Communication has been lost to the ATS controller!

[becir]

Hi all

I have a problem with an AP9538. I update the ATS Network Card Firmware to v7.0.4. 

The Update finished successful but since then the ATS Controller is not reachable. 

On the Login Page it says "Communication has been lost to the ATS controller!"

I tried to reboot the Controller without luck. Any suggestions what could resolve the issue?

Regards

Becir

[JonPro]

Hi @beic

I am sorry to hear about the issue that you are experiencing with the ATS.  If there is a communication lost issue with the ATS, it is a possible hardware issue.  To start with, let's do a firmware recovery and format the card by following the FAQ article below.

Also, can you DM me your email address and I will send you the ATS4G v7.0.4 firmware.

Video: How do I upgrade the firmware on an APC Network Management Card (NMC) or NMC embedded device ... 

Video: Using Network Management Card 2 (NMC2) bootmonitor to recover/upgrade firmware - FA293874 

[becir]

Hi JonPro

Thanks for your reply. I tried the firmware recovery without luck. I'm looking for a Serial to USB Converter and will try to format the card. 

Regards

Becir

[33]

Hi all.

I have same issue with APC AP4424, NMC AP9538.

"Communication Status - Communication has been lost to the ATS controller!"

It start after firmware upgrade and reboot, from "apc_hw05_aos656_ats4g656_bootmon108" to "apc_hw05_aos712_ats4g712_bootmon109".

I also try flash NMC from "bootmon" several times, but no changes.

No warranty, seal is broken, ATS removed from AC power and i can open it.
Can send you some instructions on checking something under the lid?

[33]

Hi all.

Today update.

I connect NMC to different ATS same model, communication to ATS controller correct and receive data.

It seems that the 'ATS controller' module is fault. Is it possible to check it without contact technical support?

[Teken]

APC will not provide you a wiring schematic much less reply to your question as to how to diagnose the internal electronics. 🤦‍♂️

As it relates to upgrading any firmware on a APC product. It’s highly recommended that a person do so only while guided by a (live) APC Technical Support personnel over the phone!

Firmware should only be loaded to address a bug, security, or to obtain enhanced features. That makes the product better to use or integrate.

As seen by your personal experience and thousands of others around the world. Upgrading firmware can and will brick a perfectly good working unit! 👎

NOTE: It’s imperative to note as it relates to the ATS. The secondary power source must be removed when firmware is loaded. This is because during the upgrade process it will cause the ATS to erratically transfer back and forth between primary & secondary outputs!

This action can and will burn out the internal relays of the ATS or cause carbon buildup on the relay contacts. As this condition happens it causes the ATS processor to declare a fault which results in a corrupted firmware upload / completion. 

Let us know how this all turns out good or bad. 👍🍺