Communication lost with ups

[BillP]

I have 2 Smart-UPS 1400XL that tell me "Communication lost with ups" via http on telnet it says "A UPS was found that is not supported by this application." I updated the firm ware from aos 2.6# to aos 3.55/sumx_355 but it still says the same thing. by the way the nmc is AP9619.

[Anonymous user]

Hi, the upgrade compatibility list on APC's website for sumx355 includes a model SU1400RMXLB3U. This is the extended run 3U high model that is Black.

...and is the only SU 1400 XL model listed...

If this is not your exact model # you could try downgrade your aos/sumx code to an older release...2.6.1/2.6.4 perhaps.

The other possibilty is that the battery date config setting inside the UPS is not populated. To fix that you have to follow the instructions in APC's knowledge base Answer ID 770:

http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=770&p_created=1010390400&p_...


Good luck!
...Dave

[BillP]

I made a mistake, the UPS models are Smart-UPS 1500 RM2U (both are the same model with the same problem). I upgraded the firmware to the Network Management Card AP9619 to the latest 3.55 (from 2.6#) but I still get the lost comm, I'm able to log in to the NMC over Telnet, HTTP and FTP. On the UPS I can get a Hyperterminal connection and even hit shift+a to make it beep. Powerchute will not communicate with it over serial, the only thing I have left is to try to configure Powerchute to use the USB cable and see if that would work. Any one ever expiriance this?

UPS can receive transmissions over Hyperterminal (Shift+a) and respond (OK), I can log into the NMC over serial, http, ftp, telnet but it won't communicate with the ups (By The Way the NMC works on another ups) & a serial connection with Powerchute will not communicate with the UPS.

HELP!

APC's reply was to upgrade the firmware (they say this even after I told them I did).

[BillP]

Hi guys:
I have a very similar problem with AP9619 talking to Smart-UPS RT 7500XL.
After replacing card (APC sent it without questioning) and enabling network(via serial cable), seemed to be working fine, but after I upgraded firmware to:

American Power Conversion Network Management Card AOS v3.6.1
(c) Copyright 2008 All Rights Reserved Smart-UPS & Matrix-UPS APP v3.5.8

Network Mgmt card is flip-floping when talking to UPS:
Error msgs: "UPS: The local network management interface-to-UPS communication not established." or "Local Managment-To-UPS Communication Lost".

I tried some older firmware(AOS+APP, may 2007) but no luck.

Do you have any suggestions, can I reverse to the card's factory default ?
thank you !
vlaho

[BillP]

yes, this can be caused by the incorrect firmware on the card. but it seems like you have the correct kind.

for reference

* Smart UPS, Matrix, and S20/S20BLK AV UPS use the APP of sumx.
* Single Phase Symmetras use the APP of sy.
* Thre phase Symmetras use the APP of sy3p.
* Silcons use the APP of dp3e.
This info can be found on 3.x firmware versions under Administration->General->About and in 2.x firmware under Help->About System I believe.

If everything checks out with your versions, the next thing I'd do is reseat the card in the smart slot of the UPS.

To do that on a Smart UPS (excluding RT):

* Turn off the UPS load and unplug it.
* Turn off the UPS.
* Unplug it from the AC power.
* Remove any communication cables if present.
* Hold down the off (o) button until you head an audible click and the LEDs flash.
* Pull out the network management card of the slot and reinsert it afterwards.
* Plus the UPS back in and turn it on and restore your load on the UPS.

To do this on a Smart UPS RT:

* Place the UPS into bypass operation via the switch on the back (available on 3kVA or higher I believe - if you have a smaller one, follow above procedure).
* Reseat the card.
* Take the UPS out of bpyass.
On any of the other UPSs, you can reseat this card on the fly. They are "hot swappable."

If that does not clear up the issue, try a different smart slot, if available.

If that still doesnt work, try either another network management card in the UPS smart slot or try this network management card in a different UPS.

You can try reflashing the correct firmware on the card again.

Try removing all communication cables from the UPS - you shouldnt have a USB or serial cable attached all the time.

*On any Symmetra (single or three phase), you can try removing the Powerview display from the UPS by unplugging the network cable from it and refreshing the UPS section of the network management card to see if that works.

*On a single phase Symmetra system, you can try reseating the Symmetra communications card. This is also hot swappable.

If none of the above works, try contacting APC support again because it MAY require a replacement.

*Resetting to defaults probably wont work, but it wont hurt anything if you try.

[Anonymous user]

I noticed that the recent batch of AP9617 that were delivered to my company has 3.5.5 for firmware. So I decided to go here:

http://www.apcc.com/resource/include/techspec_index.cfm?base_sku=AP9617&tab=Software

and upgrade the older AP9617 (which is at 2.6.x)

Silly me but I downloaded the first and last firmware upgrade in the link and tried to upgrade the firmware. After reading this thread (I'm getting communication lost with UPS after logging in to the NIC), turns out that it's the wrong firmware. Where on the site can I find the SUMX 3.5.5 or newer firmware? I did a search but I came up with nothing 😞

[Cap1_apc]

Go here:
http://www.apcc.com/tools/download/index.cfm

Filter by "network management card- firmware upgrades" (its the last one in the menu)

You will see all of the available revs for the card including the newest for SmartUPS - 3.5.8

[Anonymous user · Accepted solution]

Hello Clai

could you say me if your problem is solved? I'm speaking about your problem of "local management-to-ups communication lost"

Thank you for the info,
Best regards