Connection lost and restored

[Anonymous user]

I have a number of APC symmetra UPSs and some of them are giving a communication lost error followed by (a few minutes later) a connection restored message. This is happening across multiple sites and is not consistent, ie, it happens at random times to random UPSs.... I have not been able to find a pattern in the occurance of these messages.

Is there any way this can be fixed?

Please let me know what info you may require to assist in troubleshooting this,

Thanks.

[BillP]

where do you see this? in the network management card or some place else? can you post this log if so and tell us the model and firmware revision of the device reporting it? (not the symmetra but the device reporting it if a network management card)

[Anonymous user]

These are emails from the UPSs themselves to a group created in infrastructure central

We get the following two messages:
First this:

Alert Title: XXXXXXX(172.AA.BB.CC) - communication lost
Alert Description: Communication with XXXXXXX(172.AA.BB.CC) ' has been lost.
Alert Type: Communication Lost
Severity: Failure
Alert Level: LA Alerts
Device: XXXXXXX(172.AA.BB.CC)
Time Detected: 08/09/2011 08:57:50 am
Notification Time: 08/09/2011 08:57:50 am
Notification Policy: LA
Action Name: LA Alerts
Location: L A
Primary Contact: sn=OS0416112555, bc=OIT-143
Notes: APC Web/SNMP Management Card (MB:v3.8.6 PF:v3.5.5 PN:apc_hw02_aos_355.bin AF1:v3.5.5 AN1:apc_hw02_sumx_355.bin MN:AP9617 HR:A10 SN: NA0748028667 MD:11/30/2007) (Embedded PowerNet SNMP Agent SW v2.2 compatible)
Alert ID: nbErrorCond_85D95182
Version: 6.2.0.659


Followed by this one a few minutes later:

Alert Title: XXXXXXX(172.AA.BB.CC) - communication lost
Alert Description: Communication with XXXXXXX(172.AA.BB.CC) ' has been restored.
Alert Type: Communication Lost
Severity: Failure (returned to normal)
Alert Level: Return To Normal
Device: XXXXXXX(172.AA.BB.CC)
Time Detected: 08/09/2011 08:57:50 am
Time Returned to Normal: 08/09/2011 09:03:23 am
Notification Time: 08/09/2011 09:03:23 am
Action Name: LA Alerts
Location: LA
Primary Contact: sn=OS0416112555, bc=IT-143
Notes: APC Web/SNMP Management Card (MB:v3.8.6 PF:v3.5.5 PN:apc_hw02_aos_355.bin AF1:v3.5.5 AN1:apc_hw02_sumx_355.bin MN:AP9617 HR:A10 SN: NA0748028667 MD:11/30/2007) (Embedded PowerNet SNMP Agent SW v2.2 compatible)
Alert ID: nbErrorCond_85D95182
Version: 6.2.0.659


Again, this happens at random times an random locations.

[BillP]

hmm, ok, have you tried to increase the SNMP timeout at all? are these SNMPv1 or SNMPv3?

i also noticed your firmware is a little behind on the NMC. i don't think its necessarily the root cause but might be worth an upgrade. the latest is AOS 3.7.3/sumx 3.7.2 and you are at AOS 3.5.5/sumx 3.5.5. ISXC should able to find updates for you but if not, we can get you the update via here.

[Anonymous user]

We are currently using SNMP v1. Where do we change the timeout value?

Would upgrading the firmware require us to restart the UPS and affect power to the devices connected?

Thanks

[BillP · Accepted solution]

no, updating the NMC firmware only reboots the network management card itself. there is no affect to the attached devices.

to adjust SNMP timeout settings, take a look under Device->SNMP Device communication Settings->Device scan Settings.Then, select the device you want to config, click on Edit Device Scan Settings, and change the timeout from there.

i dont have ISXC so i asked someone.