Firmware upgrade fails at WAN locations

[Anonymous user]

I have a feeling that this has something to do with our network, but so far have no luck in figuring out what…

We have smart-ups 1400 and 1500’s at our WAN sites. I am needing to upgrade their firmware. I have tested the automated procedure several times on a simple network where I am in the same network at the UPS with no troubles. I can not upgrade our remote sites on the WAN or out lab ups that is on a network that mimics the WAN sites. So here are the symptoms:
If I use the automated procedure where I manually enter the IP address and user/pass it reports that it fails at login. If I then enter this information in the iplist.text file it reports that it passes logon but fails at “checking version information” with “Could not be upgraded, unknown version”.
After searching on the KB I found instructions on how to manually upgrade. When I try this the ups will perform a warm start during the FTP transfer of the AOS file before transfer is complete. When I FTP back in after it recovers the file is not there. It should be noted that if I take the network management card out and put it into the UPS that I have on my same network I can upgrade it just fine. Of the 4 remote sites that I have tried this on they all act the same way. I have captured packets with wireshark but am not able to find any issues. I see the ftp login process happen (even with the automated steps that report they could not log in) and port 20 being opened after 21 is established.
Has this been seen before or might someone have an idea as to what I should look into?

Thanks!
Levin

[Anonymous user]

Thanks for the idea of capturing packets from the WAN side, I will do this and see if it lends me any clues.

[Cap1_apc]

Hi,

Are you making sure to change the transfer mode in FTP to binary mode by using the "bin" command? Are you sending the AOS first, then the SUMX file?

If you can upgrade normally on your current LAN, it sounds like you are probably doing everything right. This might indicate that you're losing packet info across the cloud.

How do you know the file isn't transferring completely? You can do a "hash" command to give you pound signs for transfer activity. The card will warmstart between each file transfer.

Hope this gives some direction.

[voidstar_apc · Accepted solution]

If you have a Wireshark packet capture of the failed firmware upgrade taken at the NMC side of the link, I'd like to take a look at it.

Also: let me know the version number for the AOS and the APP that you're upgrading from and to in the packet capture.

Message was edited by: voidstar