Having Problems doing firmware upgrades on a Smart UPS 1000XL

[Anonymous user]

S/N  AS0622111847 

Manufactured 5/26/2006 

Yes it is an old one.  I am in the midst of updating the firmware on the APC in our remote sites (over 40 across US, Canada, and Mexico).  Most have much newer cards in them and are taking an update to 6.4.0

I ran into a unit yesterday that responded to the Upgrade Utility v2.20 with a failure and the the log said "ERROR --> Incompatible HW"

Fine - so I logged into the UPS Device and found that it had an AP9617 card running 3.5.8.  I then went ot the site and downloadapc_hw02_aos373_sumx372 which was listed as the suggested firmware level.  When I ran its Upgrade Utility, it failed to reconnect after it rebooted the card.  I attempted to log into the Unit in my browser and was told

Error: The application was not able to load.
You are attempting to access an APC device.There was a problem loading the application. Please login to the device via telnet for more details.

I telnet'd to the device and requested an 'About System'

-----------------------------------------------------------------------
About System

Model Number : AP9617
Serial Number : ZA0652006548
Manufacture Date : 12/22/2006
Hardware Revision : A10
MAC Address : 00 C0 B7 2D 8C C6
Flash Type : AMD A29DL322DB

Press to continue...

-----------------------------------------------------------------------
Module Information

Description : Network Management Card AOS
-----------------------------------------------------------------------
Name : aos Type : APC OS
Version : 373 Sector : 16
Date : 02/02/2010 Time : 17:05:14
CRC16 : B630

Press to continue...

Description : Network Management Card AOS
-----------------------------------------------------------------------
Name : aos Type : APC OS
Version : 373 Sector : 47
Date : 02/02/2010 Time : 17:05:14
CRC16 : B630

So ot looks like the card took the 3.7.3 upgrade but I cannot get its application to respond.

I sure could use some help.  So far i have found an additional 6 AP9617 cards that I would like to update but are afraid that they will give me the same result.

[BillP]

Hi Warren,

This could've been due to a network issue or something else difficult to see without being there myself and doing it. You should be able to fix it though. The AP9617 has an AOS (APC Operating System) and an application file which is so the AP9617 can "talk" to the UPS or device type it is inside after the operating system is loaded. From what I see, you have somehow gotten to a point where you have two AOS files loaded.

I would recommend you fix this via a manual upgrade method, like FTP.

Take a look at the instructions here in the knowledge base (http://www.schneider-electric.us/en/faqs/FA156047) and check NMC1 - FTP. See if you can find those .bin firmware files you extracted prior and follow the kbase instructions.

You'll want to put the AOS 3.7.3 on first (make sure to not put AOS 2.0.2 file which you may also see extracted and used if on version 1 AOS which you were not), let the NMC reboot and disconnect your FTP session, reconnect, put the sumx 3.7.2 application file on, let the NMC reboot again, and then see if things are working properly again when you try to log in.

Let me know if you have any questions before you get started.

[Anonymous user]

Thanks Angela:

It worked perfectly.  i am up and running again.

[BillP · Accepted solution]

Glad to hear it!