I can't find my passphrase any where in the NMC setup

[Anonymous user]

I can't find my authentication phrase anywhere.

When I log in to the NMC, I don't see a tab that says UPS, so what do I do? I can't find any of the servers I've previously attached to the NMC.

What do I do?

[Anonymous user]

I can't find my authentication phrase anywhere.

When I log in to the NMC, I don't see a tab that says UPS, so what do I do? I can't find any of the servers I've previously attached to the NMC.

What do I do?

[Anonymous user]

Hi Angela

At some point I had a USB cable attached, so that might be the cause of the problem.

I've tried unpluging all cables, turning the UPS off, and then hold the O button until it clicks and the LED's flash.

Then power it up.

I still do not see the UPS tab in the web interface.

Yes, I did unplug the AP9617 card, to see if anything looked fried or burned.

Best regards

Kenneth

[BillP]

Hi,

What firmware version is the NMC running and what model UPS is the NMC installed in?

If the NMC is running firmware version 5.x you can find the version information under Administration - General - About

If running firmware version 6.X you will find the information under About - Network

[Anonymous user]

Ok, it's the first version:

The UPS is a SmartUPS 1000i (SUA1000I).

Btw. I don't see the UPS tab at all!?

[BillP]

Let's review this article for that issue -> Why is my Web/SNMP (AP9606) or Network Management Card (AP9617, AP9618, AP9619, AP9630, or AP9631) n...

I can tell you that you have the correct firmware application already so you don't need to ugprade/reflash any firmware but we can review the other steps.

If you don't want to try that or cannot, can you get me event.txt, data.txt and config.ini log files to review? Instructions here-> How can I download Event, Data, Configuration, and Debug files from my Network Management Card? | FA...

Do you know when the last time you saw the UPS tab was?

[Anonymous user]

I see, that sounds very correct.

I can't recall, but I just noticed that I couldn't configure any new servers to the unit, and the old ones stopped being able to read the status some time ago.

I didn't have time to look at it, but now I got around to it.

I tried reflashing it, but that didn't help me.

I've attached the files below.

Btw. It's showing red led in the battery condition now, but should that affect that I can't see it in the AP9617 card?

[BillP]

Battery issues will not cause this problem and would not affect it. There is something disrupting the communication between the UPS and the AP9617. The issue can be with the UPS itself or more rarely the Network Management Card (NMC).

I can't tell anything too much from the logs besides the NMC cannot talk to the UPS.

What I suggest is verifying that besides the NMC and it's network cable, there is no USB or serial cable attached to this UPS because if there is, it runs on the same communication bus as the NMC and can cause this problem. If there is, let me know because when we remove them, we'll still need to braindead the UPS to reset it properly once they are removed.

If you cannot braindead the UPS, you can definitely try power cycling the AP9617 by removing and re-inserting it but per the log, I think you may have done that already.

Even if there are no cables attached, we should still braindead the UPS as a step at some point. To do that, we would turn off and remove any attached load from the UPS. Then, turn the UPS off. Unplug it from the wall or remove AC power from it. Then, hold down the off button (o) on the front of the UPS until you hear the UPS click and/or the LEDs flash on the front panel. Once you do this, reconnect AC power to the UPS and turn it back on and let's see if the AP9617 can talk to the UPS properly after doing so.

Let me know if you have any questions prior to starting.

[BillP]

Hi Kenneth,

Do you have a spare NMC or spare UPS to try and swap to pinpoint a problem with the UPS or NMC?

And silly question here, but I assume you tried this when the only thing connected to the rear of the UPS was the NMC (and no USB or serial cables added back)?

[BillP · Accepted solution]

Well, one other thing we could try is un-seating the AP9617 and if you have the 940-0024 APC serial cable (or the 15 foot 940-1524), try connecting directly to the UPS @ 2400 baud rate, 8 data bits, parity none, 1 stop bit, no flow control and issuing a command to the UPS to see if it responds. This is very similar to how the NMC talks to the UPS. If you can do this, let me know. We'd issue a Shift + Y command and see if it responds with SM>. After that, you can try a simple command like Shift + A that will cause the UPS to do an alarm test so it will beep at you and flash it's front panel LEDs.

This at least tells me the UPS is cable to communicate back somehow and would tell me there is a specific issue with the UPS SmartSlot or the AP9617.