Help
  • Explore Community
  • Get Started
  • Ask the Community
  • How-To & Best Practices
  • Contact Support
Notifications
Login / Register
Community
Community
Notifications
close
  • Forums
  • Knowledge Center
  • Events & Webinars
  • Ideas
  • Blogs
Help
Help
  • Explore Community
  • Get Started
  • Ask the Community
  • How-To & Best Practices
  • Contact Support
Login / Register
Sustainability
Sustainability

Ask Me About Webinar: Data Center Assets - Modeling, Cooling, and CFD Simulation
Join our 30-minute expert session on July 10, 2025 (9:00 AM & 5:00 PM CET), to explore Digital Twins, cooling simulations, and IT infrastructure modeling. Learn how to boost resiliency and plan power capacity effectively. Register now to secure your spot!

Lost communication with UPS

APC UPS Data Center & Enterprise Solutions Forum

Schneider, APC support forum to share knowledge about installation and configuration for Data Center and Business Power UPSs, Accessories, Software, Services.

cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 
  • Home
  • Schneider Electric Community
  • APC UPS, Critical Power, Cooling and Racks
  • APC UPS Data Center & Enterprise Solutions Forum
  • Lost communication with UPS
Options
  • Mark Topic as New
  • Mark Topic as Read
  • Float this Topic for Current User
  • Bookmark
  • Subscribe
  • Mute
  • Printer Friendly Page
Invite a Co-worker
Send a co-worker an invite to the portal.Just enter their email address and we'll connect them to register. After joining, they will belong to the same company.
You have entered an invalid email address. Please re-enter the email address.
This co-worker has already been invited to the Exchange portal. Please invite another co-worker.
Please enter email address
Send Invite Cancel
Invitation Sent
Your invitation was sent.Thanks for sharing Exchange with your co-worker.
Send New Invite Close
Top Experts
User Count
BillP
Administrator BillP Administrator
5060
voidstar_apc
Janeway voidstar_apc
196
Teken
Spock Teken
118
Erasmus_apc
Sisko Erasmus_apc
112
View All

Invite a Colleague

Found this content useful? Share it with a Colleague!

Invite a Colleague Invite
Solved Go to Solution
Back to APC UPS Data Center & Enterprise Solutions Forum
Solved
Anonymous user
Not applicable

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
6
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

Lost communication with UPS

We have a SMX1500RM2U at a remote location.  It's Network Management Card indicates it lost connection with the UPS 10 days ago and connectivity has not returned.  Based on other discussions I've seen on the matter, I'm attempting to download the debug logs from the web interface.  It's been sitting at "Generating Logs" for over 5 minutes now.  I attempted to do it by FTP per the FAQ and I just get an error stating connection refused.  Can anyone assist?

Labels
  • Labels:
  • UPS Management Devices & PowerChute Software
Reply

Link copied. Please paste this link to share this article on your social media post.

  • All forum topics
  • Previous Topic
  • Next Topic

Accepted Solutions
BillP
Administrator BillP Administrator
Administrator

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

Yes, I agree Terry on the hot swap capability of the accessories and that it is OK to do. Here is further detail/evidence/documentation-> http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156132 

If the web interface is working, can you potentially see if you could reboot the management interface remotely and then maybe re-try generating the logs to see if they generate now?

Otherwise, yes, when a person is on site, pull out the card for 5-10 seconds and stick it back in and lets see what we get. Just in case there is a larger issue, I know I'd note down the status and link LED color and flashing patterns seen there. Status LED is one with the checkmark and X next to it near the RJ-45 ethernet jack and link LED says 10/100 next to it.

See Answer In Context

Reply

Link copied. Please paste this link to share this article on your social media post.

Replies 6
BillP
Administrator BillP Administrator
Administrator

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

Andrew,

Are you able to establish a telnet connection or access the web interface of the card without an issue (other than the generating logs screen being stuck for 5 minutes - and also what was the final result of that trial?)  What is the firmware version (APP and AOS) on the card?  Can you think of any changes that occured around the same time period that could have caused this (FW upgrade, etc.).  Is there anyone that visits the site that can establish a serial connection with the card and call in for further troubleshooting?

Regards,

Reply

Link copied. Please paste this link to share this article on your social media post.

BillP
Administrator BillP Administrator
Administrator

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:14 AM . Last Modified: ‎2024-02-29 10:46 PM

A Kbase that may assist:

http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_IN&id=FA156593&prd=

Reply

Link copied. Please paste this link to share this article on your social media post.

Terry_Kennedy_apc
Commander Terry_Kennedy_apc
Commander

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

Either the NMC or the UPS has stopped communicating (on larger models, it could also be some other module on the bus interfering with communication). If the card is stuck and you don't even have web access to it any more, I'd suggest having someone briefly press the reset button on the NMC (a straightened-out paper clip should work fine). Wait a few minutes and see if you can reach the card, and then check to see if it detects the UPS. If it does, you're all set. The next thing if that doesn't work would be to physically remove and re-seat the NMC. There are normally two Philips screws, one on each of the short edges of the card, holding it in the UPS. Remove the card, count to 10, and put it back in. Wait a few minutes and see if things are better. Neither of the above should have any impact on the UPS and connected devices.

If that doesn't restore communications, you may need to completely shut down the UPS (after first shutting down the devices powered by the UPS). Refer to the APC knowledgebase for the procedure to completely "dead" your UPS. For many units, this involves pushing the "0" off button, unplugging the UPS's power cord from the wall outlet, and then pressing and holding the "0" off button until the UPS clicks and/or beeps. Then reconnnect the power and power the UPS back on with the "1" button.

If that recovers things, then you had a transient problem ("glitch") and if it doesn't come back, you're good to go. If the NMC still can't detect the UPS, there is likely something wrong with either the NMC or the UPS and you'll want to talk to APC technical support on the phone while you or someone else is at the UPS. APC contact information is here.

Once you have things working again, you should probably make sure the NMC firmware (and, optionally, the UPS firmware) is up-to-date by checking the APC web site.

Reply

Link copied. Please paste this link to share this article on your social media post.

Anonymous user
Not applicable

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

Jordan, negative on the Telnet.  Session immediately closes.  I'm technically able to access the interface but almost all of the pages just say lost connection to UPS.  I left the logs for 15 minutes, no change.  I'm trying again right now to be safe.  APP module and AOS both show 6.1.1.  Not aware of any changes.  Trying to get somebody onsite as soon as I can.

Terry, I thought it was not recommended to add/remove the Network Management card with the unit powered on?

Reply

Link copied. Please paste this link to share this article on your social media post.

Terry_Kennedy_apc
Commander Terry_Kennedy_apc
Commander

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1950
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

Years ago, that was the recommendation (not to insert / remove expansion cards with the UPS running). But that is way back in the days of the AP9605 (and earlier) management cards. Here is a post (end of thread) where Angela agrees with me about re-seating the NMC on a running UPS.

If you can talk to at least part of the management interface, you could try remotely rebooting the card. In AOS 6.x.x, this will be in the Control / Network / Reset/Reboot menu tree. That will take you to a second page where you should make sure that only the "Reboot management interface" is selected, them click on Apply. Note that some of these "communication lost" errors require an actual physical reset of the electrical connection between the NMC and the UPS, not just a reboot of the NMC. But it should be a safe and easy thing to test.

Reply

Link copied. Please paste this link to share this article on your social media post.

BillP
Administrator BillP Administrator
Administrator

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

0 Likes
0
1951
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: ‎2021-07-08 01:15 AM . Last Modified: ‎2024-02-29 10:46 PM

Yes, I agree Terry on the hot swap capability of the accessories and that it is OK to do. Here is further detail/evidence/documentation-> http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156132 

If the web interface is working, can you potentially see if you could reboot the management interface remotely and then maybe re-try generating the logs to see if they generate now?

Otherwise, yes, when a person is on site, pull out the card for 5-10 seconds and stick it back in and lets see what we get. Just in case there is a larger issue, I know I'd note down the status and link LED color and flashing patterns seen there. Status LED is one with the checkmark and X next to it near the RJ-45 ethernet jack and link LED says 10/100 next to it.

Reply

Link copied. Please paste this link to share this article on your social media post.

Preview Exit Preview

never-displayed

You must be signed in to add attachments

never-displayed

 
To The Top!

Forums

  • APC UPS Data Center Backup Solutions
  • EcoStruxure IT
  • EcoStruxure Geo SCADA Expert
  • Metering & Power Quality
  • Schneider Electric Wiser

Knowledge Center

Events & webinars

Ideas

Blogs

Get Started

  • Ask the Community
  • Community Guidelines
  • Community User Guide
  • How-To & Best Practice
  • Experts Leaderboard
  • Contact Support
Brand-Logo
Subscribing is a smart move!
You can subscribe to this board after you log in or create your free account.
Forum-Icon

Create your free account or log in to subscribe to the board - and gain access to more than 10,000+ support articles along with insights from experts and peers.

Register today for FREE

Register Now

Already have an account? Login

Terms & Conditions Privacy Notice Change your Cookie Settings © 2025 Schneider Electric

This is a heading

With achievable small steps, users progress and continually feel satisfaction in task accomplishment.

Usetiful Onboarding Checklist remembers the progress of every user, allowing them to take bite-sized journeys and continue where they left.

of