Lost communication with UPS

[XavierMace_apc]

This was originally posted on APC forums on 8/25/2015

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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?

[BillP]

This reply was originally posted by Jordan on APC forums on 8/25/2015

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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,

[BillP]

This reply was originally posted by Jordan on APC forums on 8/25/2015

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A Kbase that may assist:

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

[Terry_Kennedy_apc]

This was originally posted on APC forums on 8/25/2015

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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.

[XavierMace_apc]

This was originally posted on APC forums on 8/26/2015

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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?

[Terry_Kennedy_apc]

This was originally posted on APC forums on 8/26/2015

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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.

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 8/26/2015

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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.