Management Card AP9630 shows no information about UPS (SUA5000)

[Anonymous user]

Hello to the boards members !

I got a very strange issue and hope you can help me out.

We purchased a brand new SUA 5000 with ready installed Network management card (AP9630)

It's firmware was reported as 6.2.1

When calling the webgui, no information about the UPS (voltage, etc.) was displayed.

Therefore I was also not able to configure the Passphrase to connect PCNS Clients to it.

Hoping this would solve the issue, I successfully upgraded to the latest firmware but now it got even worse.

(Firmware Updater: apc_hw05_aos646_sumx646_bootmon108.exe)

I can logon to the webgui's homescreen but any dropdown won't work, so I can neither access nor see any additional information or configuration.

This renders the UPS unconfigurable at present.

Therefore any help to solve this is appreciated

Best Regards

CT

[Terry_Kennedy_apc]

An inability to detect the managed device is usually due to 1 of 4 things.

• Wrong APP for the managed device (not the issue here, as you have the sumx APP for your SUA).
• Defective component on the management card that talks to the UPS.
• Defective component on the UPS that talks to the management card.
• Cabling problem somewhere. This includes the serial bus and connectors between the management card and the UPS's "brain" and in some models can also be caused by a bad daisy-chain cable between any additional batteries and the UPS. For example, in the Symmetra RM 6K, all of that stuff is on the same I²C bus.

If you have another management card you could temporarily try, that would eliminate the management card as the source of the problem. If not, and the unit is under warranty, talk to either the seller or APC and see how they want to proceed. They'll likely have you run some tests and swap the management card with a replacement first (they're a lot easier to ship and less disruptive to replace than the whole UPS). Of course, if this is a UPS model with the management card permanently built-in instead of a SmartSlot, that won't be practical.

[Anonymous user]

Hi Terry,

thank you very much for your detailed reply.

I was afraid it would be something like this and I will have to go through the tedious process of calling for warranty.

Even worse: the UPS is already fully cabled; all servers attached and not directly at my hands but located 600 Kilometers away from me.

So if we have to swap the whole thing, this will become some fun.

Is as it is; so I'l have to get along with it ....

Best Regards

R.

[Anonymous user]

We took the AP9617 Management card from the old UPS, which was replaced plugged it to this new one and still have the same issue:
I can connect to the management gui but it shows no UPS information.

Therefore it's most probable to be a warranty case

[MarkC_apc]

Interesting that you could find a new SUA model - I thought these had been out of production for many years - it will have a warranty?  I'd try a local serial connection to a local computer with the correct APC configured cable (db9 connections, but specific to APC equipment) and at least determine if you can configure the UPS for what you need locally to get it on line and protecting your equipment.  

[Anonymous user]

Hi Mark,

our distributor has 9 of them on stock; so I think they are still produced.
When purchased new, like ours, it definetly has a warranty; if not from Schneider, then from the distributor.

Serial connect would've been a good proposal, if I had the UPS at hand.
As it is 600km away and there's not only one but five pizzaboxes connected to it, unfortunately this won't do the job

Best Regards

R.

[MarkC_apc · Accepted solution]

Appears warranty replacement is your best shot.  I'd be curious about the serial number - it will tell you the manufacture date (the third and fourth digits (xx) are the year 20xx).  

[Anonymous user]

The serial starts with SAS16xxxxxxxxxx

[BillP]

FYI, on this model of UPS, a serial or USB cable connected to the rear of the UPS could cause this problem. Especially if you had a USB cable connected and then did remove it, you'd need to "braindead" the UPS to reset the communications bus. This is common when people try to use PowerChute at the same time as the AP9630 which is not supported - this being one of the potential problems.

• Braindead procedure is as follows:
• Turn off any attached load/servers
• Remove any USB or serial cables
• Turn off the UPS itself
• Remove the UPS from AC power or unplug the UPS. Alternatively you can open its input breaker
• Hold down the off button on the UPS that looks like this (o) and the UPS should click and front panel LEDs may flash
• Reconnect UPS to AC power.
• Turn UPS back on
• Reconnect load and turn load back on. 
• Check AP9630 status info.

Hope it helps. I'd try this before you go through the process of trying to replace something when this could very well be the problem for one reason or another, meaning the UPS needs a reset on the communications bus.