NMC2 keeps restarting

[Grafis_apc]

This was originally posted on APC forums on 1/22/2015

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Hi,

We have a SURT8000XLT that is in a reboot loop. It was configured to use a SMTP relay on our LAN. It was working fine for a couple of months. I've already read the "Network Management Card 2 (NMC2) v6.X.X potential reboot loop or TCP/IP stack failure experienced when SMTP server MX record is not cached on user's DNS server" on the FAQ, but did not manage to fix the issue.
I do not want to do a firmware downgrade. My event log shows a message that is not the same as the FAQ. I will post it below:

01/22/2015      09:12:10        System  Network Interface restarted.    0x0002
01/22/2015      09:12:02        System  TCP/IP stack failure. Module: tfKernelPendCountSem-Unable to Pend on uC/OS Semaphore    0x001D
01/22/2015      09:12:01        Device  Environment: Restored the local network management interface-to-integrated Environmental Monitor (Universal I/O at Port 2) communication.       0x0344
01/22/2015      09:12:01        Device  UPS: Restored the local network management interface-to-UPS communication.      0x0101

Any help will be appreciated. Thanks.

[BillP]

This reply was originally posted by Angela on APC forums on 1/22/2015

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Hi Giancarlo,

Can you get me the full log dump from this? Under About->Support in the interface you can see the option to generate them, then download.

Are you saying this starts when the NMC tries to send an email (but you ruled out the other issue we have documented)? Or is it just all the time?

[Grafis_apc]

This was originally posted on APC forums on 1/22/2015

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Hi Angela,

I did another tests. After trying to send some test mail, the issue happened again. The funny thing is that I am using the same configuration I was using before, and the emails worked then.

[BillP]

This reply was originally posted by Angela on APC forums on 1/22/2015

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Thanks for the log files. You successfully have used office 365? Coincidently, most users have complained it does not work since they require TLS 1.1 for SMTP authentication and we don't yet support that (though it  is in development).

I need to look over the log files with someone else. While you're waiting, if you want to try and see what happens after this step, it may be helpful. Have you tried to 'format' yet? This wipes ALL settings from the NMC though so if you can't reconfigure it (at least the TCP/IP settings -  which then you can load config.ini back), you should not proceed.

To format, you can log in via telnet and issue the format command, type yes to  confirm, then type  reboot, then yes to confirm that, and it will wipe everything in flash memory to get rid of any corruption.  You can also do this by pressing and holding the NMC  pinhole reset button down for 20+ seconds. While doing this, the green status LED (next to checkmark and the X) will "pulse" green and  change to orange when it is time to let go.  Tip: Hold the paper clip or similar to the top of the hole if you do that to align it best. (Obviously this won't be an option if you're not near it).

I usually try to recommend a format to rule out any strange things, then see what it does. Then, if it is stable, slowly reconfigure the card to see if we can confirm something that you start to configure triggers the reboot (like the email test you did before).  With the log files together, I hope that can help pinpoint a possible cause.

Thoughts?

[Grafis_apc]

This was originally posted on APC forums on 1/23/2015

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Hi Angela,

I was trying to use Office365, but it does not work with the NMC, as  you mentioned. I use an Windows 2012 internal SMTP relay configured to use an Office365 account, it works ok. The strange thing is that the reboot loop now are taking longer to happen, something still triggers it.  I never had tried to format, I'll try that and reload all configuration first. If that didn't solve the issue, I'll format and reconfigure everything from the start and see.

Thank's for your help!

[Grafis_apc]

This was originally posted on APC forums on 1/26/2015

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Hi,

After formatting the NMC, and load the old configuration, everything works as expected now, no more strange boot loops.

Thanks for your help!

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 1/26/2015

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No problem. I am still waiting for some help on those log files  to see if I see anything that catches my eye and will still go ahead and provide feedback if I see something. We are prepping for a blizzard  here so I haven't had a chance to sync up with my colleague to go over the files yet.