NMC3 9640 flashed with wrong APP FW

[koaly]

Hello,

I mistakenly flashed the AP9640 installed in an SMT-1500ic with the wrong firmware (apc_hw21_nb250_3-4-1-1.exe intended for the NetBotz® Rack Monitor 250).

The flash process did not show any errors, but I cannot log in to the WebUI anymore and receive the message "The application is incompatible with this APC OS".
After resetting the card, a window appears prompting me to enter my login details, but I then receive the same error message.

Attempts to re-flash have failed. The message says, 'Firmware distribution does not match target device platform; this could be due to a corrupt distribution.'

I can access the device via SSH with PuTTY, but I do not know how to use this feature to restore the firmware/WebUI.
Could you please advise how to restore the correct firmware for SU (e.g. apc_hw21_su_2-5-5-1.exe)?

Thanks in advance.

[Teken]

You’ll have better results selecting FTP vs SCP and (Not) saving the logs.

Obviously insure FTP is enabled. If not you can enable the same via SSH.

Questions Ask . . . 👍

[koaly]

I tried to use FTP protocol, but it returns the same message. When I login via SSH (Putty) and write in the CLI 'ftp -S' it reports "disabled" anyway everytime.
I may try the MicroUSB terminal port on the AP9640 to connect, but I don't have the original APC cable (APC-Teilenummer 960-0603). Not sure if I may use a standard MicroUSB-B to USB-A cable in the PC. I tried with a standard cable, but no any new emulated COM-ports appeared in the device manager. I am concerned. 
There is an internal connector with 8 pins directly on the AP9640 card. Is it usable in any way for uploading the right Firmware?

[Teken]

You may refer to this NMC FAQ:

https://www.se.com/us/en/faqs/FA156047/

Questions Ask . . . 👍

[koaly]

This FAQ was the first source of tips that I tried to follow.

As I mentioned previously, the FTP protocol is disabled on the card and the SSH commands do not switch it on.
I tried using a micro USB terminal connector on the NMC3, connecting it to a Windows 11 PC with a regular micro USB B to USB A cable. Unfortunately, I do not have the original cable (APC part number 960-0603) and I have been unable to find out whether the regular cable would work.
The PC's Device Manager does not recognise any new or virtual COM port connection when I plug it in.
I have posted this information here before.
Therefore, I am stuck and am asking for advice on how to proceed. I understand that it may work with the terminal connector (APC part number 960-0603), but I could not find this cable available anywhere on the internet.
Please help!

[Teken]

I suggest you format the AP9640 NMC and see if the device allows you to access the unit via SSH properly.

If it does, then try to enable FTP and launch the Firmware Update Utility and try again.

Formatting the NMC will erase all use defined settings and brings it back to a default OEM state. Ensure you press and hold the reset button for 20+ seconds or until you see the right side LED turn orange and flickers - than release.

It will take approximately 60 seconds to format the NMC. You’ll need to identify the new IP Address / Host Name via router / firewall.

If this was a AP9641 you could upgrade the NMC via USB. If formatting still does not allow FTP to be enabled than XModem is the next possibility to upload the firmware.

Questions Ask . . . 👍

[koaly]

Hi Teken, thanks for the post. Pressing the "Reset" button on the NMC3 for more than 20 sec resetted all settings to default, but it does not format or restore anything. 

After doing that I need to set the password again by the first login via SSH. The FTP protokol is desaibled and cannot be enabled via SSH, see the screenshot. 

The only way remaining is to connect the console Micro USB cable (APC part number 960-0603), but I neither have one nor it is possible to buy it anywhere. 
I tried to connect the microUSB cable to a DB9 adapter for a COM-port (RXD red, TXD green and GND black), but it did not work either.

It is a pity that I cannot receive suport here with either pinout of the required cable or a link where I can buy one. 

[Teken]

The options seem to be quite limited so would suggest you contact APC Technical Support to see if they can send you that specific cable.

Worst case scenario maybe consider buying a AP9640 from Amazon. Use the provided 960-0603 serial cable to recover the NMC 3.

Once complete return the hardware before the 30 day return window. I’d suggest you meter out the pinouts and report the wiring to help the next person asking the same.

Questions Ask . . . 👍

[koaly · Accepted solution]

Hello everyone,

I am happy to report that I solved the issue. Unfortunately, Support was of no help. They either gave me links to FAQs that I could not follow because of a missing original 960-0603 serial cable or advised me to use cables with RJ45 from the Back-Ups series, which was incorrect.

Help came from a user on another forum. I will describe the steps to restore the FW.

1. The console cable for the AP9640 is a standard data cable with micro USB-B and USB-A connectors. COM-port emulation is created on the NMC3 side. Simply plug the cable into the NMC3 and a USB port on the PC.

2. I followed the instructions in this FAQ article: https://www.se.com/ca/en/faqs/FA156047/#FTP

3. The COM3 port was unstable, so I reset the NMC3 (>20 seconds pressing "reset"). Afterwards, I was able to set the necessary COM3 port settings (e.g., 57600) and start Terra Term. Putty will not work because it does not support XMODEM file transfers. I set the same settings in the Terra Term port settings, then quickly pressed the "Reset" button on the NMC3.

Step 4: I opened the serial connection in TeraTerm and pressed "Enter" twice. Then, "BM>" appeared in the terminal window. This indicates that booting was interrupted and that I am in boot loader mode.

5. Next, I typed "XMODEM" and pressed "Enter." Then, a "C" appeared in the terminal window, indicating that the NMC3 was ready to accept the new firmware (FW) file. However, I was slow to unpack the right FW, and the terminal said that the transfer failed. I typed XMODEM again.

6. Then, in the Tera Term "File" header, I selected XMODEM send and the correct FW file. The transfer started. After the update finished, I typed "reset," and I was able to access the WebUI.

I hope this helps other members solve their problems. The most confusing part was that SE did not indicate anywhere that the terminal cable is a standard micro USB data cable.

[Teken]

Appreciate the follow up and the steps you took to resolve this issue. I'm sure these steps you've outlined will save another person in the future.

Rock On . . . 🤘