Network card AP9631- no Web Access after power outage

[Anonymous user]

Hello Community,

After power outage, the Web Access doesn't work. I can still login via Telnet or SSH but if I enter the HTTP://UPS-IP-Address I get following error in the web browser:

"Problem loading page - the connection was reset" and the URL changes to "http://UPS-IP-Address/NMC/DVTv1ul3OaFPqe9ZUXzHfA/logon.htm"

I've already tried to disable/enable Web Access and restart the card via Telnet access but the web access still doesn't work.

Smart-UPS X 2000

Network card AP9631

American Power Conversion               Network Management Card AOS      v6.2.0
(c) Copyright 2014 All Rights Reserved  Smart-UPS & Matrix-UPS APP       v6.2.0

Up Time   : 4 Days 0 Hours 50 Minutes                 Stat : P+ N4+ N6+ A+

apc>web
E000: Success
Http: enabled
Https: enabled
Http Port:      80
Https Port:     443

Any suggestions?

Thank you

[BillP]

First thing I'd do is when you're in Telnet, try a reboot using the reboot command. Then, you'll need to type YES to confirm that. It will take about 20 seconds. This will only reboot the AP9631 and not the UPS so you can do it safely whenever is convenient for you.

After a reboot, let us know if any change in results when trying web access. If it still doesn't work, I'd just double check a different PC or web client/browser gives the same exact results or anything different.

Lastly, you're on firmware 6.2.0 which is older. v6.2.1 and higher we provide TLS v1.1 and in 6.4.0 and higher, TLS 1.2. It could be a coincidence but HTTPS access may not work properly in modern browsers until you get to 6.2.1 or higher. I'd focus on just testing HTTP access for this to see if the web comes up and then if you want to use HTTPS, I recommend upgrading to 6.4.0 to take advantage of TLS 1.2 which is what most modern web browsers default to and prefer these days.

[Anonymous user]

Hi Angela,

I've tried "reboot" command and different Web Browsers and also different PC. But I get the same result.

Any other suggestions?

[BillP]

Hello Andreas,

Have you tried disabling HTTPS and enabling HTTP? If you can access it with HTTP, then you probably need to update the NMC FW so that it can work with HTTPS. 

Thanks, 

Shanon

[Anonymous user]

yes, I tried disabling HTTPS.

All the time I tried accessing HTTP. And as you can see from previous post it failed and the URL changed to:

"http://UPS-IP-Address/NMC/DVTv1ul3OaFPqe9ZUXzHfA/logon.htm"

any other suggestions what I can do to fix this issue?

[BillP]

Sorry about that Andreas, I missed that part. Based on what it is doing, it seems like it is reaching the card, at least temporarily. 

From here, I would upgrade the FW to the latest, as well as clear the cache and cookies from the browser, then try the HTTP method. 

Also, Is there some firewall that could be blocking the connection?

Thanks, 

Shanon

[BillP]

Yes, to elaborate, the URL you're posting and seeing is normal and expected when you reach the log in page. The DVTv1ul3OaFPqe9ZUXzHfA in the URL is the unique session ID when a session is started so as Shanon eluded to, a session is being established. Then /logon.htm is the log in page. But, if you see that same exact session ID every single time throughout the course of days, then it seems to be a cache problem potentially.

In addition to what Shanon suggested, you can further prove or disprove a network issue if you directly connect via a crossover ethernet connection from a PC to the NMC perhaps, assuming you also rule out firewall or proxy configurations on the PC you try.

[Anonymous user]

Hi Angela,

There's no Firewall between my PC and NMC Card. I tried different PC on the same network. Using crossover ethernet connection I get thr same error.

I have tried HW upgrade, but no success 😞

[09/15/16 03:53:14] IP-ADDRESS: Pinging (via ICMP) device
[09/15/16 03:53:14] IP-ADDRESS: Device connection passed
[09/15/16 03:53:15] IP-ADDRESS: Testing FTP Log-in
[09/15/16 03:53:18] IP-ADDRESS: FTP Log-in passed
[09/15/16 03:53:19] IP-ADDRESS: Saving data file
[09/15/16 03:53:47] IP-ADDRESS: Information --> Unable to verify previous version
[09/15/16 03:53:48] IP-ADDRESS: ERROR --> Incompatible HW
[09/15/16 03:53:48] IP-ADDRESS: Incompatible HW:
IP-ADDRESS: Incompatible HW: pó§̦w

-----------

apc>about
E000: Success
Hardware Factory
---------------
Model Number:           AP9631
Serial Number:          SERIAL NUMBER
Hardware Revision:      05
Manufacture Date:       08/06/2014
MAC Address:            00 C0 B7 84 8D DB
Management Uptime:      7 Days 4 Hours 3 Minutes

-------------------

Application Module
---------------
Name:                   sumx
Version:                v6.2.0
Date:                   Aug 11 2014
Time:                   16:23:22

APC OS(AOS)
---------------
Name:                   aos
Version:                v6.2.0
Date:                   Aug 11 2014
Time:                   16:14:01

APC Boot Monitor
---------------
Name:                   bootmon
Version:                v1.0.8
Date:                   Apr  8 2014
Time:                   10:59:40
--------------------------------------------------------------------------------

Software Update using this file: apc_hw05_aos640_sumx640_bootmon108_v4.exe

BOOT= apc_hw05_bootmon_108.bin
AOS = apc_hw05_aos_640.bin
APP = apc_hw05_sumx_640.bin

----------

What can I try else?

[BillP]

OK we have two options in my mind.

1.) Try manual FTP firmware upgrade with the .bin files you downloaded. Refer to NMC2 manual FTP instructions here and see if it accepts the files ->  http://www.apc.com/us/en/faqs/FA156106

2.) Try a format of the NMC - this means wiping ALL settings, including IP address. So, it'd require you to re-configure the IP and the rest of the settings as well. I think there is some corruption somewhere and this would wipe it out. It, meaning the format function, does not upgrade/downgrade the firmware so I'd still recommend you upgrade the firmware after if this works. You could back up your config.ini settings file (if it lets you) but if there is corruption somewhere, it might live in this file somewhere so re-uploading it after a format could potentially cause an issue. Since you can log in via CLI, you do this by the CLI command which the command is "format" then you reboot after that and all the settings are wiped.

Let me know what you think or if you have questions.

[Anonymous user]

HI Angela,

can I run "format" command on the running UPS ? won't it interrupt power supply?

thanks

[BillP]

Hi Andreas,

Yes, format will only reboot the NMC itself, it will not affect the UPS operation at all.

[Anonymous user · Accepted solution]

Thank you! Format and Upgrade to the latest version have resolved the issue!