No web access on AP6931

[Anonymous user]

Hello all.

I have a Smart-UPS X 1500 (SMX1500RMI2UNC) with management card AP6931.

The card seems correctly configured, and I can access it by serial and by telnet. It responds to pings too.

Unfortunately I'm not able to access the web interface, even if it is in Stat : P+ N+ A+ and the web command displays:

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

It doesn't seems to be the SSL issue (I tried from both Firefox and IE -accepting down to SSL 2.0- with both HTTP and HTTPS). The error reported by the browsers is a generic "Unable to connect"/"This page can’t be displayed".

When I bought the switch I was able to access the card via the web interface until -I think- I modified something in the logs section and after that I wasn't able to access the card anymore. I did several resetToDef and reboot. I remember doing also a format (but not sure). Lastly I did a firmware upgrade to v6.2.1.

Any help? Thank you in advance.

[voidstar_apc]

Does it show a blank page when you try to access it? If so, delete your cookies -- either all or specifically the ones for the NMC.

[BillP]

Are you accessing this from the same subnet or via a WAN link?

This issue came to mind -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA235265 

[Anonymous user]

On 6/9/2015 7:16 PM, voidstar said:

Does it show a blank page when you try to access it? If so, delete your cookies -- either all or specifically the ones for the NMC.

Yes, it shows a blank page with generic error "Unable to connect"/"This page can’t be displayed" as if there is no web server listening there.

I always set my browsers to clean up all files (including cookies) at every closure! 🙂

[Anonymous user]

On 6/9/2015 9:20 PM, Angela said:

Are you accessing this from the same subnet or via a WAN link?

This issue came to mind -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA235265 

Yes this seems exactly my issue, but I'm on the same subnet (I even tried attaching to the same switch just to be sure).

Tomorrow I'll try to set my MTU to 1300.

[BillP]

Okay, if that doesn't work I thought to check/verify proxy server settings but hopefully that is it. I'll wait to see your results and we can go from there with options 

[Anonymous user]

Unfortunately changing the MTU from 1500 to 1300 didn't resolve the issue.

Proxy is correct as I can access both internet and internal websites.

I also tried from three different PCs to exclude a problem on a specific workstation.

[BillP]

Hmm, what if you try a direct crossover connection, just for kicks? I know you already tried connecting to the same switch but I was just thinking maybe it is an issue like duplicate MAC or IP address on the network or something (though the event log on the NMC would likely report that if you can see the event log via Telnet).

We have instructions on doing a direct connection here, if you need it -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156366 

[Anonymous user]

As I said I can access the card by telnet and it responds to pings, so I think we are safe to exclude networking problems.

I tried to connect by ftp (with Filezilla), and it works too (even if strangely I'm not able to move files between the card and my PC, only to list/create/delete them).

Anyway I exported from the telnet console the attached logs.

[BillP]

Well, we have that MTU issue as an example so I am just saying it might be worth a try  

What you described with FTP sounds like an FTP data port being blocked by something, but we saw that same behavior with the MTU issue too.  When you changed your MTU to test, there is no chance it was for the wrong network interface accidentally, was there?

Everything in the logs looks okay too.

Did this ever work for you? I assume maybe you tried a different computer already and stuff?

[Anonymous user]

I tried changing the MTU on another PC, but no luck.

Attached you'll find a screenshot that shows the MTU change and ping, telnet, ftp and http connections.

Tomorrow I'll try to find a crossover cable and directly connect to the card.

[Anonymous user]

I tried with a crossover cable following the instructions linked, but it didn't change.

Another thing I noticed is that the Device IP Configuration Utility cannot find the card.

[voidstar_apc]

At this point I would use wireshark to capture the traffic and see what's going on.

[Anonymous user]

Attached there are two wireshark captures: first one with MTU=1500, second one with MTU=1300.

[Anonymous user · Accepted solution]

Resolved by doing another format (pressing the reset button for 20 seconds), as instructed by APC Support.