Problem with accessing network management cards remotely

[BillP]

This question was originally posted by Matt on APC forums on 4/29/2015

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We have several sites across the world where i'm having problems accessing the GUI's in Internet Explorer and Firefox from the UK.  I can however access them via telnet and when in country?

Example...

Ghana we have several UPS being monitored. AP9630s and AP9631s card installed.  All are running v6.0.6.  The local supprt guy based in Accra can access all the UPS remotely in the country via the GUI.  When i try to access from the UK I am unable to except via telnet.  A guy in Nigeria has also tried to access the UPSs in Ghana and cannot.  This isn't just limited to Ghana, it is sever sites across the EMEA region.

Our WAN and LAN teams have checked the firewalls and network bits and see no reason why i cannot access them?  Has anybody else come across this problem before?

[BillP]

This reply was originally posted by Angela on APC forums on 4/29/2015

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Sounds like what we have documented here -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA235265 

[BillP]

This reply was originally posted by Matt on APC forums on 4/30/2015

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Hi Angela

Thanks for the info I've tried the work around now and although it has seemed to make some difference it's not fixed the issue.  I've had to use a smalled MTU than the 1300 recommended in the workaround.

C:\>ping 10.147.154.237 -f -l 1273

Pinging 10.147.154.237 with 1273 bytes of data:
Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.

Ping statistics for 10.147.154.237:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\>ping 10.147.154.237 -f -l 1272

Pinging 10.147.154.237 with 1272 bytes of data:
Reply from 10.147.154.237: bytes=1272 time=81ms TTL=250
Reply from 10.147.154.237: bytes=1272 time=81ms TTL=250
Reply from 10.147.154.237: bytes=1272 time=94ms TTL=250
Reply from 10.147.154.237: bytes=1272 time=58ms TTL=250

Ping statistics for 10.147.154.237:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 58ms, Maximum = 94ms, Average = 78ms

netsh>interface ipv4 show subinterface

   MTU  MediaSenseState   Bytes In  Bytes Out  Interface
------  ---------------  ---------  ---------  -------------
  1500                1  692723679  483697084  Ethernet
4294967295                1          0     169057  Loopback Pseudo-Interface 1
  1500                2  307088215  143704572  Wi-Fi
  1272                5          0          0  Local Area Connection* 2

I then tried to access the UPS on Internet Explorer and Firefox with no luck.

There is a way to downgrade the firmware on the UPSs correct?  What was the last version of firmware that didn't hhave this issue?

[BillP]

This reply was originally posted by Matt on APC forums on 4/30/2015

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Hi Angela

I was changing the wrong interface.  Now i've changed the correct one it's working fine and i can connect to the UPSs.

Is there a time frame for this fix?

[BillP]

This reply was originally posted by Angela on APC forums on 4/30/2015

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I don't have a confirmed time frame but it is something I am constantly driving to escalation on behalf of customers as the impact to you and other customers is high (and annoying). I will add your case/issue to our bug report as yet another case and to re-iterate the priority. I know someone is actively working on it but last I checked, we did not have a fix confirmed.

I forgot, if you prefer to downgrade, firmware v5.X.X does not have this issue. If you were interested in considering downgrading, please read here first -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA167693 and I could provide the older firmware if you'd like to do that. I am not sure if you've ever used the older firmware as it is quite different and does not have as many features (SSL/TLS email authentication, multiple user login/accounts, etc) but of course has this issue you're seeing. v5.X.X has an older blue/white interface if you've ever seen it..

[BillP]

This reply was originally posted by Matt on APC forums on 5/5/2015

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I've changed the MTU on a few or our desktops and laptops and we will get by for the time being.

Thank you again for your time, effort and information!

[BillP]

This reply was originally posted by Angela on APC forums on 5/5/2015

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No problem! We have someone dedicated dealing with it this week to wrap it up. I can't make any promises but if we have a beta that could be made available, would you be interested in testing it on one of your devices and seeing if putting your MTU back to what it was with the new firmware works as it should?

[BillP]

This reply was originally posted by Matt on APC forums on 5/5/2015

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Yes sure!  I have a site in London that we could test it on to start with.  I wouldn't want to use the Africa ones straight away as alot of those sites are very remote and hard to get to.

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 5/5/2015

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Ok, I'll add you as a friend so that if the opportunity comes up, I can private message you some details. Thanks for your patience and help!