SMART-UPS 1500 RM Network management card issues

[Anonymous user]

Hi,

Looked online but couldn't find an answer.  Our UPS has been issuing messages over the past couple of weeks that it is warmstarting, randomly, mostly when logging into it but randomly as well.  This is the main culprit of an error message:

System: TCP/IP stack failure. Module: tfSheapFree-assertion error line 551, file(.\treck\source\trsheap.c)

It then warmstarts and resets it's ip address:

22-Jun-13	11:48:35	Environment: Restored the local network management interface-to-integrated Environmental Monitor Input T Sensor (Int Sensor at Int Sensor Loc) communication.
22-Jun-13	11:47:44	UPS: Restored the local network management interface-to-UPS communication.
22-Jun-13	11:47:17	System: Network service started. System IP is 172......... from manually configured settings.
22-Jun-13	11:47:17	System: Warmstart.

This morning I have cold booted it and reseated the network card but the error returned straight away.  Trying to find out where to from here?

Regards

Peter

[Anonymous user]

and it's just gone through and done it again:

22-Jun-13	12:01:06	Environment: Restored the local network management interface-to-integrated Environmental Monitor Input T Sensor (Int Sensor at Int Sensor Loc) communication.
22-Jun-13	12:00:15	UPS: Restored the local network management interface-to-UPS communication.
22-Jun-13	11:59:48	System: Network service started. System IP is 172........... from manually configured settings.
22-Jun-13	11:59:48	System: Warmstart.
22-Jun-13	11:59:27	System: TCP/IP stack failure. Module: tfSheapFree-assertion error line 551, file(.\treck\source\trsheap.c)

[BillP]

For starters, kindly check our online knowledge base ID FA156063 through our FAQ page.  It lists down all the possible causes on why would a Network Management Card do a warmstart.  Next, kindly let us know the model number of the UPS and NMC that you are using.  Then download and attach the event logs of your NMC, if this is your first time to download the event log kindly follow the steps outlined in knowledge base ID FA156131.

Kindly note the firmware that is loaded on your NMC, it would be helpful if you can update it to the latest firmware.

[Anonymous user]

Hi Jon,

Thanks for all that.  Have followed it through and nothing out of the ordinary points to anything in the FAQ.  It is an APC Smart-UPS 1500 with an AP9617 NMC that has v3.7.2 firmware already loaded.  These events started on the 14th of June and occur randomly at 4:03am and 4:03pm and whenever the network interface is being accessed or navigated through.  The main culprit is always the event, "System: TCP/IP stack failure. Module: tfSheapFree-assertion error line 551, file(.\treck\source\trsheap.c)".  Attached are the log files:

[BillP]

If it were me, I'd keep this config.ini as a backup and if possible for the card and reset your AP9617 to defaults and then either exclude the TCP/IP settings when you do that (if you cannot reconfigure the IP) or you can include that if you're able to set the IP easily. I always like to wipe everything away completely if possible. On this card, that means reset all including TCP/IP settings.

If possible, I'd let it run at default configuration after the reset for a bit just to see if it continues to do that with no configuration loaded on it (maybe for 1-2 days) and then if it runs OK, go ahead and re-upload your config.ini. I understand if after resetting to default, you need to make minimal configuration changes such as email notifications (which you can upload just parts if your config.ini file that hold this configuration if its easier).

[Anonymous user · Accepted solution]

Thanks Angela.  Yeah I think I'm getting to that point too.  Looks like a weekend job