SUM1500RMXL2U UPS show Lost Communication to the UPS under QUICK STATUS

[Anonymous user]

On several SUM1500RMXL2U UPS that we just installed, we see:

1. Lost Communication to the UPS under QUICK STATUS.
2. No logs under Home > Recent Device Events
3. No logs under Logs tab.
4. Under UPS > Overview, all subs show Lost Communication to the UPS

I have restarted Management Interface card but that doesn't fix the problem. The UPS show status is online and no Alarm is present.

Anyone can give suggestion? I don't want to restart the UPS because there are servers connecting to these UPS now.

Thanks,
Indo

[BillP]

Good work Indo, if you'll encounter any problem just let us know.

[Anonymous user]

On several SUM1500RMXL2U UPS that we just installed, we see:

1. Lost Communication to the UPS under QUICK STATUS.
2. No logs under Home > Recent Device Events
3. No logs under Logs tab.
4. Under UPS > Overview, all subs show Lost Communication to the UPS

I have restarted Management Interface card but that doesn't fix the problem. The UPS show status is online and no Alarm is present.

Anyone can give suggestion? I don't want to restart the UPS because there are servers connecting to these UPS now.

Thanks,
Indo

[Techie_apc]

Indo,

I would do the following troubleshooting steps to fix the issue.

* Verify if the card has the latest firmware. If the card has an older firmware version, then I recommend you to upgrade the card firmware to the latest version. Click here to view the K-base doc that explains How do I upgrade the firmware on your card.

* Refer K-base IDs- [442|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=442],[770|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=770]

* If you have another working NMC, then swap out the card to see if the problem lies with the NMC or UPS smart slot bay.

I hope that this helps.

[BillP]

Indo,

Let us check first what kind of AOS/APP are loaded on your network management card. Please login to the web interface and then click on the Administration tab, choose the General button and then click on the About link. Once you are on the About list, please tell us what you have under Application module and APC OS (AOS).

If you have the correct Application loaded on your UPS you should see SUMX with the version of what is loaded on your card.

[Anonymous user]

Hi Jon,

Below is the information:

Application Module

Name: sy
Version: v3.5.8
Date: 11/05/2008
Time: 16:28:07


APC OS (AOS)

Name: aos
Version: v3.6.1
Date: 08/13/2008
Time: 18:49:49

Thanks.

[BillP]

Hi Indo,

Thank you for posting these information. Just like what I have suspected, the firmware that was loaded on the card is for our Symmetra(*sy*) units. To help you resolve the problem I highly recommend that you download the firmware that would work for your UPS which is SUMX (Smart-UPS and Matrix).

Please go to our APC download page --> [Download Page|http://www.apc.com/tools/download/index.cfm] and then on the first drop down box please choose Firmware Upgrades - Network Management Card. If done correctly you will be given a list of all the firmwares available for both the Network Management Card 1 and 2. I would like you to click on the SFSUMX358(Network Management Card v3.5.8 firmware executable for Smart UPS and Matrix w/ AP9617/8/9) download button, you might be asked to login first before you can download it so please do so. This is a self-extracting file and I suggest that you create a folder/director in which the files can be extracted.

To help you out, here is an APC Knowledge Base Article regarding firmware upgrade --> [please click here|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=768].

Goodluck and keep us posted.

[BillP]

the com card has an apc db9 going to one of the servers, to my surprise swapping the slots the 17 and 19 were in fixed the issue. I am still not understanding the need or use for having both cards in there but i actually got it working now. Thanks for the reply! 😄

[BillP · Accepted solution]

I am having a similar issues w/ a Symmetra RM (sypf12kt). I am able to view system logs but get

UPS Status: Unavailable

Online


Quick Status

Lost Communication to the UPS
(also receive this when trying to go to any other sub-menus on the UPS tab).
This UPS has two management cards (a 9617 and 9619) as well as an unlabled communication card (that serial connection appears to work on). I've not tried using the 9617 but have tried reseating the 9619 and updated the firmware.

It is now running:
Model Number: AP9619
Serial Number: ZA0623027863
Hardware Revision: A10
Manufacture Date: 06/03/2006
MAC Address: 00 C0 B7 7F 24 FE
Management Uptime: 0 Days 0 Hours 32 Minutes


Application Module

Name: sy
Version: v3.7.2
Date: 02/02/2010
Time: 18:22:54


APC OS (AOS)

Name: aos
Version: v3.7.3
Date: 02/02/2010
Time: 17:05:14

All other non ups related functions apprear to work. Any help or suggestions would be appreciated.

Thanks,
LeRoy