SUVTP30KH+AP9619 ignores S, @000, KK and ZZ commands over serial

[BillP]

I use dozens of APC SmartUPSs with serial cables and apcupsd. On power outage notification from the UPS, after running on battery for 10 minutes, the PC initiates shutdown. Just before halt, it sends the "S" command to the UPS, which tells the UPS to cut power to load and watch the utility line. When utility power returns, it pulls up the load and the PC boots. (apcupsd checks if the response to "S" is "OK" or "*" --- if not, it tries stronger measures @000, KK and ZZ.) No problem there.

I want exactly the same behavior from a 30kVA online SmartUPS SUVTP30KH. It has a serial port but also a AP9619 installed. I removed the AP9619. Then I connected the serial port with APC-approved cable to a PC. I used apctest to enter into serial communication with the UPS, and verified that the reply to "Y" is "SM" and "^A" return the UPS's model string. Now I cut utility power, and typed "S", but the response was "NA". Then I typed "@000" (with two seconds of pause between characters) and got "NANANA". For "KK" and "ZZ" the response was "NANA".

Another curious observation: if I reconnect the AP9619 and use a browser to log on to the Web server on the AP9619 and navigate to UPS -> Configuration -> Shutdown, the first line on that frame is "Shutdown Mode: Never". Also, if I navigate to Control, the last line in the frame is "Note: UPS is configured to never shutdown. No shutdown control commands will initiate."

I am ok with using either serial or the AP9619 (with PCnet or SNMP). But I am not able to get the specified behavior for our needs:
* Pretend we have only one PC powered by the UP.
* Do not wait for low battery. (We power down because our ACs stop, even if we have batteries in good shape.)
* After running on battery for 10 minutes, the PC must initiate shutdown (it does at present, with serial and SNMP).
* Shortly after the PC completes shutdown, the UPS must cut power to the PC. This is simply not happening at present. Not with PCnet, not with SNMP, not with serial!

APC's own documentation and support leave a lot to be desired. Any guidance, beginning with a factory-reset AP9619, or the serial port, will be strongly appreciated.

Message was edited by: 545ad3

[voidstar_apc]

You're right -- it's not in the local display. I asked again and the UPS engineer clarified it was only available on the local service port, which is a separate serial port on the UPS. It sounds like you haven't had a good experience with APC's tech support, but it might be worth calling them again and asking how to change the "secure shutdown mode" via the local service port.

[BillP]

voidstar wrote:
You're right -- it's not in the local display. I asked again and the UPS engineer clarified it was only available on the local service port, which is a separate serial port on the UPS. It sounds like you haven't had a good experience with APC's tech support, but it might be worth calling them again and asking how to change the "secure shutdown mode" via the local service port.

Yes, I have noticed that other "serial-looking" port on the front panel. My best bet remains to get the above information through this forum and try it out myself. A Web search was unfruitful. Can I run minicom or hyperterm on this port like on the smart serial port?

Is it impolite to ask for direct access to and instructions from the APC engineer you refer to here?

Message was edited by: 545ad3

Message was edited by: 545ad3

[voidstar_apc]

Sent details via private message.

[voidstar_apc]

Changing the shutdown mode via the local service port solved the customer's problem.

[BillP]

hello. first off, just let me say I am not familiar with this UPS - I am familiar with the single phase smart UPS and the network management cards. what version of AOS and application (sumx) do you have on this AP9619?

what i'd recommend is that you reset the UPS to defaults via the NMC which should be under the Administration Tab->General->Reset/Reboot->Reset Only and choose UPS to defaults. If you need to reset the NMC to defaults, on that same screen, you can do reset to defaults and then specify if you want to reset TCP/IP settings too or exclude those if you don't want to reset them.

have you tried APC powerchute network shutdown (PCNS) at all? i am familiar with what apcupsd is but i can't say I have actually used and installed it.

it seems like you should be able to just use this and the network management card and tell PCNS to shutdown the PC after the UPS has been on battery after 10 minutes. then PCNS can be configured to turn the UPS off after it is done turning off.

this might help a bit to tell you how things are designed to happen with PCNS:

http://www.apcmedia.com/salestools/TDOY-5UQVBV_R3_EN.pdf

[BillP]

I have a really simple question for APC, but it's proving unbelievably difficult to extricate a straight technical answer. All details about my UPS are known to them (including serial number), and it is under first year manufacturer's warranty. Does this UPS support powering down loads after PCNS shutdown? If yes, why+how is my configuration wrong? If no, is there a way to flash a different firmware to get killpower working? Why is it unreasonable to expect a prompt answer? Chances are, the designers of that that UPS are still alive, and they may even still be APC/Schnieder employees. But the representatives of APC in India is absolutely atrocious. They don't have the smallest clue. Seems APC has only sales people in India.


UPS manufacture date: 12/2010
UPS firmware 909.0501.I
PCNS version 3.0.1

NMC Model Number: AP9619
Hardware Revision: A10
Manufacture Date: 12/21/2010

Application Module
Name: sumx
Version: v3.7.2
Date: 02/02/2010
Time: 19:08:16

APC OS (AOS)
Name: aos
Version: v3.7.3
Date: 02/02/2010
Time: 17:05:14

Message was edited by: 545ad3

[voidstar_apc]

>
I have a really simple question for APC, but it's proving unbelievably difficult to extricate a straight technical answer. All details about my UPS are known to them (including serial number), and it is under first year manufacturer's warranty. Does this UPS support powering down loads after PCNS shutdown?
>

Yes, all SmartUPS do (probably BackUPS with USB comms as well). If you want to test this, unplug the UPS and then command the NMC to reboot it. It should turn off, wait for AC, and then turn back on when you plug the power cord in.

>
If yes, why+how is my configuration wrong?
>

I'm not sure because I don't have enough familiarity with apcupsd -- the apcupsd-users list has more knowledgeable people in that area. That's why we're curious if you've tried PCNS because that should work. As for the UPSLink commands themselves, APC considers the link-language proprietary so I can't be much help there. I assume you've tested "apccontrol killpower" with the UPS unplugged?

[BillP]

"Yes, all SmartUPS do (probably BackUPS with USB comms as well). If you want to test this, unplug the UPS and then command the NMC to reboot it. It should turn off, wait for AC, and then turn back on when you plug the power cord in."

Wrong. It appears this particular SmartUPS explicitly denies any ability to shut down its load under PCNet or apcupsd control. The experiment you suggest above works, but is of no value. I want PCnet or apcupsd to successfully command the UPS to cut power, not the Web interface to the NMC.

"I'm not sure because I don't have enough familiarity with apcupsd -- the apcupsd-users list has more knowledgeable people in that area. That's why we're curious if you've tried PCNS because that should work."

I have tried both PCNS and apcupsd. They show the exact same behavior: the OS shuts down, but the UPS does not (can not) cut power to the load.

Please read carefully this thread and also the following ones. I am an experienced sysad and unlikely to have committed any silly mistakes.

[http://sourceforge.net/mailarchive/forum.php?thread_name=4FCA6497.5080305%40sagebrushnetworks.com&fo...] and
[http://sourceforge.net/mailarchive/forum.php?thread_name=4F83020F.6070906%40cse.iitb.ac.in&forum_nam...]

"I assume you've tested "apccontrol killpower" with the UPS unplugged?"

Yes. The UPS consistently and completely ignores the command.

At this point I almost know the answer: "Your specific UPS model does not support power down of load initiated from PCnet/PCNS or apcupsd." But it's a pity there is no one alive in APC to tell me that authoritatively.

Message was edited by: 545ad3

Message was edited by: 545ad3

[voidstar_apc]

My apologies, I missed the part about "Shutdown Mode" and it's the first I've heard of that feature.

I asked one of the UPS engineers here, and it's a feature accessible through the front panel display to disallow shutdown via UPSLink. Looking at [the manual|http://www.apcmedia.com/salestools/AHIE-83NAUF_R0_EN.pdf], I would guess it's under setup->shutdown. I recommend the secure shutdown mode which accepts a double-byte UPSLink turn off command.

Hope that helps.

[BillP · Accepted solution]

voidstar wrote:
it's a feature accessible through the front panel display to disallow shutdown via UPSLink. Looking at [the manual|http://www.apcmedia.com/salestools/AHIE-83NAUF_R0_EN.pdf], I would guess it's under setup->shutdown.

I left no stone unturned before asking for help. On the front panel of the UPS, that menu path takes you to precisely the same menu as through the Web interface to the NMC ("upshutdn.htm") --- in that menu, you get to choose Low Battery Duration, Shutdown Delay, Basic Signaling Shutdown, Sleep Time, End of Shutdown
Minimum Battery Capacity, and Return Delay. At the top of the (Web page) panel is the emphatic announcement: "Shutdown Mode: Never" without any option to change said shutdown mode.

The world has indeed come to the point where the manufacturer of such a gadget does not have the human resources to send back one email of the form: "We have checked that your UPS, serial number X123, firmware revision PQR dated YY/MM is hardwired to never shutdown. No flashing of firmware or configuration of software can achieve what you want. The UPS will not obey killpower commands. You can only switch the load off manually from the front panel or the Web interface." OR "Here is a link to a firmware. Please flash it and you will be able to change the shutdown mode to what you want." APC India has been playing phone and email tag for over a month now without any real action. I can understand why: they do not have a single person capable of even understanding the setup and the goal.

This is a very bad state of affairs. I have already informed our IS organization about the undesirability of APC hardware. We have several hundred small and large UPSs on our premises, so turning to another brand will be a significant change for us. But probably worthwhile.