Smart-UPS RT 6000 XL Web Interface and Notification issues

[connie.cook_apc]

We have a Smart-UPS RT 6000 XL and use the Integrated Sensor to monitor our server room temperature. Yesterday, it began reading the temperature incorrectly. The server room temperature stays at 70* - 71* F, but the sensor was reading 74* and 75*. Along with these odd readings, the temperature reading would change within seconds, generating NUMEROUS emails telling us there was a temperature threshold violation, then the violation no longer existed. These emails would come one after the other for about 5 minutes, then stop for about 5 or 6 mintues, then start again.

Additionally, the emails we have set up to notify us via text have stopped completely.
When this was originally set up, we were able to send a "text via email" message to number@messaging.sprintpcs.com and number@txt.att.net. Now, those are failing. Emails to our internal IT team seem to be working okay right now, but in the past 24 hours, there have been intermittent times when the messages would not be sent.

Is there a way to correct these problems or "reset" the web interface or system that would not disrupt power to the unit itself?

[BillP]

http://nam-en.apc.com/app/answers/detail/a_id/9321

could you follow the instructions above and download event.txt, config.ini and data.txt for us to look at before we decide what the best recommended course of action is?

thanks.

[BillP]

As far as the temperature issue goes, the first thing to check is where the probe is located. If it's located in an area that's more likely to get hot such as a heating vent etc, it will of course be different than the temperature of the room. What is the model/serial # of the network management card and what is the current firmware? You can find this out by clicking on administration - > general -> about. If you have older firmware, you would find this data under help - > about system. The model/serial # will be at the top of that screen and the firmware will be below. It will list as APC OS and Application Module.

[connie.cook_apc]

The probe is located where it has been located since April of 2011, so that position has not changed at all. Is the following information what you need?

Hardware Factory
Model Number: AP9619
Serial Number: NA0835009156
Hardware Revision: A10
Manufacture Date: 08/29/2008

Application Module
Name: sumx
Version: v3.5.5
Date: 05/24/2007
Time: 16:14:52

APC OS (AOS)
Name: aos
Version: v3.5.5
Date: 05/24/2007
Time: 15:44:22

[connie.cook_apc]

Thank you for the firmware update software. Are there instructions available? Sorry, I'm not very familiar with this unit at all. It has "just worked" for 2 1/2 years, so we haven't done much to learn about it. (Shame on us) I will attempt to update this after hours, but I may not be able to do it until later in the week due to scheduling issues.

I will set a delay on the alerts to see if that helps as well.

The probe is located on the side of a server rack in a open space - not next to any server or other piece of equipment and it has good airflow around it. We even moved it yesterday afternoon for awhile, but had the same results.

I reviewed the accuracy on the probes and realize that its reading will vary up to +- 3* F. However, the past readings of 69* - 70* were extremely accurate - that is why we are questioning the current readings.

We are also investigating a possible issue with our thermostat in the room to make sure we're covering all the bases that manage the temperature in there. I will see if we have another thermometer or probe we can put in there - I know we do not have one here in the office readily available.

Again, this may take a few days to complete. I certainly appreciate the quick response to my inquiry!

[BillP]

this doesn't require downtime and only reboots the NMC itself, not the UPS.

check out these instructions for AP9619/NMC1 -> http://nam-en.apc.com/app/answers/detail/a_id/768

no problem.

[connie.cook_apc]

I updated the firmware following the instructions, but our notifications to cell phones via text messages are still failing. 😞 Any other suggestions?
Thank you!

[connie.cook_apc]

Well, we found a work-around by adding the IP address of the UPS system to relay through our Exchange email server. It's not ideal, but it works for now. Hopefully, you will have some other suggestions to fix the actual problem. Thanks!

[BillP]

hmm..i have tested this recently and got it to work. i assume nothing has changed on your network as far as you know? do you remember when it started failing? i assume you can send messages to this using your mail server but just the NMC cannot?

[connie.cook_apc]

No changes except Windows updates to our system, which could be affecting this situation. We have Exchange 2003 installed on a Windows 2003 Standard Server. I do not recall when this started failing...but it has been at least 2 months. We can send SMS messages from Outlook and I even set up a rule in Outlook and a contact in Exchange with my SMS account, but the system will not forward these notifications based on my rule.

[BillP]

interesting. i revisited your config.ini and it looked fine - with recipient's setting being used. if you do a DNS query on the card to those domains you want to send to, does it work?

[connie.cook_apc]

When I query by FQDN "messaging.sprintpcs.com", the error is "DNS server could not process query". When I query by MX "messaging.sprintpcs.com", I receive an IP address. Is this what you are asking me to do?

[BillP · Accepted solution]

yep. ok, that seems to work alright from the card's point of view. let me see what else i can find out and post back.