Symmetra communications issues

Anonymous user · ‎2021-06-30

I have a SY12KEX and cannot get my main unit to communicate with our extended unit. The cable appears to be good but it just says E7 and every so often the main unit detects the batteries then after a couple of minutes they disconnect again. I tried reseating all the cards as discussed in another thread and the problem still exists. Additionally, I'm not able to telnet to the device either. Any ideas?

Anonymous user · ‎2021-06-30

I have a SY12KEX and cannot get my main unit to communicate with our extended unit. The cable appears to be good but it just says E7 and every so often the main unit detects the batteries then after a couple of minutes they disconnect again. I tried reseating all the cards as discussed in another thread and the problem still exists. Additionally, I'm not able to telnet to the device either. Any ideas?

See Answer In Context

TheNotoriousKMP_apc · ‎2021-06-30

I would recommend getting all the replacement batteries first, then running a runtime calibration. You only need to initiate one of those per year roughly, as the UPS should provide near-accurate runtime otherwise.

TheNotoriousKMP_apc · ‎2021-06-30

How long has this setup been present? It may be a combination of the Firmware on the XR communications card and the Main Intelligence Module. With regard to the web card, if you Hyperterminal in, you should see a section on the right hand side that says "Stat: P+ N+ A+" If all three are + signs then you might want to check your network configuration within the card, and see if Telnet is enabled or disabled.

Anonymous user · ‎2021-06-30

Sorry I forgot to mention the fact that I'm also not able to connect via the serial cable either.

Anonymous user · ‎2021-06-30

Try putting the UPS into Maintenance Bypass and turn the System Enabled switch off. Then reseat the Intelligence modules and possibly the Web card. Check the leds on the Web card, the status and link leds, and compare them to their corresponding operation in our user guide, assuming this is an AP9617/8/9 card. You may want to confirm the part number.

http://www.apcmedia.com/salestools/ASTE-6Z5QEW_R0_EN.pdf

You may also want to try swapping out the comm cable between the XR and the Mainframe.

Can you ping the Web card?

Anonymous user · ‎2021-06-30

I tried all the above on Saturday but it did not help the issue. As for the web card... it is a 9606 10baseT card and has a connection but does not appear to be pulling a DHCP lease. Are these cards configured for DHCP by default and if not how can I set it. I don't have the CD that came with the device so I can't you the Wizard to set it up.

Also, is that comm cable just a standard telephone cable?

Message was edited by: joshrock11

Cap1_apc · ‎2021-06-30

The older 9606 cards do not have DHCP capabilities. That feature was added into our current network management line (AP9617, AP9618, AP9619).

You can setup the TCP/IP settings on the 9606 in the following ways:

Bootp
HyperTerminal - using serial cable 940-0024c
Webcard wizard - You can download the wizard off the website (http://www.apcc.com/tools/download/index.cfm)
ARP

You can also find more documentation in Kbase 3061:
http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=3061&p_created=1069703361&p...

^ Although that kbase mentions the current gen cards, it is the same procedures for the 9606

Message was edited by: Cap1

Anonymous user · ‎2021-06-30

I've been all over their site trying to find it. What is it called?

Cap1_apc · ‎2021-06-30

The communications cable from the main unit to the extended run frame is a 4 wire straight through RJ-9 cable. This is not a standard phone cord (which is RJ-11 connector) RJ-9 is a smaller connection, commonly found on "handset" cords (the line between your phone and the handset piece)

APC part # 0W6002B

Message was edited by: Cap1

Cap1_apc · ‎2021-06-30

On the software/firmware page go to "Software upgrades - wizards and configurators", then choose APC Device IP Configuration Wizard.

I should add that the wizard may not work if the card has been configured once already....
In such a case you will most likely have to go with the hyperterminal procedure.

Message was edited by: Cap1

Anonymous user · ‎2021-06-30

awesome... tcpdump and discovered the IP address... now how do I reset the password on this thing?

Anonymous user · ‎2021-06-30

In theory I could just create this cable then... how about the serial cable. Is that a standard serial connection like to a switch or router?

Anonymous user · ‎2021-06-30

No, the serial cable is an APC proprietary smart signalling serial cable.

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=940%2D0024

Thanks.

Anonymous user · ‎2021-06-30

I tried the device IP wizard and tried to console via the serial interface and neither work. Is there any additional troubleshooting before I start buying new cables and then replacing the cards themselves?

Anonymous user · ‎2021-06-30

What lights are lit on the AP9606 card? You should see both a status light and a link light. Can you please describe what these lights are doing?

Anonymous user · ‎2021-06-30

Both lights are working as I suspect they should. The one shows it is communicating with the UPS the other acknowledges the network connection. However, should I see this card as an "accessory" in the menu on the UPS? I don't see any config information for any of the cards in the menu.

Anonymous user · ‎2021-06-30

No you should not see the card in the Accessories menu. The only way to communicate with the card is serially/telnet/web.

So, the Status LED is solid green and the Link LED is flashing? If so, this means that the card has been configured already with IP. In this case, unless you know the IP address of the card, there is no way to get to this card without connecting serially.

What actually happens when you try to telnet to the card? Loss of connection, error message, lack of response?

Anonymous user · ‎2021-06-30

UPDATE

We found a way to telnet in using a backdoor password and read the user and password from memory in cleartext. Nice going APC... security... what do you need that for. Here is the vulnerability if anyone needs to know in the future.

http://www.net-security.org/vuln.php?id=3262

Anonymous user · ‎2021-06-30

Also, the XR in question was purchased at the same time as the Main stack. These batteries are also all original and only one of them has been indicated as "bad".

Anonymous user · ‎2021-06-30

Intelligence Module (IM)
Status: On & OK
Master Firmware Revision: 128
Slave Firmware Revision: 207
Serial Number: ED0049000621
Manufacture Date: 11/29/00
Hardware Revision: NA

Redundant Intelligence Module (RIM)
Status: On & OK
Firmware Revision: 207

TheNotoriousKMP_apc · ‎2021-06-30

I think that issue was addressed and rolled back to the last firmware rev. I would use the 2.x sumx firmware and this aos file:

ftp://ftp.apc.com/apc/public/hardware/nmcard/firmware/aos/v212a/

Anonymous user · ‎2021-06-30

I just updated the firmware of the SNMP card this morning. I also called APC Tech Support about the E7 error and they are sending me a new cable to try. Also, for the E7 support just recommends the following

1. Reseat all cards (SYCC, SYXRCC, Intel. Mod)
2. Replace comm cable
3. Replace comm cards
4. Replace intel. modules

I'm hoping the cable is the only thing bad.

TheNotoriousKMP_apc · ‎2021-06-30

It shouldn't be the XR communications Card, it's a possibility that it is, but chances are it's isolated to either the MIM, Symmetra main communications card, or the XR Communications Cable.

Anonymous user · ‎2021-06-30

Suggestions on ways to rule out the MIM would be great. I don't exactly have a spare laying around to test. I am however going to order an SYCC to rule it out.

TheNotoriousKMP_apc · ‎2021-06-30

What's the current main FW and SLV versions on the MIM?

TheNotoriousKMP_apc · ‎2021-06-30

Hi,

That MIM FW is extremely old, it's pretty much 8 years old, as explained by the Serial Number. The newest firmware is MAIN 143, SLV 227. Chances are, if these are new batteries, this could be the root cause of the problem.

Anonymous user · ‎2021-06-30

Does that mean I need to buy a new MIM? Tech support told me it was not updateable

TheNotoriousKMP_apc · ‎2021-06-30

Personally, I wouldn't sit too much longer on those. They're 8 years old. The life expectancy of the battery is approximately 3-5 years. You may run into a problem down the line with 8+ year old batteries becoming hot or swollen during recharge after a deep discharge.

Anonymous user · ‎2021-06-30

I have been having problems telnetting into my APC 3000 smart UPS. Having tried using the default user names and passwords to no avail I came accross your article on the backdoor method.
I can telnet into the UPS as you mention however I can-not find the user name and password.
It first asks me for the baud rate then once it passes the application checksum it displays the hardware revision No., serial No., Mac Adress etc. without displaying the required information.
Any further help would be greatly appreciated.

TheNotoriousKMP_apc · ‎2021-06-30

Hopefully Joshrock is still lingering around these boards somewhere. Unfortunately, you won't receive any help from APC Admins/Moderators on that link he provided. However, if you have the 940-0024 or 940-1524 serial cable, you can certainly do the password reset procedure that's outlined in the K-base and User Manual.

Anonymous user · ‎2021-06-30

I have a SY12KEX and cannot get my main unit to communicate with our extended unit. The cable appears to be good but it just says E7 and every so often the main unit detects the batteries then after a couple of minutes they disconnect again. I tried reseating all the cards as discussed in another thread and the problem still exists. Additionally, I'm not able to telnet to the device either. Any ideas?