UPS not found?"

Anonymous user · ‎2021-07-01

I have recently installed a UPS Network Management Card on APC Smart-UPS XL 3000VA 230V Tower/Rack Convertible.

It was working fine on the first day but when i return on the 2nd day, it says that the UPS is not found.

The web interface for the SNMP is displaying "UPS not found"

I have tried to reset the SNMP card a few times, change the IP, change the network port and even swap the SNMP card with another

it still shows the same message "UPS not found"

the SNMP card seems to be working fine on another UPS.

Can some1 please help?

BillP · ‎2021-07-01

thank you - that was helpful. i don't think the problem is the management card - i think the problem is the UPS is not talking to the management card. What is connected to the back of the UPS? A random serial cable or accessory connected to the serial port can cause this problem and disrupt communications. I suggest you remove any serial cables connected to the UPS serial port. You should only have your AP9630 connected, power cords, and network cable to the AP9630.

i suggest we reset and braindead the UPS to see if that fixes the communication after any serial cables are removed. Can you confirm the exact model of the UPS on the white sticker on the back is SUA3000XLI? I just want to make sure I give you the right instructions. If that's the case, let's do the steps below.

Turn off any attached load to the UPS and unplug it.
Turn off the UPS itself by pressing the off button on the front
Unplug the UPS from AC power.
Hold down the off button on the front of the UPS for 3-5 seconds until you hear a click and the front panel LEDs flash.
Reconnect the UPS to AC power and you can turn it back on
Reconnect your load to the UPS
Check AP9630 status.

See Answer In Context

BillP · ‎2021-07-01

Hello,

This is typically not something we recommend or support but if you have special applications, this will be do-able with newer style UPSs that have independent serial, USB, and SmartSlot communication channels. These UPS models begin with SMX, SMT, or SRT. Older platforms have communication channels that are all part of the same bus and using more than one at the same time is not reliable or the intention.

Or, I am not sure if you're aware that apcupsd does have some SNMP support. I don't know the details but I was under the impression it could monitor the UPS via SNMP so you could use it for apcupsd as well as general SNMP monitoring outside of apcupsd.

Anonymous user · ‎2021-07-01

I have recently installed a UPS Network Management Card on APC Smart-UPS XL 3000VA 230V Tower/Rack Convertible.

It was working fine on the first day but when i return on the 2nd day, it says that the UPS is not found.

The web interface for the SNMP is displaying "UPS not found"

I have tried to reset the SNMP card a few times, change the IP, change the network port and even swap the SNMP card with another

it still shows the same message "UPS not found"

the SNMP card seems to be working fine on another UPS.

Can some1 please help?

BillP · ‎2021-07-01

Can you please log into it and let me know what you see on the web interface under Administration tab->General->About option for firmware names and versions. A screenshot would be helpful.

Lastly, if you can provide the event log, that'd also be a helpful. Instructions are in the knowledge base @ http://www.apc.com/site/support/index.cfm/faq/ and search for article ID FA156131. Again, I only need the event log file. This will also give me the firmware version and names if you are not able to find them via the web UI.

Anonymous user · ‎2021-07-01

Hi Angela,

I have inserted the required files as requested above.

BillP · ‎2021-07-01

thank you - that was helpful. i don't think the problem is the management card - i think the problem is the UPS is not talking to the management card. What is connected to the back of the UPS? A random serial cable or accessory connected to the serial port can cause this problem and disrupt communications. I suggest you remove any serial cables connected to the UPS serial port. You should only have your AP9630 connected, power cords, and network cable to the AP9630.

i suggest we reset and braindead the UPS to see if that fixes the communication after any serial cables are removed. Can you confirm the exact model of the UPS on the white sticker on the back is SUA3000XLI? I just want to make sure I give you the right instructions. If that's the case, let's do the steps below.

Turn off any attached load to the UPS and unplug it.
Turn off the UPS itself by pressing the off button on the front
Unplug the UPS from AC power.
Hold down the off button on the front of the UPS for 3-5 seconds until you hear a click and the front panel LEDs flash.
Reconnect the UPS to AC power and you can turn it back on
Reconnect your load to the UPS
Check AP9630 status.

Anonymous user · ‎2021-07-01

thanks for the info. If the problem still persists after doing all the step, what does it mean?

BillP · ‎2021-07-01

We'd try this card in a different UPS if possible or try a different card in this UPS to determine if it is the card or the UPS. 99% of the time in my several years experience with this, the problem is with the UPS - communications or the SmartSlot itself. Since the AP9630 doesnt have any moving parts and powers on and was working at one point, my best educated guess is an issue with the UPS.

Anonymous user · ‎2021-07-01

Thanks Angela. That really helps. Apparently there was a serial cable connected behind the UPS. We have unplugged it and the connection is restored.

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UPS not found?"