Unable to login to NMC interface

BillP · ‎2021-06-29

Hi support,

Good day. I'm doing some notification testing in my NMC AP9630. When I performed the email notification settings, it keeps on rebooting my NMC and after few reboot, it shows the error message as per attachment.

Any idea on resolving this issue?

Thank you.

Best regards,

Kong

BillP · ‎2021-06-29

Are you using Gmail by chance for email? By design, if the Network Management Card is unable to boot after six unsuccessful attempts, this error message could also be displayed. This is a form of a reboot loop and it can be caused by a configuration issue or potentially a firmware bug based on a particular configuration item, such as email. Because you configured email right before it occurred, I asked if you're using Gmail because I've seen it recently with that specifically.

The easiest thing will be to log in via telnet/SSH when you see this screen in your attachment, see if you can run the logzip command to generate a .tar file, then FTP or SSH to the NMC into the /dbg directory and download a folder that should be there called debug_.tar. I can look at these logs and see if I see the error I am familiar with. With other customers, we've pinpointed it to a DNS issue as well so then I'd be more interested in what you're using for DNS with this Gmail configuration to see if we can address it.

These log files can also show the firmware version. I assume you have the correct application version if you got in to configure email but knowing the version will be helpful to. The error can also because by the wrong application being loaded (such as loading Symmetra when you have a Smart-UPS model) as Cristian said. By what you've described, I am doubtful if that is the case though.

See Answer In Context

BillP · ‎2021-06-29

hi Kong , you need to upgrade your firmware, here you have to download the firmware that agree with your ups, is an executable,

http://www.apc.com/shop/ca/en/products/UPS-Network-Management-Card-2/P-AP9630?isCurrentSite=true

regards,

BillP · ‎2021-06-29

Are you using Gmail by chance for email? By design, if the Network Management Card is unable to boot after six unsuccessful attempts, this error message could also be displayed. This is a form of a reboot loop and it can be caused by a configuration issue or potentially a firmware bug based on a particular configuration item, such as email. Because you configured email right before it occurred, I asked if you're using Gmail because I've seen it recently with that specifically.

The easiest thing will be to log in via telnet/SSH when you see this screen in your attachment, see if you can run the logzip command to generate a .tar file, then FTP or SSH to the NMC into the /dbg directory and download a folder that should be there called debug_.tar. I can look at these logs and see if I see the error I am familiar with. With other customers, we've pinpointed it to a DNS issue as well so then I'd be more interested in what you're using for DNS with this Gmail configuration to see if we can address it.

These log files can also show the firmware version. I assume you have the correct application version if you got in to configure email but knowing the version will be helpful to. The error can also because by the wrong application being loaded (such as loading Symmetra when you have a Smart-UPS model) as Cristian said. By what you've described, I am doubtful if that is the case though.