Upgrade caused "The Application Is Incompatible With This APC OS"

[rinkje]

Upgrade of 110 units has caused 2 of them incompatible OS. One had "APP su v1.4.0.19, AOS v1.4.0." and was uppgradet to "2.5.0.6", this one I can't reach when Telnet. The other one was upgradet from "APP sumx v6.5.0, AOS v6.5.0" to "7.1.2", this one I can reach with Telnet. The upgrade was done by the EcoStruxure IT Management. Is there any way to rollback or fix this errors by remote connections. The units is placed more than 500 km from us, and is in our own subnet.

[dpierce4776]

I have run into this many times. Not always with the easiest of outcomes.

for the one you can not reach, usually having someone it the reset button on the card will bring it back to life. sometimes the get "stuck". The reset button will require a small paper clip to push and is usually located near the network port (depending on the card model)

For the one you can reach. enable FTP and ftp to the device. You should see a least two files an AOS file and a SUMX file. Usually the SUMX file is the one missing. Using FTP type the following commands in order, hitting enter after each.

bin

put C:\..(location of the missing file\(missing file name)

From there you should see some verbiage about port opened and uploading the file (you may not see a progress bar). Once the file uploads the unit will reboot and things should start working again.

[rinkje]

This did not solve my problem, no I lost al contact with the ups exept from ping.

[dpierce4776]

Which part did not resolve your issue? Can you please explain?

[rinkje]

The one that i could ftp, i copied the software over and it upgradet and i saw the web interface, then I suddenly lost al contact, exept from that i responce on ping.

[dpierce4776]

Just so I am clear. If I am understanding correctly the one unit you could FTP to, you uploaded the missing file and it started working. But later you lost all contact except ping? is that correct?

If so are you able to FTP or putty to the device at all? Also when you try to go to the web page what does it say?

Some firmware resets the serial communication to SSH only so you would need putty or the like. As well as I ahve seen sometimes after firmware upgrades the web settings gets disabled. If you can putty to the device then check the web settings and make sure HTTP is enabled. And not just HTTPS. We have had issues in the past with web browsers and security when valid certificates are not installed on the NMC. The browser will not connect to it due to security concerns.

Since you can ping it that tells us it is on the network and communicating. Usually when this happens lower level communications like FTP and SSH or telnet still work.

Something else you could try. This sounds like an AP9640 or like card. If so then it uses a standard micro USB cable which is common. If someone is on site that you can use Zoom or the like with get them to connect directly to the device with the USB cable and set up a meeting with you. From there you can see and changing the settings as needed. If not you can get someone to send you the card. Format it then reprogram the card with the needed settings and send it back. There is no need to shut the unit down when pulling or installing the card so it will not cause any down time.