"Lost Communication to the UPS" in Web Interface

[Anonymous user]

After upgrading the firmware on my NMC from 2.6.x to 3.7.3 almost every page in the web interface gives the "Lost Communication to the UPS" error.

My NMC is an AP9619. I've tried putting my Smart-UPS On-Line RT 6000 XLT into standby, reseating the NMC, and then putting the RT 6000 XLT back into on-line mode but the card comes back up the same. When I SSH into the card and select "1- Device Manager" the only option is "1- Environmnet" and there is no second option for the UPS itself.

[voidstar_apc]

What file did you load in to update to 3.7.3?

Alternatively, what are the first two items when you FTP to the NMC and list the directory (dir)?

My guess is the wrong app for your UPS is loaded, and if so, it's easy to put the right one back in.

[Anonymous user]

I updated using apc_hw02_aos373_sumx372.exe. I now see apc_hw02_aos_373.bin and apc_hw02_dp3e_372.bin  when I FTP in. Turns out that I was wrong about the model of my UPS and I actually have an SURT8000XLT (with step down transformer). The firmware update tool for that UPS model doesn't seem to be working. Can I just replace one of the files on the FTP server and reboot the management card? Should I swap apc_hw02_aos_373.bin for apc_hw02_aos_202.bin?

[Can0nFan_apc]

I know this is an old thread but I am alos using "new to me" older equipment

I too am seeing loss of communication with the UPS constantly on my APC Smart-UPS 1500RM2

my network card is the AP9630 and it worked great for the first little while and started acting up a couple months ago (have had this card for about 4 months)  sometimes resetting the card to factory or re-seating it worked

so far tonight nothing is restoring communication

here is the stats from the about network section

Hardware Factory

Model Number

AP9630

Serial Number

BA0951020710

Hardware Revision

05

Manufacture Date

12/17/2009

MAC Address

00 C0 B7 50 4D C3

Management Uptime

0 Days 0 Hours 2 Minutes

Application Module

Name

sumx

Version

v6.4.0

Date

Dec 18 2015

Time

15:14:26

APC OS (AOS)

Name

aos

Version

v6.4.0

Date

Dec 18 2015

Time

15:04:27

APC Boot Monitor

Name

bootmon

Version

v1.0.8

Date

Apr 8 2014

Time

10:59:40

[B-DoubleE_apc]

Hi Michael,

You're a few firmware revisions behind the current release rev, my first recommendation would be to upgrade with the proper application and see where that takes you: https://www.apc.com/shop/us/en/products/UPS-Network-Management-Card-v6-8-0-Firmware-for-Smart-UPS-Ga...

We've added some major changes and improvements to security in this update, I'd recommend reading the release notes before upgrading.

If you continue to get lost communication errors, then we would need to take a look at the log files and see if that lends any insight.

[Anonymous user]

Dear Support, I have the same problem. Tried many of the suggestions but I still have this lost communication issue. The product is a SURTA3000XL-BR. Below some Info. Upgraded to 3 or 4 different firmwares, including 6.5.0. Version 6.8.8 cannot communicate to the card. Please help. Thank you!

Model Number

AP9631

Serial Number

ZA135101....

Hardware Revision

05

Manufacture Date

12/20/2013

MAC Address

00 C0 B7 B8 .....

Management Uptime

0 Days 0 Hours 13 Minutes

[BillP]

HI,

What firmware do you have installed on the NMC now? Also, Can you telnet or SSH to the card? If so log into the card and send a screenshot like the one shown below. 

I%2Bd0%2FySJwHcF3a094vgMxQ%3D%3D.png

[Anonymous user]

Hi Bill, yesterday I managed to fix the issue. Thank you. Maybe it helps someone to say that 6.8.8 upgrade did not work because login was not successful. Since web login still worked I changed FTP port from 21 to 5005 and so the 6.8.8 upgrade tool completed and communication was restored. Thank you again.

[Anonymous user]

Hello, 

I have same problem and I dont know what is the cause. I have upgraded our NMC AP9630 and then UPS to the newest version. Can you give me some advice what to do? 

AP9630: 

 Model Number

AP9630

Serial Number

BA0933028179

Hardware Revision

05

 Application Module

Name

sy3p

Version

v6.5.0

 APC OS (AOS)

Name

aos

Version

v6.5.0

 APC Boot Monitor

Name

bootmon

Version

v1.0.8

UPS

UPS model

Smart-UPS X 1500

UPS SKU

SMX1500RMI2U

Firmware Revision UPS 10.1 / MCU 10.1 (20 - 10) 

Serial Number AS1550134154

Product version 

Version 9.5.0.301

Thanks is advance for your help

[BillP]

Thank you for posting this but sorry you are experiencing difficulties.  I was getting ready to upgrade two of my UPS systems from v9.9 to v10.1, an update for something I don't use in the first place, and will hold off.

APC tech support is good and I know they can resolve it for you.

[BillP]

Hi,

Sorry for the inconvenience. You installed the Symmetra firmware on the NMC. You should install part number SFSUMX. The latest version available is 694. Below is a link to the download page.

https://www.apc.com/shop/us/en/products/UPS-Network-Management-Card-v6-9-4-Firmware-for-Smart-UPS-Ga...

[Anonymous user]

Hi Bill, 

Sorry to keep this thread alive, but I seem to be having the same issue as the above posts. 

I have a smt750rm2u with a AP9631 Network Management Card 2 installed. I performed a firmware upgrade over the network (apc_hw05_aos650_sy3p650_bootmon108.exe) and resulted in the following firmware installed: 

Application Module

Name

sy3p

Version

v6.5.0

Date

Jul 12 2017

Time

19:00:54

With this installed, the UPS shows as unavailable and i see Lost contact with the UPS. Any pointers on how to resolve? Thank you. 

[Anonymous user]

Sorry - fixed my issue!

To others reading - I found the install for the following firmware v6.9.4:

Application Module

Name

sumx

Version

v6.9.4

Date

Sep 17 2020

Time

14:12:51

I ran this over the network using apc_hw05_aos694_sumx694_bootmon109.exe (found in a zip archive here: https://download.schneider-electric.com/files?p_Archive_Name=APC_SUMX_694_EN.zip&p_enDocType=Firmwar...

This upgraded me to 6.9.4 and I can once again see UPS stats on the management page once again. 

Thanks!

[wronglebowski_apc]

Replying to this thread to bring up the high level of confusion again!

I just burned a few hours on this because the only firmware that appears is the "Symmetra" version when you search on the website. All the KB articles and such things point to this firmware page. 

http://www.apc.com/tools/download/index.cfm

After installing the version downloaded from this thread it works, but I don't even know where this file came from. Where am I supposed to download firmware for non-Symmetra version?

[BillP · Accepted solution]

This FAQ has the current firmware for most products:

https://www.se.com/ww/en/faqs/FA410359/

-Gavan

[bchernish]

I realize this treat is quite old however I am have the same or similar issues. I have an Smart-UPS X 3000 (SMX3000RMLV2UNC) with an AP9631 Network Card. The firmware was quite old (6.2 i beleive) so I upgraded it to version 6.5 so I could use the updated email functionallity (TLS1.2). Once I was on ver 6.5 I was able to send email alerts, however now I am seeing an error that I have no communication between the network card and the UPS.

Following the threads above, I upgraded to version 6.9.6 but still have no connectivity between the Network Card and the UPS

Here is the info from my "About Network" page.

Hardware Factory

Model Number

AP9631

Serial Number

5A1522T20128

Hardware Revision

05

Manufacture Date

05/31/2015

MAC Address

00 C0 B7 8F D5 3F

Management Uptime

0 Days 0 Hours 48 Minutes

Application Module

Name

sy3p

Version

v6.9.6

Date

Nov 9 2020

Time

13:07:30

APC OS (AOS)

Name

aos

Version

v6.9.6

Date

Nov 5 2020

Time

08:31:17

APC Boot Monitor

Name

bootmon

Version

v1.0.9

Date

Mar 27 2019

Time

16:23:06

Thanks in advance for any insights.

Brian Chernish

bchernish@ascentmro.com

[gomezm2]

I have this issue on a smart ups 1500 no ups found, and lost connection to the ups. any suggestion on the correct files to use would be great. 

Factory Information
Hardware Factory
Model Number
AP9631
Serial Number
5A1848T38528
Hardware Revision
08
Manufacture Date
11/29/2018
MAC Address
28 29 86 17 98 B6
Management Uptime
0 Days 0 Hours 4 Minutes
Application Module
Name
sy3p
Version
v7.1.2
Date
Jun 13 2023
Time
15:54:26
APC OS (AOS)
Name
aos
Version
v7.1.2
Date
Mar 21 2023
Time
17:34:00
APC Boot Monitor
Name
bootmon
Version
v1.0.9
Date
Mar 27 2019
Time
16:23:06