"UPS Not Found" using Network Management Card 2

[BillP]

Hello,

We're having a problem getting one of our Smart UPS 3000 XL units to appear in the network management interface. I'm able to log into the network card and you can see(attached) what our homepage looks like. I believe this unit was configured before as it has a static IP and the person who performed the initial configuration would have noticed this problem. Right now, we have production equipment plugged into the unit. A midday hard-reboot will not be possible.

The network management card has been in use for about 3 weeks now.

I guess my questions are:

- Is there anything I can do to 'reset' the management card without wiping the network settings?
- Has anyone seen this issue before?
- Will resetting the network management interface affect any of the production equipment?

Message was edited by: danny8630

Added screen shots

[BillP]

APC has issued an RMA for our case. Marking this thread as answered.

[BillP]

Alright, so we were able to perform the Dead Braining procedure and reseated the NMC while it was powered off--however this did not help the problem. So, we then attempted to test with known good equipment from our other UPS. We took out the known GOOD NMC from the known GOOD UPS and placed it into the questionable UPS(while it was powered off) and tried to see if the problem was resolved. To our surprise, it wasn't.

I've deemed the UPS to be defective since a known good NMC does not read the UPS information. I will be contacting APC to process an RMA for warranty replacement.

[BillP · Accepted solution]

ok great. thanks for the information. let us know if you need anything else.

[BillP]

After rebooting the NMC, there has been no change and the UPS is still not detected. Could the card be defective?

[BillP]

can you try reseating the NMC in the smartslot? the issue could be the card or the slot on the UPS. personally, i'd suggest either a.) trying a different card in this slot or b.) try this card in a different UPS slot.

that should give us an idea on where the issue is, if not a definitive answer.

also, can you post the event.txt from the NMC for me? you can use these instructions -> http://nam-en.apc.com/app/answers/detail/a_id/9321

[BillP]

Will do--Can the card be replaced/reseated with the UPS powered on?

[BillP]

well officially, you should power down the UPS and remove the attached load, referred to on the forum as the braindead process.

i personally have never done that and never had an issue. the risk vs. the downtime is not worth it to me and again, the risk is very slim. if you rather do that, i can outline the procedure for you but i'd just go for it.

also, clarkson mentioned to me to ask you if you had any other serial cables or smart slot accessories attached to this UPS that could be disrupting communication?

[BillP]

No additional devices are plugged into the UPS--just the RJ45 cable into the Network Management Card.

[BillP]

ok thanks. just wanted to confirm no other strange messages were present and that the NMC NEVER established communication with the UPS.

I would try a reseat first then try a different UPS or NMC based on the items suggested above (if you can). or at a minimum, try another accessory in the slot to narrow this down to NMC or UPS problem.

one last step may be to try and format the NMC which will wipe out all settings and logs (IP settings, etc). i can go over that with you if you cannot try any of the items above.

[BillP]

Hmm---seems like the Smart UPS 3000XL only has one Accessory slot. It will be a challenging task, but we have a second 3000XL with the another NMC we can try.

[BillP]

right, probably only has one but you can buy an external chassis, like [this one|http://www.apc.com/resource/include/techspec_index.cfm?base_sku=AP9600]. just checking 🙂

let me know how you make out.