How to clear 'An internal UPS communication fault exists.' on AP9630

mvalpreda · ‎2024-10-18

Have a UPS Network Management Card 2 (AP9630) in a Smart UPS X 1500 that is showing 'An internal UPS communication fault exists.' Trying to figure out how to clear or fix the error. Don't know if the card might have gone bad or if there is something else I can do to stop the emails - short of turning off notifications. It does pass a self-test and on the latest firmware (7.1.2). If I reboot the card from SSH, it will not show the error after the reboot, but pop up a few minutes later.

Thanks for any input!

Teken · ‎2024-10-21

What NMC Firmware did you load into the system provide the link / file name. Go into the NMC About tab and show me what it says.

Also when you first login to the NMC show me the top banner.

mvalpreda · ‎2024-10-22

Running 7.1.2 on the NMC. It has been on there and running fine for a while, the error just popped up this week. In fact, the error seems to right itself, but I still think the card might be failing. If I get another one, do I have to power-cycle the UPS to do that? Or can I do it with the UPS on?

Teken · ‎2024-10-23

The NMC is hot swappable so it can be removed while the UPS is on and running.

You may try to format the NMC to see if it corrects the problem assuming the fault is with the NMC and not the UPS.

Use a paper clip and press and hold the reset button on the NMC for 20+ seconds than release.

It will take about 30 seconds for the system to format and come back up. All user defined settings will be erased and the system will be defaulted to DHCP.

NOTE: Provide the data / event / service logs here before you format the NMC!

mvalpreda · ‎2024-10-23

It is just a lot of this

10/21/2024 is when the issue started. I'm going to order a new NMC and swap it out. I have a feeling this one is just failing. If it continues, might be the UPS. It is getting up there in age.

Teken · ‎2024-10-24

I would start by deleting all SMTP settings and reboot the NMC.

What happens?

If the problem doesn’t go away format the NMC as outlined up above. An interim step would be to move the problem NMC to an identical UPS.

If the problem isn’t seen on the new system the problem lies with the UPS. If the problem is seen in the new system the NMC is probably needing a format / replacement.

Please complete the three action items and reply back what is seen and observed.