bh500net APC Back-UPS HS 500 username and password problem

[rangerdave_apc]

This was originally posted on APC forums on 3/13/2010

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I logged into the unit via the web interface with the default username of "apc" and default password of "apc". Used IE of course since Firefox isn't supported.

I went and tried to change the username and password. I used a complicated password that had capital letters and an Exclaimation point "!" in it. And I change the username to "admin". I hit ok and it said are you sure, and I said "yes". Now I can't log in. It is like it scrambled my password. I'm 100% sure I know the password, and since the password box didn't obfuscate it, I know i didn't misstype it when I originally typed it in.

I tried popping the front cover off of the unit and doing a manual reset with a paperclip. I did that while the unit was turned on, with the unit turned off, and even with the unit unplugged. Tried it for 5 seconds like the manual says, even tried for up to 30 seconds. Tried holding it while powering it off, unplugging, and powering on. Nothing works. When I try to log back in with the original username/password of apc/apc, it won't take it.

What can I do? Is this defective and do I need to return the unit to the place of purchase? Is there another way I can reset the password? maybe some other utility I can run?

Thanks in advance!

Dave

[Melanxolik_apc]

This was originally posted on APC forums on 4/6/2011

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I have problem access APC Back-UPS HS 500
Serial number: AB0549143443
MAC Address: 00.C0.B7.25.59.25

[wispr_apc]

This was originally posted on APC forums on 5/11/2013

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Another victim here. Turns out the $ is off limits.

3b1243x02165

So A.) can't use any complex character in the password. That's pretty weak. Any chance of a firmware upgrade (that's ships) with these devices. It is 2013. You even have a password strength meter to register an account on this site and the SmartUPS work just fine.

B.) A backdoor password into these things? Really?

[BillP]

This reply was originally posted by Colin on APC forums on 10/15/2010

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Same lockout problem here, serial # AB1038830029 . Please send the backdoor info, thank you.

Everything else below is just "optional reading" and is mainly intended for Product Management.


I'm an APC partner/reseller and this product is what I am targetting to provide to my small business customers for backing up their basic office networking/Internet equipment.

I recently purchased this unit for testing and have it here now. The unit was manufactured Sept 16 2010 and its firmwares are:

Firmware revision: I1
Web firmware revision: I5

I don't mean to criticize Product Management too much but why hasn't this logon problem been addressed yet? Is there not enough memory space in NVRAM to support a full character set? Perhaps it's just a bad batch of units but more likely it's a design limitation that didn't get through QA somehow. Even if there isn't a way for usrs of existing units to update the firmware, at least re-engineer it a bit to fix the problem. I would assume this is being done but again, my unit was manufactured 1 month ago and this problem has been well known several months prior. Further my Web firmware revision is newer than some of the other posters on this thread which indicates that there is ongoing development for this product, it's not as though it's been left to die though my instincts tell me a newer version of the product will come out soon. Also I didn't see a supplemental product warning notice in the box or documentation yet this problem is obviously widespread. So basically there has been no official word from APC.

I'm partly playing devil's advocate with the above text though. I've dealt extensively with product management at other vendors before so I can kind of guess at some of the reasons why we customers dont' see a fix yet. Here's what hopefully will happen for us:

1. APC gathers sales stats on the HS 500 so they can determine the max volume of unit replacements they'll have to do under warranty and cross this against projected values obtained after having data-mined the internal support database(s) for # of warranty calls for this unit and/or this issue (I'm oversimplifying the process as there's a lot more data involved I imagine)
2. With financial and roadmap impact mapped out, they'll release the fix in firmware I2 or whatever, and instruct the support teams to begin replacing the unit when calls come in about this issue (remember, firmware isn't updatable by custoemrs). Standard warranty unit swapping is done, the revised unit is sent to the customer while the defective unit is shipped back. At the factory the firmware would be updated, and then the unit is added to the spare pool for a future customer unit swap (warranty replacements are usually refurb rather than new).

This is all fine, and normal practice for OEMs thus not something we need to argue with.

What concerns me is whether or not the techs at the factory will swap in a new battery every time before sending a customer a previously swapped refurb or will they test the existing battery and replace only if it's old enough, or will they just send out the repalcement unit with whatever battery had been in there initially. Or perhaps option 4 might be to ensure the support teams know to instruct the customer to keep their battery as the replacement UPS will not have one, thus mitigating the potential downside of the first 3 options. I'm just thinking out loud here.

Ideally, or option 5, is that somebody will take the factory-only firmware update utility, make a customer-friendly version and release that so we can update our firmwares with the fix thus everybody wins on cost and time.

Ultiamtely we customers are expecting a fix for this and the fact that it has been many months without one or without news on progress is bothersome. This isn't an overly complicated type of issue for engineering to resolve I would imagine.

I admit to being a bit jaded by my past experiences with product mgmt at other OEMs because they usually seem to believe that they're not accountable for design decisions that aggrevate large volumes of paying customers - as though it is a priviledge for us to be using their product. I hope APC isn't like that - so far my experiences with APC have all been positive so I will reserve final judgement until I find otherwise.

So c'mon PM, get us a fix! 🙂

[BillP]

This reply was originally posted by Jonathan on APC forums on 5/13/2013

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wispr kindly check your Inbox.  Unfortunately the BH500NET does not have any firmware upgrade available.  We do have a soon to released BackUPS that is Network Manageable as well it is the BG500.

[wispr_apc]

This was originally posted on APC forums on 5/13/2013

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thanks for the prompt response Jon. I'm sure this has already been asked, but any eta or part number for the soon to be new network manageable backups?

[BillP]

This reply was originally posted by Jonathan on APC forums on 5/13/2013

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From what I have heard, it might come out sometime in June.

[ghbevans_apc]

This was originally posted on APC forums on 3/2/2011

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JonPro,

I have sam isse.

two routers.

SN 3B1038X37601

SN 3B1038X37383

Thanks

[newgariks_apc]

This was originally posted on APC forums on 12/9/2010

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Serial # AB1025822630
Thank you...

[BillP]

This reply was originally posted by Denis on APC forums on 4/22/2013

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Hi!

SN is AB0843821000 

Your help in getting access to our unit will be much appreciated!

Thanks in advance.

[BillP]

This reply was originally posted by wheatman on APC forums on 5/9/2013

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Wish I had read this thread first.  Locked out too.

SN: AB1231835805

[mjreyn_apc]

This was originally posted on APC forums on 11/16/2010

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Hello, same issue. SN#: 3B1028X08336

[topan_apc]

This was originally posted on APC forums on 4/8/2011

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same progblem again... S/N 3B1041X54330
password that you previously send isn't working

thanks for your help

[BillP]

This reply was originally posted by Jonathan on APC forums on 4/24/2013

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dgillet, please check your PM.

[BillP]

This reply was originally posted by Jonathan on APC forums on 4/27/2011

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PM sent to Peter a.k.a tommajer

[HaDeZ_apc]

This was originally posted on APC forums on 4/29/2011

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Same Problem:

SN#: AB1041854554

Best regards Michael

[BillP]

This reply was originally posted by Laurie on APC forums on 4/15/2010

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Are you trying to reset the password? Tech support should definitely be able to do that for you within minutes using the UPS serial number. If you let me know the serial, I can help you out.

[BillP]

This reply was originally posted by Jonathan on APC forums on 6/21/2010

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Hi Radek,

Please check your PM, credentials has been sent.

JonPro

[rangerdave_apc]

This was originally posted on APC forums on 3/13/2010

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I logged into the unit via the web interface with the default username of "apc" and default password of "apc". Used IE of course since Firefox isn't supported.

I went and tried to change the username and password. I used a complicated password that had capital letters and an Exclaimation point "!" in it. And I change the username to "admin". I hit ok and it said are you sure, and I said "yes". Now I can't log in. It is like it scrambled my password. I'm 100% sure I know the password, and since the password box didn't obfuscate it, I know i didn't misstype it when I originally typed it in.

I tried popping the front cover off of the unit and doing a manual reset with a paperclip. I did that while the unit was turned on, with the unit turned off, and even with the unit unplugged. Tried it for 5 seconds like the manual says, even tried for up to 30 seconds. Tried holding it while powering it off, unplugging, and powering on. Nothing works. When I try to log back in with the original username/password of apc/apc, it won't take it.

What can I do? Is this defective and do I need to return the unit to the place of purchase? Is there another way I can reset the password? maybe some other utility I can run?

Thanks in advance!

Dave

[bartd_apc]

This was originally posted on APC forums on 5/17/2013

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I have the same problem for the following serial numbers:

• AB0844818563
• AB0844818552
• AB0844818547
• AB0844818537

[BillP]

This reply was originally posted by Angela on APC forums on 5/20/2013

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• 204090D0C460B8
• 20406098C460B8
• 20405060C460B8
• 20405028C460B8

For the above user, all passwords provided respectively in order the serial numbers were.

I am going to make this thread a sticky and lock it so users can at least see what to do and what is required (backdoor password provided by APC). For future requests on this, please contact APC support via phone or email (information doing that is here -> http://www.apc.com/site/support/index.cfm) and indicate you need a password reset on your BH500NET or BH500INET please and provide the same information users have been posting including the UPS serial number and confirming the model number.

If you have a problem doing that, let us know via direct message or similar and please provide your ticket or case number.

Thank you.

[Techie_apc]

This was originally posted on APC forums on 3/15/2010

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Hi Dave,

I have responded to the incident # 100314-000008 with instructions on how to reset the UPS. I hope that it will fix the issue. Please update me through the email incident if you have any question.

[BillP]

This reply was originally posted by Jonathan on APC forums on 5/9/2013

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Kindly check your Inbox wheatman

[chki_apc]

This was originally posted on APC forums on 8/18/2011

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Hello I also have an APC Back-UPS HS 500 and I did the reset which doesn't work. The serial number is: AB0438141261


Thank you in advance

[BillP]

This reply was originally posted by cafe on APC forums on 5/14/2010

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that I have also a problem
Serial number: AB0549242712
can you help?

[Tresco_apc]

This was originally posted on APC forums on 9/6/2012

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Hello, we have exactly the same issue: an exclamation mark in the password. Now we cannot log on to the web interface, even after trying the hard reset button. Please could you send an alternative login so we can reset the password. Many thanks, Tony

On the hardware, S/No is marked as 3B1025X22482 though the web interface lists the serial number as AB1025822482

Message was edited by: Tresco

[Tresco_apc]

This was originally posted on APC forums on 9/10/2012

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Hello, we have exactly the same issue: an exclamation mark in the password.

Now we cannot log on to the web interface, even after trying the hard reset button. Please could you send an alternative login so we can reset the password. Many thanks, Tony

On the hardware, S/No is marked as 3B1025X22482 though the web interface lists the serial number as AB1025822482

[BillP]

This reply was originally posted by Jonathan on APC forums on 11/3/2011

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A PM has been sent to beng8686.

[rangerdave_apc]

This was originally posted on APC forums on 3/15/2010

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Wow, really not upgradable?

This product is so close to being a "Great Product". However, this flaw keeps it from achieving its full potential. To have a customer become completely locked out of his UPS because he chose to pick a password what is complicated (as most people are being forced to do in increasing rates) is ridiculous. I am quite disappointed.

Thanks for your time

Dave

[pinam_apc]

This was originally posted on APC forums on 9/25/2012

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Hello,

the same problem 😞

AB1130849366

and

AB0841800640

[jhardt_apc]

This was originally posted on APC forums on 9/29/2012

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(Deleted by user)

Message was edited by: jhardt

[jhardt_apc]

This was originally posted on APC forums on 10/2/2012

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Having a log in problem with my APC unit's web interface. Hard reset hasn't worked. If you could give me some help with a backdoor login, it would be appreciated.

APC Back-UPS HS 500
Serial Number: AB1038826116

[jbart_apc]

This was originally posted on APC forums on 11/11/2011

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Same issue with no password access

model bh500net

serial
AB0426240048

[BillP]

This reply was originally posted by Jonathan on APC forums on 11/14/2011

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A PM has been sent to jbart

[BillP]

This reply was originally posted by Tom on APC forums on 11/29/2011

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Same problem

AB1041854301

[BillP]

This reply was originally posted by Jonathan on APC forums on 11/29/2011

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A PM has been sent to tkski@o2.pl.

[BillP]

This reply was originally posted by Tom on APC forums on 11/29/2011

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sorry but I didn't get any message. Could you send it again to that adress: ntrtom@gmail.com

[rangerdave_apc]

This was originally posted on APC forums on 3/15/2010

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The method you described in the email got me back in.

However, there is definitely a bug.

i tried setting
username: admin
password: N12345cc!

and once you do, you can no longer log in with that "admin" account. I have to use your method to reset the password back. If I use a simple password like "password", it works just fine. Can I please have a firmware update to fix this bug? The interface should not allow characters to be typed in that won't work.

Thank you.

Dave

[Techie_apc]

This was originally posted on APC forums on 3/15/2010

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The BH500NET firmware is not upgradable. I am not sure why the password which you mentioned above is not working. I hope that other folks on the forum know the reason..

[vovan2007_apc]

This was originally posted on APC forums on 3/15/2010

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Hi Techie. Please post URL, or send to my email northnet@rv.uar.net where I can read about the decision of this problem.

Thank you.

Message was edited by: vovan2007

[BillP]

This reply was originally posted by Mikhail on APC forums on 3/16/2010

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Hello,
I would contact local support team with photos of the BH500 ( www.apc.com/support).
Thank you

[BillP]

This reply was originally posted by Laurie on APC forums on 3/15/2010

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Honestly I'm not an expert on this product, though I'm wondering to what extent it doesn't seem to like your password.

First, have you tried changing just one field at a time? You said something simple like "password" works so I'm not convinced this matters, though I can understand if it does.

Does the password field dislike just symbols? So in other words, your password works fine if you leave out the exclamation point? Or are you hitting a length issue?

[goingbatty_apc]

This was originally posted on APC forums on 10/13/2011

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I am having the password lockout issue with my HS-500 that has Serial # AB1014852507.

[rangerdave_apc]

This was originally posted on APC forums on 6/27/2010

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Still seems like this is a pretty serious problem and a pretty big design flaw. is APC doing anything to address this, or just handing out the secret backdoor credentials and hoping it will go away?

[emmokoetje_apc]

This was originally posted on APC forums on 10/20/2011

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Hello , I have the same problem. Resetting my APC (BH500) don't help. My serial number is AB0549143257

Thanks!

Emmo

[BillP]

This reply was originally posted by Jonathan on APC forums on 10/17/2011

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A PM has been sent to goingbatty.

[BillP]

This reply was originally posted by Silvester696 on APC forums on 10/18/2011

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Hi Dave,

I have responded to the incident # 100314-000008 with instructions on how to reset the UPS. I hope that it will fix the issue. Please update me, [duplicate file remover|http://www.ashisoft.com] through the email incident if you have any question.
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[BillP]

This reply was originally posted by Franklin on APC forums on 10/20/2011

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Please, I have a BH500NET serial 3B1028X08348 and I need to reset the username and password. Do you know the procedure ???
We can not loggin to the unit via the web interface with the default username of "apc" and default password of "apc"
We tried to reset the UPS to the original default but this not restore the original default username and password.

[BillP]

This reply was originally posted by Jonathan on APC forums on 10/21/2011

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A PM has been sent to fgavarrete and emmokoetje.

[BillP]

This reply was originally posted by Test12 on APC forums on 10/25/2011

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Same problem

SN: AB1124830835