Receiving "The Application Was Not Able to Load." message after firmware update failure

[Anonymous user]

Hello,

I was attempting to upgrade the firmware on one of our web cards from v6.1.1 to v6.2.0 using the firmware upgrade utility. I can still get to the web interface, but am now receiving an error stating that there was a problem loading the application. I opened up a telnet session to the UPS, but couldn't find anything that showed any issues. Any suggestions on what I could take a look at?

Thanks,

Ryan

[BillP · Accepted solution]

Hi Ryan,

Can you paste the output of the "about" command from Telnet? This will tell me what firmware modules are loaded. It could be that the firmware modules didn't load properly or that the firmware was upgraded and the modules are there but it cannot boot.

[Anonymous user]

apc>about
E000: Success
Hardware Factory
---------------
Model Number: AP9631
Serial Number: ZA1434003577
Hardware Revision: 05
Manufacture Date: 08/18/2014
MAC Address: 00 C0 B7 88 B2 70
Management Uptime: 0 Days 19 Hours 14 Minutes

Application Module
---------------
Invalid Module Header!

APC OS(AOS)
---------------
Name: aos
Version: v6.1.1
Date: Mar 7 2014
Time: 11:52:49

APC Boot Monitor
---------------
Name: bootmon
Version: v1.0.8
Date: Apr 8 2014
Time: 10:59:40

apc>

[BillP]

Ok, something went wrong with the upgrade. Your new AOS didn't load properly. That is easy enough to fix.

I would say re-run the upgrade again. If it doesn't work a second time using the wizard utility, use the manual FTP method for NMC2 covered here - http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156047 - (and you can skip the bootmon file since that did upgrade properly - just need to do AOS and sumx file).

[Anonymous user]

I ran the upgrade utility & this time it completed the 2nd step. However, it failed on the third step this time. After the third step failed, I attempted to manually FTP the sumx file, but received an error. Here are the results of my FTP attempt:

331 User name okay, need password.
Password:
230 User logged in, proceed.
ftp> bin
200 TYPE Command okay.
ftp> hash
Hash mark printing On ftp: (2048 bytes/hash mark) .
ftp> put apc_hw05_sumx_620.bin
200 PORT Command okay.
150 File status okay; about to open data connection.
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> Netout :Connection reset by peer
Connection closed by remote host.

[BillP]

Can you show me the about command output again? I usually see "Netout: Connection reset by peer" when there is a network related issue going on whether the connection was completely lost or something else.

[Anonymous user]

apc>about
E000: Success
Hardware Factory
---------------
Model Number: AP9631
Serial Number: ZA1434003577
Hardware Revision: 05
Manufacture Date: 08/18/2014
MAC Address: 00 C0 B7 88 B2 70
Management Uptime: 0 Days 0 Hours 23 Minutes

Application Module
---------------
Invalid Module Header!

APC OS(AOS)
---------------
Name: aos
Version: v6.2.0
Date: Aug 11 2014
Time: 16:14:01

APC Boot Monitor
---------------
Name: bootmon
Version: v1.0.8
Date: Apr 8 2014
Time: 10:59:40

apc>

[BillP · Accepted solution]

Ok, try that sumx 6.2.0 file one more time the way you did it previously via manual FTP. See if it makes it all the way through.

[Anonymous user]

I tried it a few more times and I'm getting the same result. Any other ideas? 

[BillP]

Are you near the device? You could try a "hard reboot" of the NMC to power cycle it - remove it from the UPS slot for 5 seconds and stick it back in. You could also try a different computer. Other than that, I would say there might be an issue with the network connection or something on the computer causing a problem i.e. network IDS software or something. If you successfully upgraded other cards using FTP, then maybe the hard reboot of the NMC would work.

I was thinking too, you could try to download the firmware again - maybe there is a problem with this file?

[Anonymous user]

I'm not near the device, so I wasn't able to try a hard reboot. However, after attempting to push the file 10+ times, it finally transferred without an error! The ping response time is pretty slow to this UPS, so I assume that it was due to network constraints. 

Thanks for the help!

[voidstar_apc]

Ping response times shouldn't be that slow. Luckily the file got through, but you may want to check the ethernet speed/duplex on the switch and on the NMC to see if they match.

[Anonymous user]

I have a UPS that can not be monitored. please help to be re-used for monitoring. Please help me
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[voidstar_apc]

Hi Faisal,

It looks like for some reason only part of the NMC firmware was updated. Try running the updater again -- that usually works. If you don't have the firmware, you can download it from the APC website here (select "Firmware Upgrades - UPS Network Management Card").