DCE and AP7821 Communication Lost

[DCIM_Support]

Hi Team, 

Just want to gather some suggestion for the question as listed above.

Setup:

DCE 7.2.5 polling around 100 device. 

Rack PDU AP7821 was using firmware version v3.7.3 connect through customer network

There are no frequent communication lost from these PDUs before this.

Problem description: 

DCE having lost communication with 4 of the PDU units, and restore itself. The issue repeat on and off many times in a day

Action taken:

-reboot rack PDU

-reboot DCE server

-check rack PDU log, no suspicious error found, but having few error like "System: Detected an unauthorized user attempting to access the SNMP interface.."

-able to ping and access Web interface for the PDU.

Any ideas?

Thanks,

Law

(CID:106892297)

[DCIM_Support]

I would suggest updating the units firmware to the latest revision which is 3.9.2 and can be found at http://www.apc.com/shop/us/en/products/Switched-Metered-Rack-Power-Distribution-Unit-Firmware-Revisi...

(CID:106892300)

[DCIM_Support]

I also now noticed your DCE vision is 7.2.5 and the latest is 7.3.1 and you can contact the support group to get the update.

(CID:106892303)

[DCIM_Support]

Hi Maybe updating the firmware will be the last resort to solve the problem.. Thanks for the suggestion. Cheers

(CID:106892331)

[DCIM_Support]

Hi Law,

When the PDU is in this state, are you able to poll it using other SNMP utilities (preferably from the same subnet as DCE)? 

Are you using SNMP version 1 or version 3?

You noted the error:

"System: Detected an unauthorized user attempting to access the SNMP interface.."

Does this occur every time the system loses communications? 

The error is usually accompanied by an IP or hostname. If this is not DCE's hostname, can you find that system and stop it from polling the device?

What has changed on the PDU if anything (firmware etc)?

Has anything changed on the DCE server? New discoveries that run often...possibly with different community names?

This k-base may be helpful in troubleshooting SNMP communications issues.

Steve

(CID:106892302)

[DCIM_Support]

Hi Steve, 1. Didn't try with other snmp polling program or mib browser yet. Will see if it works. 2 There's an ip trying to access, but the retries from this ip is far less than the number of time of lost communication.. Will try to check which device it is. 3. No firmware update has been performed. Will check on the k base suggestions and try out. Thanks

(CID:106892330)

[DCIM_Support]

Hi,

Are the PDU on the same network on DCE ?

Sometime is happen when DCE scan devices across wan due network latency.

You can try adjusting the SNMP Device Scan Setting ( Menu Device > SNMP device communication setting > Devices Scan Settings ) and then increase Timeout and Retries.

Hope it help you resolving the issue.

Regards

Stefano

(CID:106892308)

[DCIM_Support]

Hi, Both DCE and pdu are in the same network. I will try on the time out and retries adjustment to check the results. Thanks

(CID:106892329)

[DCIM_Support]

Hi Law, I had similar problem in the past with this PDU model. Upgrading the PDU firmware to the latest firmware resolved the intermittent loss of communication issue. 

Regards,

Bala

(CID:106892345)

[DCIM_Support]

Hi Law!

Did you try to change ports on the switch?

I have similar issue when several devices lost communication due broken switch. We localize the problem by changing ports with other devices and then change switch to resolve problem.

(CID:106892478)

[DCIM_Support]

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