NetBotz Rack Monitor 250 Firmware upgrade failed

[DCIM_Support]

This question was originally posted on DCIM Support by Raza Khan on 2019-07-30

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Hello,

I have 3 NBRK-250 units installed at one of our client site.

We were facing an only problem that our TH sensors were showing only Temperature & Humidity values on NBRK-250 webpage, and no "Dew Point" values were found.

I have looked everywhere on its web interface but there's no clue regarding "Dew Point" values.

NBRK-250 manual says we need to upgrade its firmware.
A screenshot is attached for factory default firmware version:

I downloaded the latest available firmware at APC website:

NetBotz Firmware v6.5.6 (NBRK0250/NBACS125/NBACS1356)

SFNBY656

Updated On

06/05/18

I tried to update one of my NBRK-250 units, but it was stopped with an error during the update.
Here's the log file from FW upgrade wizard:

Ping Test 07/30/19 11:17:43 
-----------------

Ping Test 07/30/19 11:18:49 
-----------------
[07/30/19 11:18:49] 192.168.0.64: Ping successful

Starting Upgrade 07/30/19 11:20:30 
-----------------
[07/30/19 11:20:30] 192.168.0.64: Pinging (via ICMP) device
[07/30/19 11:20:30] 192.168.0.64: Device connection passed
[07/30/19 11:20:31] 192.168.0.64: Testing FTP Log-in
[07/30/19 11:20:34] 192.168.0.64: FTP Log-in passed
[07/30/19 11:20:35] 192.168.0.64: Saving data file
[07/30/19 11:20:39] 192.168.0.64: AOS Prior to firmware transfer: Network Management Card AOS v6.5.6

[07/30/19 11:20:39] 192.168.0.64: APP Prior to firmware transfer: NETBOTZ 250 APP v6.5.6

[07/30/19 11:20:39] 192.168.0.64: Saving event & configuration files
[07/30/19 11:21:06] 192.168.0.64: Transferring firmware file (1/3): Boot Monitor
[07/30/19 11:21:14] 192.168.0.64: Boot Monitor transfer successful
[07/30/19 11:21:16] 192.168.0.64: Restarting network interface
[07/30/19 11:29:38] 192.168.0.64: ERROR --> Device connection failed

Ping Test 07/30/19 11:30:43 
-----------------
[07/30/19 11:30:44] 192.168.0.64: Ping failed

Ping Test 07/30/19 11:32:27 
-----------------
[07/30/19 11:32:28] 192.168.0.64: Ping failed

************************************************************************

While upgrading, as you can see it kept working on the background for about 8 minutes & showed an error of device connection failed. My laptop was directly connected to the NBRK-250 & there's no connection error from my side.

Now its failing to ping and not even responding to Serial connection (Serial was working fine minutes before this upgrade).
if I try to reset it to factory defaults, the LEDs blink properly as if they're responding to the command.

But after over 2 hours, I can't be able to access it via network or serial connection.

Please tell me why Firmware upgrade created this issue.
And why my TH sensors are not showing Dew Point values by default.

Thanks in advance.
Raza Khan

(CID:147199923)

[DCIM_Support]

This answer was originally posted on DCIM Support by Justine Chester on 2019-07-30

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Hi Raza,

Good day!

The network connection may have been interrupted during the firmware update which is why it was not able to complete the file transfers.

To restore this, you may want to consider accessing the Netbotz 250's bootmon and follow the instructions from the article from the link below:

https://www.apc.com/au/en/faqs/index?page=content&id=FA293874

As for the "dew point" reading would you be able to identify what sensor did you add on the Netbotz 250 which led you to conclude that this reading should be available?

Edit: I visited the Netbotz appliances that we have here in our lab, and confirmed that Dew Point readings are only available with Netbotz devices 300, 400, and 500.

Dew point readings are not available in Netbotz 250.

Thanks.

Regards,

Justine

(CID:147199979)

[DCIM_Support]

This comment was originally posted on DCIM Support by Raza Khan on 2019-09-23

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Dear Justin,

as I've mentioned before, my laptop was directly connected to NBRK250 & there's no chance of connectivity error but somehow it said there's a connection error.

And the link you provided is telling me about NMC recovery or upgrade not NetBotz device.

Please guide me how to recover NetBotz 250 device.

Regards,

M. Raza Khan

(CID:149291032)

[DCIM_Support]

This comment was originally posted on DCIM Support by Justine Chester on 2019-09-23

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Hi M. Raza Khan,

Thank you for your reply. 

Unlike the other Netbotz appliances, the Netbotz 250 works the same as a typical NMC used in our Smart-UPS.

The set of instructions that I shared to you should apply to the Netbotz 250.

I hope this is clear.

Regards,

Justine

(CID:149291057)

[DCIM_Support]

This comment was originally posted on DCIM Support by Raza Khan on 2019-09-23

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Hi justin,

I've been trying serial with hyper terminal & puttry , its not even responding to serial connection.

is there any other way to access & restore this NBRK250 ?

or if you have any other tool to access & make it work, plz your urgent help is needed.

Regards,

M. Raza Khan

(CID:149291095)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2019-09-22

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Dear Raza Khan,

Please tell us, were you able to solve your problem or not?

With respect.

(CID:148771969)

[DCIM_Support]

This comment was originally posted on DCIM Support by Raza Khan on 2019-09-23

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No its not resolved yet.

kindly tell me how do I restore/recover it, as its not responding to ping or anything else.

Regards,

M. Raza Khan

(CID:149291026)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2019-09-23

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Dear Raza Khan,

Ok, did you try to restore the device via the COM port as Justine Chester pointed out to you?

With respect.

(CID:149291034)

[DCIM_Support]

This comment was originally posted on DCIM Support by Raza Khan on 2019-09-23

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Well its about recovering NMC but I tried, & its not even responding to serial connection.

Regards,

M. Raza Khan

(CID:149291054)

[DCIM_Support]

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