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Why is my Web/SNMP (AP9606) or Network Management Card 1, 2 or 3 not recognizing my UPS or device?

FA156045

19/12/2019

Issue
After installing a new Network Management Card in a supported UPS or device, a user may try to access it through either the local console, Telnet/SSH, SNMP, or the Web UI and could receive the following or similar message:

"Searching for a Symmetra UPS..." or "Searching for a Smart UPS..." or "Lost communication with UPS.." or "Lost communication with device" or similar

Additionally, the UPS information section of the Network Management Card may be completely missing.

Product Line


 

  • Web/SNMP Card - AP9606
Devices with an embedded Web/SNMP Card include (but are not limited to): Environmental Monitoring Unit 1 (AP9312TH)
  • Network Management Card 1 (NMC1) - AP9617, AP9618, AP9619
Devices with an embedded Network Management Card 1 include (but are not limited to): Metered/Switched Rack PDUs (AP78XX, AP79XX), Rack Automatic Transfer Switches (AP77XX, Environmental Monitoring Units (AP9320, AP9340, NetBotz 200)
  • Network Management Card 2 (NMC2) - AP9630/AP9630CH, AP9631/AP9631CH, AP9635/AP9635CH
Devices with an embedded Network Management Card 2 include (but are not limited to): 2G Metered/Switched Rack PDUs (AP84XX, AP86XX, AP88XX, AP89XX), Certain Audio/Video Network Management Enabled products. 
  • Network Management Card 3 (NMC3) – AP9640, AP9641

 

Environment
  • All serial numbers
  • All firmware versions, unless otherwise noted
Cause
This most likely indicates the Network Management Card has the wrong firmware application on it.


Resolution
You can check the version via the Network Management Card interface via several methods including: via the Web UI, v3.X.X, v5.X.X - navigate to Administration > General > About, v6.X.X, NMC3 - navigate to About > Network or via the Telnet/SSH/local interface upon login on the top right-hand corner. Please reference the chart below for common firmware application names and their uses.
 
Device Type Firmware Application Name
Single or three phase Smart-UPS, Galaxy 3500, Matrix UPS Smart-UPS and Matrix APP or sumx
Single phase Smart-UPS (NMC3) Smart-UPS Application or su
Single Phase Symmetra UPS Symmetra APP or sy
Three phase Symmetra UPS (except 250/500kVA & PX2) Symmetra 3 Phase APP or sy3p
Symmetra PX 250/500 Symmetra PX 250 APP or sypx
Rack Power Distribution Units Rack Power Distribution APP or rpdu or rpdu2g


If you do indeed believe you have the incorrect firmware version, you will need to download and then upgrade the firmware to the latest version, as specified in the Software/Firmware Download page.

Instructions on performing the upgrade via various methods can be found in Knowledge Base article FA156047.

Lastly, if the firmware upgrade does not resolve the issue, there may be a problem with the Network Management Card or the UPS SmartSlot. On devices with embedded Network Management Cards, it may be a problem with the connection between the Network Management Card and device.

The next step should be to either:
  1. Try a different Network Management Card in the original UPS (verifying its firmware is also up to date and correct).
  2. Trying the original Network Management Card in a different UPS (verifying its firmware is also up to date and correct).
  3. Trying a different Network Management Card module/brain in your device, if available.

If you have completed a firmware upgrade and hardware swap and still cannot access any UPS information, please contact APC Technical Support.