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Communication lost with PowerChute Network Shutdown

Issue:
PowerChute Network Shutdown lost communications or cannot establish communication with UPS.

Product Line:
PowerChute Network Shutdown (PCNS) all versions

Environment:
All supported operating systems

Cause:
There can many reasons. Network traffic is blocked, mismatch authentication phrase or password etc.
See list of resolution for complete list of causes.

Resolution:

1. Verify the version of PCNS that is running The most current version of PowerChute Network Shutdown can be downloaded from the site below: http://www.apc.com/products/family/index.cfm?id=127

2. Confirm the type of Network Management Card being used along with the firmware type on the card. The Network Management Cards that are designed to work with PCNS are part numbers AP9617, AP9618, AP9619, AP9630, AP9631, and AP9635. The AP9606 is not compatible with PCNS 3.0 and above. It is compatible with PCNS 2.2.X and below. The AP9605 and the AP9603 are older cards and will not work with PCNS.

3: Check the network settings on the server running PCNS. Incorrect subnet mask or default gateway settings will cause communications issues although PCNS can register with the card successfully during installation. For Unix server,use the command "#ifconfig -a" to display the network settings. You may also need to verify network settings in file /etc/networks if the server is running Solaris.

4: Verify multiple PCNS install daemons are not running on the server. In this case, the PCNS client can't register with the network management card during installation. For Unix server, use the command "#ps -ef |grep java" to display java related daemon. Since PCNS is java based, all PCNS install daemons will be displayed in the list. Make sure that there is only one install daemon running. Note: PCNS 3.X can only run 1 instance of PCNS and registration now occurs post installation via the Config Wizard.

5. Verify that the PCNS service is started. If it is already started, try stopping the service and then restarting it again. Instructions for starting and stopping the PCNS service can be found in the Installation guide.

6. Check the Network Management Card to see if the IP address of the PCNS client is listed under the PowerChute menu. If it is not, either add the PCNS client IP Address manually to the list, or make sure that the Network Management Card and the PCNS client are on the same segment.

7. PowerChute Network Shutdown client that acquires its IP address through DHCP will lose communications with the Network Management Card when the client renews its DHCP address lease and acquires a different IP address. To resolve the issue,
each system using PowerChute Network Shutdown must have a permanent IP address. Reserve IP addresses in DHCP server by using the MAC address of the clients, so that they never change for the specified machines. The NMC should also have a static IP address.

8. If the system is on a different network segment is the system registered with the NMC? If not add the IP Address to the list or verify that another system on that segment is registered with the NMC and UDP packet forwarding is allowed on that segment? (See Application note #101 PowerChute Network Shutdown with more than 50 computer connected to one UPS)

9. Verify the Authentication Phrase on the Network Management Card has not been changed from the default (the default phrase is admin user phrase). If  it is not the default phrase reset the card to default except TCP/IP. This option can be found under the System>Tools menu on the Network Management Card. Resetting to defaults will reset any configurations changes that the customer has made.

10. Verify that the proper user name and password for the Network Management Card are being used and that the user name is 10 characters or less for PCNS to register properly with the NMC.

11. Verify that there is a network connection between the PCNS client computer and the Network Management Card. Try accessing the Network Management Card from the PCNS client computer or try using the ping utility from the Network Management Card.

12. Verify that ports 3052 and port 80 are open on their router or server. These two ports must be open for bi-directional communication. If the router, firewall, or anti-virus software is blocking these ports, communication will be lost. If the ports are open, make sure that there are no other devices that could be using these ports. For Windows OS see FA282540 for help opening Windows firewall.

13. Check that the IP address of the Network Management Card has not changed after PCNS was registered with the NMC. To check this, click on the Set Up Communications menu item in PCNS and check that the IP address shown in the Network Management Card section is correct.

See FAQ FA159782 for flowchart of troubleshooting steps.

 

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