Why is my Web/SNMP (AP9606) or Network Management Card (AP9617, AP9618, AP9619, AP9630, or AP9631) not recognizing my UPS or device?

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 interface 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

• Network Management Card 1 (NMC1) - AP9617, AP9618, AP9619

•  Network Management Card 2 (NMC2) - AP9630/AP9630CH, AP9631/AP9631CH, AP9635/AP9635CH

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. You can check the version via the Network Management Card interface via several methods including: via the Web Interface, v3.X.X, v5.X.X - click on Administration tab->General->About, v6.X.X - click on About->Network or via the telnet/SSH/Local interface upon login on the top right hand corner.

Resolution

You can check the version via the Network Management Card interface via several methods including: via the Web Interface, click on Administration tab->General->About 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.


 

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 under the Software/Firmware downloads download page below.

http://www.apc.com/tools/download

Instructions on performing the upgrade via various methods can be found in knowledgebase number FA156047.

Lastly, if the firmware upgrade does not solve 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 support.