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

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 https://www.apc.com/products/family/index.cfm?id=127

2. Confirm the type of Network Management Card being used along with the firmware on the card. The Network Management Cards that are designed to work with PCNS are part numbers AP9617, AP9618, AP9619, AP9630, AP9631, AP9635, AP9640, AP9641. The AP9640, and AP9641 are only compatible with PCNS 4.3 and above. 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 may cause communications issues although PCNS can register with the card successfully during installation. On Windows OS open a command prompt as an administrator and enter ipconfig. For Unix server, use the command ifconfig -a to display the network settings. For Linux system enter ip a.

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 and above 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. Instructions for starting and stopping the PCNS service can be found in Schneider Electric FAQ How to start and stop the PowerChute Network Shutdown service

6. Check the Network Management Card to see if the IP address of the PCNS client is listed under the PowerChute Client 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 network segment. The client list will be found under Configuration - PowerChute Clients.
NMC PowerChute client list

7. If the system is on a different network segment verify the systems IP address has 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)

8. Verify the Authentication Phrase on the Network Management Card is correct (the default phrase is admin user phrase). Starting with AP9630, AP9631, AP9635 running firmware 6.x and AP9640, AP9641s the Authentication Phrase will be found on the Network Card under Configuration - Shutdown - PowerChute Shutdown Parameters.
PCNS - NMC Authentication entry

9. Verify that the proper username for the Network Management Card is being used and that the user name is 10 characters or less for PCNS to register properly with the NMC. See screenshot above.

10. 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.

11. Verify that ports 3052 and port 80 are open on the switch/router and 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 PowerChute Network Shutdown registers with Network Management Card during set up but after registering report it cannot communicate with NMC. for help opening Windows firewall.

12. 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.

13. If the AP9630, AP9631, AP9635, AP9537SUM is running firmware 6.8.X or the NMC is a AP9640, AP9641 verify that HTTP and or HTTPS has been enable. To enable HTTP and or HTTPS open the NMC web interface and go to Configuration - Network - Web - Access. Also, verify that HTTP and or HTTPS protocol has been enable for PowerChute. To verify HTTP and or HTTPS protocol has been enable for PowerChute open the NMC web interface and go to Configuration - Shutdown. You will find the PowerChute Communication Protocol at the bottom of the page.
Http and HTTPS enable buttons

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