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The Application Is Incompatible With This APC OS

Discussion in UPS Management Devices & PowerChute Software started by Osman , 5/8/2015 8:56 PM
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  • osman
    Osman
    Novice Novice
    Osman 5/8/2015 8:56 PM

    Hello Support,

    I am receiving the following issue when trying to access the NMC via Web browser.

    You are attempting to access a Schneider device.
     
    The application you are trying to load is incompatible with the current APC OS. Please verify the correct firmware is loaded.

    Attached pic shows firmware information (OS and Application) 

    FYI, I am using AP9631 NMC with Smart UPS RT3000 (Model# SURTD3000XLI)

    Regards,

    AP9631 OS and Application Info + Error Message

  • voidstar
    voidstar
    Expert Expert
    voidstar 5/9/2015 12:17 AM (in response to Osman)

    It looks like you have the right AOS/APP combo for your UPS. Loading in the firmware again using the firmware update wizard or FTP should solve the problem.

    If this happened after updating the firmware, maybe the update was incomplete.

    Otherwise, if the system has been running and just started showing "The Application is Incompatible", then my guess is the NMC encountered a bug and attempted to resolve the issue by restarting and immediately hit the bug again. After 7 attempts, it will stop loading the application and show the application incompatible message until you load the firmware in again. If this is the case and the problem recurs, we can suggest additional troubleshooting steps.

  • osman
    Osman
    Novice Novice
    Osman 5/9/2015 7:58 AM (in response to voidstar)

    Thank you for taking the time...

    I have Loaded the frimware again (result is attached) and still getting same error message.

    You may suggest additional troubleshooting steps as the system was running normaly earlier.

    Many Thanks,

    Attachments
  • breda1311
    Breda
    =S= Representative
    Breda 5/12/2015 9:58 AM (in response to Osman)

    Hi Osman,

    I would recommend upgrading the card using the FTP method as opposed to using the firmware wizard. The details on how to upgrade using FTP are detailed in KBase FA156047. The link to the KBase is as follows: 

    http://www.apc.com/site/support/ie/en/faq/

    If you are able to, can you please provide the full logs from the card? KBase FA156131 details how to get them. Thanks

    Regards,

    B

  • osman
    Osman
    Novice Novice
    Osman 5/12/2015 1:26 PM (in response to Breda)

    I upgraded the card using FTP method. Still getting the same message (The Application Is Incompatible With This APC OS)!

    I also follow the instruction to get the logs. i got the file as attached.

    Thanks,

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 5/12/2015 6:30 PM (in response to Osman)

    I think what is happening is that your card cannot boot 6+ times in a row so as voidstar mentioned, it stops.

    To get a fresh start, I'd "format" the card to wipe ALL settings. You will lose your TCP/IP settings so I am not sure if that is a problem for you. If it is, we'll want to at least give reset to defaults a try first and exclude the TCP/IP settings.

    If you can format - go to Telnet/SSH CLI and issue format command, type yes to confirm and then type reboot command to reboot the management interface and type yes to confirm that. This will wipe out any corruption or similar. If you're local, you can press and hold the pinhole reset button on the NMC itself for 20+ seconds (it will "flicker" green while successfully holding and then change to orange when time to let go).

    If you cannot lose your TCP/IP settings because you're remote, I suggest the resetToDef -p keepip command and I think you'll need to potentially type yes to confirm (I forgot off the top of my head for this one) but if not, do reboot, then yes to confirm that command.

    Let's see after that if the card can boot properly and you can log in. It will require re-configuration but it appears something is corrupted unfortunately.

    Let me know if you have any questions before you start.

  • osman
    Osman
    Novice Novice
    Osman 5/13/2015 12:16 PM (in response to Angela)

    Hi Angela,

    I Reset the NMC to its default settings. Now the card is Accessible.

    I believe the issue was as you and Voidstar stated.

     

    Thank you all for your kind support.

  • osman
    Osman
    Novice Novice
    Osman 9/16/2015 3:44 PM (in response to Angela)

    I am facing the same problem again after configuring the mail server (smtp.gmail.com) and when we start sending emails for recipients.

    I have resetToDef -p keepip again to resolve "The Application Is Incompatible With This APC OS" issue. and everytime i try to send test emails to recipients after configuring the DNS and mail server setting the software instantly get corrupted and i go back to this message "The Application Is Incompatible With This APC OS" all over again!!!!

    Please help!

  • voidstar
    voidstar
    Expert Expert
    voidstar 9/17/2015 9:16 AM (in response to Osman)

    It sounds like the mail server configuration you use leads to a bug that crashes the NMC on startup. Fortunately it recovers by not loading the application. The immediate options I can think of are:

    - Don't configure email.

    - Try a different email configuration, such as a different mail server.

    - If you're on the latest NMC firmware, try an older firmware version. Otherwise try the latest.

    Longer term though, if you can share the debug tarball (generated under About->Support), I can forward it along to test engineers to try to reproduce the issue for a fix in a future firmware release.

  • osman
    Osman
    Novice Novice
    Osman 9/17/2015 9:32 AM (in response to voidstar)

    I have to configure the email and i dont have any other mail configuration

    Below is my NMC info:

    Hardware Factory
    ---------------
    Model Number: AP9631
    Serial Number: ZA1134011033
    Hardware Revision: 05
    Manufacture Date: 08/17/2011
    MAC Address: 00 C0 B7 5C BB 59
    Management Uptime: 1 Day 0 Hours 38 Minutes

    Application Module
    ---------------
    Name: sumx
    Version: v6.2.1
    Date: Feb 6 2015
    Time: 14:10:13

    APC OS(AOS)
    ---------------
    Name: aos
    Version: v6.2.1
    Date: Feb 6 2015
    Time: 14:00:57

    APC Boot Monitor
    ---------------
    Name: bootmon
    Version: v1.0.8
    Date: Apr 8 2014
    Time: 10:59:40

    What is the latest APC OS(AOS) and if my firmware is the latest please share with me a link where i can find old firmwares. 

    FYI, I am using AP9631 NMC with Smart UPS RT3000 (Model# SURTD3000XLI).

    I have also attached the debug tarball

    Thank you,,,

  • voidstar
    voidstar
    Expert Expert
    voidstar 9/17/2015 10:44 PM (in response to Osman)

    I've attached two of the older firmware versions to this post -- hopefully one of them will work. If you have to do without email, the NMC also offers syslog, FTP, and SNMP traps for sending notification of events.

    How do you set up email on your NMC? I assume the configuration file in the debug tarball doesn't have the email configured yet or you would've crashed :-)

  • phongshdader
    Justin
    Novice Novice
    Justin 2/24/2016 9:16 PM (in response to voidstar)

    what was the solution to setting up the email server? I'm having the exact same problem trying to set up a using smtp.gmail.com email server

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 2/24/2016 9:44 PM (in response to Justin)

    Justin - can you share what NMC firmware you have? This should be a non issue anymore and wasn't too widespread to begin with. Also, what device is your management card in? (Smart-UPS, Symmetra, etc?)

    Can you obtain any of the log files as shown in the post above? I just ask because this may be a slightly different issue than the original poster's so if you could grab any of the log files any which way, it'd be helpful to confirm and guide you to a resolution. Instructions are here on the log files -> http://www.schneider-electric.us/en/faqs/FA156131

    The log files will be most helpful after the issue happens but after you clear the email configuration. Some of the logs won't be complete if they are downloaded when the application component wont boot.

  • phongshdader
    Justin
    Novice Novice
    Justin 2/26/2016 11:38 PM (in response to Angela)

    Thanks for looking at this

    Hardware Factory

    Model Number: AP9537SUM
    Hardware Revision: 05
    Manufacture Date: 03/07/2015

    Application Module

    Name: sumx
    Version: v6.0.7
    Date: Oct 17 2013
    Time: 17:47:26
    APC OS (AOS)
       
    Name: aos
    Version: v6.0.7
    Date: Oct 17 2013
    Time: 17:26:05
    APC Boot Monitor
       
    Name: bootmon
    Version: v1.0.2
    Date: Jan 21 2010
    Time: 13:35:57
  • ipicKedawinna
    Angela
    =S= Representative
    Angela 2/29/2016 2:37 PM (in response to Justin)

    Hi Justin,

    Thanks. You're on a very old revision of firmware for your UPS. I also cannot see evidence of a problem in the log. I recommend we update to AOS 6.4.0/sumx 6.4.0 and see if you still have a problem. If by slim chance you do, the debug logging is much better in the newer versions so I hope I'll be able to see the specific issue. If you upgrade to 6.4.0 and it happens again, see if you can get me the .tar file again.

    You'll find the most updated firmware here http://www.apc.com/tools/download/index.cfm and use the Filter by Software/Firmware download option and select Firmware Upgrades - UPS Network Management Card. Refer to part number SFSUMX640 and download that. Once you have that, you can run the .exe to apply the firmware upgrade. Here are some detailed instructions regarding Management Card firmware upgrade if you need it or cannot use the .exe method -> http://www.schneider-electric.us/en/faqs/FA156047 

    Let me know if you have any questions. I am not sure if you're able to do it but after you upgrade to v6.4.0, for a truly fresh start, I might suggest formatting the management card (but you'll lose TCP/IP settings) or at least reset to defaults and exclude TCP/IP in case this issue had to do with any type of corruption or similar. If you cannot do this or do not want to wipe any of your configuration, we can observe and re-try the steps and go from there. But, it might be necessary at a later time if it happens again on 6.4.0. I'm doubtful it will happen though on this newest rev. There are a lot of bug fixes and enhancements since the version you have.

  • phongshdader
    Justin
    Novice Novice
    Justin 3/1/2016 9:55 PM (in response to Angela)

    All is working now, thanks for the help!

  • apcsmh
    Drew
    Novice Novice
    Drew 6/7/2016 2:42 PM (in response to Justin)

    I have this same problem.    Tried upgrading the firmware as well as  resetodef -p keepip  to no avail.  

    It still throws that same error message....any other options?  I do see the AP9537 version has not changed but can't seem to figure out how to upgrade that?  

    apc>resetToDef -p keepip


    Reset to Defaults Except TCP/IP

    Enter 'YES' to continue or <ENTER> to cancel : yes

    Now initializing system to default values including
    all User Names, Passwords.
    Please wait...

    Please reboot system for changes to take effect!


    * Reboot required for change to take effect.
    apc>reboot
    E000: Success
    Reboot Management Interface
    Enter 'YES' to continue or <ENTER> to cancel : yes
    Rebooting..

    BEFORE:

    Hardware Factory
    ---------------
    Model Number: AP8965
    Serial Number: 5A1413E01474
    Hardware Revision: 02
    Manufacture Date: 03/26/2014
    MAC Address: 00 C0 B7 BA 1C 1F
    Management Uptime: 0 Days 0 Hours 1 Minute

    Network Management Card
    ---------------
    Model Number: AP9537
    Serial Number: 5A1412E03864
    Hardware Revision: 05
    Manufacture Date: 03/24/2014

    Application Module
    ---------------
    Name: rpdu2g
    Version: v6.0.9
    Date: Oct 25 2013
    Time: 15:46:47

    APC OS(AOS)
    ---------------
    Name: aos
    Version: v6.1.3
    Date: Nov 15 2013
    Time: 10:40:47

    APC Boot Monitor
    ---------------
    Name: bootmon
    Version: v1.0.5
    Date: Aug 20 2013
    Time: 19:17:02

    AFTER:

    E000: Success
    Hardware Factory
    ---------------
    Model Number: AP8965
    Serial Number: 5A1413E01474
    Hardware Revision: 02
    Manufacture Date: 03/26/2014
    MAC Address: 00 C0 B7 BA 1C 1F
    Management Uptime: 0 Days 0 Hours 1 Minute

    Network Management Card
    ---------------
    Model Number: AP9537
    Serial Number: 5A1412E03864
    Hardware Revision: 05
    Manufacture Date: 03/24/2014

    Application Module
    ---------------
    Name: rpdu2g
    Version: v6.4.0
    Date: Jan 21 2016
    Time: 17:42:56

    APC OS(AOS)
    ---------------
    Name: aos
    Version: v6.4.0
    Date: Dec 18 2015
    Time: 15:04:27

    APC Boot Monitor
    ---------------
    Name: bootmon
    Version: v1.0.8
    Date: Apr 8 2014
    Time: 10:59:40

    apc>

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/7/2016 3:24 PM (in response to Drew)

    Hi Drew,

    AP9537 is just the model of the network management interface/card inside of your Rack PDU. You've already upgraded the bootmon, AOS, and application file as far as I can tell from your before/after and that is all you can do. You've put the correct firmware on.

    If you're still having issues with the message "the application is incompatible with thisAPC OS," we'll need to know a little more about when you discovered it, if it happens after certain actions, and by chance if you're local, whatLEDs you see on the display and what they're doing. You can receive this message if the network management interface is unable to load its application after 6 attempts. It will give up and try this. And this can be due to a few different reasons. We'd want to see about grabbing the log files as explained here (http://www.schneider-electric.us/en/faqs/FA156131) but this may be tricky because they may not retrieve properly when the application cannot load. You'd want to obtain them (.tar file preferably) if you can get the PDU to load the application and work normally.

    Because you had v6.0.9 firmware, you may have something relating to this going on too: http://www.schneider-electric.us/en/faqs/FA237061

    Depending on what you can share about the history of the unit, I may suggest contacting tech support with reference to the firmware v6.0.9 bulletin and discuss options. It is possible that the network management module may need to be replaced.

  • apcsmh
    Drew
    Novice Novice
    Drew 6/7/2016 3:44 PM (in response to Angela)

    Hey man, I wasn't doing anything with it, the problem was escalated to me from level 1.  I have APC on the phone and we upgraded the firmware via ftp and yet no change.  It still shows A! which means "A! The application is not compatible with the AOS."  They are  stumped and unfortunately this PDU is 3000 miles away so I can't do anything with it locally and I can't see the LCD to see if that article applies.   I can grab the log files from FTP if needed as well.  

    Name : apcBA1C1F Date : 06/05/2016
    Contact : Unknown Time : 07:25:08
    Location : Unknown User : Super User
    Up Time : 0 Days 0 Hours 1 Minute Stat : P+ N4+ N6+ A!

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/7/2016 4:04 PM (in response to Drew)

    Hi Drew,

    Yes, you can try to grab the logs but they may not be available in the state the PDU is in so just be aware. It seems within your tech support case they referenced the knowledge base I mentioned to you. At the end of the day, this may require someone to be local to the PDU to resolve the issue, especially if the management module needs to be replaced.

    If the logs are available - primarily event.txt and in /dbg directory, dump.txt and debug.txt, they may give insight as to what is causing this. You can try downloading them via FTP and worse case they will be empty or will not download.

    If there is nothing in there, then tech support will have to escalate and I imagine the end solution may be to replace the management display/module if a 'format' doesn't work. They may have sent you those steps to try beyond trying the result to defaults which you already did.

  • apcsmh
    Drew
    Novice Novice
    Drew 6/7/2016 5:22 PM (in response to Angela)

    I got the logs but they are unreadable for the most part and little to no help.  

  • jadzima
    Jeff
    New Member New Member
    Jeff 6/29/2016 2:37 AM (in response to Drew)

    I, too, have been having a time and a half with this error. I've reinstalled the firmware 3 times now. The management interface comes up nicely, however, once I open one or two sub menu items the card reverts back to the 'the application is incompatible with this apc os' error and I'm stuck.

    Where do I get these logs from so that I can troubleshoot further and try to figure out how to salvage.

    Or do you all suggest that it's just time to scrap these cards and purchase something that works?

    Thanks

    jeff

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/29/2016 1:34 PM (in response to Jeff)

    All the different ways to download log files are here -> http://www.schneider-electric.us/en/faqs/FA156131

    Preferred is the .tar file if you can get it before a problem occurs. At a minimum, event.txt and in the /dbg directory dump.txt and debug.txt would be the most helpful items to find out why this may be occurring.

  • toentoen
    Antonius
    Novice Novice
    Antonius 12/6/2016 2:04 AM (in response to Angela)

    Hi Support,

    I face same issue when trying to access NMC via Web browser show massage "The Application is Incompatible With APC OS"

    FYI, I am using AP 9631 NMC with smart SURTD5000XLI, I already try format two times but still face below problem, 

    the application is incompatible with this APC OS

    Regards,

    Anton (Indonesia)

    Attachments
  • Terry_Kennedy
    Terry
    Apprentice Apprentice
    Terry 12/6/2016 2:24 AM (in response to Antonius)

    The A! in the Stat: field indicates that the OS found some problem with the application. The files ftp://your-ups/dbg/debug.txt and ftp://your-ups/logs/event.txt may have some useful information. You might also want to post a directory listing of the root directory so we can compare the timestamps / filesizes of the aos and app files to the expected values.

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