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Home » Spaces » UPS Management Devices & PowerChute Software » discussion » General » Lost the local network management interface-to-UPS communication.

Lost the local network management interface-to-UPS communication.

Discussion in UPS Management Devices & PowerChute Software started by Doug , 5/29/2015 8:04 PM
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  • stryderr
    Doug
    Novice Novice
    Doug 5/29/2015 8:04 PM

    Model: SMX3000RMLV2U

    I can log onto the interface of the card but from there all the screens display "Lost the local network management interface-to-UPS communication." at the top.

    I've seen this isse in some other posts where the data.txt and event.txt were requested so I've included these.

    I've just replaced the batteries on this unit but am still getting some beeps about twice a day. The panel on the front shows nothing. Would like to log in and see what is alerting me to.

    Attachments
  • stryderr
    Doug
    Novice Novice
    Doug 5/29/2015 8:12 PM (in response to Doug)

    Further to this I am adding the config.ini file

    Attachments
  • Terry_Kennedy
    Terry
    Apprentice Apprentice
    Terry 5/30/2015 12:28 AM (in response to Doug)

    In your config.ini, it says "UPS Not Discovered" which agrees with the communication lost error you're seeing on the web interface. This could be a problem with either the management card (on its interface to the UPS) or with the UPS itself. I would tend to suspect the UPS, since you say that the front panel isn't displaying anything. It sounds like "nobody is home" in the UPS.

    If your application allows this, I'd suggest powering down the equipment that is served by the UPS and then powering down the UPS and "dead-ing" it. Normally that is done by turning the UPS off at the front panel, unplugging it from its power source, and then pressing and holding the UPS power off button until you hear a beep and/or click and all of the LEDs on the UPS (including the back panel) turn off. That is the "classic" method to reset it - newer models like yours may have an alternate method.

    Then plug the UPS back in and turn it on (before powering the connected equipment back on). Hopefully the UPS will wake up and display something on the front panel. If this was a one-time hiccup and the UPS is now working properly, you're all set. However, the UPS might not power back up, or it might come up but develop this same fault (or a different fault) after some period of time. In that case, you'd be looking at either a warranty repair/replacement or a non-warranty repair by CoastTec (assuming you're in the US) or replacement.

    In either case, once you get the UPS going again, you may want to update the management card firmware - your config.ini says you're running 5.1.7 and the current version is 6.2.1 from here. Note that some configuration settings may not be retained because there are a number of changes between those two releases. You can compart the old config.ini file to the new one after updating to see what you might need to re-configure. 

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/1/2015 1:30 PM (in response to Terry)

    Yes, I agree with Terry. I'd also clarify what you mean by the UPS front panel not showing anything? No LEDs, no text, or is not showing anything related to this issue but appears normal?

    If you just replaced the batteries, you need to do a UPS self test to clear the replace battery alarm. This typically can be executed from the panel if it was/is working normally.

    Your management card can't "talk" to your UPS though is what it is trying to tell you and per your event log, it looks like this has been happening for some time. Terry mentioned some steps to try. You could also try rebooting your Management Card or power cycling it before what he suggested as some easier steps. Preferably, I'd recommend removing it from the UPS for 10-20 seconds and then re-inserting it and logging in and checking again.

  • stryderr
    Doug
    Novice Novice
    Doug 6/1/2015 6:26 PM (in response to Angela)
    On 6/1/2015 6:30 AM, Angela said:

    I'd also clarify what you mean by the UPS front panel not showing anything?

    Not showing anything related to this issue but appears normal.

    I have done the Self Test (passed)

    I would like to try rebooting the Management Card or power cycling before I shut down the entire UPS as it is in a production environment.

    On 6/1/2015 6:30 AM, Angela said:

    Preferably, I'd recommend removing it from the UPS for 10-20 seconds and then re-inserting it and logging in and checking again.

    1. How do I cycle the power on just the card?

    2. Can I remove/reinsert the card without shutting down the entire unit first?

  • ipicKedawinna
    Angela
    =S= Representative
      This discussion is marked as answered
    Angela 6/1/2015 6:34 PM (in response to Doug)

    Hi,

    1.) You physically remove the card from the UPS SmartSlot. It may have two screws securing it to the UPS on each side of its faceplate. Once the card is unsecured (if it was), you physically slide the card out, the LEDs will go out, and leave it off for 10-20 seconds. Then, push it back in after and after ~20-30 seconds, you should see some LEDs on the management card.

    2.) Yes, documentation supporting that is here -> http://www.apc.com/support/index?page=content&country=ITB&lang=en&locale=en_US&id=FA156132 

  • voidstar
    voidstar
    Expert Expert
      This discussion is marked as answered
    voidstar 6/1/2015 6:40 PM (in response to Doug)

    To power cycle the card, you can also go to control->network->reset/reboot, or issue the "reboot" command via telnet, ssh or console port.

  • stryderr
    Doug
    Novice Novice
    Doug 6/1/2015 7:24 PM (in response to voidstar)
    On 6/1/2015 11:40 AM, voidstar said:

    To power cycle the card, you can also go to control->network->reset/reboot

    I have no Network under Control - just UPS and Outlet groups

    On 6/1/2015 11:40 AM, voidstar said:

    or issue the "reboot" command via telnet, ssh or console port.

    Success!! Card is back online.

    Thanks to everyone for the prompt courteous help

  • Visseroth
    Patrick
    New Member New Member
    Patrick 3/21/2017 1:21 AM (in response to Doug)

    For anyone else that finds this thread, I had the same issue and it happened all of a sudden in the middle of the night.

    I tried restarting everything, reseating the card, nothing seemed to work.

    I then pulled the card out and was going to let it sit for a few minutes to discharge but while looking at it I noticed a component wasn't attached to the circuit board, it was dangling loose from it's other terminal.

    I believe it came loose due to a cold solder joint. This does happen in electronics. I pulled out my soldering iron and re-soldered the component to the board, reinstalled the card into the UPS and it is now working fine.

    So, if re-seating, rebooting, restarting doesn't work check the board for any loose or damaged components. Either RMA if under warranty, if not under warranty then you can try re-solding the component but just remember you do this at your own risk. Remember that any modifications to a component under warranty voids the warranty and if improperly done you could cause irreversible damage to a already damaged product.

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