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Home » Spaces » UPS Management Devices & PowerChute Software » discussion » General » Unable to download AP9631 firmware (FTP site down?)

Unable to download AP9631 firmware (FTP site down?)

Discussion in UPS Management Devices & PowerChute Software started by Vince , 5/17/2018 2:23 PM
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  • VFBB
    Vince
    Novice Novice
    Vince 5/17/2018 2:23 PM

    Hello,

    I'm unable to download the new firmware for my AP9631. Over the past couple days I've been trying to get the executable to update the management cards but the FTP site has been timing out. The file I'm after is located at ftp://ftp.apc.com/restricted/hardware/nmcard/firmware/sumx/656/apc_hw05_aos656_sumx656_bootmon108.exe

    Does anyone from APC have a way to get the FTP site working again or a copy of the firmware elsewhere?

    Thank You

  • VFBB
    Vince
    Novice Novice
    Vince 5/17/2018 3:23 PM (in response to Bill)

    Hello Bill,

    Getting the same issue unfortunately. The download link directs to the ftp.apc.com site which times out.

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 5/17/2018 5:24 PM (in response to Vince)

    Hmm, it is working for me so I am not sure what the issue is.

    I attached it to this post. Can you grab it from there? Otherwise, I can upload it on a Schneider Box link.

    Note, I had to put the .exe in a .zip file to bypass this site's rejection of .exe attachments.

    <Removed original attachment from my post. There are no known issues with FTP download occurring.>

  • VFBB
    Vince
    Novice Novice
    Vince 5/17/2018 5:27 PM (in response to Angela)

    Hello Angela,

    That works perfectly, thank you!

  • chisarickd
    Dan
    Novice Novice
    Dan 6/10/2018 1:12 PM (in response to Angela)

    I have the same problem where I can't download the firmware from the "Download" link. If some people can download it but others can't it's possibly a permissions issue on the folder. The "Download" button on this page "Download AP9630 Firmware" references an FTP path of: "restricted/hardware/nmcard/firmware/sumx/656/apc_hw05_aos656_sumx656_bootmon108.exe" When I look at the FTP site, in the "sumx" folder I don't see a folder named "656". Attempting to go there anyway (assuming it's just a hidden folder) doesn't work. Can someone take a look at the file permissions on the FTP site? While I'm grateful for the direct link in the forums, not everyone might notice it. Thanks.

    PS - The Firmware 6.5.6 Release Notes have the hashes for the file at the very bottom. The notes aren't 100% clear that the hash is for the .exe but I assume it is. I tried to compute the hash on the .exe file, the ZIP file you created (knowing it wouldn't work but tried it anyway), and the firmware files inside the .exe archive (the .exe is a self-extracting archive). None of them lined up. So either the release notes are wrong, the hashes correspond to a file other than the ones I tested, or somehow the .exe you uploaded isn't exactly the same as the one on the FTP site. You said you had a problem with the site rejecting the .exe file, I wonder if somehow it got modified?

  • chisarickd
    Dan
    Novice Novice
    Dan 6/11/2018 4:15 PM (in response to Dan)

    Ok now I see all the images. Downloaded, verified hash per the release notes (matches), installed, works. Thank you.

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/11/2018 8:03 PM (in response to Dan)

    Hi Dan,

    I was asking someone to check this out but what changed? Do you know why it is working now and what the problem was?

  • chisarickd
    Dan
    Novice Novice
    Dan 6/11/2018 8:23 PM (in response to Angela)

    Unfortunately my answer to all 3 questions is "I don't know". The problem as I experienced it was that on the FTP site, under this path: "/restricted/hardware/nmcard/firmware/sumx" I only saw 2 folders named "210" and "211". I saved the FTP connection information in Transmit (Panic Software) because I figured I'd be coming back here again. I checked it early today (maybe 7am EDT) and then a little later, maybe 10am EDT and all of a sudden there are 20+ folders there, including "656" which is what I wanted. I tried to download it yesterday using a browser, command-line FTP and Transmit. All 3 came up empty. Today I checked Transmit 2x and the second time everything was there. Point is, I saved the connection info and what didn't work yesterday worked today. Odd.

  • chisarickd
    Dan
    Novice Novice
    Dan 6/11/2018 9:03 PM (in response to Angela)

    Is there any way for me to send you a PM? It says you must be an approved friend to do so.

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6/12/2018 12:17 PM (in response to Dan)

    Hi Dan,

    I'll send you one to override that requirement.

  • fissure
    Neil
    New Member New Member
    Neil 6/16/2018 3:24 PM (in response to Vince)

    we too are unable to download firmware for AP9631 from:

    ftp://ftp.apc.com/restricted/hardware/nmcard/firmware/sumx/656/apc_hw05_aos656_sumx656_bootmon108.exe

    on Mac or PC

    for:

     UPS Network Management Card v6.5.6 Firmware for Smart-UPS & Galaxy 3500 with AP9630/31/35

    SFSUMX656  

    04/12/2018

    as listed at:

    http://www.apc.com/us/en/tools/download/index.cfm

    on the ftp site:

    /apc/public/restricted

    exists but is empty

    /apc/public/hardware exists

    /apc/public/hardware/nmcard/firmware/sumx

    exists

    and contains

    drwxrwxr-x   2 ftpadmin pubadm       4096 Sep 17  2002 v115

    drwxrwxr-x   2 ftpadmin pubadm       4096 Jul 16  2003 v120

    drwxrwxr-x   2 ftpadmin pubadm       4096 Jul 16  2003 v210

  • cabbott
    Chris
    New Member New Member
    Chris 13 days ago (in response to Neil)

    I see the same as Neil. Is there a valid download location to get the firmware?

  • chisarickd
    Dan
    Novice Novice
    Dan 13 days ago (in response to Chris)

    I just tested it right now and was able to download the file. Don't use a web browser to download the firmware, use an FTP client. When you get to the "Download" button to download the file, copy the URL and use that information to download it the file with an FTP client. Also I just tested this with Chrome on a Mac and was able to download the firmware. See if either of those help. Safari chokes on the FTP link. 

  • cabbott
    Chris
    New Member New Member
    Chris 13 days ago (in response to Dan)

    Thanks for the tip. Copying the URL I managed to get the secure credentials which allowed the FTP client to see the folder.

    Internet Explorer certainly can't get the file.

  • RanmaKei
    JONATHAN
    New Member New Member
    JONATHAN 6 days ago (in response to Angela)

    I can't download via Firefox, Chrome, WinSCP, or Filezilla.

    I have a problem with the stock 6.5.0 firmware not working with Exchange 2016 when using SMTP settings.

    Can you please send me the firmware directly?

  • informatica.riad
    Gianluca
    New Member New Member
    Gianluca 6 days ago (in response to JONATHAN)

    I also need a working download link for the firmware 6.5.6.

    why don't you publish alternative download links for those who can't use ftp protocol?

  • Nico-IT
    Nico
    Novice Novice
    Nico 6 days ago (in response to JONATHAN)

    Hi,

    the problem is not the ftp protocol, the problem is the server.

    According to the support-team Schneider is already working on it, see last post in here:

    http://forums.apc.com/spaces/14/general-questions-suggestions/forums/general/86193/problems-with-downloading-firmware-and-software-from-the-ftp-server

  • informatica.riad
    Gianluca
    New Member New Member
    Gianluca 6 days ago (in response to Nico )

    Thanks Nico, though I noticed they have problems with their FTP server.

    Looking at the forum it seems that these problems are recurring and very frequent. If there were alternative links, perhaps users would not be stuck waiting for resolution.

  • Nico-IT
    Nico
    Novice Novice
    Nico 6 days ago (in response to Gianluca)

    Gianluca, I totally agree with you. It's kind of ironic, that a specialist for solutions for continuous availability of IT-infrastructure has a offline server problem ;) 

    From my own experiences i can say that Schneider has a great and very accommodating customer service but I guess in this case the support team must rely on their IT-department / contractor.

  • ipicKedawinna
    Angela
    =S= Representative
    Angela 6 days ago (in response to Nico )

    Site is back up now. Sorry for the delay but yes, we have had to engage Enterprise IT to fix.

    And I don't disagree with what you said about this being ironic if I am being honest.... foot-in-mouth

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