Snap 4500 won't talk to UPS

[anomaly69]

I've got a snap 4500 that simply won't communicate with my APC. The APC has a static IP, the 4500 has been configured to talk to that IP, set w/ the APC username and the APC Authentication Phrase yet doesn't work.

I apply all of that and when it refreshes I get this: APC Status: Unknown

All my other hardware is talking to the APC just fine.

Anyone got any suggestions? Adaptec wants $350 just to talk to me about.

[Phoenix32]

Sorry, I have not done the APC UPS yet, so don't know this one...

[blue68f100]

I sent you a PM.

You must use admin/root user id and pw. Users with adimin rights do not work. Is this a APC9617 network card? You must also add the 4500 to the APC list with admin/PW. And what Firmware for APC and Guardian OS version.

[anomaly69]

I'm a bit confused by your answer. Are you saying that in the Snap server UPS configuration page I should use the servers root id and pw.

I don't think that would work as it's specifically asking for the APC username and authentication phrase. I've included a screenshot below for clarity.



http://s238.photobucket.com/albums/f...rUPSconfig.jpg

The image function doesn't seem to be working so I've included a link to it. If this doesn't work on your end let me know and I'll look for another way.

[blue68f100]

You must enable UPS support, first box. May require a reboot?

On this page enter the APC User name for auth must match what is used on the APC. MUST BE BE THE SAME. "admin is used on both devices" Use copy and paste for keys. Remember that the UPS initiates the shutdown and reboot.

Also make sure the APC UPS "powerchute" is configured and server IP address added.

fyi. The 4500 will not shut completely off if set to restart back up on restore. Once the shutdown is given the led's do a 3 plink pattern, but the 4500 will not power off. There is a bios flag that is set to start on power restore. So when the ups come back on line and switches the power on to the outlets it will start. I have mine set to start back up after the batteries have been recharged back to 25%. This will keep from bouncing the 4500 if another outage hits. My APC1500 takes 15min to recover to 25%. So I have the delay there.

[blue68f100]

Did you finally get the UPS to connect????

[anomaly69]

No, so far it's not working. I keep trying to find a way when I have the time to work on it. Do you have any other ideas? Were you able to see the screen grab I posted? I had to host it on photobucket and link to it because I couldn't get it to show up inline on the post.

[blue68f100]

Here is Adaptec Knowledgebase:

What APC User Name (for authentication) is required for use with the APC UPS shutdown feature? Question What APC User Name (for authentication) is required for use with the APC UPS shutdown feature?

This information applies to the following Product(s):

- Snap Server 1000
- Snap Server 1100
- Snap Server 2200
- Snap Server 4100
- Snap Server 4200
- Snap Server 4400
- Snap Server 4500
- Snap Server 12000
- Snap Server 14000
- Snap Server 15000
- Snap Server 18000

This information applies to the following Operating System(s):

- This information is not Operating System specific Answer The account specified must be the primary administrative account on APC network base UPS. By default, the name of this account is apc. However, keep in mind the name of the account may be renamed. See the UPS documentation to determine the name of the primary administrative account.

It took me time to figured what it needed.

[anomaly69]

I'm using the default UPS user name right now which is APC.

[blue68f100]

The Guardian OS is case sensitive, and so is the APC.

The enable box must e checked.
Use admin and PW not the device (APC) and pw. The device (APC) does not have the proper rights to work.

[anomaly69]

Blue,

Thats good information. I've double checked everything and it's all in lower case, on both sides. So that confirms that the case is not the problem. Great idea though.

[blue68f100]

I added more info to prevoius post.

[anomaly69]

Cool, more good info. I'm going to experiment with that and I'll let you know the results. Thanks again Blue.

[anomaly69]

Ok, so I used the management cards administrator account/pw to configure the snap server UPS settings. It still doesn't work. The Status still reads "Unknown"

Originally Posted by blue68f100

The Guardian OS is case sensitive, and so is the APC.

The enable box must e checked.
Use admin and PW not the device (APC) and pw. The device (APC) does not have the proper rights to work.

[blue68f100]

From the APC Help....

Sets the case-sensitive phrase of 15 to 32 ASCII characters to be used during MD5 authentication for PowerChute® communication. Default settings are "admin user phrase" for Administrator, "device user phrase" for Device User, and "readonly user phrase" for Read-Only User.

OK, is your key the correct length? 15-32
use only std ascii keys.

Disable the UPS in the snap,
clear all values.
reboot.
reconnect enter admin & key
re-enable it.
And see if it comes on line.

How did you enter the key? type or paste?

Ok, what OS versiion are you running on the 4500?

What firmware version is the APC on.

[anomaly69]

I tried using a 15 character administrator pw on the card and entering that on the snap where it asks for the authentication phrase. No luck. Is that what you are referring to when you say "key".

Actually I don't mean to be snarky but you aren't sticking to the terms the manufacturers use and it's making this more confusing. I'm not really sure what you're trying to say much of the time. Think we could agree to cut out the pronouns and spell things out?

The version info you asked for is:

Snap OS version: 4.2.054
APC Firmware Revision: 691.16.D

Have you been able to see the screen shot I posted? I would like you to see that so you can confirm we are talking about the same thing.

[blue68f100]

Yes to screen posted. Have you posted any more since the first time?

Ok, I will try to spell it out a little clearer. It was difficult for me the first time I set mine up.

The password is not the same as the key.

The key for the APC is entered under the UPS tab, PowerChute configuration. This key must be between 15 and 32 chr long. Use only hex keys and see if make a difference. I'm not sure but I think I used A-Z, a-z, 0-9 on mine and 32 chr long. For some reason my notes show 2 seperate keys, indicating I was trying to determine if it only wanted hex. But with 15 chr min indicates ascii. Make sure you hit the APPLY button to save your settings.
Entered your snap IP address into the UPS PowerChute Clients and save.

Mine is set to go off with a 2 min delay and restart on power restore. Power restore on mine waits till the battery has at least 25% battery charge. This prevents short cycling, en-event the powers goes back out. You can use a 5 min delay (remember it takes 5-6 min to boot a 4500), it all depends on how much backup time you have. Also soon as you offload the UPS the run time jumps up, and my not cycle off.

Now the Snap settings.

Connect to the admin page of the 4500, select the UPS under the Server Section.
Check the "Enable UPS Support" box.
Check the automatic restart if you need it to.
Now select use the following network-connected device box.
Now enter the IP address of the APC.
The APC user name will be "admin". (same as what is listed under the APC Administration Security administrator. I recall problems with using device "APC"
Paste the key used into the APC Auth key. I say paste because a good key is very difficult to type correctly if you can not see what is going on the screen. Any way for me, my typing skill are not that great.
Then OK, if the status does not change after 5 sec use the refresh button. Depending on network traffic it may take a minute the first time. If not try backing out and go back in to get a page refresh.

If you get the online status you can add restart on power failure.

Your Network card may be for a larger UPS than mine with my FW in 3.33.

This should all work. As you know the APC uses a broadcast on the network. My personal FW picks it up all the time. I had to add rule to allow it to keep my logs smaller.

If it does not try rebooting the APC network card. Under Admin, General, Reset/reboot.

I hope this is enough detail for you. If it is accurate (works) I will add it to my FAQ's I have been thinking of putting together for Guardian OS users.

[anomaly69]

So the key you are referring to is the Authentication Phrase? Because that's what I'm seeing on the page you directed me to.

http://i238.photobucket.com/albums/f...huteconfig.jpg

I've carefully followed your instruction and still can't get the two devices to talk. I'm beginning to suspect that there is something wrong with the snap server. All the other servers communicate w/ the UPS card just fine.

[Phoenix32]

While this is not my department, I have to ask. Have we determined what version OS he is using? Remember, you need OS v4.2.054 or better for the UPS stuff to work properly on the SNAP Server.

[blue68f100]

He is at the version that support the snap, post 16. But there were several upgrades afterwards that addressed the APC snap issue. I think the UPS feature worked at the earlier release, with v 4.2 adding the usb support. I know mine worked with v4.1.

At this point see if there is a newer firmware for the APC. I have gone through 3 version on my Smart-UPS. And it still has a bug with the snmp server settings. Since this feature was added at a later date your APC Firmware may not support the GuardianOS.

Did you restart/reboot the APC Network card?

Did you remove the IP from the client list and add it back in?

Is the UPS in the same subnet as the 4500? The APC uses a broadcast (udp) to anounce it's presence, I do not recall which port it's using. If on a different subnet it will not receive the broadcast.

The auth phase in the APC is the same as the key in the 4500.

Then for one last shot before we take them to the field and shoot them. Remove every thing you have added, clearing all fields and saving, then reboot the units. Since most apc support more than one device, just reboot the network card in it. Then follow the instructions again. I feel one or two things are happening. APC FW does not support the GuardianOS. And or it's brains are scrambled from all of the changes. If you used ascii for the key, use only hex chr this time, 16 chr long.

Are you using the email function in the APC card function and/or snmp traps? Look at the log may give you some insite, as well as the log on the 4500.

What is the model of APC-SmartUPS and which Network card is in it.

A mute point at this time:
I noticed you have a large (early) delay on the shutdown for low battery. Any particular reason. Having a large number may not drop the power to the 4500, if your sheeding load. Without dropping power to the 4500 it will not auto boot on startup. One of those catch22 things I ran into during my testing.

None of the other users I helped with this issue didn't have this much difficulty. Most worked the first time. Which kind of makes me lean to a APC fw problem.

Try to see if it will work with a usb cable? But I do not recall if it gives feed back on connection status.

[Phoenix32]

My bad, I didn't see the OS version listed. I'll butt out...