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

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Issue:
PowerChute Network Shutdown, lost or cannot establish communication with UPS.

Product Line:
PowerChute Network Shutdown (PCNS) all versions

Environment:
All supported operating systems

Cause:
There can be many reasons. Network traffic is blocked, mismatch authentication phrase or password etc.
See a complete list of resolutions for the 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/us/en/product-range/61933-powerchute-network-shutdown/?parent-subcategory-id=269409168

2. Confirm the type of Network Management Card being used along with the firmware on the card. The Network Management Cards designed to work with PCNS are part numbers AP9617, AP9618, AP9619, AP9630, AP9631, AP9635, AP9640, and AP9641. The AP9617, AP9618, and AP9619 are incompatible with PCNS 5 and above. 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.

NOTE: AP9617, AP9618, and AP9619 are incompatible with PowerChute versions 4.4.x and above.

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. Use the command ifconfig -a for a Unix server to display the network settings. For a 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. Use the command "#ps -ef | grep java" to display the Java-related daemon for the Unix server. Since PCNS is Java-based, all PCNS install daemons will be displayed on the list. Make sure that there is only one install daemon running. Note: PCNS 3.X and above can only run one instance of PCNS, and registration now occurs post-installation via the Config Wizard.

5. Verify that the PCNS service is started. If it has already been 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 PCNS client's IP address is listed under the PowerChute Client menu. If it is not, either manually add the PCNS client IP Address to the list or make sure that the Network Management Card and the PCNS client are on the same network segment. The client list can be found under Configuration—PowerChute Clients.
NMC PowerChute client list

7. If the system is on a different network segment, verify the system's IP address has been 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 computers connected to one UPS)

8. Verify the Authentication Phrase on the Network Management Card is correct (the default phrase is the admin user phrase). Starting with AP9630, AP9631, and AP9635 running firmware 6.x and AP9640 and AP9641s, the Authentication Phrase will be found on the Network Card under Configuration—Shutdown—PowerChute Shutdown Parameters.
NOTE: With the release of NMC firmware 6.8 and PowerChute Network Shutdown 4.4, there is no default authentication phrase. When configuring the NMC with firmware 6.8 and PowerChute, you must enter an authentication phrase. If you do not enter an authentication phrase and you enable HTTP or HTTPS for use with PowerChute, you will see an error.

PCNS - NMC Authentication entry

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

10. Verify the network connection between the PCNS client computer and the Network Management Card. Try accessing the Network Management Card from the PCNS client computer or the ping utility from the Network Management Card.

11. Verify that port 3052 and ports 80 and 443 are open on the switch/router and server. These 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, ensure that no other devices 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