This question was originally posted on DCIM Support by Garry Priestland on 2018-11-13
Recently we needed to update the firmware on some AP9361 PXHID controllers and some ACRC103 cooling units, both gen 1 firmware.
we ran into a fairly serious issue in the at the updates failed and not only did they fail they left the equipment in an indeterminate state.
It appear that the first part of the FW would upload to the device then a reboot would occur as expected. At this point the update would fail and the device was left in an indeterminate state.
Using DCE it just says the update failed, but all the sensors on the device show unplugged. Since unplugged conditions do not create alerts in DCE no alarms appeared on DCE.
I tried the PXHID update using the FW update wizard directly instead but after the first file is uploaded the FW wizard crashes, leaving the PXHID in the same indeterminate state.
I tried directly using FTP whilst the unit is in this state but it does not permit the upload. It either does not start the upload or fails part way through.
Going to the web page I just get a message saying the application has failed (or similar - I did not screenshot it) and to log in with Telnet. Telnet just shows the application error...
Eventually I traced this down to the password / username combination being too complex - not it was that complex and by changing it back to apc/apc I was able to recover the units by doing an update using the FW update wizard.
I cannot say if the cooling unit continued to operate correctly or not, but on a PXHID unit I managed to simulate the issue on in our lab, the PXHID stopped operating and would not allow the unlocking of the doors with the HID card.
I also found 1 more PXHID controller on site where all the sensors were showing unplugged suggesting this had the same issue before I started to update the firmware.
Is this a known issue? Is there a fix?
Is there a way to get DCE to show an alarm if a sensor is showing unplugged?
This could be really, really problematic if someone tries to mass update these devices with DCE
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