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Fail Smart UPS RT 3000va in PowerChute Business Edition

APC UPS Data Center Backup Solutions Forum

Schneider Electric support forum for Data Center UPS, software and services including our APC offers designed to share knowledge, installation, configuration, and general product use.

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llopez_apc
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Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/27/2017


Hello,

I have two Smart UPS, one is Smart UPS 3000va and second is Smart UPS RT 3000va, both Tower models. Well, I have installed the PowerChute Business Edition v9.2 and I could add without problems my Smart UPS 3000va, but with RT model, I can't because it show a message when I try add to device list.

Error PowerChute - Add Device

I was reading this Post  and I could verify the most common fails, I check passwords, networks communications, services and others, also I uninstall all and install again, even install other versions. Therefore I suspect which this model (RT) it's not compatible with PowerChute Software.

Anybody have some idea?

Thanks for help.

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BillP
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1042

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 4/5/2017


Hi,

Seems like there is bad USB comm on either the UPS side or system side. It is being discovered so comm is initial established. If you test the UPS with another computer does comm establish? if comm is established and retained then the issue is the system. If not then the issue is the UPS. 

Can you switch an using serial comm? If the system does not have a serial port you can test serial using a USB to serial converter. I use Prolific USB to serial for testing. 

See Answer In Context

12 Replies 12
BillP
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 3/28/2017


Hi,

Can you access the PowerChute Agent web interface? To do so enter the ip address of the system connect to the SRT example https://192.168.1.10:6547 

You should see the Agent web interface login page. Login to verify the user name and password and verify the UPS and Agent are communicating. 

llopez_apc
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/28/2017


Hello Bill, thanks for reply.

I could access to Agent Web Interface, the credentials are correct, but UPS and Agent are not communicating (image below).

UPS and Aget are not communicating

I investigated and found this Post, according it, I checked:

  1. USB Cable. The cable is ok. I interchanged the cables (Smart UPS 3000va vs Smart UPS RT 3000va) and its works fine with first UPS.
  2. Agent Service is Running, but I have restarted according to Post.
  3. Check USB Port use at Agent Interface, only USB Port allow select.

Device PortD

  4. Drivers is ok.

Drivers is Ok

I hope can help, thanks.

PD: I'm using Windows Server 2012R2.

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BillP
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 3/28/2017


Hi,

The screenshot shows that the version of PowerChute installed is not compatible with the SRT3000. To verify the Agent version click on Help. It looks to me as though you have installed version 9.0.3.  The PowerChute Agent for a SRT should be 9.2 or the latest is 9.2.1. 

Uninstall the Agent and reinstall with 9.2.1 from the link below allowing the installer to auto-detect the SRT. The SRT has t be connected to the server via USB for it to auto-detect. 

http://www.schneider-electric.us/en/faqs/FA304446/

llopez_apc
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/28/2017


Hello,

I made first installation with PowerChute 9.2.1, but it's not works, therefore I try with a legacy version.

I uninstalled all Powerchute software and I download 9.2.1 version (from link above). I installed agent again (allowing auto-detect), but it don't have communication between agent and Ups.

Agent - New Version

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BillP
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 3/28/2017


Hi,

The wrong version is installed. The screenshot shows version 9.0.4.601 and that version will not communicate with a SRT. When you run the installer and it auto-detects what model UPS is reported? 

llopez_apc
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/28/2017


Bill, thanks for reply.

It report  Smart UPS 3000

AutoDetect

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BillP
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 3/28/2017


Hi,

That is strange. Please check the bar code sticker on the UPS and let me know the exact model and serial numbers.

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llopez_apc
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Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/28/2017


Hi,

Bar Code Sticker: SUA3000 / AS1239241460

UPS Bar Code Sticker

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BillP
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 3/29/2017


Hi,

That explains why version 9.0.4 is being installed. The UPS is a SUA3000 not RT3000. The drivers are loading properly and the UPS is being discovered by the installer so there is communications between the UPS and the OS. The problem is once communications has been established it is dropping. Is the USB cable connected directly from the computer to the UPS or is going through a USB HUB? If you stop the PowerChute Agent service and restart it does communications return? Have you tried to reset the UPS? See FAQ FA156611 for assistance in resetting the UPS. 

llopez_apc
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 3/29/2017


Hi Bill,

The cable is connected directly from the server to the UPS. Also, I have reset the PowerChute Agent service according to FAQ FA163608.

Anyway, I don't tried reset the UPS, therefore I must will reset it (because at this moment I can’t stop the services) and after I will post the results.

Thanks again.

llopez_apc
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1044

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This was originally posted on APC forums on 4/4/2017


Hi Bill,

I made a brain dead, but the communication has not established between UPS and Agent.

I reset services, uninstall and re-install agent software. Have you any idea?

Thanks.

BillP
Administrator Administrator
Administrator
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1043

Re: Fail Smart UPS RT 3000va in PowerChute Business Edition

This reply was originally posted by Bill on APC forums on 4/5/2017


Hi,

Seems like there is bad USB comm on either the UPS side or system side. It is being discovered so comm is initial established. If you test the UPS with another computer does comm establish? if comm is established and retained then the issue is the system. If not then the issue is the UPS. 

Can you switch an using serial comm? If the system does not have a serial port you can test serial using a USB to serial converter. I use Prolific USB to serial for testing.