Can't get agent running. SMT1500

[Anonymous user]

I have purchased a new Smart-UPS 1500 LCD (SMT1500) and have it hooked up to a Windows 2003 SBS w/ SP2 via USB. I downloaded the Powerchute 9.0 (5 node) and installed all 3 modules (agent, server, console), however, I am unable to get the agent service to run. I tried uninstalling all of the java versions on the server and installed the latest version thinking that would help, and reinstalled the agent, but no luck. I also uninstalled Mcafee Antivirus Enterprise 8.7 thinking that was blocking it.
The service shows as starting, even if i change from automatic to manual. I can't stop it.
I also can't access the web interface through http://127.0.0.1:3052/
In C:\Program Files\APC\PowerChute Business Edition\agent, I see an error log that shows the following which lead me to believe it may be a java issue?:

# A fatal error has been detected by the Java Runtime Environment:
#
# EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x77bbb08c, pid=5952, tid=6052
#
# JRE version: 6.0_19-b04
# Java VM: Java HotSpot(TM) Client VM (16.2-b04 mixed mode windows-x86 )
# Problematic frame:
# C [msvcrt.dll+0x1b08c]
#
# If you would like to submit a bug report, please visit:
# http://java.sun.com/webapps/bugreport/crash.jsp
# The crash happened outside the Java Virtual Machine in native code.
# See problematic frame for where to report the bug.
#

--------------- T H R E A D ---------------

Current thread (0x0baa2c00): JavaThread "USB_UPS_DetectTimer" daemon [_thread_in_native, id=6052, stack(0x0cd00000,0x0ce00000)]

siginfo: ExceptionCode=0xc0000005, reading address 0x005f33ce

Registers:
EAX=0x005b1fd8, EBX=0x005f33ce, ECX=0x00030002, EDX=0x000033d0
ESP=0x0cdff834, EBP=0x0cdff850, ESI=0x005c33cc, EDI=0x00000000
EIP=0x77bbb08c, EFLAGS=0x00010246

Message was edited by: ss911der

Message was edited by: ss911der

[Anonymous user]

I have purchased a new Smart-UPS 1500 LCD (SMT1500) and have it hooked up to a Windows 2003 SBS w/ SP2 via USB. I downloaded the Powerchute 9.0 (5 node) and installed all 3 modules (agent, server, console), however, I am unable to get the agent service to run. I tried uninstalling all of the java versions on the server and installed the latest version thinking that would help, and reinstalled the agent, but no luck. I also uninstalled Mcafee Antivirus Enterprise 8.7 thinking that was blocking it.
The service shows as starting, even if i change from automatic to manual. I can't stop it.
I also can't access the web interface through http://127.0.0.1:3052/
In C:\Program Files\APC\PowerChute Business Edition\agent, I see an error log that shows the following which lead me to believe it may be a java issue?:

# A fatal error has been detected by the Java Runtime Environment:
#
# EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x77bbb08c, pid=5952, tid=6052
#
# JRE version: 6.0_19-b04
# Java VM: Java HotSpot(TM) Client VM (16.2-b04 mixed mode windows-x86 )
# Problematic frame:
# C [msvcrt.dll+0x1b08c]
#
# If you would like to submit a bug report, please visit:
# http://java.sun.com/webapps/bugreport/crash.jsp
# The crash happened outside the Java Virtual Machine in native code.
# See problematic frame for where to report the bug.
#

--------------- T H R E A D ---------------

Current thread (0x0baa2c00): JavaThread "USB_UPS_DetectTimer" daemon [_thread_in_native, id=6052, stack(0x0cd00000,0x0ce00000)]

siginfo: ExceptionCode=0xc0000005, reading address 0x005f33ce

Registers:
EAX=0x005b1fd8, EBX=0x005f33ce, ECX=0x00030002, EDX=0x000033d0
ESP=0x0cdff834, EBP=0x0cdff850, ESI=0x005c33cc, EDI=0x00000000
EIP=0x77bbb08c, EFLAGS=0x00010246

Message was edited by: ss911der

Message was edited by: ss911der

[Anonymous user]

If you have your OS install CD handy you may want to try a repair installation after you've removed Java, PCBE and run the registry cleaner.

[Anonymous user]

So, I tried replacing the .dll file in windows\system32 with a newer version, but with no success. Anyone know what the deal is with my situation?

Thanks!

[Anonymous user]

Ok, I will run SFC and see what it finds. Thanks

[Anonymous user]

I've installed the same version it was tested with, and used the APC java application to switch between different versions (latest version) of java. No luck. Any other suggestions? I am not giving up.

Message was edited by: ss911der

[Anonymous user]

Do I need to open up a ticket with phone support? I need to get this resolved.

[Anonymous user · Accepted solution]

No problems doing the system file checker.
The debug file in the apc agent folder shows the following:



Fri Jan 28 18:01:04 EST 2011: [MicroLinkDeviceTranslator.()]- added MicroLinkOutletSystem data model to DataModelRegistry
Fri Jan 28 18:01:04 EST 2011: [MicroLinkDeviceTranslator.()]- added UPSCapabilities data model to DataModelRegistry
Fri Jan 28 18:01:04 EST 2011: [MicroLinkBatterySystem.()]- There was an error while querying the device for FQUNs: com.apcc.m11.arch.CommunicationException: MicroLink engine has not been inited yet.
Fri Jan 28 18:01:04 EST 2011: [MicroLinkDeviceTranslator.()]- added UPSCapabilities data model to DataModelRegistry
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Normal Energy Usage Startup.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Country: US
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Weight Measurement being used: Imperial
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- User has supplied their own data: false
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Reporting Start Date: Wed Jan 26 00:00:00 EST 2011
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Reporting End Date: null
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- PCBE Install Date: Wed Jan 26 00:00:00 EST 2011
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- PCBE Agent last contacted APC Energy Usage Web Service on Date: Wed Jan 26 00:00:00 EST 2011
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- Error retriving Energy Usage Variable 'WebServiceURL' from Permanent Storage.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- ConfigEntry not found: EnergyUsage.WebServiceURL
- Fri Jan 28 18:01:05 EST 2011:Critical Exception class com.apcc.m11.arch.storage.StorageEntryException:ConfigEntry not found: EnergyUsage.WebServiceURL On Thread Thread[PCBE Agent Main Thread,5,main] Caught at EnergyUsageReporting.readFromPermanentStorage()[:]
Thrown at HashPermanentStorage.readData()[:]
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.configureWebServiceVariables()]- Setting Default (EnergyUsageWebServiceURL): Web Service URL: http://updates.apc.com/pcbe/energyusage/GetPCBEInfo.cfm?Country=US
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- Error retriving Energy Usage Variable 'WebServicePCBESleepSeconds' from Permanent Storage.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- ConfigEntry not found: EnergyUsage.WebServicePCBESleepSeconds
- Fri Jan 28 18:01:05 EST 2011:Critical Exception class com.apcc.m11.arch.storage.StorageEntryException:ConfigEntry not found: EnergyUsage.WebServicePCBESleepSeconds On Thread Thread[PCBE Agent Main Thread,5,main] Caught at EnergyUsageReporting.readFromPermanentStorage()[:]
Thrown at HashPermanentStorage.readData()[:]
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.configureWebServiceVariables()]- Setting Default (EnergyUsageWebServicePCBESleepSeconds): Amount of sleep time between contacting APC Web Service: 2628000 Seconds.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- Error retriving Energy Usage Variable 'WebServiceRetrySleep1Seconds' from Permanent Storage.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- ConfigEntry not found: EnergyUsage.WebServiceRetrySleep1Seconds
- Fri Jan 28 18:01:05 EST 2011:Critical Exception class com.apcc.m11.arch.storage.StorageEntryException:ConfigEntry not found: EnergyUsage.WebServiceRetrySleep1Seconds On Thread Thread[PCBE Agent Main Thread,5,main] Caught at EnergyUsageReporting.readFromPermanentStorage()[:]
Thrown at HashPermanentStorage.readData()[:]
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.configureWebServiceVariables()]- Setting Default (EnergyUsageWebServiceRetrySleep1Seconds): APC Web Service sleep time retry #1: 600 Seconds.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- Error retriving Energy Usage Variable 'WebServiceRetrySleep2Seconds' from Permanent Storage.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- ConfigEntry not found: EnergyUsage.WebServiceRetrySleep2Seconds
- Fri Jan 28 18:01:05 EST 2011:Critical Exception class com.apcc.m11.arch.storage.StorageEntryException:ConfigEntry not found: EnergyUsage.WebServiceRetrySleep2Seconds On Thread Thread[PCBE Agent Main Thread,5,main] Caught at EnergyUsageReporting.readFromPermanentStorage()[:]
Thrown at HashPermanentStorage.readData()[:]
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.configureWebServiceVariables()]- Setting Default (EnergyUsageWebServiceRetrySleep2Seconds): APC Web Service sleep time retry #2: 1800 Seconds.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- Error retriving Energy Usage Variable 'WebServiceRetrySleep3Seconds' from Permanent Storage.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.readFromPermanentStorage()]- ConfigEntry not found: EnergyUsage.WebServiceRetrySleep3Seconds
- Fri Jan 28 18:01:05 EST 2011:Critical Exception class com.apcc.m11.arch.storage.StorageEntryException:ConfigEntry not found: EnergyUsage.WebServiceRetrySleep3Seconds On Thread Thread[PCBE Agent Main Thread,5,main] Caught at EnergyUsageReporting.readFromPermanentStorage()[:]
Thrown at HashPermanentStorage.readData()[:]
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.configureWebServiceVariables()]- Setting Default (EnergyUsageWebServiceRetrySleep3Seconds): APC Web Service sleep time retry #3: 3600 Seconds.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Duration since PCBE Agent last contacted APC Energy Usage Web Service (Days): 2
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Duration till PCBE Agent next contacts APC Energy Usage Web Service (Days): 27
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting.()]- Duration since Agent last contacted APC Energy Usage Web Service has not expired. Therefore not contacting Web Service as part of startup.
Fri Jan 28 18:01:05 EST 2011: [EnergyUsageReporting$APCEnergyUsageWebServiceChecker.run()]- PCBE Agent Energy Usage Web Service Checker Sleeping 2390335000 Milliseconds (27 Days) before contacting APC Energy Usage Web Service and checking for updates.
Fri Jan 28 18:01:06 EST 2011: [MicroLinkSlaveMonitorClient.()]- Version: 22(78EA31685F1CABBA2CADAF470A3DD69B)
Fri Jan 28 18:01:06 EST 2011: [Logger.error()]- USBTranslator.openDevice() - Failed: com.apcc.m11.components.MicroLinkPowerSource.protocols.usb.DeviceOpenException: Device ID reference is null
Fri Jan 28 18:01:06 EST 2011: [Logger.error()]- USBTranslator.openDevice() - Failed: com.apcc.m11.components.MicroLinkPowerSource.protocols.usb.DeviceOpenException: Device ID reference is null
Fri Jan 28 18:01:11 EST 2011: [IndependentPowerSource.get()]- get(.3.1.1.1)com.apcc.m11.components.MicroLinkPowerSource.Exceptions.NotInitializedException
Fri Jan 28 18:01:11 EST 2011: [MicroLinkSwitchedOutletGroup.()]- Could not initialise 'theOutletGroup' with: SOG1
Fri Jan 28 18:01:12 EST 2011: [BypassReasonState.processReasonByStatusRegister()]- Duplicate event or Invalid bitmask value for UPSStatus_BF

[Anonymous user]

I ran across that as well, but no luck.

[Anonymous user]

I tried firefox as well as IE. The agent service has a problem starting, so I didn't even bother trying on another pc.

[BillP]

I have tried searching thru Google about this problem and I've chanced upon a person who said that what he did is uninstall JVM and run CCleaner. He then restarted the machine and reinstalled Java and the application that he intent to use.