Communication Lost in a Smart UPS 1500 with USB

[Anonymous user]

We have an APC Smart-UPS SC 1500 for a Windows 2003 Server. We are using the USB/Serial converter cable because the server system only have a single serial port working for another application. The Powershute Business Edition connects and works good for a while, but every 2 or 3 days there is a "Communication Lost" alert in the console and we must to restart the APC services to restore the connection with the UPS.

If you know something that can help me to resolve and correct this, I'll appreciate any help. Thank You!

[Anonymous user]

Omerk,

What does the Powerchute event log say before and after you get the Lost Communication message? Could you send me the log entries?

Have you checked the setupapi.log file?

What other USB devices do you have connected to this server? You have only the USB cable connected and no serial connected to the UPS, correct?

[Anonymous user]

I don't know if my case is interesting as well but at 08:27:43 the connection got lost again. I have attached the logfiles to this post.

[Anonymous user]

I tried opening the zip file but couldn't read the logs inside. What format did you save them in?

[Anonymous user]

I couldn't open them either. I thought they had some binary structure. I put them into the zip file as they were stored in directory +\program files\apc\power chute business edition\agent+. If they normally have an ASCII structure I have no clue why they are the way they are. I never changed or touched them.

[Anonymous user]

Same here.

On various Windows 2003 and 2008 servers we see the connection go away if we use a USB cable. No problems with serial cables.
And: no problems with USB cables connected to Linux servers (using NUT) either.

We are also searching for a solution. The problem is definitely caused by the Windows USB subsystem.

Regards,
Toni

[BillP]

Regrettably, we have also had this issue with various APC UPSs
Smart-UPS 750
Smart-UPS 750XL
Smart-UPS 1000
Smart-UPS 1500
Smart-UPS 3000XL

and with both USB and serial connections and using Powerchute 7.0.4 and 7.0.5.

All units are connected to their respective servers via the cable supplied in the box.

In one case, the site stabilised after uninstalling and re-installing the software 2 or 3 times but for the rest it doesn’t seem to matter how many times we go through the process.

The interesting thing to note is that most of the affected servers are running Windows SBS 2003 with some being SP1, some being SP2 and some being R2.

The information we have gathered confirms that re-starting the APC services has no affect but that unplugging the USB cable, either from the UPS or from the computer always re-establishes the connection. I would imagine that the person in this thread who disabled then re-enabled the device in the Device Manager got the same result because it was effectively prompting the system to interrogate the port and see what was there.

We have also concluded that the problem lies with the port sub-system however our experience shows that the serial ports are also affected. It could be that the ports are, for want of a better expression, being put to sleep after a period of apparent inactivity however we would expect that the data being sent to and from the UPS would keep it active. Additionally, we have tried other monitoring software with the APC units and they seem to keep talking. Unfortunately, that software does not yet have all the functionality we require.

APC technical support have been … ineffective, to say the least. They have recommended trying different cables (nothing to show for it) as well as the uninstall/reinstall cycle (worked once – coincidence?). They also suggested upgrading to Version 8 however they forgot to mention that the upgrade wasn’t free (unless you want the single agent version) and my clients are unwilling to pay for something that may or may not fix a problem which shouldn’t be there in the first place.

We have run some tests with two other brands of UPS and other monitoring software with success.

We are reluctantly considering changing vendors.

[BillP]

Further information from a site with the problem.

When communication is lost, the device manager shows an "Unknown Device" in the "USB" section. There is no current draw on the unknown device in the USB Root Hub, Power Tab. There are no Battery devices listed in the device manager.

Unplug and replug the UPS and communication is restored immediately - no other action required.

Device manager shows a "Batteries" category with "APC Battery BackUP" in it. The "Unknown Device" disappears. The USB Root Hub shows the APC Battery BackUP drawing 30mA. Checking the details on the battery device properties we see:
Location 0
On the Driver tab
Provider: American Power Conversion
Date 05/09/01
Version 1.0.0.0
Signer MS WHCP
Details: No driver files are required or have been loaded for this device

The Device details for the Unknown Device and Battery device are tabulated and shown in the attached PDF.

I can't tell if the "Current Power State" is the cause or the effect of the problem but I would guess it has something to do with the issue.


Not sure if this data is helpful to anyone but here's hoping.

Regards

DAS

Message was edited by: dastafford - change file name

[Anonymous user]

Hello Dastafford,

I haven't seen any problems with serial connections to the UPS units. Normally problems with serial connections are caused by port conflicts on the server or you have a Smartslot card in the UPS causing the conflict. If you've seen problems with serial please let me know some of the configuration information from some of these sites and we can look at some of the reasons for the problem.

In regards to the USB lost comm, ou can see from some of the previous threads there's some information that would be helpful in trying to resolve this problem.

A copy of the event log.
The exact model and serial number of the UPS.
Any other accessory cards being used in the SmartSlot of the UPS, if applicable.
How is the UPS connected? Direct? Through a USB hub?
How do you reestablish comm? Disconnect reconnect or some other way?
Is the UPS in any other state other than online? Replace battery? Low battery? Avr trim/boost? Overload?

[BillP]

Thanks for your response, KVM

It is possible that it was a coincidence that the unit using the serial connection was also losing connection. That was the only older unit and all the others were brand new. Unfortunately, most computers, including servers, come with only 1 serial connection, at best, and when one has to monitor a PABX or a Security System which ONLY has a serial connection, that's what gets plugged into the com port.

While we can always add a serial card, it shouldn't be necessary. It's treating the symptom rather than the disease.

I have provided all the information you mentioned to APC technical support on several occasions over the last 12 months.
The log files tell us little but you are welcome to them if you want them. Basically we get things like:
25/10/08 17:53:12 Communication Not Established
25/10/08 17:53:12 Monitoring Started
25/10/08 17:53:04 Monitoring Stopped
25/10/08 00:01:34 Communication Not Established
25/10/08 00:01:34 Monitoring Started

The UPSs are all new and are various models as mentioned above.
Smart-UPS 750
Smart-UPS 750XL
Smart-UPS 1000
Smart-UPS 1500
Smart-UPS 3000XL

Is the serial number significant?
The UPSs all connect directly to the USB port - there are no external hubs involved, no extension cables - just what came with the unit.
Connection can be reestablished by unplugging and re-plugging the UPS.
The loss of communication does not appear to be triggered by a state change. There is no correlation between the loss of communication and any other event.

Regards

DAS

[BillP]

I'd like to register that I have the same issue.

We have 15+ SUA1000s and a few SUA3000RMs ALL exhibiting the same issue on and off.
Servers are all Dell PEs - 800s 830s 840s, 2800s all running W2K3 SP1 R2 x64 or x86.
All are connected via USB with no serial convertor.

In the past I have tried doing a full powercycle, ie fully shutting down the UPS and starting up from scratch. Sometimes it comes back in a few days, weeks, hours, sometimes it doesn't.

I also have told the server not to turn off its USB hubs to preserve power. This seemed to work initially, but I still have some servers which exhibit the issue despite this change.

We would really like to solve this.

[Anonymous user]

I've got the same problem with a smart-ups 1500 and windows xp64. UPS is plugged directly into the one of the onboard USB ports (I've tried them all). My other USB devices never have any problems.

[Anonymous user]

I've switched it over this morning, will lets you know in the next few days. Cheers!

[Anonymous user]

We have the same problem with a new SmartUPS SC-1500 running on Windows Server 2003 SP2.
We recently added a new server and had been using a SamrtUPS-1500 (with a direct USB-USB cable) without any issues for about 18months. The new SC-1500 comes with a Serial->USB cable (as the UPS does not have a USB connection) and is connected directly to the server USB. After 18months of never seeing a communication lost message I now see it randomly 2 or 3 times a day. Restarting the APC_Agent service seems to be enough to restart the communication to the server again but this is not especially useful when communication drops in the middle of the night and I'm not awake to restart it!
We currently monitor and set policies for 3 different UPS's using Powerchute Business Basic 7.05 Server/Console - The downloadable V8 is listed as "1 Node", does this mean that we couldn't monitor the 3 as we do now? Has the V8 Agent fixed the communication issue for anyone else?

Event Log Entry:
Event Type: Error
Event Source: APCPBEAgent
Event Category: None
Event ID: 3000
Date: 06/11/2008
Time: 22:46:51
User: N/A
Computer: CDLSERVER1
Description:
"Lost Communication With UPS"

Event Type: Information
Event Source: APCPBEAgent
Event Category: None
Event ID: 1002
Date: 06/11/2008
Time: 22:46:57
User: N/A
Computer: CDLSERVER1
Description:
"Communications Established"

The communication is now re-established but the PowerChute Server/Console does not accept any data from the Agent until the Agent Service is restarted.


PS. The rackmount supports supplied with the SC-1500 don't fit our standard HP rack, great.

Message was edited by: blackisle

[BillP]

Could everyone experiencing this problem please perform the following test.

1. Open the computer's Device Manager
(Right Click "My Computer", select properties, select hardware tab, click on Device Manager)

2. Scroll down to Universal Serial Bus controllers and expand the item
(click the +)

3. For each USB Root Hub
Double click to open properties and go to the "Power" tab.
If the APC device is not present, click cancel and go to the next USB Root Hub.

When you find the USB Root hub that hosts the APC device, click the "Power Management" tab
Is the option for "allow the computer to turn off this device to save power" selected?
If so, deselect it (as a test).

Report back here. If anyone experiencing the problem finds that the option wasn't selected, then this isn't the solution. On the other hand, if everyone sees this option selected and turns it off, if the problem stops happening everywhere we'll know that this is it.

Fingers crossed

DAS

Message was edited by: dastafford - typo

Message was edited by: dastafford -another typo

[Anonymous user]

Hi, I can confirm the "allow the computer to turn off this device to save power" was ticked on my pc. I've unticked it now and will let you know in a few weeks if all is well.

[Anonymous user]

sorry to say, it hasn't helped. Communcation lost at 1815.

[Anonymous user]

The same, dropped communication after 23 hours

[BillP]

Hello winna

Not to be taken personally, of course ...

is not an official APC response and the information you were provided is neither legitimate or accurate.

Ok. So where is the "official APC response"? I would have hoped that, APC would have contacted me to let me know what's going on. The issue that I opened 12 months ago (SR#C1-551495344 PCBE comm lost to an agent) is hopefully logged in a centralised database accessible to all APC tech support. One would expect that those who opened issues relating to the same problem would have received the "official response" - if there is one.

From talking with others, it appears that everyone who has raised this issue with APC has gone through the same unproductive and time-wasting procedure trying to determine the cause of the fault but with no success. Exactly how many times does one have to replace a cable before one realises that the cable isn't at fault?

As I mentioned to the APC tech person who was dealing with the issue for me, as we wasted many hours on the telephone, if you send me the modified version of the software (which needs to generate some useful log entries, not the abbreviated "it's working/it's not working" rubbish that currently comes out) I will install it so we can generate the logs and get to the bottom of it. What difference does it make whether it happens at a client site or on a test bench at APC? No, you can't have my client's server - they need it!

Until this investigation is complete (and it has an extremely high priority within APC)

Given that this issue has been around for well in excess of 12 months, the evidence would suggest that this issue doesn't have the "extremely high priority within APC" that you claim. How long does it take to resolve the issues that are merely "high priority" if this is how APC deals with "extremely high priority"?

and the issues raised on the forums and to technical support are escalated when necessary to the engineering staff

So has this one been escalated? What are they doing about it? Quite frankly, I would have thought that the FIRST thing any self-respecting development team, trying to get the bottom of a problem like this, would do is to take the software involved, add the necessary profiling and logging options and then put it onto known problem systems. You need to know exactly what is causing the problem and watching it happen in your test lab doesn't actually provide any extra information.

Obviously, APC's reputation is being tarnished in the eyes of the users affected by this issue and the voices of discontent are growing louder. I'd be concerned if it were my company.

[BillP]

Pity 😞

Obviously I had hoped that it might be something easy like that.

We've managed to get most clients using a com port now rather than USB and are having no issues with them There is ONE client who is still using a USB connection and they don't seem to be having a problem however I've just checked and they're on version 7.0.2

Anyone with the problem feel like downgrading to that version and see if the problem still exists?

Yes, I know it sounds like grabbing at straws but we have to try something since we're getting sod-all help from APC.

Regards

DAS

[BillP]

I had a very long and very interesting phonecall with an APC technician a few days ago. One of the issues I raised was this.

Here's an official response for you.

APC are aware of a serious issue affecting communication between several Smart UPS models and hosts using the USB interface, specifically a loss of communication without obvious cause, for which the solution is to disconnect and reconnect the comms cable.
There are currently several teams working on this issue from various angles. They are looking at potential issues with USB 2.0 controllers on hosts, issues with the host's OS, issues with the cable and finally issues with the USB1.1 controller chip on the Smart UPS.
Changes are being made and modified equipment is being sent out as a BETA to some very large users of APC equipment.

The opinion of the technician I spoke to was that this is an issue with the UPS's USB 1.1 controller chip. So hold your breath we might all be in for a big swap if you're in warranty...


APC's official TEMPORARY SOLUTION to this issue is to scrap USB and use serial. If you don't have a USB port on your computer, contact APC as they are apparently happy to provide a USB - Serial cable free of charge to customers experiencing this issue.

***

I'm in the process of switching all our UPS comms to serial and hoping for replacement of many of them in the near future!


//Rob

[BillP]

may i ask who you spoke to or if you have an APC case number?

[BillP]

APC will never be used by or recommended by me again.

I have this thread on subscription so I keep watching all these people coming in and posting about no joy from APC.

[BillP]

I would rather not disclose such details. I am unaware of how much of the information above is intended for public disclosure, and as such at this time I feel it wise to keep identities private.

Rest assured the information I have given is legitimate and I trust it will help inform all those with similar issues who appear to have reached a dead end on this forum.

[BillP]

I apologize but unfortunately I can assure that this is not an official APC response and the information you were provided is neither legitimate or accurate.

Currently APC is investigating an issue with SC and SUA systems that demonstrate the issue described, these UPS’s use different hardware and firmware but exhibit the same symptoms. Therefore, while not completely discounting a hardware issue with the USB controller on the UPS’s it is currently thought unlikely.

APC has been working with several customers in an attempt to replicate the issue in house, hardware returned from these customers (including both the UPS's and attached servers) until recently had not demonstrated the issue in the APC test labs. We did however experience one occurrence and the traffic and system state when it occurred was captured and is being analyzed in APC R&D laboratory. Until this investigation is complete (and it has an extremely high priority within APC) speculation on the cause is just that, unfortunately at this stage of the investigation APC is in no position to provided beta hardware or firmware to any customer as a solution to this issue.

APC apologizes if the solution appears to be slow in arriving, I assure you APC takes technical issues of this nature very seriously and the issues raised on the forums and to technical support are escalated when necessary to the engineering staff, they are in no way ignored. The reliability of APC products and the satisfaction of our customers is always of paramount importance to APC.

[Anonymous user]

I would like to register the fact that I heve several clients with apc sua750i units exhibiting this very same problem. I would appreciate a resolution from APC sooner rather than later.

[Anonymous user]

Hi

Put me down for numerous (USB only) occurrences of this error on SUA750XL and SUA1000XL units. Can confirm my clients have been experiencing this for at least 18 months now. Contact APC support once, was told to download new USB drivers which did not solve the problem.

Looking for alternative UPS vendors now after coming across this thread.

Cheers
O

[Anonymous user]

Might or might not be relevant but most of my client servers are Dell boxes (SC14xx, SC4xx, 2950) but there's only 1 IBM unit - x3400. To my recollection this IBM unit has never had a UPS lost communications problem with the UPS (SUA750XLi). There is also a Intel based white box server with a SUA750XLi connected via USB. I cannot remember ever an issue on this server, however there have been some regular power events at that particular site that have forced the server/UPS into shutdown.

Typically all are in SMB environments so very plain vanilla - no interface expanders etc. Other than that happy to provided any generic info you want about the servers and/or UPS systems.

[Anonymous user]

we are also experiencing this same problem on all of our UPS and half are hooked up with serial and the other USB so switching most likely will not solve this problem

[Anonymous user]

We have this happening off and on With about 20 of our deployed devices. We use:

Smart UPS 750
USB Communication
Direct into PC

Other USB peripherals DO exist: (different devices on different hardware)

Laser Printer
HID Barcode Scanners
Mouse
Keyboard

We connect to IBM SurePOS 500 and Lenovo Thinkcentres...will be monitoring this thread to see the high-priority response from APC

Edit:

We resolve the issue by reseating the USB cable. Our systems reboot every night and the comm issue usually occurs after reboots

Message was edited by: defjab

[Anonymous user]

I too, am have the same issure with 10 SUA1500 units connected via USB to Dell PowerEdge 2950 servers running Windws Server 2003 R2 x64. I have talked to APC support on the phone and they offer no help except to use a serial port or a network management card. I have opened a trouble ticket with them to see if I can get a refund on my units so I can purchase a different brand without any issues

Ken

[BillP]

hi all,

just as an FYI, i am going to post something tomorrow as far as some data we are looking to gather. we may be on to something so we'd like to compare the data that we have found to those of you who are also seeing the issue out in the field. i know its frustrating so i am hoping that tomorrow you can all check back and fill out the template i am going to request so we can hopefully proceed to find a solution.

thanks and i personally as well as APC appreciates all the cooperation and comments.

[BillP]

hi everyone,

i am hoping to gather some information from each of you posting here on the USB lost communication issue. i have put a little template together so that you can post back with it so we can analyze the information since we are steadily making progress. if you can fill out the template, it will be easier for APC engineering to read. thank you very much!

* Model of server/computer:
* Operating System:
* Powerchute Software version:
* Model/Serial number of UPS exhibiting the issue:
* Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N):
* Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N):
* How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc):

Screenshots requested:

In device manager, go to Batteries. Expand that category. If nothing is listed, reseat the USB communication cable and recheck. Highlight the UPS device that should be listed, right click on it and go to Properties->Driver->Driver details. Please provide either a screenshot of this driver details box, or all of the details listed there.

Still within device manager, go to Human Interface Device and do the same things. Expand the category. There should be an entry under there for the UPS. If it is not there, you may need to reseat the USB communication cable again. Right click on it and go to Properties->Driver->Driver details. Please provide either a screenshot of this driver details box, or all of the details listed there.

Please let me know if you have any other questions or comments. Thank you!!!

[Anonymous user]

Model of server/computer: Dell PowerEdge 2950 (x10)
Operating System: Windows Server 2003 R2 Standard x64 (x10)
Powerchute Software version: 7.0.5 (x10)
Model/Serial number of UPS exhibiting the issue: SUA1500 (x10)
Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N): Y
Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N): Y
How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc): typical

When I navigate to Device Manager\Batteries\APC Battery BackUP\Driver\Driver Details I get a message box stating:
"No driver files are required of have been loaded for this device"
See Batteries.jpg attachment

See HumanInterfaceDevices.jpg attachment for Device Manager\Human Interface Devices\Americain Power Conversion USB UPS\Driver\Driver Details.

Let me know if there is any other info that would help. I am now looking at other venders because I cannot have servers unable to safely shutdown in extended power failures.

Ken

UPDATE: Here is firmware revision of my UPS's units too: 653.18.D
Message was edited by: kdunlop

Message was edited by: kdunlop

[Anonymous user]

* Model of server/computer: msi p35 neo2 motherboard, intel q6600 cpu
* Operating System: windows xp64
* Powerchute Software version: 7.0.5
* Model/Serial number of UPS exhibiting the issue: Smart-UPS1500 AS0806220325
* Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N): Yes
* Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N): Yes
* How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc): probably custom

[BillP]

I thought I'd wade in here to keep this topic current. We have had the same exact problem with our Smart UPS 750's and 1500's. We lost communication with them every few days and have to unplug and replug the USB cable to re-establish communications.

I am quite frustrated that APC has so many customers that have the same issue, yet won't fix it. It's almost like they want us to go to another branded UPS.

Question, has anyone tried to put a USB 1.1 hub in between the UPS and the server, in theory this should work.

[BillP]

I had the same idea and I have already tried using an USB 1.1 hub between my HP Proliant DL385 Server and my APC SmartUPS 1000 RMI2U, but that has not helped. But this could be due to a HP USB capabilities recognition problem and not really APC. I will try to explain my thoughts about it:

Read this article to understand OHCI and EHCI: [Wikipedia USB Host Controller Interfaces|http://en.wikipedia.org/wiki/Host_controller_interface ] and read my previous postings about using the device manager to see where your device is connected to.
In short OHCI = USB 1.1 and EHCI = USB 2.0

My USV was always assigned to EHCI when my Proliant server was set in BIOS capabilities to USB 2.0 (communication not working) and to OHCI when set to USB 1.1 (communication working). For testing I used a new FSC Celsius M460 workstation (Windows Server 2003 SP2 installed for this test) and connected the USV to it. Interestingly it was assigned to OHCI and worked fine. When I connected my USB-stick to the SAME USB port on that workstation it was assigned to EHCI !! I checked BIOS on the M460 and found the setting "USB 1.1 and 2.0". So there seems to be a dynamic assigning of USB host controller interfaces on this workstation.

When I have used the USB 1.1 hub while the BIOS was set to "USB 2.0" on my HP Proliant server it still as assigned to EHCI !?!? So I think that the HP machine does not distinguish between USB 2.0 and 1.1 devices, but just assigns every USB device (1.1 and 2.0) to OHCI or EHCI according to the BIOS setting. I wonder why the setting is named "USB 2.0" and not "USB 1.1 and 2.0" like in many other BIOSes...

I contacted HP already, however I have not got an answet yet about their USB behaviour.

[BillP]

I was contacted by the local APC support who reported that they have not solved the issue but have found an acceptable workaround.

So far I have only had time to update 2 ups/server combinations (out of 10) but neither has has a "communication lost" error since installation so I am hopeful that this may resolve the symptom, at least.

If you have registered your issue with APC, I imagine (read: really, really, hope) APC will be contacting you soon but you could always contact your local support team and ask for the solution. If you haven't registered an issue, now is probably the time.

I will keep monitoring this thread and will let you know if there is anything else to report.

[Anonymous user]

I work in the Tech Support Department of large corporation and have dozens of servers across the US affected by this problem . We've attempted every corrective action that has been discuused in this forum and none have worked for any significant period of time.

Here are the answers you requested:

- Model of server/computer: Dell Power Edge 2800s and 2900s

- Operating System: Windows Server 2003 SP1

- Powerchute Software version: 7.0.5

- Model/Serial number of UPS exhibiting the issue:At least 160-200 devices involved - one serial number is AS0630130191. It is representative of the other units as most were purchased during the same period.

- Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N): Y

- Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N): Y

- How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc): Typical install via remote access. All units were loaded in the same manner.

I'll continue to monitor this forum for any changes. Thanks,E

[Anonymous user]

We are using about 20 Smart UPS'es (1400 and 1500), almost all with USB connections.

We are seeing troubles with one or two of them, on both Windows (Powerchute 7.0.5) and Linux (Network UPS Tools).
The problem has been tracked down here to the UPS, not the server or operating system.

I'm waiting for a response from APC.

[Anonymous user]

* Model of server/computer:
Already Posted - IBM Surepos 500 and Lenovo Thinkcenter T
* Operating System:
Win XP
* Powerchute Software version:
7.0.5.108
* Model/Serial number of UPS exhibiting the issue:
Smart UPS 750 (we have several)
* Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N):
Y
* Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N):
Y
* How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc):
Copied the business PC exe to local machine and executed

[BillP]

*** VERY IMPORTANT ***

We bought and installed a Smart-UPS SUA750I at December 12, 2008. Almost immediately we found problems with the USB communication. The purpose with the UPS was to protect a computer used in a critical security system. What we now got is a security system that creates false alarms one or several times per 24 hours because of the UPS (see enclosed screen dumps). If the USB cable is disconnected and connected again the USB communication restarts.

After discovering the problem we found that this critical problems was well known since long time ago but no solution has been presented by APC. One of the purpose with an UPS is to guarantee a safe power down of the computer but it is obvious that the power down require the USB communication is working properly.

Please confirm that you identified the importance of this problem and the status and action plans for the solution.

[Anonymous user]

Hi there,

We are using an APC Smart-UPS 3000 and are experiencing very similar problems to those reported here.

It seems to me that our comms problem started around the middle of November 2008...

I have attached the logs. We are using a serial connection not USB.

Regards,

Peter.

[Anonymous user]

Model of server/computer: HP Proliant DL380 G5
Operating System: Windows Server 2003 5.2
Powerchute Software version: 7.05 - Agent Version 7.05.108
Model/Serial number of UPS exhibiting the issue: Smart-UPS SC1500 - sn:5S0828T60366 - FM:738.3.1
Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N): Yes - Supplied Serial-USB Cable
Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N): Yes
How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc): Typical

No other USB devices connected.

Work-around: Restart APC PBE Agent Service every time communication is lost (anything from every 4hrs to 30hrs)
Solutions Tried: Disabled Power Save feature on USB controller. Connected to all USB controllers in turn to test.

Message was edited by: blackisle

[BillP]

Hi, Have been having exact same issue with same O/S, Tried your driver update and all good now.
Thanks a Bunch, saved me a lot of time uninstalling etc.
Before I Started uninstalling and Reinstalling I checked the forums and found your post.
Thank You.

[BillP]

Hello all.

I don't believe warranty evasion is what APC is aiming for. After all, it would kill (further) its reputation in the marketplace since the outcry would be loud and IT Managers have long memories. It would be commercial suicide.

We are now well into our second year of this issue and despite the assurances of various APC people in recent months, there is still no progress. I have previously suggested that APC try to get some data from field units if they can't re-create the problem in the lab and I would expect that all those who have registered their complaint here would be agreeable to having an APC engineer come on site and inspect their unit - or even install software to log exactly what happens. I don't quite understand why APC hasn't done this yet.

We have another client who is having this problem.
OS: MS SBS 2003 SP2
PCBE: 7.0.5 build 108
UPS: Smart-UPS 1500
SN: AS0727123079
ONLY a USB Connection - confirmed.
PCBE installed for this UPS only - confirmed
How installed:
1. Insert CD
2. Install agent, server and console in that order, following the prompts and accepting defaults. The exact same way we have done for dozens of other units.

The connection had failed when I logged into the server today. Out of curiosity I checked the device manager and all appeared normal. Even the USB Root Hub to which the UPS is connected was showing the "APC Battery BackUP" as an attached device, drawing 30mA, even though PCBE was reporting that communication with the device had been lost.

For the fun of it, rather than twist my shoulder trying to remove the USB cable from the back of the server, I disabled the USB Root Hub, waited a few moments and the re-enabled it. A balloon appeared in the system tray which said:
"USB Device Not recognised
One of the USB devices attached to this computer has malfunctioned, and Windows does not recognise it. For assistance in solving this problem, click this message."

Interestingly, the USB Root Hub was still displayed in the device manager but the attached device showed up as "unknown" while at the same time an additional item was displayed just above the list of USB Root Hubs with the description "Unknown Device"

Once again, unplugging the USB cable (with the associated twist of the shoulder) and re-inserting it corrected the problem.

I'm not entirely convinced that the information requested by APC will shed any light on the issue but obviously I'm prepared to provide those details if it will help. At the same time, my clients and I need to be confident that some progress is being made and that a solution is going to be available. So far, there has been little feedback from APC in this regard from which it is not hard to infer that we shouldn't hold our breath.

It seems that the UPS unit isn't the only APC entitiy that has trouble communicating.

[Anonymous user]

Model of server/computer: custom Intel X38 mb based
Operating System: Windows Server 2003 5.2
Powerchute Software version: 7.0.5.108
Model/Serial number of UPS exhibiting the issue: SUA1000XL AS0734320604
Please confirm you are ONLY using USB and NO serial communications on the UPS (Y/N): Y
Did you install the software with the same UPS connected? (versus using a different UPS to set up the software) (Y/N): Y
How did exactly you install this? (typical install, custom install, silent install, copied image from different machine, etc): typical

Bought 2 units one year ago. The first to fail was on a XP fileserver. Braindead procedure/switch USB no help. Unit replaced 10/08 and new unit functional so far.

The second (one year old) unit on Windows Server 2003 has been loosing communications for 6 weeks. "Unknown device" in device manager. Removing device in device manager and redetecting does not work. Restarting agent does not work. Unticking "allow power saving" on hub does not help. Moving to new USB port temporarily fixes problem. Same symptoms as first unit before it permenantly lost communication.

0 for 2 so far, not very good. Looks more like a hardware problem to me. Unfortunately, my second unit is probably out of warranty now, so I appear to be stuck with it.

[BillP]

if it's good enough for Seagate to openly admit a problem and fix it - it's got to be good enough for APC. 🙂

Message was edited by: power

[BillP]

What i want to know as does everyone else here i would assume is this, is APC going to do anything about this? As far as I'm concerned now APC's name is mud, this issue is obviously ongoing and for all intents and purposes i feel abandoned by them, i have two servers hooked up a a UPS that could at any time decide to not talk to the server, that's a defective product - next week i'm ringing my supplier to get an exchange for something that works i think.

[Anonymous user]

It wouldn't be so bad if they had a process I could run to force a reregister. But I have these in remote locations and I can't fly out to Washington to reseat a USB cable. And the on-site staff....

[Anonymous user]

Our 1500s (2 of them) have been working fine for years, in the past few weeks they stopped communicating -- I cannot even reconnect them to the software. I have tried a bunch of different things, including updating software, updating agent, complete uninstall/reinstall of everything APC Powershute related, and still the software won't communicate with my UPS.

Did a software update or a java update break this somehow?? I can't understand how something that's worked fine for years suddenly breaks when no one touched anything.