Connection lost between APCBE agent and UPS (USB Connection)

[Anonymous user]

Hello,

I have many issues with my APC Smart-UPS SRT 2200VA and the software Powerchute BE connected with a USB cable. After installing the software on a virtualized Windows Server 2016 we receive a lot of mails to inform us that the connections between the UPS and the agent are lost and the connection is established again after many second.

After check the log on the web interface and the eventvwr who confirm the disconnection, I increased the time for a time out in the console agent to 50 seconds. It worked during few days but now we have a big disconnection between the UPS and the server around 5 minutes (see screenshoot) and it's very random. I've already check in the eventvwr if the server enter hibernate mode or somethings like that but no... the only error in the eventvwr for the server it's a WSUS who don't synchronize with the catalog... We have tried to reinstall the software on W2008R2 and change the USB cable without result... I have tried uninstalling and reinstalling the drivers, changing USB ports and rebooting the computer but the problem is still here...

So I do not know what to do... Any ideas ? 

Thank's for your help

[BillP]

Hi,

Sorry for the inconvenience. 

On 12/8/2017 10:24 AM, alexandre said:

I have many issues with my APC Smart-UPS SRT 2200VA

What is the exact model and serial number of the Smart-UPS?

On 12/8/2017 10:24 AM, alexandre said:

After installing the software on a virtualized Windows Server 2016

Is the Server 2016 a VM running on a host or is the system the host? If it is a VM running on the host what is the host OS?

Is there a serial port available? If not would you try using a USB to Serial converter or consider purchasing a serial port card for the system?

[Anonymous user]

Hello Thank's for your answer The exact model is Apc model srt2200 xli http://www.apc.com/shop/mk/en/products/APC-Smart-UPS-SRT-2200VA-230V/P-SRT2200XLI for the serial number I asked my customer, I will have the answer soon The Server 2016 is a VM running on a ESXi 6.0 update 1 Yes there is a Serial port according to my client, I ask to my him if he want try with a Serial to USB but we need to order one.. And if we buy this card http://www.apc.com/shop/mk/en/products/UPS-Network-Management-Card-2-with-Environmental-Monitoring/P... you think it's better than USB ? and with this card we can use an Appliance ? Thank's for your help (Sorry for the layout, I don't know why there is no space between my sentences...)

[BillP · Accepted solution]

Hi,

On 12/12/2017 8:31 AM, alexandre said:

Server 2016 is a VM running on a ESXi 6.0 update 1

Not sure how this will react as it has not been tested and not a supported configuration. One Thing that you would need to be sure of is the USB port is dedicated to the Server 2016 VM. That might resolve the comm issue but be aware unless the user writes a script that the PowerChute Agent will run only the Server 2016 VM will be powered down. 

On 12/12/2017 8:31 AM, alexandre said:

AP9631 you think it's better than USB ? and with this card we can use an Appliance ?

 With the AP9631 you can install the PowerChute Network Appliance VM and it would communicate with the host so that all of the VMs and the host are powered down when the UPS switches to battery. PowerChute Business Edition Agent will install on VMware vMA and perform the same duty however at this time only Serial comm is supported. 

In either of the above solution there is no need for the user to write a script since the code is embedded in the PowerChute software.