Lost connection between UPS and PowerChute

[Anonymous user]

Hi. Sorry for my english. Since i bought the sai (2 years ago) I haven't had any problems so far. Some days ago i found my computer off and when a turned on PowerChute said that lost communication with the sai so now i can't schedule the turn off of the pc or to see the battery conditions.

The sai is Back-UPS 700. I've tried other 4 cables and the problem continues. Tried to use other USB ports and even stop APC Data Service and APC UPS Service and run again and nothing... i don't know what else can i do.

Mi system is windows 7 64 bits. 

Thanks for your help.

[BillP]

Hi,

Are the USB drivers loaded? See Schneider Electric FAQ FA310907 "How to verify USB device drivers are loaded in Windows OS"

[Anonymous user]

On 12/13/2017 8:57 PM, Bill said:

Hi,

Are the USB drivers loaded? See Schneider Electric FAQ FA310907 "How to verify USB device drivers are loaded in Windows OS"

Hi, 

The drivers are on it's place, but in Device Manager there's not HID UPS Battery or APC UPS and in Human Interface Devices there's not American Power Conversion USB UPS. I'm sure that before the problem, when the ups worked well, i never saw this items in device manager and ups had connection with powerchute...

[BillP]

Hi,

Try unplugging the USB cable, wait 30 seconds then plug it back into the computer and check to see if HID UPS Battery or APC UPS are available. If not than test the connection with USBDeview. See FAQ FA283181

If USBDeview does not discover the device as being connected than you should contact local support for assistance. http://www.apc.com/it/it/support/contact-us/ 

[Anonymous user · Accepted solution]

Hi. Problem resolved. I bought a new USB cable and now it's works perfect. Is very very strange that it din't work with 4 others usb cables that i had !!

Thanks for your help.