Management connections dropping out

[BillP]

We have some UPS's using USB connections for management by the PowerChute agent but these will periodically drop out and will require the cable to be physically removed and reinserted for the connection to come back up. The serial connection is solid but almost all of the machines do not have serial ports due to them being from this century.

Is there anything we can do to improve the reliability of the USB connections?

[BillP]

Hi,

Sorry for the inconvenience. What is the model of the UPS and what version of the PowerChute Agent are you running?

[BillP]

Hi Bill,

The device is a Smart-UPS 3000 and the agent/server version is 9.0.3.604. I'm aware that 9.1.1.604 is available but when I select the 'Update' option from the installer, it runs but nothing actually changes.

Thanks

[BillP]

Hi,

The 9.1.1 installer polls the UPS to determine the proper Agent for the specific UPS. When a SUA3000 is discovered the 9.1.1 installer will install Agent version 9.0.3. There is a more up-to-date Agent for the SUA3000 Version 9.0.4. The installer is attached to this Schneider Electric FAQ FA304446

To resolve your issue with the dropped comm I have seen where adding a USB hub in between the UPS and computer has resolved the issue. Another option for those systems that do not have serial port is to use a USB to serial converter or add a serial port card to the system and configure PowerChute for serial comm. 

[BillP]

Thanks Bill, you're playing the part of the "Oracle" very well!

There is one thing I have noticed:

We have a Smart-UPS 3000 RM with firmware 666.6I using agent 9.0.3.604 and a Smart-UPS 3000 with firmware UPS05.0/COM02.1 using agent 9.1.1.3.4. Would it be the firmware making the difference here?

[BillP]

Hi,

On 12/6/2017 6:30 AM, Richard said:

We have a Smart-UPS 3000 RM with firmware 666.6I using agent 9.0.3.604 and a Smart-UPS 3000 with firmware UPS05.0/COM02.1 using agent 9.1.1.3.4. Would it be the firmware making the difference here?

No. The differentiator is the model of Smart-UPS. The Smart-UPS running PCBE 9.0.3 is most likely a SUA3000 and the one running 9.1.1 would be a SMT, SMX, SRT3000. You can tell which model will run 9.0.3 and 9.1.1 by looking at the front of the units. If the unit is black and has LEDs as the indicators then the unit is a SUA. If the unit has LCD panel then it would be a SMT, SMX, or SRT3000.  

[BillP · Accepted solution]

Brilliant, thanks again Bill.