PCBE 8.0.1 logs not getting updated

BillP · ‎2021-06-30

Installed 8.0.1.609, but can't get logs to work. Both Event and Data logs are empty (yes, both enabled). Not sure where event log is written; data log is data.dat in C:\Program Files\APC\PowerChute Business Edition\agent? Real-time monitoring (System Status page) of Smart-UPS 1000 seems to be working correctly, but nothing gets written to data.dat after is created.

BillP · ‎2021-06-30

Installed 8.0.1.609, but can't get logs to work. Both Event and Data logs are empty (yes, both enabled). Not sure where event log is written; data log is data.dat in C:\Program Files\APC\PowerChute Business Edition\agent? Real-time monitoring (System Status page) of Smart-UPS 1000 seems to be working correctly, but nothing gets written to data.dat after is created.

See Answer In Context

Techie_apc · ‎2021-06-30

Saul,

I will need to investigate this issue..

Do you see empty page in the PCBE web interface-->Events & Data logs?

Techie_apc · ‎2021-06-30

Hi Saul,

I would like go gather some more details from you..to provide you assistance. Are you able to access the PCBE agent web interface without any issue? Are you using a serial or USB connection? Did the PCBE detect the UPS automatically while installing it on your Computer? If possible, can you post the screen shot of the PCBE web interface?

BillP · ‎2021-06-30

I would like go gather some more details from you..to provide you assistance. Are you able to access the PCBE agent web interface without any issue? Are you using a serial or USB connection? Did the PCBE detect the UPS automatically while installing it on your Computer? If possible, can you post the screen shot of the PCBE web interface?

Thanks. Yes, no problem accessing web interface. Serial (Smart-UPS 1000). Yes detected on COM1. Yes, here's the System Status page.

- Saul

P.S. I also get failure of service to start at boot. Start manually and is fine. Also started correctly on reboot after AVG update.

Techie_apc · ‎2021-06-30

Have you tried different browser to see if that makes difference?

Browser Support: PowerChute Business Edition Agent supports the following browsers; Internet Explorer 7, Internet Explorer 8 and Firefox 3.

JRE Compatibility: PowerChute Business Edition has been tested with JRE 1.5_22

Techie_apc · ‎2021-06-30

It looks like the some portions of PCBE software might have been corrupted. If possible, could you please download the PCBE software from APC site and then re-install it to see if it helps?

If this does not work, then I recommend you to try deleting the log files manually and see if the software regenerates them.

BillP · ‎2021-06-30

Not exactly empty. Data log page has "No Data Logged"; Event log page has "No Events Logged". The latter more odd since I do see events in the system Application log, e.g. "AVR Boost Active", "AVR Boost No Longer Active".

BillP · ‎2021-06-30

Uninstalled, re-downloaded, reinstalled. Same result. Stop the service, delete data.dat, restart service, get a new data.dat, but still not being updated.

Techie_apc · ‎2021-06-30

Some more questions...

What is the Operating System of the Server which is running the PCBE agent?
What is the exact model and serial number of the UPS? You can find these details on a white bar code sticker at the rear of the unit.
What is the region setting for the OS?

looking forward to hear from you.

BillP · ‎2021-06-30

Windows XP SP3
SU1000NET, WS9840009628
United States

From the UPS Information Parameters page:

UPS Model SMART-UPS 1000
Firmware Revision 60.11.D
Manufacture Date September 30, 1998
Serial Number WS9840009628
Battery Replacement Date 02 2008
UPS Identification UPS_IDEN

BillP · ‎2021-06-30

Welcome. Thank you. OK, much appreciated.
Likewise.

Techie_apc · ‎2021-06-30

Saul,

Was the installation of PCBE 8.0.1 an upgrade from an earlier version or a clean install? If it was an upgrade what version were you running previously?

Could you please upload the DataLog file the EventLog file and the M11.cfg file that are stored in the Agent folder?

BillP · ‎2021-06-30

Is data.dat not the DataLog? Going to try your suggestion, but why install 7.0.5 and not 8.0.1?

BillP · ‎2021-06-30

Went ahead and tried 7.0.5. No better than 8.0.1. No Event log,. no Data log. sigh

BillP · ‎2021-06-30

Welcome and appreciate your perseverance.

Laptop doesn't have a serial port, so not easily. In reference to "something ... is blocking them", I'll try to install tonight with most of my security software disabled. Will report back if have success with that.

Techie_apc · ‎2021-06-30

thanks Saul for trying the PCBE version 7.0.5.

we are looking into a way to debug the installation for you. my suspicious is that there must be something blocking the creation of the the DataLog and EventLog. those 2 files should be created during the installation process and something on your system is blocking them.

If possible, can you install the pcbe software on another computer to see if it makes difference?

BillP · ‎2021-06-30

I shutdown all extraneous software except AVG. Installed 8.0.1. DataLog and EventLog were created. Both got updated after installation and so far twice since booting this morning. Still problem that the service doesn't start automatically.

My guess is PCBE and WinPatrol may not get along very well, though could be one of the other applications I shutdown, if those less intrusive (e.g Secunia PSI).

Techie_apc · ‎2021-06-30

As we suspected, the root cause of the problem might be the programs which you are suspecting. unfortunately, we will not be to make a change in the pcbe to resolve this issue.

BillP · ‎2021-06-30

OK. I'll report the problem to WinPatrol.

BillP · ‎2021-06-30

WinPatrol says isn't them and that they use PowerChute. Mystery continues. Having to start the PCBE service every morning is getting tiresome, but could be worse (can always be worse).

BillP · ‎2021-06-30

Yes, it's set to Automatic. Three entries from Application Event log:

Error: 0, Time out 90 seconds. Service start operation canceled.
Monitoring Stopped
Error: 6, SetServiceStatus

I had to reboot yesterday for a software update. Then it started automatically, so seems to be a timing issue of some sort on cold boot.

BillP · ‎2021-06-30

Will consider the script option, thanks, though with 'real' work to get done may not be soon.

Anonymous user · ‎2021-06-30

Saul, I want you to know you are not alone with this problem. I have been experiencing the same error for a long time; error loading the service on startup, and after manually starting the service, the data log not being updated (however the events log does get updated).

This past weekend, I recreated the server from scratch. Reformatted the hard drive and reinstalled the OS (Windows Server 2003).

A fresh install of PCBE results in the same issue I saw before. My UPS is a SU1000 with a USB connection. On a second server with the same OS but a serial connection to a SU1000, everything works fine.

Rather frustrating, really.

Anonymous user · ‎2021-06-30

PCBE 9 is out now - you could try that.

Anonymous user · ‎2021-06-30

Tried version 9 by installing as upgrade from v8. Still same problem.

Tried uninstalling, restart in safe mode, reinstall, restart normally. Timeout error trying to load the APC service. Able to load manually, but data log file is still not being updated.

BillP · ‎2021-06-30

Installed 8.0.1.609, but can't get logs to work. Both Event and Data logs are empty (yes, both enabled). Not sure where event log is written; data log is data.dat in C:\Program Files\APC\PowerChute Business Edition\agent? Real-time monitoring (System Status page) of Smart-UPS 1000 seems to be working correctly, but nothing gets written to data.dat after is created.