PCBE "Communication Lost on Agent Server"

[Anonymous user]

Hi guys new member here. I just upgraded to two new Smart UPS 1500VAs for my Server and security system computer at my small business. Our power is less than reliable at times and I need to be notified pretty quick if there are any outages over night. Decided I likes the email/paging notification of the Business ed deluxe, I didn't have compatible backups at the time just std 1500VA APCs that were going on 4yrs of age that needed batteries anyways, so I swapped them out.

I installed one of the Smart UPS on to my server this past weekend and connected it with the supplied serial to USB cable, (only had 4 serial ports on the server and all being used at the moment). I installed the software, agent, server, and console. Did my basic shut down setup as well as my notifications. Went to install my other Smart UPS to my security system and the unit was DOA so that is going back as soon as I call to get an RMA #.

Ok so enough background and on to the problem. I first got an email about 6 hours after installing the system "Communication Lost on Agent Server", I logged on to the server from home and opened the console and see "powerchute agent cannot communicate with the UPS"... I follow the instructions to restart the APC service and try again... same thing... restart the service again and refresh and now it works... Hmmm ok glitch all is well now right? well it lasts about another 6-8hours before I get the same message again???

Any ideas?


Also on another note, pretty disappointed about ordering these units direct through APC and one being dead on arrival, not the battery as I was able to swap with the known good unit and that didn't correct the problem... So hopefully I will get an RMA tomorrow for an exchange... what a pain..
and two I pull up the information about the battery through the console and it is already showing me a warning that my battery is getting old??? What the heck? it should be new... says it is 2.11 years old and I should replace before 3 years?? Hmmm doesn't seem right to me???


Thanks for any help you can lend... Not much good to me right now! 🙂

[Anonymous user]

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[BillP · Accepted solution]

hi,

for your USB lost communication issue, i'd take a look at [this thread|Referenced content removed] to start. it goes over some of the basics that you want to check. when you get to the end of the thread, it goes over an issue that APC has been studying/researching but you will want to make sure you rule out all the basics before you assume that you have the same problem as the users at the end of the thread. you can also help out with the template at the end if you check out the items below and verify its not one of those causes or anything else mentioned in the thread i provided.

the basics include: making sure you arent overloading your USB ports power wise, not using a USB hub, checking what you see in device manager when the UPS looses communication via PCBE, making sure that the computer isnt going into standby/hibernate and shutting off the power to the USB ports, braindeading the UPS, etc

in regards to your DOA UPS, i personally apologize for the inconvenience. APC will be able to issue a replacement but the fact that you received units telling you the battery needs to be replaced doesnt make sense to me. this means to me the units themselves were probably manufactured 2.5 years ago..and its rare coming from APC this would happen. sometimes, other retailers do this because units sit around in their stockrooms but generally not APC..

can you provide the first couple digits of the serial numbers? this tells us the age. for instance, JS0832 indicates a unit was manufactured in the 32nd week of 2008 and of course that is when the original battery is placed inside the UPS. i'd like to help investigate further.

thanks!!