PowerChute Business - still no support for secure email

[BillP]

This question was originally posted by David on APC forums on 8/14/2014

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I've been using APC and PowerChute for over 20 years.  Yeah I feel old.  It's now 2014, the age of security, and PowerChute Business Edition v9.1.1 for Windows Servers can only send unencrypted email using port 25.  Unless one has their own mail server which allows this, PBE is unable to send email alerts.  I've allowed PBE to use port 25 on my in-house mail server, but I'm pulling the plug and moving to Office 365, so I will lose email alerts from PBE.

In this day and age, no support for SSL is inexcusable.  APC makes great hardware, but PowerChute has always been behind the times IMO.  This lack of support for SSL and ports other than 25 has been brought up (Google search...) for years.  Is it ever going to be supported?  I manage IT at a small company, but with 4 locations, I don't know when the power is out if my UPS software can't notify me.

Every other device in my network, including some from companies a lot smaller than APC, can work with SSL.  Somebody needs to get off of their butt and fix this.

[BillP]

This reply was originally posted by Angela on APC forums on 8/19/2014

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I just tracked down someone in our PCBE product management team to escalate this (along with a few other comments in a similar thread) and they told me there is a project/effort to start shortly which will address this issue as a priority. I can't comment to why it has taken so long unfortunately but there is no excuse.

[BillP]

This reply was originally posted by David on APC forums on 8/19/2014

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This is great news.  I will definitely be on the lookout for this update.

[BillP]

This reply was originally posted by Angela on APC forums on 8/19/2014

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I don't think I can thank you enough for your infinite patience.

[charredchar_apc]

This was originally posted on APC forums on 9/25/2015

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It has been over a year now from when this was posted, over three years from other topics of the same subject and every single time the answer is the same, "In the next version." I am in the same boat as David where your BUSINESS ORIENTED SOFTWARE is being left behind by the rest of the industry and from the customer view it appears you (APC) are either refusing to do the work to keep up or are just incapable of doing so.

This needs to be addressed imediately, it doesn't take 4 years to program in changable e-mail settings.

It has got to the point where APC's software and their support of it has left such a bad taste in my mouth that not only do I not recommend APC to customers but I am actively recommending against their devices to customers and friends and will be going with a different company's device the next time I personally need a new UPS. And unless this is actively dealt with, without some hacky work around or promises of some unknown version fixing it, my view of your products and support services is tarnished and will not change in the future.

[BillP]

This reply was originally posted by Tommy on APC forums on 9/25/2015

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Hi Sean,

We released PCBE version 9.2 this year and it supports changing the SMTP port and encryption to allow customers to use external email servers such as gmail. See FA249593 for more information. Keep in mind this is only supported on certain Smart UPS models which the kbase outlines.

Thanks,

Tommy

[charredchar_apc]

This was originally posted on APC forums on 9/26/2015

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I am not trying to sound rude about this but my patience has run thin dealing with the excuses and I do not consider it a fix if it only supports "certain Smart UPS models" when there is no reason for the software to have that type of distinction just for the correct email settings. I didn't want to bring an unrelated issue I had up but they are seeming more related every time I have a problem. When I was trying to find the exact Smart Signaling Cable I needed for a UPS and was told, "I don't know." and "Buy a new UPS." Comments like this from Support and software that has options removed for older but perfectly working hardware is exactly the examples of why I made the statement of actively telling customers to avoid APC. There is no reason for this.

As of right now I have this working with an external tool because PCBE allows you to run external programs just fine during certain events but it some how can't allow simple options.

[BillP · Accepted solution]

This reply was originally posted by Bill on APC forums on 9/28/2015

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Sean,

We apologize for your inconvenience. As Tommy noted we included the option you are looking for in PowerChute Business Edition version 9.2 and yes, that version is only compatible with newer Smart-UPS e.g. SMT, SMX, SMC models. For users that have older model Smart-UPS there is the option of purchasing a Network Management Card (NMC) SKU AP9630 or AP9631 that offer the feature you required. I do realize that purchasing the NMC is an extra expense however if E-mail port changing and encryption is a required feature with older Smart-UPS purchasing an NMC is a valid option to extend the useful life of the Smart-UPS. 

As for the issue with the cable, do you have a case number you are willing to share? I will be happy to look into the issue and educate the rep/s you worked with to be sure that your inconvenience does not happen again.

For future reference, with most Smart-UPS SU, SUA, Matrix, Symmetra UPS the proper smart signaling serial cable is SKU 940-0024 or 940-1524 for 15 foot cable.  For a simple signaling cable the SKU is 940-0020.