PowerChute won't recognize UPS XS1500 unit

[rackumj_apc]

This was originally posted on APC forums on 10/30/2011

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Hello

I recently purchased an APC Back-UPS XS 1500g. I hooked up a computer, router, and modem to the battery backup side of the unit (left side). I then installed the PowerChute Personal Edition 3.0.1. (using Windows 7). After installing, I checked for updates and it did not locate any, so I am presumably using the latest version. The software recognized the battery. I clicked the "run self-test" section. The computer, modem, and router all lost power. So the unit failed to power the device. Now, my software does not recognize the power source. I have tried to re-plug-in all plugs to see if there was a loose connection, but there does not appear to be one. I currently have the battery backup plugged into a single-outlet extension cord which is plugged directly into a working outlet. The battery backup unit indicates that it is "on-line" and that the battery is at full strength.

Questions
1. How would I fix the software connection problem?

2. In the event that the software gets fixed, what might have caused the unit to fail to power the attached devices?

Thank you for your help.

[BillP · Accepted solution]

This reply was originally posted by Jonathan on APC forums on 11/1/2011

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Good day Jack,

I would start with trying all the possible USB ports on your computer and also reseating both ends of the USB cable. I would also ask that you perform a brain dead on your BackUPS unit. To do this kindly follow the steps outlined below:

1: Disconnect any attached load.
2: Unplug the UPS from the wall socket.
3: Disconnect the UPS' internal battery.
4: Push and hold the "On" button on the UPS for 5 seconds
5: Reconnect internal battery.
6: Plug UPS in to known good power source.
7: Turn UPS on.