Powerchute Does Not See UPS Unit

[morecomplete_apc]

Powerchute 9.1 installed on Windows Server 2008 R2 does see SU2200 unit attached via serial cable. Same thing on multiple servers attached to multiple UPS units. I've tried multiple smart and simple cables.

During install of powerchute the unit is not detected/cannot be found. After install "communication not established" event id 3005 in the event log.

I thought upgrading to 9.1 would be the right thing to do but so far it's been nothing but trouble as I can't even get it to work.

Any ideas on what would be causing this?

[morecomplete_apc · Accepted solution]

Another question I have is how do I get the software to rediscover or "look again" for the device? Do I have to reinstall again or is there a quicker way.

Thanks in advance for your time.

[BillP]

The first thing we should do for this SU2200 scenario and Windows 2008 server is to confirm what communication cable you have attached between the UPS and the server. Check to see if there is a part number on it or at least the type of it. This UPS only supports serial communication (assuming the model number off the white sticker on the back of it is "SU2200" and it's beige in color). From what you've said, you appear to have a serial cable - which should be serial to serial. The cable would say 940-0024 or 940-1524 engraved on one of the DB-9 connectors.

If none of this sounds right, please confirm the model of the UPS via the white sticker on the back of the UPS.

If it's not the right cable, it won't work. It needs to be the APC communication cable.

I'd say let's confirm that stuff before moving forward.

[morecomplete_apc]

Thanks. It's actually a SUA2200RM2U to be exact. It has a 940 1524D cable. It's going from the built in DB9 port on the UPS to the serial port on the server. Also, I'm having this problem on multiple servers with the same set up.

[BillP]

Ok, the first thing we can try before fiddling with PowerChute is to set something up like hyperterminal or PuTTY and try to communicate to the UPS directly to see if we can do that successfully. It could be just a COM port problem. Then we know the UPS has good communication.

If this does not work, the UPS may need to be reset. SUA model Smart UPS offer USB or serial. If the USB port was touched at any point (such as someone plugged a cable in and decided not to use USB), the serial port functionality is "killed" until a UPS reset (also called a braindead). If we cant talk to the UPS via hyperterminal or putty on any COM port, then I think we'd want to reset the UPS which would involve turning off any attached devices, like the server, disconnecting the serial cable, turning off the UPS, removing AC power (or unplug the UPS from the wall), and then holding down the off button (o) on the front panel until the UPS flashes its LEDs and puts out an audible click.

Do you have the capability to use hyperterminal or PuTTY on this server as I've described? Another help may be to confirm the right COM port in Windows device manager, especially if you have to use PuTTy to save time (where as hyperterminal lists available COM ports on the system). If you can, then we can send a command to the UPS like Shift Key + Y and the UPS should respond with SM>.

Lastly, the problem could also be if something else on the server is trying to utilize the serial port. I bring that up if all servers are using the same image for example and have a program loaded on it. Alternatively, if all of the UPSs had USB connected at some point, they perhaps all need to be reset or braindead-ed.

[BillP]

I forgot to add - the correct port settings for this model of UPS is 2400 baud rate, 8 data bits, 1 stop bit, and no flow control.

Let me know if you need help or how it goes or if you can't do what I suggested.

[morecomplete_apc]

Thank you. I am not physically near the unit at this time but yes this is happening on many servers with the same image. I cannot see the UPS device in device manager. Perhaps I'm not looking in the right place. Where would it typically be?

The braindead idea is a good one but these SUA units worked with powerchute until the new hardware/image came along. To my knowledge the have never had USBs plugged in, always used the serial.

[BillP]

Well, via serial you would not see the UPS in device manager (only USB that occurs). What you would be able to confirm in device manager is what COM ports your server has to help you confirm what COM port is being used for the UPS. I sometimes do that to determine what COM port my USB to serial adapter has been confirmed. This would be helpful if your server reports more than just COM1.

If you have some time tomorrow or Monday, I could help you walk through it if you're interested.

[morecomplete_apc]

Thanks. All the servers have COM1 and COM2. However, they don't show any device attached. Since they only have one serial port, I'm assuming they are using COM1. How can I get powerchute to try and "rediscover" or search for the UPS? For example if I install powerchute while the serial cable is unplugged, and I plug it in afterwards, do I have to reinstall powerchute to see the unit?

Monday afternoon would probably the best time to walk though it. Really appreciate the help.

[BillP]

You can adjust the COM port in the PCBE interface for this version of PowerChute and then log back out and back in (apparently - I had to ask). For older versions, you could change the port and apply it and reset the PCBE Agent service and then you could also uninstall and reinstall too.

[morecomplete_apc]

I'll try to reset the unit using the details provided and report back. Thanks again for the assistance.

[BillP]

You're welcome. Let me know if you want or need to touch base offline.