Rack Mount SmartUPS 1500 LCD - Not detected by Powerchute software

[Anonymous user]

Hello,

Hopefully someone may be be able to help me solve an issue with a new Rack Mount SmartUPS 1500 LCD. When the UPS was first installed and the Powerchute Business Edition was installed on the Windows 2008 Server the UPS was detected correctly. But, shortly after this communciation was lost. The steps I have done so far are:

1) Unplugged/plugged in serial cable. No connection showing in APC Software.
2) Troubleshooted COM1 port, changed bps to 2400 as recommended by PC. No connection showing in APC Software.
3) Ran driver update for UPS in device manager, drivers up to date.
4) Removed UPS from APC device config tool, added UPS to APC device config tool. No connection showing in APC Software.
5) Swapped Serial cable for a USB cable.
6) No connection showing in APC Software.
7) Removed UPS from APC device config tool, added UPS to APC device config tool. No connection showing in APC Software.
8) Stopped and restarted APC services.
9) No connection showing in APC Software.
10) Uninstalled all APC software. Reeboted Server
11) Ran APC Agent install - UPS not detected on COM1 Port

The server OS is a Windows Server 2008 R2 Standard.
The server has 1 COM Port
I am using the serial/ to RJ45 cable supplied with the UPS.
UPS is present within Device Manager.

Further advice would be gratefully received.

[Anonymous user]

I know I am late to reply but I want to say I pursued this through APC Telephone support and they sent me out a replacement UPS. I am fitting the UPS tomorrow.

[BillP · Accepted solution]

when you get some down time, can you try to braindead this UPS? to do that, you do need to power down the attached load and then turn off the UPS itself. disconnect any communication cables. remove the UPS from AC power/wall outlet and then go ahead and disconnect the battery for 8-10 seconds to reset the UPS. then reconnect the battery and hook everything back up.

also, i am not sure why whoever requested the baud rate be set to 2400 for this UPS since it sounds like an SMT1500 or SMX1500 of some type - can you confirm the exact UPS model number from the white sticker on the back of the UPS?

you mentioned trying USB. can you describe the cable between the server and UPS? does it have a part number? is this when you saw the entry in device manager?

lastly, what is the brand of the hardware on the server if you don't mind sharing?