SUA750I 'lost communication' emails

[Anonymous user]

We have an SUA750I. Which is protecting a Single Server and is connected via USB rather than serial.

We recently changed the Server. New Server, with Server 2012 R2 installed. Downloaded and installed the latest Powerchute software from the website. Now 3-4 times a day, Powerchute on the Server is emailing 'Communication Lost on Agent SERVER' status emails.

Upon logging on to the server and checking the logs, communication seems to be re-establishing instantly after the loss of communication. No manual intervention required.

This never happened on the old Server and we are using the exact same cable. Also tried a separate USB cable as a test and same thing.

I have read shutting down UPS and switching back on can fix, and also shutting server down and leaving off for a while can fix this - tried both no joy.

Also disabled the firewall on the Server as a test and no difference.

Any one had this before or offer any suggestions or troubleshooting steps??

Can't find the original Serial cable.

Steve

[BillP · Accepted solution]

Hi,

Troubleshooting USB lost comm is difficult. You could use a USB analyzer like USBlyzer

Other option, purchase serial cable from APC.com SKU 940-0024 and use serial comm. NOTE: you must brain dead the UPS to switch from USB comm to serial comm. See Kbase FA156550

Uninstall PowerChute and install APCUPSD to see if APCUPSD also reports lost comm.

If you are using PBEServer and Console you can deselect e-mail notification via the console under Tools - Change Configuration Profile and uncheck Enable E-Mail

Then open the PBEAgent web interface <https:// system ip address:6547> using Internet Explorer, Firefox, or Chrome and configure e-mails there.

To configure e-mail via the web interface go to Server Shutdown - System Settings

Then go to Events - Recipients and add recipients to receive the e-mails

Finally go to Events - Actions and select which events you want e-mails for.

By setting up e-mails via the web interface you will only get e-mails for the events you specify. When configuration e-mails via the Console - Server you get e-mails for all events. 

[Anonymous user]

BillP,

Thanks for the quick response.

The serial cable was my next fix...we already have one somewhere but annoyingly I can't find it! We carried out some internal office moves at the start of the year and I made sure to put the serial cable in a safe place so that it wasn't thrown out...so safe a place I cannot find it.

I'll try disabling email in the profile as you mention and enabling on the agent.

Thanks,

Steve