SURTD5000XLT serial com not working

[mikerandolph88_apc]

This was originally posted on APC forums on 2/12/2017

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help please i can't connect to the 5000xlt on the serial com putty cant find the com. im using 940-1525a cable with a usb 232 converter I've set putty to 9600/8/n/1/n and all i get is can't connect to com port.

[BillP]

This reply was originally posted by Shanon on APC forums on 2/13/2017

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Hello Mike,

I am sorry that you are having issues with serial connection into your UPS.

Have you tried hitting enter once the black session window pops up?

I see that you are using a USB converter, and we have seen issues with these. We always recommend a direct serial connection, but understand that this is not always possible.

When USB converters are used, the biggest issue that we see often are either driver or comm port issues.
Did you make sure that the USB converter has its latest drivers?
What "COMM" ports do you have in your Device Manger? 
When you did the serial connection in putty, did you use the same COMM port that appears in device manager?

Also, not to nitpick, but the settings in putty are 9600/8/1/none/none

Thanks,
Shanon

[mikerandolph88_apc]

This was originally posted on APC forums on 2/15/2017

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Sorry it took so long been working. i have all the setting right in putty click ok and [unable to open connection to COM1 unable to open serial port] i have tried 2 different usb converter, different usb ports only 2 (com1 com7), downloaded the prolific drivers http://www.prolific.com.tw/US/ShowProduct.aspx?p_id=225&pcid=41 . its the same outcome with hyperterminal and ive pulled the ap9631 nmc2 out tried it both ways.

[voidstar_apc · Accepted solution]

This was originally posted on APC forums on 2/16/2017

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Hi Mike,

That error message suggests COM1 is not the right port. Each USB serial dongle you've ever plugged into your computer gets a unique COM port. To find the right one, open device manager and unplug and replug the USB serial dongle. The one that disappears and reappears in device manager is the correct one.

One other thing to be aware of: the chips used in these USB serial converters are often counterfeit. When the true manufacturers drivers detect this, it stop working. Its particularly a problem with FTDI so hopefully you are safe with prolific.