Smart-UPS 750 loses connection

[Anonymous user]

Hi all,

Hope someone can help with this.

We have a Smart-UPS 750 which for some reason keeps loosing communication and then re-establishes connection anything from 1 to 5 minutes later. Its seems to happen once a week on no particular day, however it is always between 1am and 1.30am.

The UPS is connected via a USB cable to a USB port of the back of the Dell Poweredge Server. Its been disconnected and reconnected but still no luck.

Battery was replaced only a few months ago and this problem has only started happening since start of November.

Any help appreciated with this.

Thanks

[BillP]

Hey Pritesh,

What is the model number of that unit? Also do you have the serial? They can be located on the back of the unit on a bar code label.

Know what exactly what Smart-UPS you are deal with this will be key.

Tom

[Anonymous user]

Hi Tom,

This unit is at a remote site. Logging onto the PowerChute console gives me the below info:

UPS Model - Smart-UPS 750

UPS SKU - SMT750RMI2U

Firmware Revision - UPS 06.3 / MCU 11.0 (18 - 4)

Serial Number - AS1107222870

Hope that helps

[Anonymous user]

I am facing the same sort of problem. We recently purchased a Smart-UPS 750, 230V. Installed the powerchute 9.2 version.

It is supporting a single server running windows 2012 server R2 foundation, with AD, print server and file server functionalities.

Initially when I installed the Powerchute version that came on the CD (9.1) the UPS was not detected whether via USB or otherwise.

I uninstalled the 9.1 version, downloaded the latest Powerchute for Win 2012 Server, and installed.

I removed the USB cable and started using the COM cable provided in the package of the UPS, since with the USB cable I was getting no communication.

The software detected the UPS fine and begun to work.

Then suddenly after 8 hours I got an email from the Powerchute monitoring agent stating the agent had lost connection.

That was 4 days ago.

Since then, I have restarted the software, stopped and started the services and agents, rebooted the server, and nothing.

I have plugged and unplugged the COM cable from the server, and from the UPS and nothing.

I have also tried by disabling the firewall (windows), have added exceptions to the firewall to ensure the software can communicate properly, and still nothing.

I am at a loss of ideas, I do have a spare COM cable from another 750 and will try that just to ensure it is not something wrong with the cables supplied.

The server OS has the latest updates available installed up to the 8th of Jan 2016.

After those updates where installed the server had to reboot several times, and Powerchute allways came back up and worked fine after each reboot, detecting the UPS, talking to it and providing reports, etc...

Then when all was done and the server had been running for more than 8 hours, the agent simply stopped with no reason whatsoever.

Any and all help greatly appreciated, as Im starting to feel a chill down my spine that something might go wrong and the UPS will not do its job, and shut down the server in a timely and proper fashion causing a disaster scenario, that Id really not have to go through.

[Anonymous user · Accepted solution]

Hi,

Well to try and fix my issue, I am going to try and go for a firmware update on the UPS itself - http://www.apc.com/site/support/us/en/

We discovered a leaky battery about 9 months ago - So if this firmware update doesn't fix it, then who knows what untold damage the battery acid has done. In saying that, the fault only started happening 6 months AFTER the battery was changed - There is no real consistency in trying to determine the fault here.

If the firmware update doesn't fix it, I will be sending down another UPS (Im on one site, the UPS in question is on another site) and see if the same comms loss happens again.

Will let you know how it goes