This page can't be displayed APC software in IE error

[Anonymous user]

Hello,

I've experiencing an issue on multiple machines with the APC software reporting a page error when using IE. Launching the web interface through start-up prompts the immediate error. I've already done some troubleshooting and before the IE bashing / jokes pile in, it is browser related. This was tested by launching from the same URL address using Chrome. The web interface loaded and launched correctly without any issues.

I also found a work around getting it to launch in IE by restarting the APC PBE Agent several times and reloading the web page. Since we currently require this SW to run in IE in our system environment, and rather quickly jumping into "just delete IE from the face of the planet and use Chrome forever" type of comments, I would like to know if any of you have ever encountered this error or know of a permanent fix.

Thank you,

Ray

[BillP]

Hello Rayner,

What version of PCBE and IE are you using and what address are you using to access the Agent? Are you using the http or https address?

[Anonymous user]

Hi Jonathan,

Appreciate the response. We are using version 9.0.1.606. the address is http://127.0.0.1:3052/.

Thanks,

Ray

[BillP]

Hi,

What version of IE are you using and what is the OS? It would also be helpful to know what model/s Smart-UPS are being used. 

Another thing, have you tried to log in using https://127.0.0.1:6547?

[Anonymous user]

It's occurring on multiple versions of IE. 9, 10, and 11. We are using APC Smart UPS 750. 

[Anonymous user]

I have not tried that address yet. let me give it a shot.

[Anonymous user]

That address did not work either. This is the current URL in all our systems. http://127.0.0.1:3052.

[BillP]

Hi,

What is the operating system or systems PowerChute is running on that is experiencing the issue? 

What model Smart-UPS 750 SMT, SMX, SUA? 

Another question are you willing to upgrade PowerChute?

[Anonymous user]

We are using 750SMT. 

What is the latest version and what type of upgrade does it provide compared to one we are using? I am thinking that this issue is browser related. Possible security setting that flipped on due to windows System updates. Just can't pinpoint which one 😞

[BillP]

Hi,

Have you added the address to IE and have you added the IP to Java in the control panel? 

As for upgrades to PowerChute, we are now at version 9.2.1. The version you are running is 3 versions old. You can download 9.2.1 from FAQ FA304446. 

[Anonymous user]

Hi Bill,

Thanks for your detailed suggestion. I performed the following steps and it did not result in a fix. I am still receiving the error. I also added all related URLs associated with the APC software. 

With our current work around fix of restarting the APCPBE Agent service direct us to the root cause? At what or which channel does the service (APC PBE Agent) and the web software in IE to relate? Probably understanding that better will lead to the root cause.

[BillP]

Hi,

Would you be willing to uninstall the Agent on one of the systems and install the latest version? The latest version can be downloaded from this link.

http://www.schneider-electric.us/en/faqs/FA304446/

With your SMT750 the 9.2.1 Agent will install. 

[Anonymous user]

I upgraded to the latest version and it still did not correct the issue. I also scanned a few machines in our network and found mulitiple machines running different versions of Java ranging from, Version 8 update 45, Version 7 update 51, Version 7 update 60. The machines that have the sw functional are running version 7 update 51. However, I uninstalled one failing running Version 8 update 45 but issue still continued.

I don't think this issue is Java related. If it was, I would think that Chrome will result in page errors as well.

[Anonymous user]

Hello, same here:

windows server 2012 standart

apc agent: pbeagent.exe 9.5.0.0

jre: version 8 update 161 (build 1.8.0_161-b12)

agent management works trough chrome, ie no success.

[Anonymous user]

we ended up implementing a work around in machines through our network. We found this to be a SSL/TLS error. We implemented code to restart the APCPBEAgent several times when it can't access the web app.

I would still like to know the root of this issue or a permanent fix from APC. 

[BillP]

Hi,

What is the version of IE? if IE 11 you should watch the video attached to this link.

https://schneider-electric.box.com/s/tlhkq15qjyx1emdjtdigbpz0gq73f8se

[Anonymous user · Accepted solution]

Hi Bill,

Thanks for the video but that is not the issue we are currently experiencing. As noted in the thread, we have different versions of IE. from 8,9,10 and 11. Within all those versions, we still experience the issue. On the video you attached, having the certificate error page is key to us knowing that we can access the APC website via IP. 

The issue is that once we launch the software in IE, it immediately displays "page cannot be found" Once on that screen, we will need to restart APCPBE service (multiple times) to get to the certification error page. In other words, if we are in the page you listed in the video, we are good to access the sw. on the "page cannot be found" error, we cannot progress to the page unless the service is restarted.

I also want to note that we have a total 2800 machines across our US network that are using your product. We can sure use a permanent fix for this.

Thanks!

Ray