UPS Communication Lost - Smart UPS 1000ic

[thewigster]

UPS Communication Lost

I have a brand new SMC1000IC connected to my PC via the USB cable supplied and it only retains the USB connection for 10 minutes after login before disconnecting "Disconnecting Lost" while i am using the browser. The only way to get the connection back is to unplug and plug in the USB cable again. This was to replace an very old Smart UPS 1500 which also did the same thing for years on the Powerchute Business Edition - i was hoping a new unit, new software would have fixed it?

System Info:

Windows 11 Pro x64 v23H2

PowerChute Serial Shutdown Agent 1.2.0.301

APC UPS Driver v1.2.0.0 (from device manager)

Smart UPS SMC1000IC Firmware UPS 02.0 / COM 02.02 (1061-1)

[Teken]

The first thing to check is the power management settings in Windows. Could be they are set to turn off USB ports. This would also be a good time to replace the cable if it’s the same.

Lastly, switching to another USB port on the system to rule out its not a bad port! Let me know what you observe and the outcome.

NOTE: When the error message appears check the status of the USB port in both the task bar and device manager. Also check if there is an update for the USB driver for battery management. 

[thewigster]

Thanks for the info Teken.

Already tried lots of different USB ports and different USB cables (current one is brand new with the UPS). I did start testing on my Windows 10 laptop (UPS and cable), installed the agent and it works fine and doesnt disconnect. So UPS, cable are fine - so clearly something up with my Windows 11 PC and setup, but i shall do some more testing and see what happens. Cheers

[Teken]

Check the power settings on the PC. Insure the USB ports are not defined to go to sleep / save power etc.

A simple test is to turn off all power saving features to see the cause & effect of doing so. Let me know what you observe and the results. 👍

Cheers! 🍺

[thewigster]

Thanks Teken 🙂

I had already checked Device Manager and APC UPS didnt disconnect when communication lost (and also no USB power settings were on etc). So i uninstalled the driver so it went back to HID UPS Battery version. Re-installed the powerchute software but this didnt re-install the driver (even switching to different USB ports). So i found the actual driver and instructions on the APC website https://www.apc.com/uk/en/faqs/FA164514/ which then re-installed the driver and has now fixed the issue 🙂

Cheers for your help

[Teken]

Excellent trouble shooting and providing a link to the required USB drivers. 👍

Rock On . . . 🤟