UPS won't connect to PCBE via USB cable

[Anonymous user]

Hello. We had PowerChute BE agent, server and console installed on a PC, with UPS connected via USB cable. It all worked fine but we uninstalled it by mistake. When we tried to install it again, it could not communicate with the UPS via USB cable. We connected the UPS via serial cable, installed PCBE and it works. But it still can't connect via USB cable, and we need to connect it that way. We tried another USB cable, tried connecting the UPS to another PCBE via USB cable, tried connecting other UPS to the first PCBE via USB cable, but nothing of the mentioned works!?!?! Windows PCs recognize when UPS is connected via USB cable and display safe removal tray icon. Any ideas? Do we have to change some settings and how? Thanks.

[BillP · Accepted solution]

Hi,

Un-install the PowerChute Agent, Shut everything down including the UPS and reset the UPS. To reset the UPS see Knowledge Base document FA156611

After turning the UPS and System back on reinstall the PowerChute Agent with the USB cable attached. It should auto-discover the UPS and communicate. If it does not discover the UPS check that the proper driver is loaded. See Knowledge Base document FA164514