Windows 2008 server PowerChute Business edition not recognizing Smart

Anonymous user · ‎2021-06-28

Hi,

I have a UPS SURTD3000 connected to Windows server 2008 machine through COM1. I have installed the latest PowerChute Business edition. UPS is not recognized by install, and manually setting COM1 and SMART type results in "Unknown" status.

When I select simple - PC recognizes the UPS as BACKUps.

Any suggestions how to get the UPS recognized as SMART?

Erasmus_apc · ‎2021-06-28

Hi,

You said that:

Tomas wrote:
I am able to open putty on serial port and I see the UPS is connected and recognized, just the web interface >has issues.

Can you clarify this? Are you able to see "activity" or some kind of presence on the port vs. an unused port somehow, or are you able to access UPS Terminal Control Menu?

When you installed 8.0.1 and then installed 8.5, did you do a full uninstall of 8.0.1 first?

When you install PCBE and/or try the web interface, etc., are you still using Putty or any other serial application that would potentially even touch the port the UPS uses for comm?

Do you have a network card or other accessory installed in the UPS SmartSlot in the back?

Other than that, we still need 1) confirmation of the cable part#, 2) confirmation of any connection adapters being used, and 3) trying the connection/install on another server would be helpful.

BTW, PC Server is not supported on Win208 x64 SP2, per K-Base 9251. Non-SP2, yes. This is not the absolute reason your PCS install did not work, but we generally have a good track record of not approving compatibility for pretty good reasons 🙂

See Answer In Context

Anonymous user · ‎2021-06-28

Hi,

I have a UPS SURTD3000 connected to Windows server 2008 machine through COM1. I have installed the latest PowerChute Business edition. UPS is not recognized by install, and manually setting COM1 and SMART type results in "Unknown" status.

When I select simple - PC recognizes the UPS as BACKUps.

Any suggestions how to get the UPS recognized as SMART?

Techie_apc · ‎2021-06-28

Tomas,

APC Power Chute Business Edition software version 8 or below does not support SURTD3000 UPS. You will need to install the 'Power Chute Server' or PCBE version 8.5 Software on your Computer to monitor this unit.

Message was edited by: Techie

BillP · ‎2021-06-28

Good day Tomas,

Welcome to the APC Forum, in order to assist you better I would like to gather the following information from your end.

* Would it be possible to know the model number of your UPS and the exact version/release of your Windows 2008 64Bit?
* Do you have a network management card installed on your computer?
* Are you using Hyper-V on your operating system?
If you do not have a network management card on your UPS and you are not using an operating system with Hyper-V you can use PowerChute Business Edition v8.5. Please click here to access the [PCBE Compatibility Chart|http://www.apc.com/wp/?um=100]. You can see from the chart that PCBE 8.5 would work on an SURTD unit but please take note of Note 7, this will tell you what are the SURTD models that are supported. If your UPS and Operating System are both listed, you can then install PCBE v8.5.

You can download PowerChute Business Edition 8.5 from the [APC Software Download Page|http://www.apc.com/products/family/index.cfm?id=125], look for SFPCBE85.

JonPro

Anonymous user · ‎2021-06-28

When I am trying to install PowerChute Server pcs-1.0.1 on Windows Server 2008 64 bit the installation always crashes on error - Installer stopped prematurely This happens when according to wizard the installation is trying to stop services (there are no native UPS services on Windows 2008 server)

Error I get afterwards makes no sense (to me) :

1: 1101 2: C:\Config.Msi\1c012a.rbs3: 32
followed by
1:1712

Is there a newer version of the PowerChute Server? I can't find it on APC site

Techie_apc · ‎2021-06-28

Tomas,

The SURTD 3000 UPS uses the Microlink protocol to communicate with the Server. The PCBE version 8.5 supports Microlink protocol. You can download the PCBE version 8.5 that supports SURTD units in the below link:
http://www.apc.com/tools/download/software_comp.cfm?sw_sku=SFPCBE85&id=125&swfam=125

I hope that it resolves your issue. Have a nice day!

BillP · ‎2021-06-28

Tomas,

Was it set to Smart when you opened it or did you changed it to Smart? If you did changed it to Smart, would it be possible for you to Stop/Start the APC PBE Agent service?

JonPro

Anonymous user · ‎2021-06-28

Hi JonPro,

we are moving in a right direction. During the install of PCBE 8.5 UPS was recognized on COM1, this did not happen on 8.01.
However the problem remains. When accessing the web interface the UPS is not recognized and is still listed as Unknown with no configurable options

version of OS is Windows Standart 2008 SP2
version of UPS is Smart-UPS RT 3000 XL

no Hyper-V or managment card, but server is a Domain Controler

It is a little dificult for me to temper with cabling and trying to unplug and plug again as it is on remote site, so I have only access to server
I am able to open putty on serial port and I see the UPS is connected and recognized, just the web interface has issues

BillP · ‎2021-06-28

Tomas,

I would like you to access the web interface of PCBE Agent and then choose Protected System, once you are on that page kindly click on System Settings if the Signaling Type is not set to Smart kindly change it. Also what kind of cable connects your UPS and your PC, there should be a model number on one of the ends of that cable.

JonPro

Anonymous user · ‎2021-06-28

Yes it was set to Smart... I tried to set it to Simple and back to Smart but no change there
I tried to restart the service but no luck either...

I am still waiting for the information on the cables from site... will let you know in case of any progress

BillP · ‎2021-06-28

Hello Tomas,

How's everything on your end? Do you have any updates with the PCBE and your Windows 2008?

JonPro

Anonymous user · ‎2021-06-28

Hi Jon,

sorry for the long period of silence, I have been kinda busy

Unfortunately no progress so far. UPS is not recognized by the software. When we disable the agent and try to open Putty to COM1 port, we also don't have any connection - it seems that something is blocking the port, and this is persistent also during server reboot

Unfortunately I still have no reply from any of the sites on what type of cable they use

BillP · ‎2021-06-28

Thanks Tom,

By any chance, is it possible to install PCBE 8.5 on a different PC or Operating System? How about using a different SURTD UPS?

Erasmus_apc · ‎2021-06-28

Hi,

You said that:

Tomas wrote:
I am able to open putty on serial port and I see the UPS is connected and recognized, just the web interface >has issues.

Can you clarify this? Are you able to see "activity" or some kind of presence on the port vs. an unused port somehow, or are you able to access UPS Terminal Control Menu?

When you installed 8.0.1 and then installed 8.5, did you do a full uninstall of 8.0.1 first?

When you install PCBE and/or try the web interface, etc., are you still using Putty or any other serial application that would potentially even touch the port the UPS uses for comm?

Do you have a network card or other accessory installed in the UPS SmartSlot in the back?

Other than that, we still need 1) confirmation of the cable part#, 2) confirmation of any connection adapters being used, and 3) trying the connection/install on another server would be helpful.

BTW, PC Server is not supported on Win208 x64 SP2, per K-Base 9251. Non-SP2, yes. This is not the absolute reason your PCS install did not work, but we generally have a good track record of not approving compatibility for pretty good reasons 🙂