Windows 8.1 Application Log - "lost communication with ups"

[Anonymous user]

Hi,

My PC is connected to the SUA2200i via a USB cable. The UPS (my 2nd SUA2200i unit) was purchased in April 2013.

After upgrading to Windows 8.1 an error appears in the Application log. Checked the cable I installed the latest version of PCBE but the error persists. It occurs randomly. Once during a power failure the UPS shut down the machine without warning, and proceeded to shut itself down. 6 front LEDs were flashing in sequence indicating a software initiated shutdown.

I've tried nearly every thing I know to resolve the communication lost issue. No luck. In the end I uninstalled PCBE and let Windows' native power management do its thing. So far so good. But I need the additional UPS management capabilities of PCBE.

Can someone from APC help me with this random communication issue?

[Anonymous user]

Hi,

My PC is connected to the SUA2200i via a USB cable. The UPS (my 2nd SUA2200i unit) was purchased in April 2013.

After upgrading to Windows 8.1 an error appears in the Application log. Checked the cable I installed the latest version of PCBE but the error persists. It occurs randomly. Once during a power failure the UPS shut down the machine without warning, and proceeded to shut itself down. 6 front LEDs were flashing in sequence indicating a software initiated shutdown.

I've tried nearly every thing I know to resolve the communication lost issue. No luck. In the end I uninstalled PCBE and let Windows' native power management do its thing. So far so good. But I need the additional UPS management capabilities of PCBE.

Can someone from APC help me with this random communication issue?

[BillP]

Hi,

Random communications losses are extremely difficult to troubleshoot. A couple of options are, If you have a serial port available on the computer you could configure PowerChute to communicate to the UPS via serial. Another option is to install APCUPSD instead of using PowerChute or the native power options. APCUPSD will give you most of the same functionality as PowerChute witht he SUA2200 and uses a different USB driver so it may not be affected the same way as PowerChute is being affected.

This is a screenshot of APCUPSD running on Windows 8 attached to a Back-UPS

[BillP]

Oliver,

What software are you using? PowerChute Business Edition, APCUPSD, or Power Options through the control panel? PowerChute need the APC UPS driver. APCUPSD has its own driver and Power Options uses HID UPS Battery. Once you have determined that the proper driver is loaded if communication cannot be established between the OS and the UPS you should brain dead the UPS. Kbase FA156611 discusses how to brain dead a Smart-UPS.

We also have Knowledge base document FA163608 that discusses No Communication with UPS.

[Anonymous user · Accepted solution]

Bill,

Thanks very much for the reply.

I downloaded and installed APCUPSD but the driver installation failed. Windows 8.1 does not allow unsigned drivers to be installed. So I disabled driver signature enforcement and proceeded to install the APCUPSD driver. It accepts the driver and requests a reboot. Once rebooted the Device Manager shows the UPS with a Yellow Bang. Right clicking on it and choosing Properties displays the following message." The device cannot start (Code 10)  {Operation Failed} The requested operation was unsuccessful.

Strange thing is Windows native power management functions well without any loss of connectivity, or at least the absence of error messages in the Windows Application and System logs seem to indicate proper communication.

The UPS' information is:

Model: SUA2200-I

Firmware revision 654.19.I

Manufacture date: 15 March 2013

Serial number B21311001760

USB Firmware revision- 7.4

I hope this is not a hardware issue.

Regards,

Viv