manual self test in PCPE causes computer to crash

[Anonymous user]

I have a Dell computer running Windows 7
I have a APC Back-UPS ES 750.
I down loaded PCPE v3.0 for windows 7
when I execute the manual self test through the PCPE interface the computer crashes.
No log events are generated.
Do I have a bad UPS?

[Anonymous user]

yes. I sent an e-mail because it was Sunday, Feb 13th and chat was not available. There has been no response fro APC.

[BillP]

I apologize for the inconvenience.

Our Phone Technical Support team has received these kind of issues as well. An issue that I have seen so far is the transfer time that it takes for the UPS to switch from Online to On Battery. Our BackUPS has a transfer time of 6-8ms, certain power supplies doesn't like or requires a lesser/shorter transfer time.

Here is a helpful kbase that talks about the reasons why would a certain load reboot or turn off.
[Equipment connected to a Back-UPS product turns off unexpectedly and/or reboots.|http://nam-en.apc.com/app/answers/detail/a_id/20/kw/backups%20reboot]

[BillP]

What is the exact model number of your Dell PC?

Also, if you unplug the UPS from the wall outlet or let's say it runs on battery does it causes the PC to crash as well? Can you tell us as well if the UPS has turned off when it crashed your PC or did the it remained on and completed the self test?

[Anonymous user]

My Dell computer is Studio XPS Desktop 435T/9000
The Self test did not complete.
I did not unplug the UPS prior to or during the self test.
The UPS did not turn-off during the self test.

I have not tried to unlug the UPS to see if the computer stays up.

Message was edited by: michael_ackleson@sbcglobal.net

Message was edited by: michael_ackleson@sbcglobal.net

[BillP]

While the PC and UPS are both on, can you unplug the UPS from the wall outlet and check if the UPS will be able to support the load.

[Anonymous user]

I unplugged the UPS from the wall and the computer shutdown instantly.
back when I had powerchute installed and the data cable hooked up it showed that the battery had enough capacity to maintain the load for 10 minutes. It did not hold for 1 second.

I am taking the unit back to Best Buy and get a different brand of UPS. Not because this unit was bad. That happens. The reason I am moving away from APC is I have been waiting for more than a week for a reply from APC product support. If they do not care enough to acknowledge my request for assistance, then it is time for me to move on. I have three other APC units in my home that are working well. I do not plan to buy another one after this experience.

[BillP · Accepted solution]

We've seen issues like this as well on customers that were using BackUPS on Dell XPS Studios. The computer does not like the step sine wave the UPS generates when running On Battery. I apologize for the inconvenience this has caused you, have you contacted our APC Technical Support Team regarding this issue?