"Lost communication with UPS"

[Anonymous user]

This is the same problem as steve2k7 reported, but with different hardware so I started a different thread.

The APC monitoring software runs find for a few weeks then it decides it's lost the UPS, restarting the services doesn't have any effect. I had this once before and removed the USB cable and replaced it and that cleared the "lost" UPS. But that is not a solution; the server is in a locked room and should not be touched.

Windows still seems to think the UPS is there as it's listed on device manager under HI devices as "American Power Conversion USB UPS".

The UPS is a Smart-UPS 1500i tower, it's connected by USB to a Dell Poweredge 2900 server running Windows 2003 Server R2. There's no serial connections involved, it's pure USB.

I'm running Powerchute Business Edition v7.0.4, installed from the CD supplied with the UPS.

Any help appreciated.

[Anonymous user]

This is the same problem as steve2k7 reported, but with different hardware so I started a different thread.

The APC monitoring software runs find for a few weeks then it decides it's lost the UPS, restarting the services doesn't have any effect. I had this once before and removed the USB cable and replaced it and that cleared the "lost" UPS. But that is not a solution; the server is in a locked room and should not be touched.

Windows still seems to think the UPS is there as it's listed on device manager under HI devices as "American Power Conversion USB UPS".

The UPS is a Smart-UPS 1500i tower, it's connected by USB to a Dell Poweredge 2900 server running Windows 2003 Server R2. There's no serial connections involved, it's pure USB.

I'm running Powerchute Business Edition v7.0.4, installed from the CD supplied with the UPS.

Any help appreciated.

[Anonymous user]

By 'USB-hubs', I mean the internal ones in the server. Those
listed as 'USB-hubs' in Windows.

[TheNotoriousKMP_apc]

Thanks for the clarification.

What about the steps mentioned? Did that solve anything?

What version of PCBE is running?

[EZ_Button_apc]

I've seen something similar a few times and most commonly on 2k3. The fix I've seen is to disable "Selective Suspend". What happens is the usb host contollers essentially go to sleep and drop comm to the usb device (the UPS in this case). If you access microsofts knowledge base, there is a registry change you can do to disable this. Hopefully that helps!

[Anonymous user]

Sorry, I can't easily get at that info (the model) - I'm 200 miles from the unit.

I've noticed there's a version 2.0.5 of the software so I will try that.

Message was edited by: keith99

Message was edited by: keith99

[Anonymous user]

I've found the setting for turning off the "selective suspend" - it's in the power management tab of the properties of the usb hub in device manager. I've turned that off and will see if it has any effect. I don't really think it could be this though - surely the power software is continuously monitoring the UPS so Windows should not think it can turn it off? Could be just Windows trying to be smart and getting it wrong though.

[EZ_Button_apc]

Great, let us know if that clears it up.

[Anonymous user]

I am experiencing the exact same problem with two of my clients.
Both are running brand-new (weeks old..) SUA750i connected to SBS 2003
and XP Professional with the USB-cable.

The Powerchute software runs great for a few days, then it just drops
the connection with ID 3000 and never get it up again. Restarting the
machines isn't enough.

I turned off the power-save mode on all USB-hubs. I will reinstall the
software and see if this helps. I'll give it a few days.

[TheNotoriousKMP_apc · Accepted solution]

Hello,

Have you tried to brain-dead the units to ensure proper communication on those USB ports?

To do so:

1. Turn off all load and disconnect from UPS
2. Turn off UPS and disconnect from the wall
3. Remove communications cables
4. Depress Off button for approximately 4-6 seconds until you hear a click.

Set everything back up plugging in only the USB cable.

You mentioned something about USB Hubs....You're not communicating with these through physical USB hubs are you? Because that would be the point of failure