"unknown device"

[Anonymous user]

I'm using APC PowerChute business edition basic. I recently replaced a battery on a unit. Since replacing the battery, when I open PCB, I get a flashing "?" in the right hand corner by the clock that says "unknown device". It's connected by USB cable. If I unplug the cable, and plug it back in sometimes it will recognize it, but after a few days it's gone again. Any suggestions on what I can do to have it recognize this all the time?

[BillP]

what UPS model and what USB cable are you using?

[Anonymous user]

The unit is a 1500, and the cable im using is the one that came with the PowerChute software. It appears as if the unit isn't recognizing the new battery, or something along those lines.

[BillP]

is it a Smart UPS 1500 or a Back UPS 1500? can you get the exact model off of the back or bottom of the UPS - on the white sticker?

thanks!

[BillP]

no problem. so i believe this unit uses a standard USB A to USB B cable with it.

if you look in Device Manager (assuming this is Windows), do you see anything in there dealing with the UPS? You can check under HID devices as well as Batteries. if not, is there anything under Other Devices or anything showing in there as an unknown device?

do you have the serial cable attached at the same time? is there anything installed in the Smart Slot?

If not, i would do a couple of generic troubleshooting steps.

First thing I'd do is braindead/reboot the UPS. To do so:

Braindead:

-Turn off all load connected to the UPS and unplug it from the UPS.
-Disconnect ALL communication cables to the UPS - there should only be one connected at a time and if using this, make sure you have nothing installed in the Smart Slot port.
-Turn off the UPS and unplug it from AC power
-Hold down the off button (o) on the UPS until you hear a click and possibly see the LEDs flash. If you dont hear anything, you can leave the UPS alone for about 10 minutes to have the same effect.
-Reconnect the UPS to AC power, reconnect the USB cable only, and reconnect your load to the UPS.

after all of the above, see what you are getting with Powerchute as well as in Device Manager.

[Anonymous user · Accepted solution]

Sorry for the delay in getting back to you.

It's a smartups 1500

model # sau1500X413

Thanks for your help.