BE500G3 stops randomly but no power outtage

[Dantes]

I recently purchased the BE500G3 on Amazon. Intermittently, and without any power outages or fluctuations, the unit unexpectedly shuts off power to the connected devices and starts beeping. I only have two devices plugged into the Battery + Surge Protection outlets.
The most recent occurrence of such happened on 10/23/2025 at around 12PM local time. I live in an Silicon Valley area, California, the power from PG&E is pretty stable. 

This behavior is concerning, as the primary purpose of a UPS is to prevent loss of work during power interruptions. Instead, the unit is causing unexpected shutdowns and data loss, which defeats its intended purpose.

I understand the product includes a three-year repair or replacement warranty, and I am considering submitting a warranty claim for repair or replacement. Please advise on the appropriate next steps.

[Teken]

If the system is connected to a computer running APC Power Chute Software (PCPE / PCSS) provide the following logs for review: Event, Data, UPS, Diagnostics.

What is connected to the system now and the actual load (wattage)?

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[Dantes]

@Teken 
Thank you for your help. 
I do not have PowerChute installed anywhere. When I saw that it was discontinued I did not see the need to install it. 
At the time the incident happened, I had 1 desktop DELL_Optiplex SFF Plus 7020 with a 260W power supply unit. That does not mean that it is going to be drawing that much current all the time especially when the incident happened. 
Isnt there a log that we can extract from the DUT ? 

[Teken]

If your specific model had a LCD Menu you could view the active fault / error codes. Since it doesn’t you would have to rely on the LED / Beeper and reference the user manual as to the problem.

As such connecting the unit to a computer running APC Power Chute (PCPE / PCSS) would offer more insight.

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[Dantes]

@Teken I can install the APC Power Chute (PCPE / PCSS) for monitoring the UPC. 
Can you please confirm that it supports BE500G3 ? If the BE500G3 USB port is connected to the PC then it would detect and monitor it ? 

[Teken]

Yes, the latest Power Chute Software (PCSS) is supported for your model.

https://www.se.com/us/en/product/BE500G3/apc-backups-500va-300w-floor-wall-mount-120v-6x-nema-515r-o...

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