BE550G and Vista

[Anonymous user]

My boss purchased a BE550G yesterday for my development machine which has Microsoft Windows Vista Ultimate. I plugged it in yesterday to charge overnight and when I came in this morning I plugged my computer and monitor into it and then connected the USB cable to it. I get an error message saying "USB Device Not Recognized". I tried unplugging and replugging in the usb cable, I tried plugging into other usb ports. I downloaded Powerchute 2.2 which is vista compatible. Powerchute will not install because it cannot detect the UPS.

I read the knowledgebase article and troubleshot the machine. The usb ports are enabled.

PC Specs:

AMD Athalon 64 X2 Dual Core 4200+ 2.2GHz
2 GB of RAM
Operating System is 32 bit


Any one got any other ideas?

[Anonymous user]

I also have a BE550G that my computer won't recognize. It's Vista Enterprise on a dual-core AMD cpu with nVidia chipset.

Did you hear back from APC support, OP?

[Anonymous user]

I Just installed 2 BE550G's today. One PC has XP Pro and PCPE installed without problems. Other PC with Vista Home Premium 64 bit gives a error msg. softyware not recognized using PCPE 2.1 and error msg. USB not present trying PCPE 2.2. ( PCPE 2.1 sees USB because I forgot to plug it in on first try at installation.)

Charlie P

PS
This is just one of many problems I've encountered with this POS Vista.

[Anonymous user]

I had also sent a support request to APC Feb. 13 and received a automated reply that I would get a response withing 1 business day. As yet I haven't received a reply. Is this typical of APC?

[BillP]

no its not, can you post or PM me the incident number. I will follow up with it if you dont want to continue here. i apologize for that delay as well as this thread.

furthermore, is anything showing up in device manager on the vista machine when you plug in the USB for the UPS? perhaps as an "unknown device?"

[Anonymous user]

I get an "unknown device".

The UPS works fine when plugged into my laptop running XP and Win7 beta.

I've been emailing APC support and they sent me a new UPS, but that didn't work (and I didn't think it would since the old one worked with the other computer).

[BillP]

one last thing i'd try:

with the UPS plugged into the PC with "unknown device" showing in device manager - right click on unknown device and choose uninstall. then i'd turn off the computer and turn off the UPS. turn the UPS back on and then the computer with the USB cable connected and see if anything different comes up.

if not, i've actually seen this issue caused by the USB to RJ-45 cable. i dont suppose you are able to check for continuity on all of the pins on the cable? or trying a different cable, possibly from a different UPS?

also - maybe you could try another computer just to make sure it doesnt work on there?

if not, i'd suggest asking for a new cable from tech support rather than replacing the UPS to start. if the cable does solve it, then most likely there is an issue with the data port on the UPS. my guess is the cable though if none of the above works.

[Anonymous user]

Thanks for the reply.

I tried your suggestion but it didnt help. Another interesting item to note. My coworker who also got the same UPS has the same issue. His computer is another AMD and he is using Win XP Pro. I have read that there are issues with "non-intel" chipsets connectivity.

I will contact Customer Support

[BillP · Accepted solution]

that is news to me that there is a problem with "non-intel" chipsets.

if you contact customer support, you can refer to this thread if you need to. like i said, i'd ask for a cable first.