BR800BLK No Longer Reporting Any Runtime in PCPE 2.0

[BillP]

I have a BR800BLK manufactured in January 2007. I generally have 200W connected to it, according to PCPE 2.0, on XP Pro. Since this unit was put into service, runtime was accurately estimated at about 19 min in PCPE.

After a couple days where the UPS was turned off, batt and AC power disconnected, I finally reconnected the battery and put the UPS into service at a new location with the same load. When I plugged the USB cable back into my WinXP box, PCPE now shows Runtime as "--" or sometimes "<1min", despite the UPS reporting 100% battery charge and about 200W load, both accurate readings.

Thinking this to be a software issue, I installed PCPE 2.0 onto another XP box that has never had any APC software installed. Upon plugging the USB cable into that system, I saw the same "missing" runtime.

What's also quite strange is that if I disconnect the battery while the UPS is online, PCPE senses this, but the runtime jumps up to around 5 minutes with the same 200W load. As soon as the batt is connected again, runtime goes back to "--".

Troubleshooting so far: uninstalled PCPE on both systems, rebooted both systems, re-installed PCPE. Same results seen. Also tried disconnecting batt and AC from the UPS, to completely turn it off. Connected batt, cold started successfully, and then plugged into AC. Unit goes online, PCPE follows along perfectly, but runtime stays at "--" or "<1min".

Has anyone ever seen this behavior??

[Anonymous user]

1. Connect the UPS to a powerstrip with a switch

2. Charge overnight and connect two 100W bulbs. Disable any beeping through software, if possible.

3. Turn on the lightbulbs and kill the power to UPS from the powerstrip. APC recommends turning off branch circuit instead of unplugging, but that tend to cause problem with other things on the circuit, so the powerstrip is the best substitute since it allows you to turn off the power while maintaining ground.

4. Let the UPS run on battery until it shuts off completely, timing the duration it stays on battery, hen allow to charge overnight. If the runtime you get here is unacceptable, you need a new battery pack.

Don't play with cold start after it shuts off.

Your UPS runtime estimate should be close to what you got with timing method with the same load connected.

[Anonymous user]

Does the Windows UPS management software (not PCPE) always seem to show the correct charge level, or is it also sometimes wrong as PCPE seems to be? The reason I ask is that the UPS is providing this information to the software. If both softwares are showing incorrect inforamtion, it may be the UPS is providing incorrect inforamtion. However, if one software is showing correct information, and the other is not, the issue may be with the software.

Also,

Have you tried any other version of the PowerChute software? I would be interested in hearing what happens if you try version 1.5.

ftp://ftp.apcc.com/apc/public/software/windows/xp/pcpe/151/

If you are using a USB HUB, please try moving the USB cable for your UPS to a port directly on your computer - preferably one on the back directly connected to your motherboard, and see if that has any effect on the software readings.

[BillP]

Here's some more troubleshooting data:

When I plug the BR800BLK into my PC to see what PCPE 2.0 says, it shows online and 100%, which is correct. My battery is 27.x VDC measured manually.

PCPE reports the correct wattage load (200W = two 100W incandescent bulbs). Runtime in PCPE shows "--".

As soon as I simulate a blackout, the PCPE offers to hibernate my system. Runtime area on PCPE 2.0 now says "time to shutdown -- min".

After 15 mins of running my 200W load, PCPE still shows battery charge at 100%, but discharging.

Plugging my USB cable into a PC without any APC software and checking power meter, it shows the battery as discharging and will occasionally show the right % charge. Often, when plugging the USB cable in, Power Meter will first show 98%, but then later will update. Eventually, after almost 20 mins of runtime, the Power Meter shows 9%, PCPE shows 100% still, and the UPS abruptly cuts off.

I then cold started my UPS and drained the batts just a little bit more, maybe 2 mins, until the UPS cut off again. Then I plugged into AC, and powered it up normally. Of course, the batt shows Replace Battery since I discharged it more than the UPS would normally go. The UPS is running online and charging the battery, REPL still lit, but it will clear later when I run a manual self test.

So, the UPS is reporting correct wattage and % charge (at least through power meter), but PCPE on ANY PC I install it on, will always show runtime as "--" even when the UPS has been fully charged and online.

Any ideas?

[BillP]

I will definitely try the powerstrip thing.

Also, just to be clear, this UPS is providing exactly the runtime I'm supposed to have, and have had, since March 07 when I first connected it to this load.

I think the UPS is no longer reporting properly, if that's possible. Given that PCPE 2.0 that was newly installed on a PC that had never enjoyed the presence of APC code showed exactly the same strange "--" or "1 min" runtime with even a 50 watt load on a fully charged (verified with voltmeter to be 27ish), I'm guessing the UPS is confused about what it can do.

The runtime test absolutely produces the correct 20mins or so runtime as PCPE used to estimate from day 1.

When I moved the equipment to its new home and location, I only disconnected the battery during transport, then reconnected it just before plugging it into its new home.

[BillP]

OK

On another PC that has never had any PowerChute installed, I installed PCPE 1.5 (WinXP Pro). As soon as the GUI loaded, I was presented with the same message about "needing to upgrade" my UPS because I had less than the recommended 5mins runtime available, just like when first installing and running PCPE 2.0. Once dismissing that message, 1.5 shows 100% battery, the accurate 200W load (two bulbs like before), and "--" runtime.

My BR800BLK has a build date of 1/11/07, and firmware version 9.o3 .D USB firmware is o3.

Serial # is 5B0703U135xx

After just uninstalling PCPE 1.5, I checked Power Meter and it reports battery at 100%, which is it.

Pulling battery out of the UPS and measuring it reads: 27.0 VDC

The UPS is not near, nor has ever been near, any sources of heat or direct sunlight. Again, runtime off my UPS is exactly what it should be, and no different from the first day of ownership with the exact same load. It just now doesn't know how to report runtime to the software, if that's indeed what it does. It measures AC voltage, battery capacity and wattage perfectly.

What gives?

[Anonymous user]

So, doing exactly as I described didn't correct the problem?

[Anonymous user]

If you have already tried KVAr's suggestion about the powerstrip/bulb calibration, and there has been no change, I would suggest calling APC support about your UPS at 800-890-4272.

[BillP]

KVAr, yeah, I did your test too. Again, though, it's not an issue with not getting runtime from the UPS. It's a reporting issue.

This UPS never has a PC connected to it through the data port unless I need to change the settings on the UPS. The UPS does give me correct runtime in practice, but none of the PowerChute software versions will report runtime.

[BillP · Accepted solution]

We've confirmed that the BR800BLK will require replacement under factory warranty.