BX1600MI-MS USB Connection Unstable

[Alberos]

Hi,

First of all, I'm a home user not business.

I have a BX1600MI-MS UPS and its USB connection has been acting for a while now. The connection to PC will keep randomly dropout and then reconnect again. I already contacted APC and they already replaced my unit with a new one but the problem still here. It especially bad when things heat up (I played game, PC draw more load, etc. The UPS is no way near its limit btw, the load is only about 500W and this is 900W model, according to the box anyway.)

Here is my setup:

The USB cable from UPS is connected to USB hub (can be powered) that run into USB extension then finally into the back of the PC. Overall cable length is about 4-5 meters. My PC is on the other side of the desk and the UPS cannot physically be in the location that the included cable will reach the back of the PC. There is no (suitable) power socket there. And of course, I can't move my PC to the same side as UPS as the glass side will be on the left facing away from me. I paid for pretty RGB so I want to see it.... Also I never have any problem with any of the USB devices connect to the hubs in this setup.

What I already tried:

- Contacting support and they already replace mine with a new unit.

- Connect the power source to my USB hub.

- Try 4 different cables, 2 randomly found in my house, 1 a new one, and 1 the included one. (still connected to the same hub).

- Try different hub and different USB port on each hub. (I have 2 on my desk, connected to different USB port on PC).

- Uninstall and reinstall PowerChute Serial Shutdown.

What I think of:

- Will purchasing any of those "5m active USB cable" and run that directly to the back of my PC fixed it?

- Can I use power bar with surge protection on the UPS power lead? So I can move the UPS to the PC side. The manual said not to do it and only connect directly to the wall.

Again, please keep in mind that I cannot get the UPS to be on the same side as my PC. As there is no (suitable) power socket there. The one on that side doesn't have proper ground and it will shock me every time I touch my PC or anything metal connected to it. Speaking of good home electrical code right there...

Thanks

[Teken]

Take a long extension cord so you can move the UPS closer to the PC. Use the supplied USB cable and connect directly to both systems.

What happens?!?

[Alberos]

Well, i don't have a plain extension cord. I only have power stip (with an R) with surge protection. Can I use that? It would be ideal if I don't have to move the UPS. As I will run into 3 more cable that I need to extend to reach the UPS. But I could move it temporarily just to see if it fixes it. Assuming the power stip with surge protection is ok to use of course.

[Teken]

Yes, we are only extending the power cord temporarily to see how the two systems behave. 👍

[Alberos]

Finally I'm able to test. So I move the unit today and use the supplied cable and.... nope, it's still dropping out that USB connection. Hasn't take long at all for it to dropout. This is the best case scenario, supplied cable connected directly to a USB 3.2 port on the motherboard at the back of the PC. So... what's my next plan here, the unit was already changed by APC support btw.

[Teken]

The possibilities have been narrowed down to the computer OS or PCSS.

Uninstall PCSS software and install PCPE instead to see the results. More than likely it’s the computer going into sleep / hibernate mode which is common.

The more likely scenario is the power save feature in Windows. Disable all power save features for the USB, SSD, CPU.

What happens?!?

[Alberos]

Hi, I haven't try your suggestion yet, haven't have to opportunity to move everything again. It's quite an inconvenience to move the UPS to be able to use the included cable. However, I did try 2 out of 3 things from your suggestion, installing PCPE instead of PCSS and disable USB selective suspension (or whatever it called) in Windows power setting. The power plan was already set to Balanced too. It still disconnecting, the problem is still here. I know this is not the good test as I still using those same long + hub + extension setup.

Before I finally has opportunity to move the UPS again, could you list a bunch of thing for me to try? So I don't have to move the unit often, as leaving it in that setup is also an inconvenience.... Sorry!

[Alberos]

OK, just an update. Look like the problem is either on my Windows setup or the UPS flaw itself. I finally try the best case setup: included cable, both old PCPE and PCSS, USB selective suspension disabled as well as 'allow pc to turn of this device' unchecked in device manager. Still disconnecting.

I won't wipe everything and reinstall Windows just for this little feature, so might have to leave everyone on cliffhanger. I will contact the tech guy at tech support department locally again and share my testing to see what they have to say.

Thanks