Computer Can't Find UPS

[Anonymous user]

I have a CS-350 but when I got it I didn't have any of the cables or disks that would come with it. So I bought a USB to RJ45 cable (AP9827). I connected it to the UPS and my computer and when I plug the USB into my computer, it doesn't come up with the new hardware found window. I tried installing powerchute and it says there isn't a UPS connected to my computer. I have tried other USB ports on my computer and still nothing happens. I've checked the device manager on my computer and it doesn't show it either. I'm guessing that I need the drivers that would have been on the CD that would have come with it. Does anyone know where I could get them or am I just doing something wrong?

[BillP]

Hi guys sorry for bumping a old thread but i have the same issue with my USB cable not being recognized. I have tried all the suggestions but to no avail, would this mean the cable is faulty and should be returned?

[BillP]

Good day Stephane,

Let us start by gathering what kind of UPS you have and the Operating System that you are using. Then let us know what you have done so far to resolve the issue.

For starters, what I usually suggest is to connect the UPS on a different PC and if this would not work it would help if you have another UPS or a different cable that we can swap with. Next would be checking if the UPS is directly connected into the USB port of the PC or if it goes to a USB hub. If it goes into a USB hub, kindly disconnect it and connect it directly into a USB port on the PC. Next, try to determine what is the version of your USB ports. Our BackUPS are running on USB 1.0, if you tend to use them on a USB 3.0 or there are other USB devices that uses USB versions higher than 1.0 they tend to cut-off the BackUPS communication line into the PC.

Kindly do the steps that I have suggested and let us know the outcome.

[BillP]

Hello JonPro,

I am using a SURTD5000XLT UPS and I’m running Windows Server 2008. I have tried using various machines with different hardware and OS but the USB cable is never recognized as a COM port by the OS. I'm pretty sure the hardware I am using doesn't support USB 3.0 and is only running 2.0, the cable is plugged directly into the machines but does not do anything. I am considering returning the cable as it looks like it’s not going to work and possibly looking for an APC serial to RJ45 cable that I can purchase as I know the serial ports work fine as I have configured previous UPS with a serial to serial cable fine.

Any suggestion on where I would possible be able to purchase an APC serial to RJ45 cable, I checked the APC website but wasn't able to find one?

Thanks,

Stephane

Message was edited by: schouinard

[BillP]

The RJ45-Serial cable that would work with your UPS is 940-0625 or 940-1525, you can try to check with our distributor if they have stocks and pricing for this part.

[BillP]

you shouldnt need any drivers to get the new hardware found box.

you will want to make sure you are of course plugging the USB cable in to the computer and then the port labeled "data port" on the UPS. also, just to make sure, definitely make sure the UPS is turned on.

do you have another computer that you can try this on?

if we arent even getting any type notification on the computer (USB device "ding", found new hardware box, unknown device), it sounds like we have a physical problem here.

make sure there is nothing physically wrong with the cable (damage, etc) and that the UPS is turned on. i assume you tried USB ports also that you know work 😉 then, i'd suggest trying it on a different machine if you can just to be sure.

[Anonymous user]

I don't have another computer to try it on. It is turned on because I can see the green light and if it wasn't I think the computer would shut off or it would beep that it was on battery or something. I have four USB ports on the back of my computer and three are being used. I've tried 3 of the 4 ports and have had no luck. I checked and it is plugged into the data port on the back of the UPS. I still get nothing when I plug it in though. It might be something physically wrong with the cable but it looks okay. This unit had had some water get on it which is how I ended up with it. It would turn on okay but it killed the battery. I replaced the battery and everything has been working fine up until this.

[BillP]

as long as the USB ports are working fine, i'd have to assume there is something wrong here - either the cable or the UPS. you should be getting the new hardware found box, and if for some reason if not, you should at least see SOMETHING in device manager, even if it is unknown device with the yellow question mark.

we could be missing something so before assuming the worst, that is why i suggested trying it on another computer to be sure.

i dont think you are doing anything wrong since we checked the basics.

PS - I am sure you rebooted the computer or are planning on it?

[Anonymous user]

I just bought a BACK-UPS model BN650M1 from Best Buy. It is February 2017. I see from the above comment my problem may be that this device does not work with USB higher than 1.0

I just want to verify that is correct, because it is surprising that anything new is still sold with USB 1.0 

My computer did recognize the connection (it saw I plugged in a USB device and installed a driver for it). But the Power chute Personal Edition software cannot detect the UPS is connected. The UPS is on, my computer and monitor are being powered by it. The provided USB cable is connected directly from the Back-UPS to one of my computer's USB ports. I did try a few other USB ports on my computer to no effect. 

[Anonymous user · Accepted solution]

I turned off the computer. Found a USB 1.0 port on the front of my computer. After three attempts plugging in to that port the software recognized my UPS was connected.

The USB connection on the cable provided is a very loose fit into my USB port. A check with a thumb drive shows a tight connection to the same port. It may just be a poorly made cable, or maybe a combination of poorly made cable and USB 1. I have an old USB printer cable around here somewhere I can try out, but for now the shut down software appears to be working.