PowerChute "Unable to carry out a self-test at this time" BN900M

[Anonymous user]

I recently replaced my BE750 Back-UPS with a new BN900. I installed it about 2 weeks ago. I last performed a self-test with PowerChute on 10/31/16, successfully. But today, 11/6, a pop-up occurred which mentioned something like losing communication with the UPS. When I checked the PowerChute Current Status is says battery backup is running normally. The power button shows a solid green, too. But performing a self-test, half way through the green bar, my monitor shuts-off then back on, with the green bar completing and the message "Unable to carry out a self-test at this time."

I checked the usb wire and tried a different usb slot, but same result. Windows recognizes it in Devices and says its performing fine. I was using PowerChute v2.2 from the previous UPS, so I downloaded v. 3.0.2. Also I shut off the UPS, unplugged from the wall outlet, and removed the battery. After replacing everything, I tried another self-test with PowerChute. I got the same results.

HP Pavilion Elite w/Windows 7 (64bit) Home Premium SP1

[BillP]

Hello Scott,

Have you tried performing the self-test manually on the UPS and does it provide back up power if you unplug it from the wall outlet? Can you tell us how are the load attached on your UPS? Which load goes to what outlet?

[Anonymous user]

In the battery outlets of the UPS I had: monitor, computer tower, printer, modem/router, land line phone, and cell phone charger. In the surge outlet was a backup hard drive (off). At the time I checked , the load was 139 Watts, 148 Watts with the printer on. My 2 manual PowerChute self-tests were fine before 11/6. After that I received the "Unable..." notice.

However, the BN900M unit is now useless ... As you suggested, I manually tested the back up power. I unplugged the unit from the wall outlet. The few items that I left on all shut down; the power light on the unit went dark and started a constant alarm sound. Pushing the power button didn't stop the alarm, so I removed the battery. I smelled an electric burning odor and even saw a wisp of smoke. The unit, at the opposite end to the battery, was warm to the touch.

Wow. Only got 2 weeks of use out of it. (Is APC good with it's warranty?)

[Anonymous user]

A unit that young should be replaced without question. You'll have to contact APC support by phone using whatever number is appropriate for your country of residence.

It's not unusual for the UPS casing to be warm in certain places on a normally working unit.

[BillP]

Scott,

As William wrote, you should contact local support for assistance. The unit is under warranty and can be replaced if needed. You can call support Monday - Friday 8 AM - 8 PM Eastern time 1-800-890-4272 or e-mail  support at http://www.apc.com/us/en/support/contact/ask_apc.cfm

[Anonymous user · Accepted solution]

Thank you William & Bill. I will be doing that.