Smart UPS 750 looses communication

[Anonymous user]

For no apparent reasons my smart UPS lost comunications in the middle of the night.

Was able to re-esrablish by rebooting the system but this is certainly not normal

At leat the system could have advised me of the lost

Michel

[Anonymous user]

For no apparent reasons my smart UPS lost comunications in the middle of the night.

Was able to re-esrablish by rebooting the system but this is certainly not normal

At leat the system could have advised me of the lost

Michel

[Techie_apc]

Michel,

I would like to collect some more information from you to find out a root cause of the issue. May I know the version of the Power Chute software which you have installed on your Server? Are you using a Serial cable or USB connection? Could you please post the data and event logs which was recorded by the software before the loss of communication event and after the event?

[Anonymous user]

Where can I find the version of the Power Chute Software ?
Using a USB connection; no seriel connection on computer.

**** form events log***
09-08-22 08:48:24 Communication Established
09-08-22 08:48:24 Monitoring Started
09-08-22 08:43:10 Monitoring Stopped
09-08-20 00:53:10 Communication Lost
09-08-19 15:36:36 Self Test Passed
09-08-19 15:36:33 Self Test Initiated
09-08-18 13:59:52 Communication Established
09-08-18 13:59:52 Monitoring Started
09-08-18 13:56:46 Monitoring Stopped
09-08-13 13:02:03 Communication Established
09-08-13 13:02:03 Monitoring Started
09-08-13 12:59:55 Monitoring Stopped
09-08-08 07:50:37 Self Test Passed
09-08-08 07:50:25 Self Test Initiated
09-08-08 06:46:54 Communication Established
09-08-08 06:46:54 Monitoring Started

[Techie_apc]

I assume that you are using the Power Chute Business Edition software to monitor the Smart UPS 750 UPS. If you are using the PCBE agent web interface, then you can find the version of the software normally under Help-->About.

If you are the PCBE console-Agent Device Properties to monitor the UPS, you can find it under General-->Summary. For example, I have attached a screen shot for your reference.

If you are using the older version, I recommend you to upgrade it to the latest version to avoid this issue in the future.

Message was edited by: Techie

[Anonymous user]

I am using r the PCBE agent web interface,

Software Version: 8.0.1.609

Michel

[Techie_apc]

Michel,

How many times did the PCBE lost its communication with the UPS via the USB cable? Is the USB cable directly attached between the UPS and the Server? Had it been working fine before? When this issue has started? Have you changed any settings or installed any new program recently?

[Anonymous user]

It happened only once :on 09-08-20 00:53:10 Communication Lost

since the installation of the ups on 09-08-08

Direct connection between the UPS and the server

has bee working fine since installation as shown the the events log

No changes whatsoever in the last 2 weeks

Michel

[Techie_apc]

Michel,

If the APC PCBE's service was stopped in the back end for some reasons, it will cause the loss of communication. In my opinion, you will not be able to find out the root cause of the issue until you reproduce the error. I recommend you to observe the PCBE software communication in the coming days and see if it works again without an issue. In case if the issue occurs again, I would first recommend you to follow the below K-base doc instructions to fix the issue.
http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=10533

And also I recommend you to call in the APC Customer Care Center if the same issue continues to find out the root cause of the issue.

[Anonymous user]

Thanks very much for all this information.

If the communication is lost is there a way to reconnect directly without rebooting the computer ?

Michel

[Techie_apc · Accepted solution]

Michel,

The Power Chute Business Edition version 8.0.1 Single node software's back end service name is APC PBE agent.

If the Communication is lost, please restart the PCBE agent service and check if it establishes the communication with the UPS without restarting the Server. In order to do this, go to Start-->Control Panel-->Services.

Once you inside Services, you can see " APC PBE agent" service.

I hope that this helps. Have a nice weekend!

Message was edited by: Techie