The PowerChute Serial Shutdown service did not shut down properly after receiving a preshutdown control

[mjelder]

The PowerChute Serial Shutdown 1.3.0.301 program was installed on a Dell XPS 8940 Windows 10 Pro computer that is connected to a Back-UPS XS 1300G UPS. During a Windows restart or shutdown the Event Viewer shows error, Service Control Manager, event ID 7043, The PowerChute Serial Shutdown service did not shut down properly after receiving a preshutdown control. Is this error expected?

[daldas]

No, this error is not expected. The PowerChute Serial Shutdown service should shut down properly during restart or shutdown. The issue could be related to a service timeout or a conflict with other software. Try updating or reinstalling the PowerChute software, and ensure that the UPS drivers are up to date. If the problem persists, you may need to contact APC support for further troubleshooting.

[mjelder]

Reinstalling the PowerChute software had no effect.  Support has opened a case.

[ikbenleo]

Hello Mjelder,

I have the same issue on a Windows server 2019 after upgrading to 1.3.0.301. Great to hear that support opened a case. Can you please inform me about where to get (or see) a solution?

Thanks a lot!

[mjelder]

Support has told me that the PowerChute Serial Shutdown Operating System, Processor, JRE and Browser Compatibility Chart shows that Windows 10 Pro is not compatible. I uninstalled PowerChute Serial Shutdown 1.3.0.301 and installed PowerChute Personal Edition 3.10.0.  I have not seen any errors in the event viewer.

[rveague]

I am seeing the same error on Windows 11, which is supported.  Further, when I do a soft-restart (Windows reboot), my system hangs during startup.  If I remove the UPS USB cable, the system will restart.  Power cycling the system (HP Envy) will allow it to start with the UPS USB cable attached.

There is nothing during startup in the Event Viewer (as EV hasn't started yet), so I'm flying blind here.

Note that PowerChute Personal is discontinued.

Anyone else seen this problem?

[DayAfter]

I'm getting the following in event viewer:

[BillP]

@DayAfter @rveague @daldas @ikbenleo 

Hi,

Please log into the PowerChute web UI. Go to About in the upper right of the page. Scroll down to the bottom and click "Create PowerChute ZIP Archive." A zip file containing the PowerChute logs will be created in C:\Program Files\APC\PowerChute Serial Shutdown\agent. The file will be named PcssFiles-<timestamp>.zip

Example:

Please attach the file to this thread for review. 

Also, please list any other USB devices connected to the system and any malware/antivirus software that are running. 

If you're not comfortable with attaching the zip to this thread open a support case with local SE Technical Support and send them the .zip. Then post the assigned support case number to the thread and we will review the case information.

Thanks,

[oXydus]

Same

[LarryK]

I have seen this sporadically and haven't had the time to capture logs and open cases.

Tracking this issue just the same.