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.

[ethanscott]

I'm getting the same error in my Event Viewer "The PowerChute Serial Shutdown service did not shut down properly after receiving a preshutdown control." It started to happen when I upgraded to version 1.3 on March 16, 2025. Event Viewer didn't log this error when I was on the previous PowerChute Serial Shutdown version 1.x prior to March 16, 2025. I reinstalled today (March 25, 2025) but am still finding the error in Event Viewer.

Here's my Zip file for your review. Let me know if you find anything.

I'm on Windows 11. I have keyboard, mouse, an Amcrest webcam and a samsung usb thumb drive attached to my HP Envy TE02 desktop (i9-12900, 96GB, 2TB Intel SSD, 4TB Samsung 990 Pro SSD, MSI RTX 5070 Ti Inspire). The only other USB connection is the one directly to the Back-UPS XS 1500M.

[fredkm]

This is a known issue in PowerChute Serial Shutdown 1.3. It was introduced with new feature 'Disable Alarm when PC is off or hibernating' which relies on preshutdown hook. As far as I'm aware the error in Windows System Log doesn't have any functional impact on PowerChute Serial Shutdown. The issue will be addressed in version 1.4. No need to send your troubleshoot zip files for this issue.

@rveague Your issue with OS not starting while UPS is connected is a different unrelated issue. Would you mind sharing your UPS Model, SKU, and firmware version? Model and SKU should be on the sticker on bottom of rear of the UPS. Model and firmware version are displayed in the About dialog in PowerChute Serial Shutdown. The SKU, which is important info for us, is only displayed in About dialog for some UPS models.

[ethanscott]

Danke. Good to know that there's nothing to worry about. I do indeed have "audible alarm disabled" and "hiberate" selected as options in version 1.3. Appreciate the explanation.  Look forward to version 1.4. 

[rveague]

Did not find an "SKU" label, but have the following information from the tag on the bottom:

Model: BN1080G / Serial: 3B1406X08359

Firmware: 914.L2 .D / 01.01a (1201 - 19)

PowerChute Serial Shutdown Agent: 1.3.0.301 / Build: 1.3.0-b43da2baa

Java Version: OpenJDK 64-Bit Server VM (17.0.12+7)

O/S: Windows 11 Core

Does that help?

[LarryK]

"Serial: 3B1406X08359"

That is the oldest, seemingly in active use, serial number of any device I've seen in the past 10 years.

Kudos that your device is older than that...  I'm surprised the electronics (still) work.

[fredkm]

@rveague With Windows 11 Core do you mean Windows 11 IoT Enterprise LTSC? Or do you mean Windows 11 Home?

I'm thinking it might be a problem with the UPS USB HID driver. Question is if the issue is with Windows 11 (and might get fixed by a Windows Update), or if the driver requires an update to work with Windows 11 Core. Also, to exclude it's a UPS issue/defect, it would be great if you could hook up the UPS to a Windows 10 machine and see if you can reproduce the issue.

[rveague]

It's running Windows 11 Home (which reports as Windows 11 Core in "Settings -> Systems".  It is up to date on patches, and I no longer have a Windows 10 machine around.  Although, it did work fine for a long time, so I assume something in a semi-recent Windows Update changed something.  I will be building a new (unrelated) server and will try it out on that system to see if different hardware produces different results and report back.

[hap1marr]

Is there a projected timeframe (e.g. January, 2026) that PowerChute Serial Shutdown 1.4 will be released?

[fredkm]

My information is Q3 2025, depending on release date of new UPS model for which support is added in 1.4. Earlier release (or patch) only in case of critical vulnerabilities in 1.3 coming to light.