UPS SRTG6KXLI Identified as Prolific Device in device manager and under devices and printers

[gtoggs]

I recently purchased a UPS SRTG6KXLI. When i connect to my computer it comes up as a Prolific device under Devices and Printers. Then under Device Manager the driver is Prolific-USB to Serial Comm Port. I downloaded the APC-UPS driver and installed it. The UPS doesnt even show up under HID. The Battery section under device manager only appeared after i added legacy hardware and selected the APC-UPS driver to install it. It didnt appear automatically after connecting the UPS and when i install the Powerchute it cannot see the UPS even if i manually select the port its connected to. I have the NMC3 card connected via ethernet cable and its working. My problem is the UPS identified as a Prolific device NOT as an APC UPS

Can somebody help please?

[Teken]

Are the two systems connected using the supplied APC USB cable?!?! It comes across like you’re using a USB to Serial dongle converter.

Provide a photo of the cable and where it’s attached to the SRT UPS.

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[gtoggs]

its a usb cable similar to a printer cable. am not using a converter. its not the supplied cable i bought the UPS from a dealer without a cable

[Teken]

Which Power Chute Software and version are you using (PCSS vs PCBE)? Install whatever isn’t on the system now and report the outcome.

You’ll need to contact APC Technical Support for a copy of the legacy PCBE as it’s no longer available for download to the general public.

If you’re using PCSS see if there’s a difference between v1.3 vs 1.4 and ask for that too when you contact support.

As a sanity check I’d try another USB cable and testing what happens on another different computer system as well.

NOTE: In rare cases where the problem is not related to the USB cable / software / computer. You may consider performing a brain dead reset to the system as outlined in this APC FAQ:

https://www.se.com/us/en/faqs/FA156611/

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[gtoggs]

Thank you for your quick response. Firstly, i used 2 different cables and they doing the same. I downloaded PCSS it couldn't pick up the ups during installation. I had to manually select com port for software to install after that on opening the app it will show a 'communication lost' message. i went on to download PCPE and its doing the same. I did the brain dead several times nothing changes. Could it be a firmware issue?

Cos the other thing I noticed is that when I go to about section through the display panel I get all the other information except the ID number written next to the firmware version like other models in case I might want to update the firmware .

Secondly, I cant find Product ID anywhere on this machine when i wanted to register it. Not under the front bezel or at the back .Only the serial number sticker and QR code which doesn't open the link after several attempts to scan it

[Teken]

In the NMC 3 provide a screen capture under the About tab for both UPS / NMC.

In the interim you may consider installing PCNS and using the NMC to manage the target computer for a graceful shutdown.

Provide a full picture of the front and rear of this system for review.

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[gtoggs]

Please find the attached pictures for system review

[Teken]

As noted up above you may consider using the NMC 3 and PCNS Software to help manage the graceful shutdown of the target computer system.

You may also consider using the RJ50 (RS-232) Serial port with the supplied cable to make the connection. You’ll need a USB to Serial adapter dongle if you don’t have a RS-232 port on the computer though.

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[gtoggs]

will try that one. thank you. 

changing the cable is it going to also remove the Prolific Driver?

what about firmware update for the same machine. can i use usb flash drive and update through the NMC3? also how do you identify the machine for downloading the package cos the machine is not listed on the software downloads site. it doesnt have ID code next to firmware version like other machines if you check on of screenshots i posted.

does this particular model has updates. NMC3 says its a RT6000 model. part number on display panel says SRTG6KXLI.

[gtoggs]

seems RJ50 to usb is hard to find. i can only find usb to RJ45

[Teken]

Q: changing the cable is it going to also remove the Prolific Driver?

A: Any existing drivers on a computer will remain unless removed by the user. If you need a USB to Serial adapter dongle it would require its own dedicated drivers to operate correctly.

Q: what about firmware update for the same machine. can i use usb flash drive and update through the NMC3? also how do you identify the machine for downloading the package cos the machine is not listed on the software downloads site. it doesnt have ID code next to firmware version like other machines if you check on of screenshots i posted.

A: Public facing UPS firmware is available using this resource link:

https://www.se.com/us/en/faqs/FA279197/

If the UPS ID is not listed in the chart then none is available for this specific model UPS.

You may consider reaching out to APC Technical Support to see if there is a newer version available.

Keeping in mind the only recommended method to update UPS Firmware is directly with the supplied APC Proprietary RJ50 -> RS-232 DB9 Serial cable.

If the unit supports USB updates directly with a dongle than that can be used as well. Updating via NMC has a high percentage of failure along with Smart Connect if supported.

As it relates to upgrading the UPS Firmware this is an extremely high risk procedure and thus must always be done while the system is in warranty and done live over the phone with APC Technical Support! ☝️

Ignoring the above can leave you with a bricked unit that can’t be recovered by the end user.

The UPS ID typically can be found using the following methods: LCD, NMC, CLI, SNMP, Power Chute, and on the main boards MCU.

Assuming the (FUW) Firmware Upgrade Wizard supported your specific model UPS the software would also provide the UPS ID during the scanning process.

NMC 3: The AP9641 firmware can be updated separately and independently of the UPS Firmware. You’re currently on v1.3.3.1 and the last release (not related) to SNS which is 2.5.5.1.

The latest SNS is on 3.X.X now if you subscribe to the Secure NMS.

[Teken]

Also note the product listing for your unit indicates only PCNS is supported:

https://www.se.com/ae/en/product/SRTG6KXLI/apc-smartups-rt-6kva-230v/

This would explain why PCSS / PCBE does not work as it’s not supported. 🤦‍♂️

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[gtoggs]

thank you for your assistance