USB Connection Problem.

[BillP]

This question was originally posted by Matt on APC forums on 1/27/2008

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I bought a Battery Backup ES Series BE750G recently from work after putting it off for so long. I get home to installing it, and everything starts to work fine.
Every now and then though, the computer will pop up with an error message reading that it cannot communicate with the battery. It stays there for 3 or 4 seconds, then the battery connects again.

I've tried everything I could think of to fix the problem. I tried switching the USB ports, I tried uninstalling and reinstalling the PowerChute software, I have the most recent 2.0 series, and I even tired disconnecting everything and putting it back together, but so far to my avail, nothing is working, and the same message continues to pop up.

Mind you this message pops up every 7 to 8 minutes, and every time it does, the computer makes an annoying alert sound.

I'm starting to think at this point that I may just have that bad of luck that I picked up a bad unit, but if that's the case I can just go back to Best Buy and return it.

Any help is really appreciated.

EDIT: My computer also reads that my battery has 6 minutes of life. I was just wondering if that was normal since the box does say it can support up to 70 minutes of runtime. Might be reading it wrong, but then again I would like to know. Thanks in advance.

Message was edited by: DolphinSpirit

[BillP]

This reply was originally posted by Matt on APC forums on 1/28/2008

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I'll let the battery take a nice charge over night then.

As far as the USB connection goes, it's done it after restarting the PC, turning it on and off, and bringing it out of stand-by.

[KVAr_apc]

This was originally posted on APC forums on 1/28/2008

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I can't answer your runtime question without knowing exactly how much total watts your connected loads is using. The runtime is completely dependent on connected load, much like you don't get the same mileage driving 55mph alone vs. towing a trailer.

[TheNotoriousKMP_apc]

This was originally posted on APC forums on 1/28/2008

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Hello,

After connecting the battery, how long did you allow the UPS to charge with no load attached? Recommended is 14-16 hours (or overnight) to allow for a full battery charge. The USB communication issue may lay with the three USB drivers required for operation of the UPS. Does this also happen when you remove the computer from a standby or hibernate state?

[TheNotoriousKMP_apc]

This was originally posted on APC forums on 1/28/2008

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Hello,

As for the yellow indicator, that is a common problem with customers who have Power Saver settings on their PC's. When the PC goes to hibernate/standby/sleep, it disables the USB ports as the hard drives power down. The problem with that is that is also disables the USB connection to the UPS, so when you turn your system back on/bring it back up, there is going to be a communication notification that occurred for the duration of the downtime. I would recommend making sure that the system stays on and never goes to sleep, because if that occurrs, and there is an actual power event that forces the UPS on battery, and needs to shut the computer down, it will not wake the system up to power everything down gracefully.

[cathudog_apc]

This was originally posted on APC forums on 2/10/2008

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I am having the same problem and I am set on power performance in the the error are not any set time sometimes they are a great distance apart and then it may do it 4 times real shot duration its a brand new unit have tried everything.

[TheNotoriousKMP_apc]

This was originally posted on APC forums on 2/10/2008

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Chris,

Are you configuring ANY Power Options in the control panel of the Operating System? The only thing that could turn off and not hinder the performance or even bring about a communication problem would be the monitor. Everything else would have an effect on the OS communicating with the UPS. Have you tried to follow the K-base to uninstall/reinstall or update the three USB drivers required for USB communication?

[cathudog_apc]

This was originally posted on APC forums on 2/10/2008

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I am set for high performance and yes I have did the three driver usb thing and swapped cables installed the software and reinstalled software tried different USB ports etc. I am going to do a restart again to see if that helps the problem ha thanks for the help.

[cathudog_apc]

This was originally posted on APC forums on 2/20/2008

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I was going to be sent a new data cable until I told him i tried a new cable and now he is saying it is a bad data port and I am being offered a new unit but i want too know if he can say for sure that is the problem or not I would take the BB model which I have 2 off and have no problems with them plus they give longer run times with fewer components plugged in to the back up ports.I am waling for a response form APC to tell me what unit I am getting in return

[cathudog_apc]

This was originally posted on APC forums on 2/17/2008

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Problem still existed after many attempts to fix so I have went back to the native vista power management and no usb problems noted also I should not I had a Bk 350 hooked to this same system and it worked perfectly so i think it is this unit.

[SaGeUvAgOnY_apc]

This was originally posted on APC forums on 2/19/2008

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I have the EXACT same problem as you may have read my other thread with this same problem. I am about to contact support again to see what can be done. They sent me a new usb data cable and it was not the problem. Clean installs of windows (Vista or XP) yield the same exact results. This is annoying 😞 It's NOT my power settings as I have everything set to always on.

[SaGeUvAgOnY_apc]

This was originally posted on APC forums on 2/25/2008

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What was the outcome of all this? I had the same problem and am being sent a new unit right now. Did you ever solve your problem DolphinSpirit?

[Rudley_apc]

This was originally posted on APC forums on 3/2/2008

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Dolphin Spirit,

What has transpired for you with this issue? I have the same problem, and have replaced cable X 2; tried a new unit, same issue. Currently waiting on a BE750BB as a replacement to see if this is the fix.

regards,

Rudley

[cathudog_apc]

This was originally posted on APC forums on 3/3/2008

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You are saying you tried another G unit from APC or a store and had the same problem. Who is sending the BB unit to you APC or your buying an BB unit.

[Rudley_apc]

This was originally posted on APC forums on 3/3/2008

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Good Day Cathudog,

APC sent me a new BE750GG that exhibits the same problem as the original: intermittent communication loss with the pc. They have committed to sending me a BE750BB unit to replace the new G unit already sent, to see if this remedies the problem.

I will post what happens when the new unit arrives.

"Trying to make sense out of nonsense, and there's no lack of raw materials here."

Rudley

[cathudog_apc]

This was originally posted on APC forums on 3/4/2008

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I just got mine and I am waiting to see if it has the problem and who is paying for all this return shipping not me i hope i am letting mine charge before putting it on line .

[SaGeUvAgOnY_apc]

This was originally posted on APC forums on 3/4/2008

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I received my new unit yesterday, and did not resolve my problem either. I guess I will ask for a BB model since these G's seem to have a conflict with many computers. I can't even think of anything in common that it could be. We have COMPLETELY different systems.

[cathudog_apc]

This was originally posted on APC forums on 3/4/2008

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I do not know whether this matters or not but I had the native Vista power scheme in and hooked up the new unit then installed the APC software and my new one as of the last 60 minutes is working perfectly just a thought. There mush be a real bad bunch of these in the inventory. Glad I got a good one finally and didn't have to send two back. CORRECTION I WAS WRONG MINE NEW ONE IS DOING THE SAME THING I APPLIED TO APC FOR THE BB MODEL THIS G MODEL OR THE SOFTWARE HAS A REAL PROBLEM.

Message was edited by: cathudog

[Rudley_apc]

This was originally posted on APC forums on 3/6/2008

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ARRGGH!!!! No, it's NOT 'Talk Like a Pirate Day". It IS " APC NOT doing what it promised to day". Latest word: No BE750BB's available, no availability date provided, just "please wait". Wondering if this issue may have something to do with the units being manufactured in the Phillipines, web search seems to indicate this as a possibility.

Waiting to hear from my contact @ APC for the next move.......

"Trying to make sense out of nonsense, and there's no lack of raw materials here"

Rudley

[cathudog_apc]

This was originally posted on APC forums on 3/6/2008

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I just got a response form APC and my new BB model will be shipped in 3-5 business days. So I hope it comes sooner than Later I am sick and tired of changing these units back and forth

[TheNotoriousKMP_apc]

This was originally posted on APC forums on 3/6/2008

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Cath,

Who was the rep that you spoke with at APC? If you noticed on some of the other threads it says a lead time is unknown, and I confirmed that this morning that are no new BB models available to ship.

[cathudog_apc · Accepted solution]

This was originally posted on APC forums on 3/6/2008

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Arun and he is a Customer Solutions Team Representative Thats the name in all my e-mails and he did not say anything about them not being able to provide a BB unit so far and I just check for e-mail.