bx1500g computer will not boot

[Anonymous user]

With the UPS connected, the computer will not boot. Without UPS connected, boots fine.

Windows 7 Home Premium 64-bit. Dell Inspiron 580.

[BillP]

Phil,

connected how? When the AC cord is plugged into the UPS? If so which outlet group are you plugging the power cord into? Also, what is the serial number of the Back-UPS?

[Anonymous user]

@bill

Thanks for taking time to reply. But I've given up.

I'm a well seasoned Windows user. This should not be a complicated task. I've gone through the installation steps very carefully, making notes as I go so can reproduce the steps exactly each time, with adjustments only where I've spotted something I need to do differently. I even purchased as second APC device, thinking that might make a difference. No change. (The two devices were BX1500G, BN1080G.)

The fundamental issue is in the design of the software. You can't install the software until the device is connect; you can't connect the device to download the software, because you can't boot the computer with the device connected--meaning the ups is plugged into the wall outlet and the computer system unit, monitor, and keyboard are connected through the UPS.

I spent a total of 2 hours chat with technical agents for APC and they were unable to come up with any suggestion that fixed the problem, nor did they spot anything wrong with the steps I was taking. Yes, they did come up with a couple changes for me to try but nothing helped.

I've now installed and I'm booted through a competitor's device. I won't disrespect APC for providing this forum by mentioning the competitor's name, but I will say I purchased the 3 devices from a store that sells both brands.

Again, thanks for taking the time to reply and allowing me to do a bit of venting.

Phil.

[BillP · Accepted solution]

Phil,

Sorry for the inconvenience. What is the case number you were provided while working with support? I would like to review the case note to see if I can find a solution. 

If you don't mind I have a few question

1 - Would the PC not start if the USB cable was connected?

2 - You mentioned our software, were you able to install PowerChute Personal Edition?

3 - If you booted the PC and then attached the USB cable what would happen?

Thanks and again I am sorry to hear of the inconvenience.