"Unable to communicate with APC battery backup"

[Anonymous user]

"Unable to communicate with APC battery backup" I have tried all of the treads in here and no fix. I just uninstalled the software and have not had any beeps yet. Seems weird because this ran on other computer I have with no problems the only difference is I have windows XP now. Seems like it’s the software just needs firmware or update to make work better! Microsoft has gone to SP3 I don’t know if others have updated to this or not but there could be an issue there. APC is sending replacement unit and we will see if will work or not? It’s a great product and I like features on it. Would be nice to have dual plug in on battery side to run two computers if wanted. (That way you would not have to unplug anything to run systems) just a thought for them to improve on it.

[Anonymous user]

So where is the fix? I've installed the patch and still get this error.

[Techie_apc]

hey Gary,

Could you please confirm us the exact Model number of the UPS? You can find the UPS model number on a white bar code sticker at the rear of the unit.

[Anonymous user]

"Unable to communicate with APC battery backup" I have tried all of the treads in here and no fix. I just uninstalled the software and have not had any beeps yet. Seems weird because this ran on other computer I have with no problems the only difference is I have windows XP now. Seems like it’s the software just needs firmware or update to make work better! Microsoft has gone to SP3 I don’t know if others have updated to this or not but there could be an issue there. APC is sending replacement unit and we will see if will work or not? It’s a great product and I like features on it. Would be nice to have dual plug in on battery side to run two computers if wanted. (That way you would not have to unplug anything to run systems) just a thought for them to improve on it.

[Techie_apc]

Hi Michael,

Is your issue resolved after following the above instructions? let us know if you have any question.

[Techie_apc]

Hi Jay,

I would like to gather some more information from you to fix the issue. Could you please provide me the exact Model number and Serial number of the UPS? you can find these details on a white bar code sticker at the rear of the unit. What is Operating System and Service Pack of the Computer? What is the version of the Power Chute that you are running? Is the USB cable directly attached between the UPS and Computer? If possible, could you please post a screen shot of the error message?

[Anonymous user]

Model Number BX900R-CN
Serial Number BB0842015351
Windows XP SP3
Power Chute 2.0 with the update from the website
The USB Cable is currently plugged into the USB port in my keyboard.

I cannot post a screenshot at the moment. I will when I can

[Techie_apc]

Jay,

If possible, attache the USB cable directly between the Computer USB port and the UPS data port, and check if it makes difference. Is the loss of communication error message occurs randomly? Do you see any error message on the PCPE screen when you open it? Does it establish communication on its own when you open it? Do you see "American Power Conversion USB UPS" in Device Manager under Human Interface Device when the USB cable attached?

Secondly, you do not need to install the PCPE patch on your Computer for this UPS.

[Anonymous user]

I am running windows XP on my system.

[Anonymous user]

This is the BE750G model.

Thanks,E

[Anonymous user]

First of all I know that APC recommends using PCBE whenever you are running a server. However, I administer a small server for a non-profit organization which only has two workstations attached to the server, with the exception of a wireless user now and then. I am running Windows Server 2008 and want to know the following:

Can I use PCPE since I'm only dealing with one server or does the server os require PCBE?

Will this UPS, the 750, work with PCBE and is PCBE available to me? If so, do I need to buy the software or is it free?

If the UPS requires PCBE and there is a cost for the software, as the company is a non-profit animal rescue group with a very small budget I may be able to get my company or one of our donors to purchase the software for us.

Thanks in advance for any help.

Gary

[Techie_apc]

APC Power Chute Business Edition software will not work the Back UPS BE750G via the USB cable. If you just want the Server to shutdown gracefully in the event of power failure, then I recommend you to configure the USB native support in Windows 2008 Server. Go to "Power Options" to configure the Windows inbuilt power management.

[Anonymous user]

I have attached the USB cable direct to the usb ouput on the computer and it seems to happen less frequently now but it still happens. One thing I have noticed is the connection at the UPS doesn't seem quite right. It doesn't snap in freely like a network cable end should..... It does go in but with a little pressure. I don't know if this is an issue or not.

[Anonymous user]

NK,
I will try and report back...

Also, does this comm issue occur only on these BE units? I am considering upgrading to the BX900R especially if there are no software communication issues.

Thanks,
Mark

[Anonymous user]

I bought a BE750G last weekend. Just wondering if a 2.0 patch for XP Home is available now?

[Anonymous user]

Angela: I have been following this thread now for almost 2 years and APC has yet to solve the problem for WinXP. We have 5 of the UPS RS 1500 running PCPE 2.0 with the same problem, if it can be fixed in Vista why can it not be fixed in XP?

[Anonymous user · Accepted solution]

This thread has been open for a long time, is the answer to this question left at downgrade the software? I'm running Windows 7 and I get this message several time an hour. Here are technical data.
Model: Back-UPS ES 750
Serial number: 3B0908X35242
Firmware revision: 841.I3 .D
Date of last manual self-test: 2/23/2010
Result of last manual self-test: Passed
RAM: 3 GB
Free disk space: 95,957 MB
Software version: PowerChute Personal Edition 2.1.1

what do I need to do to make this stop?

[Techie_apc]

Hi Michael,

APC has released a patch which resolves the Intermittent communication loss when using the BE750G with PowerChute Personal Edition. You need to have PowerChute Personal Edition v2.2 installed on the system before applying this patch. So I recommend you to uninstall the PCPE version 2.1.1 and install the PCPE version 2.2 on your Windows 7 Computer.

Click here to download the PCPE version 2.2 for Windows 7.

After installing the PCPE version 2.2, install the patch. Click here to download the v2.2.0 Patch 1.

Installation Instructions:

1. Download the file "PowerChute Personal Edition Patch 1.exe"from the APC
website.
2. Double-click on the exe file.
3. Click on "Confirm Installation”.
4. Click on “Install” to proceed.
5. After a successful installation, click on "Finish".

I hope that this helps. let us know if you have any question.

[Anonymous user]

Same annoying problem here.

I can turn around and open powerchute right after the popup and communication appears fine. This problem is new. UPS worked fine for 6 Months, issue started in last month or two.

Model: Back-UPS RS 1300 LCD
Serial number: JB07xxxxxxxx
Firmware revision: 838.H7 .D
USB firmware revision: H7
Result of last manual self-test: Passed
Last manual self-test date: 4/5/2009
Last battery replacement: 11/9/2007
CPU: Intel Pentium
RAM: 2,048 MB
Free disk space: 91,902 MB
Software version: PowerChute Personal Edition 2.0
Operating system: Microsoft Windows XP (5.1.2600)

Note: RAM display is actually incorrect. I have 3Gigs.

[BillP]

An upcoming release of PCPE will address this issue and be released soon. I will post back when it is released, i dont have an exact ETA so I dont want to set anyones expectations on an exact date but it is in the near future.

[Anonymous user]

Is there any word on that patch for XP yet?

I had a BackUPS ES 550 for about a year and it worked great. As soon as I upgraded to a new 750G (to realize the power savings) I'm seeing these annoying "Unable to communicate with UPS" alerts popping up from the taskbar.

DarkFire's recommendation of using USBDeview didn't work for me - I completely removed the software, uninstalled both UPSs (USBDeview saw the 550 and the 750G) then reinstalled the software. The messages came back almost immediately.

Must be something specifically wrong with the 750G and Powerchute Personal 2.0.... Guess I'll just have to uninstall Powerchute Personal and use the built in Windows UPS functions.

[Anonymous user]

My mistake. All you see these days in Officemax or Staples is the APC brand of UPSs. You figure with that kind of market share APC could fix the problem once they are aware of it. 7 months without a fix? That doesn't say much for APC.
Last week, I purchased the 750 and that same stupid message comes up. Guess I'll let Windows XP manage the UPS instead.

I hope the UPS works better than their software.

Phil

Message was edited by: NE-Phil

[Anonymous user]

My Reference # is 080810-000078. Model Number BE750G. My serial # is 3B822X37638 with firmware 841.12.D. I know you don't need it but my USB cable is 940-0127E. PowerChute Personal Edition version 2.1.1. Thank you for looking into the matter.

[Anonymous user]

I also have been having this problem with my BE750G from day one. I have contacted support many times with little or no help. I have tried everthing that has been mentioned in the forum and none seem to help. Support has stopped even answering my emails.I have asked for a replacement for my APC Battery Backup and received not even an answer. I am sorry to say that I have never in my life (70+ years) been treated so poorly.

[TheNotoriousKMP_apc]

Do you have either the APC Case # or Email Incident #?


I have an update that I need clearance to post on the boards, but in the meantime, I'd like to take a look at your incident(s) tomorrow morning.

[TheNotoriousKMP_apc]

Hi Brian,

I'm actually on a call concerning this right now. I will take control of the incident and we'll handle this back through email.

Let me publically apologize for the way your incident is handled.

I will be sure to address this with my bosses here.

[BillP]

For what its worth, I too have this problem with a recent vintage BE750G. I had an incident open over the Summer but kept getting the runaround. I even bought a replacement cable from the APC store but the problem still remains. I just checked back in here for the first time since mid-August and it seems that perhaps there has been some progress identifying the cause of the issue. Can I possibly get an update too, please?

Bob Cronin

[Anonymous user]

I have the same issue message with my new APC Back-UPS RS 800 FR :
I only succeded 1 time to communicate with him, under Windows 7 x64 :

Model: Back-UPS BR 800
Serial number: JB0936022---
Firmware revision: 9.o5.I
Software version: PowerChute Personal Edition 2.2
Date of last manual self-test: 27/03/2010
Result of last manual self-test: Passed
RAM: 4 GB

All is explained here :
http://forums.apc.com/spaces/4/back-ups-surge-protectors/forums/general/2082/es-350va-apc-failing-ov...

Is there a solution ?

[TheNotoriousKMP_apc]

Hi Daniel,

What was the original unit that you had? Can you post back with your findings when you receive the new UPS?

I have had this similar problem on my own UPS, but I've been able to isolate it to the front 2 USB ports on my PC, and I lose comm with not only the UPS, but my external hard drive re-initializes whenever it's connected to that pair of USB's as well.

Thanks.

[TheNotoriousKMP_apc]

This would be the first instance that I saw of 2008 units causing this issue. The investigated range that I was looking at prior was late 2007. Therefore, I'd take a look at the other thread to make sure everything's been isolated, and if you have access to another PC, attempt it on there as well because I don't think there's a communication problem with the newer product. At least, I'd like to hope not.

[Anonymous user]

Notorious,

The unit I have is a BE750G (3B0801X15462) The new one is same BE750G (3B0824X35172) Now I just got today 08-05-2008 and I ran the new disc on my old unit to see if issue changes (No).Hooked up new one loaded disc same issue. I’m in contact with Shidhu-[Incident: 080717-000516] I just sent him E-mail telling him same thing that the new does not work either and what does APC want to do about this? (I not to happy with all the loading and unloading of software and updates to try to make work, it messed my computer up to where I had two add/remove programs running and it was eating my HDD space) I have it back to normal now. Also I have tried all USB (4-rear, 2-front) and they all do same problem. So any ideas would be great!!!!!
-Thanks

Message was edited by: Daniel

[Anonymous user]

Ok now you lost me! There are 6-pages of issues on this unit in your forum chat room under “Unable to communicate with APC battery backup” I got my about the same time frame as some of the people I read in there. Didn’t this unit come out this year? Yes this is where I said software? The unit ran fine on my older computer and has windows 2000 Pro on it. Or at least I did not get any errors. When got my new computer updated and installed some programs loaded APC disc ran good for about 2 days and then issue. Now if you load disc problem comes up within ½ hour. This is my first response to the issue I had I tried some of the ideas and no good. So can we move this thread to 6-page so some people can see our answers. Mine is on is own. Thanks again
-Daniel


Re: Consistently get "Unable to communicate with APC battery backup"
Posted: Jul 30, 2008 10:50 PM in response to: BrianSNJ

Hey wanted to let you guys know this did not solve my problem with the "Unable to communicate with APC battery backup" This may have worked for him. I have a new Dell computer with XP Pro SP3. Funny thing is this ran on other computer before I got the Dell it is a Compaq with 2000 Pro SP4 and I had no problems with it at all? (Weird) The problem I have is when the USB cable is unplugged it does not see it in the device manager or the HID. (Like it should because windows is seeing you unplugged something) it picks it backup when plug in again. So the drivers are working fine. APC is sending a new unit (I hope) they said to upgrade to the BR800 sounds nice, but I like the features on the unit I have (The Monitor output) that’s why I got it!! Would like dual plug in to run two computers for control of monitor side. Just a thought. So if anyone was any thoughts on this let me know Thanks!!!

[TheNotoriousKMP_apc]

Daniel,

Unfortunately I cannot merge threads, so this is going to have to remain seperate.

As for your setup, did you uninstall the software and configure Native Power Options and turn on the audio to listen for the ding?

These units came out late last year if I remember correctly. That's when I became a member and started monitoring this myself.

But if you don't hear anything when Native is configured, then the problem is an incompatibility with between the two, which I have seen also.

[Anonymous user]

Yes I uninstall software and the unit runs fine no dings. Only does this when the software is used. Also tried software from download and does the same thing. (just tried that last one)
-Daniel

Have question about the 6-returns to you for testing? Doesn't seem like anyone in here is saying what or whose brand computer there running. So far as I see everyone has XP or XP Pro SP2-SP3. Maybe the problem is with just certain brand computer? (Drivers and or software) I have personal ran both SP2-SP3 configurations and got the same “unable to communicate” uninstall software and windows runs if fine. I also said before runs fine with 2000 pro and no error. Different computer brand (HP). The newer one is a Dell. Right now I have two of these units (BE750G) and they both do same thing. Hope others can comment on what computer brand have to pinpoint maybe. You know XP got shut down and maybe some problems there. (Like I got new computer before XP got pulled)

Message was edited by: Daniel

[TheNotoriousKMP_apc]

I can't say what the other systems were unless it was posted in here - the system specifications were never required for replacement.

But the 6 that were returned for this reason and in our lab, are all on different OS's, but Dell machines. So I don't think it's a problem with the Dell Chipset. Unless it's just isolated.


I'll try and investigate further for you.

[Anonymous user]

I just bought mine from amazon really cheap are they selling the bad ones? How do you tell if its 2007 or 2008?

[TheNotoriousKMP_apc]

Chris,

The serial number should be something like "JB07XX or JB08XX" indicating the year in which it was manufactured.

I'm editing this post to clarify my Amazon.com not being an authorized reseller statement.

My apologies. Amazon.com certainly is. However the discrepancy lies where if you purchase through amazon.com from an amazon end-user. The warranty is void as it is non-transferable.

Message was edited by: The Notorious K.M.P.

[Anonymous user]

Kevin,Chris

I would check with APC because I got mine from Circuit City and there not on the list either!! And I E-mailed to see if I would get warranty from them if purchased. They said yes, so why aren’t they on the list for dealers? Maybe they pulled contract from them. I don’t really understand what warranty is for? They keep talking about 30-day return.

[TheNotoriousKMP_apc]

Daniel,

Circuit City is most certainly an APC distributor. What list are you referring to?

The "30-day" discussion is brought up because monies exchanged with the purchaser, and CC has a 30-day return policy. Therefore, if it's within the first 30 days of purchase, we normally advise for a faster turnaround time, going back to whom you purchased the UPS for an exchange. Outside of the first 30 days the remainder of the warranty with APC takes over.

[Anonymous user]

Kevin,

APC online list does not show C.C. (List Below). Also this unit did not come out till this year. The APC Back-UPS ES 750 (BE750G), which carries an estimated retail price of $99.99, is currently available in select retail locations and will be introduced in North America in January 2008. For more information about APC and its other innovative power protection solutions, please call 800-877-4080, orvisit APC’s Web site at www.apc.com.

On the 30-day return I would have took back, but problem did not come up till I got a new computer. So it was defective for the start, but my other computer didn’t see it. This is why I contacted APC. Then got told it was my computer (drivers), so had Dell remote 2-times to see what problem was to fix since brand new. Now so far I had to restore computer back to default settings to fix issues with all the playing around with drivers, uploads, updates, disc installs/uninstalls (not to happy camper) So right now have two units with same problem and APC wants me to pay shipping back for return unit and new one is defective? Makes no sense to me.

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[TheNotoriousKMP_apc]

The error message should be generated through the software, not a web browser. The UPS has no interaction with any web browser.

Have you uninstalled the software, rebooted, and configured Power Options to see if there's any "ding" sounds indicating the UPS or a USB device rather, is being disconnected and reconnected?

Do you have the serial number on the UPS as well?

[Anonymous user]

Hello,

I am having the same issue, "unable to communicate with APC battery backup" message popping up from system tray every 5 minutes or so. My new Back-UPS ES 750 is generating this message. The message comes from IE 6 or 7 and Mozilla 5, running XP SP 3.


The message seems to be a false read, since I am able to run a self-test on the APC as soon as I receive the error message.

- Lolzyall

[Anonymous user]

I'm having this same problem! (case # C1696568348) Annoying "ding" and a popup bubble every 5 minutes or so. Obviously this is not just an isolated problem, has anyone figured out a solution? Should I take the unit back to Office Depot for replacement?

[TheNotoriousKMP_apc]

If it is still within the first 30 days, yes.

[Anonymous user]

Okay, thanks! I took it in and exchanged it. So far the new unit has been running for an hour with no popups (knock on wood).

The one thing that gave me pause thinking it was the unit itself was, I tried hooking it up to another PC (my laptop), and left it running for several hours with no popups. So, I assumed it with something with my computer configuration. I did try several different USB ports, that didn't seem to make any difference.

Maybe the problem only happens with certain PC/UPS combinations?

[TheNotoriousKMP_apc]

As I'm still personally monitoring this myself before drawing a conclusion to present to the upper-echelon of APC, I've noticed that it tends to do this a lot for different USB Host Controllers on Vista and XP, SP2 & 3.

[Anonymous user]

In case it helps with your research, the machine I was having the problem with is an older machine with an MSI K7N2 Delta motherboard (nForce2 chipset). The laptop (which didn't have the problem) is a Dell Inspiron 9200.

[Anonymous user]

For about 4 years I had been running an APC UPS with v1.5 PowerChute on my self-built Intel 855emvl system with no problems. Replaced it with a APC BR1500LCD a few months ago and installed the v2.0 PowerChute. The dreaded "Unable to communicate with APC battery backup" bubble would display intermittently, but sometimes many times a day. This was on XPpro SP2 and then also on SP3. Did many reinstalls, problem remained. Reverted back to the v1.5 PowerChute and the problem has completely disappeared.

Message was edited by: markeau

Message was edited by: markeau

[TheNotoriousKMP_apc]

Mark,

Thanks for the information. You've provided me with yet another troubleshooting step to determine where the problem lies with this.

Thanks again.

[Anonymous user]

Alas, I thought the new unit was not having the problem, but then late last night I started getting the popup again. It doesn't seem to happen as often, but it is definitely still happening.

I checked the serial number of the replacement unit and it is the JB07XX format (2007 run) again. Is there some way I could get it exchanged for one of the new (2008 run) models? Also, I might try the 1.5 version of the software, per Mark's suggestion.