"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]

I am having the same problem. Model # BE750G; Serial Number 3B0817X00462. I get persistent message that the unit is unable to communicate. They pop and within a second or two, communication appears to be reestablished. I have had time to really troubleshoot the problem. Since it appears to be restricted to the BE750G, I am guessing the problem is with the specific battery software - hardware combination.

I am running WinXP with SP3 installed. I have an ABit AN8 motherboard.

I am not interested in disconnecting my audio speakers or uninstalling the Powerchute software to make it work.

Is there a fix in the works?

[BillP]

You can add this to your data. I'm having the same issue with a BE750G with PowerChutePersonal 2.1.1 on Vista Ultimate on a system with an ASUS A8N32SLI-Deluxe motherboard, 2GB of RAM, an AMD Athlon64X2-4800 CPU and an ATI Radeon 1900-series PCIE video card. The only other board in the system is a Creative XFI Platinum. The BE750G is one I got in a TradeUPS exchange for an old TrippLite INTERNET750U unit that had failed. The serial number of the BE750G is 3B0816X18541. I have tried two different USB cables with the same result (I got two units, one is being used with a TiVo and so I don't need to use its USB cable).

Message was edited by: rlcronin

[Anonymous user]

I can concur. I "downgraded" from the 2.0 software to the 1.5 version and I'm pretty certain the popups have stopped happening now.

A couple of questions:

1) What fixes/features/etc. am I missing (other than the popups) by using the 1.5 software instead of the 2.0?

2) Since this seems like a software problem, can I expect a patch at some point to fix it, or should I consider exchanging the unit for a different model? This is also somewhat dependent on the answer to question #1, as I'd like to know what I'm missing by using the older software to decide if that is an acceptable long-term solution.

Mike

[TheNotoriousKMP_apc]

Outside of a more friendly interface on 2.0 than 1.1, I'm still in the process of finding out what the key differences/support features are between the two. As far as UPS functionality with the software, they should be the same.

I'll post back when I have a definitive comparison.

[Anonymous user]

Hello Techie,

Ok haven't been back for long time and i see APC is not fixing anything here what is going on ??? The link you gave says (Click here to download the PCPE version 2.2 for Windows 7) It also says this on the download page [Windows 7, Windows Home Server, Windows Vista PowerChute Personal Edition v2.2 for Windows 7, Vista & Home Server (English Only) SFPCPE22 01/15/2009] This is not Win7 version "Try Again" it says 2.0 XP Version when installed? (Screen shots included) The programmers need to fix this issue and be done with it!!! And why is there a patch for everything OS's? Put this all in one download as "Per" Os then we have only one DL and not 2-3 etc... to get things to work.

1-Pic Tells me it is v2.0 and for windows 2000/xp/media center < (Not for Win7)
2-Pic Tells me it "unable to disable" native power management < (Probably cause it not same version)
3-Pic gives info that is wrong software version 2.0 < (not 2.2) Operating system XP < (Win7 running)

I would have thought APC would have fixed this issue long time ago it not hard and just in my own mind you should offer two versions when you have Win7 software (32-64 bit versions)

Wow glad i just use Microsoft Native control on my unit seems to work so far 🙂

Message was edited by: Daniel (Sorry it did not load my pic in right order) should be good now 🙂

-Regards-
Daniel

Message was edited by: Daniel

[BillP]

For what its worth, I have obtained the beta software and installed it on 3 Vista Ultimate PC's, one 64-bit and two 32-bit systems and so far, I haven't seen any more of the "Unable to communicate with APC battery backup" messages. So, if you have Vista and have this problem, I highly recommend you contact APC for a copy.

Bob

[Cap1_apc]

Thanks for the feedback Bob.

I have also installed the beta software on my 32bit Vista box and I no longer get the communication issues.

[Anonymous user]

True Phil i haven't been on here in long time and i still see no fix for XP users did APC forget about us?? I mean there a fix for vista and some say to try that with net framework 2.0 add to run, mine gives error and says xp does not like cause of xp logo. So fix that and we will have software too 😄 Also windows 7 is just around the corner and some running now.

Also Phil you can run 1.5 version seems ok that what i using you have to download it for there site http://www.apc.com/tools/download/index.cfm
I don't get the log in to download 😕 i tried that would not take tried 6-times had to do "forget password" and told me old one has expired << 😮 what?? Passwords expire ok new to me lol.

-Regards-
Daniel

[BillP]

this has not been forgotten about. a proper fix will be introduced in a full upcoming version of powerchute. not 100% sure on an ETA unfortunately so i dont want to set expectations.

[BillP]

hello everyone:

h1. {color:#ff0000}FOR WINDOWS XP CUSTOMERS ONLY:{color}
There is now a patch available for Powerchute Personal Edition 2.0 for Windows 2000/XP to help resolve the "unable to communicate with APC battery back up" with mainly the BE750G UPS but you can try it with any model.

h3. You {color:#ff0000}must{color} have Powerchute Personal Edition 2.0 for 2000/XP installed {color:#ff0000}+prior+{color} to installing this patch. If you need to download that, [click here|ftp://ftp.apc.com/apc/public/software/windows/xp/pcpe/200/PowerChutePersonalEdition.exe]. *That is the English version.
Again, this patch is for Windows XP (or Windows 2000) ONLY. It will not work with Windows Vista. Please check out the [prior post from myself|http://forums.apc.com/spaces/5/smart-ups-symmetra-lx-rm/forums/general/5382/batteries-inflated-now-i...] for information on that. You need to contact APC Support for the Vista version because the Vista file is a full version of Powerchute and is too large to post here.

If you have any questions or concerns, you can post them here or contact APC Support at 800-890-4272 or esupport@apcc.com or www.apc.com/support

Thanks!

*P.S. Don't for get to check the attachments for the files and {color:#ff0000}PLEASE{color}, if you are able to - post your results here on the forum!!!*

[BillP]

hi everyone:
h1. {color:#ff0000}FOR WINDOWS XP USERS ONLY (that tried the patch or are looking for it):{color}
Due to the apparent failure of the patch that was attached to my prior post, APC will be taking it down until further notice. We will need to investigate further so please stay tuned for another update....

We appreciate everyone's feedback that posted here as well.

Thanks!

[Anonymous user]

Please somebody help me.

I was informed that people who are responsible for the distributiion of beta software for my Windows Vista program will contact me to download this program. It is now over two weeks now and I am still waiting for this beta program to download.

greensky

[Anonymous user]

From my post in another thread..

I used to suffer from the constant "unable to communicate" popups.
There is a program called USBDeview that will solve this popup deal until it decides to resurface again.
http://www.nirsoft.net/utils/usb_devices_view.html
Just unplug the cable to the UPS
Open the program
Find the UPS on the list (Name should be model, Description should be American Power Conversion USB)
Right click on it and hit uninstall.
Then just plug the cable back in and problem solved.
Takes 10 seconds at most.

Edit: Your settings are saved, just reinstalls the driver for the device.

[BillP]

here is another wrinkle.

UPS BR1500 (it has the modular plug connector for the USB cable)

constantly receiving message "unable to communicate with APC battery backup"

Powerchute 2.0

USB drivers are installed and recognized in the system. no errors.

Windows XP professional 2002 SP3 with all updates current.

from the discussion it seems to be a software problem. Any updates?

[BillP]

Hi Sterling,

Can you try to download and install the PCPE Update Patch? Click on the link to download it -> [PCPE Update Patch|http://www.apc.com/products/resource/include/techspec_index.cfm?base_sku=SFPCPEUPD100]

[Anonymous user]

I'm also having the "Unable to communicate with APC battery backup" problem, with the popup message happening at random intervals.

The BE750G is brand new, just installed about an hour ago. It is probably a unit made in 2008, since the Serial number starts with" 3B08", like some of the others in this thread. PowerChute says the battery was last replaced on 6/20/2008.

My machine is running Windows XP, service pack 3 and PowerChute Personal Edition 2.0. This new unit is replacing an APC BX900 / PowerChute Personal Edition 1.5 setup (which never had a communication problem).

I've tried, based on information found here and other places:
*ensuring the USB cable was properly connected, (with a successful "Run Self-Test")
*using a different USB port
*configuring Power Options to only use Hibernate and not Stand-By
*checking that the APC UPS Service is Started and on Automatic
*having Windows search for, and install, new drivers

Originally I had turned up the Sensitivity to "High", but returned it to the default "Medium". But because the notices are random, it is unclear if it has any effect.

As of 8/23/2008, there are no firmware or PowerChute 2.X (Windows XP) upgrades available on the APC support site. Here's hoping some APC engineers are looking into these issues!

[TheNotoriousKMP_apc]

I am working with Back-UPS and Software Engineers to try and find a commonground as to why this problem doesn't happen on PCPE 1.5 but does on 2.0.


For the time being, you can downgrade to 1.5.

[Anonymous user]

The Notorious,

Just an update from me I too switched to 1.5 version software and seem to be running ok. Had to download do not have older UPS Backup w/ disc. Can I get a disc sent out for the 1.5 version?
Let me know thanks.
-Daniel

[BillP]

DarkFire, thank you and that's a useful program anyway, but it didn't work for me - I was still getting those "unable to communicate" popups. I finally gave up and rolled back to PCPE 1.5 (I'm running XP Pro SP2). Let's see if that will help. I am so frustrated after shelling out more than $90 for this unit.

[Anonymous user]

Hello I am also getting the dreaded "Unable to communicate with APC battery backup" popup bubble on My ups BE750G serial number 3B0817XXXXXX. I have done some tinkering around with my computer by reinstalling the USB bus drivers and by reinstalling the 2.0 software. I also found a old 4 port usb 2.0 expansion card and also used a different cord from my older ups unit but I still get the same popup bubble every few mins as well.

[TheNotoriousKMP_apc]

Hi Kevin,

What Operating System are you using?

If you contact support, they're goign to request the following information:

Screen shot of Services running
Screen shot of USB Host Controllers and driver name/date
List of all software installed

[TheNotoriousKMP_apc]

Hi Kevin,

If you don't want to go through the process of having information gathered from your system and providing screenshots, etc., when you contact support, you can downgrade to PCPE 1.5 that is in a link in one of the above posts.

However, if you contact support (or any further customers reading this thread that are going to contact support via telephone or email), we're now required to gather the following information:


Exact model computer
Operating System and Current Service Pack
Version of PCPE installed on the system
Detailed list of additional USB devices connected
Applications/Programs which may actively poll the USB ports, i.e. iTunes, Blackberry Services, Omnipass...etc
Type of mother board, processor
Available disk space, RAM
Type/Model of USB Host controller

This is so we can gather more detailed information to determine the root cause of the problem.

I appreciate everyone's help in this, especially if people with whom I've worked to replace the unit before can post this information as well.

[Anonymous user]

Hi Notorious,

I thought I’d post since I seen this asking for hardware & data?? I don’t see what this is going to help. The 1.5 version seems to run ok for the people using it. I have gotten twice with the (“unable to communicate with apc”) since downloaded software. I’m just not happy with the thread below that he stated the Problem Solved!! You cannot have tweaking in the control panel for battery backup with software!! Unless he is not running software does not say he loaded it again. Also if he did you need to reboot to run of software or your still running on native & software!! (and you won’t get the error because I can do the same thing with mine) once I power down system the next time turn on the apc looks for software installed and runs of that only. So I guess the question at hand is why does 1.5v run and 2.0v doesn’t????

PROBLEM SOLVED -
OK, here it is for posterity.

Just to be thorough, I plugged in the APC UPS as normal, let Windows do it's thing, then installed PowerChute.
I rebooted for extra measure.
APC PowerChute warned me that HIBERNATION was not enabled, so I enabled it.
I rebooted.
I uninstalled and the problem was still there.
At this time the APC is NOT plugged in to my PC.

SOLUTION -
I went into Device Manager.
I chose to select and UNINSTALL anything APC related under BATTERIES.
I rebooted.
However, I noticed that under HID(Human Interface Device), the APC USB UPS item was still there!
I manually UNINSTALLED that with a right click. It disappeared.
I rebooted.
Plugged the APC UPS into the USB port. Windows found it. Installed it.
And Tah-Dah....under Power Options, the battery/native UPS tweaking had returned.

I repeated this on the other PC and all worked exactly once again.

So, basically,
1 - Make sure there is nothing APC related under the Device Manager.
2 - Reboot.
3 - Double check for APC items in Device manager to be sure.
4 - Plug in APC UPS unit and all should be well.
OK, so now that I am an official APC tech support geek, can I get a free hat mailed to me Kevin?

[TheNotoriousKMP_apc]

Daniel wrote: So I guess the question at hand is why does 1.5v run and 2.0v doesn’t????

We're still investigating the communication style difference between 2.0 and 1.5. At this time, we're taking a slightly different direction into investigating what is causing this overall, not just between the two software versions.

[acellier_apc]

New BE750G, with MacOSX 10.6.8 on 2008 iMac - Nothing at all detected on the USB cable (looking in System Profiler's USB section, also trying to run apcusbd related apps)
Is this the type of problem everyone has been having for several years?

[Anonymous user]

Just wanted to add another data point for you:
Having the popup problem with Back-UPS XS 1500 LCD, Serial JB0811017309, running on a home built system with WinXP Pro SP2, ABIT KN9 SLI motherboard, Phoenix BIOS LTD 6.00PG (1/16/2007), AMD Athlon Duo 5600.
Hope that helps. Will be interested in hearing about the final solution. Will download v1.5 meanwhile.

[Anonymous user]

Notorius...I'd like a response please to my messages.. When I contact support they want to send me a new cable....Are they that out of the loop?

[Anonymous user]

Notorious,
I am also experiencing these popups, about every 5-10 minutes or so.

Running Vista Home Prem 64 and v2.1 of the APPE so I am unable to downgrade to v1.5. I do not get the USB disconnect/reconnect ding as mentioned above in the testing steps. The unit is directly connect to the PC and using different USB ports makes no difference. The odd thing is that is intermittent...ie sometimes I get it every 5 minutes or so, sometimes it goes an hour or so and then picks up again.

The unit is SN 3B080etc manufactured in JAN 08 per the build sheet. I just purchased a few days ago so I am within my "return window" but it sounds like a replacement BE750G would not change anything. Is the upgrade offer to the 800BLK model still available?

Thanks,
Mark

Message was edited by: 78Staff

[TheNotoriousKMP_apc]

Mark,

Do you happen to have anything like a USB Game Controller, Itunes w/ an Ipod or any type of Media device attached to your PC with a software application running to control it?

I don't believe the BR800BLK is an available option anymore, as we're uncovering more information as to what's causing this. I have a 750G that was given to me for testing, and I know how to force the problem to happen, as well as what to do to make it go away.

[Anonymous user]

Hi NK,
No media devices - I do have a TomTom 720 cradle connected, as well as a Treo 750 cradle, and a bluetooth USB stick for my MS Keyboard and Mouse.

I'd certainly be happy with the "make it go away" solution 🙂 you have, assuming it will work on Vista 64.

Thanks
Mark

[TheNotoriousKMP_apc]

Mark,

I don't have access to those devices to test on my own. However, if you disconnect everything USB except for the UPS, I'd be curious to see if it stops. It did when I had that problem. Thus proving that there was no problem with the UPS, moreso of an incompatibility with a software application that's polling the USB ports continuously.

The configuration for Native within Vista is outlined in this K-base:
http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=8536

[TheNotoriousKMP_apc]

Thus far, strangely enough, it's only been reported by customers on the 750G. I have not seen any of these issues from any other units.

[Anonymous user]

Well count me in. I too have a brand new 750 just delivered from Amazon. 3B0824X02043. Running Windows XP SP3 on a MSI motherboard. 3 Gig Ram 500 gig HD.

Weird thing is I installed the supply on Wed and did not have an issue until today Saturday.....

Brian

[Anonymous user]

Notorius...I just saw in another threa that this problem was being reported to you back in March. 7 months and still no solution from APC? How do I get this unit replaced with a working unit and by working I mean one that can be monitored with your software. Exchanging at Amazon does no good since they have the same units and I don't have the box any longer.

Brian

[Anonymous user]

NK,
Unplugged all USB devices other than UPC (and bluetooth stick), got no alerts for about an hour but then they started occurring again. Not as often as before, but still here and there. Later I will unplug the BT also when I don't need to be on the PC for awhile...

Mark

[Anonymous user]

Notorious,
I still received the comm errors, although not nearly as often. Before it was pretty much every 5-10 minutes, without any other USB devices I would see them only every once in awhile, maybe a few times an hour.

Since removing all USB peripherals is really not a option I want to pursue, and since the unit was only a few days old I went ahead and exchanged for a different unit. I intended on getting the BX900R since it was the next model "up" in Circuit City's stock, however they also had the BX1300LCD for only a few dollars more so I went with it. Hopefully a good decision ;).

One general non-USB related question, the manual of the BX1300LCD says to charge for 18 hours before using, however the LCD panel shows a full charge right out of the box. Is it ok to go ahead and connect everything or should I let it charge without any devices connect for the 18 hours?

Thanks,
Mark

Message was edited by: 78Staff

[TheNotoriousKMP_apc]

You can use it right out of the box. It'll charge on its own with a load attached.

[Anonymous user]

Model: APC 1250VA
Installed: June, 2008
Running Powerchute Personal Edition 2.0 (from cdrom supplied with the UPS)

Please note that I have been watching this thread since July 31 when I googled the problem message.
I have finally decided to join the discussion because someone mentioned this only seems to be happening to a particular model number. This problem started for us right around the last week of July, 2008.

Well, mine is a different model number, and I am also having "Unalbe to communicate with APC battery backup."

We are running Windows XP. The motherboard is an AOPEN AX6BC running a celeron 1400 processor via a Slot1 to Socket 370 converter. We have 512 mb of ram.

Except for this annoying message which appears at least every 5-10 minutes, the computer runs like a champ.

[TheNotoriousKMP_apc]

While I understand that you are experiencing this issue, if it's happening on an off model that is not the BE750G, you can test if the same troubleshooting steps mentioned before work, but chances are, the root cause of that is a USB problem on the UPS, or a loose cable.

[TheNotoriousKMP_apc]

Sorry,

This thread fills up quickly and it was also a weekend post, which I just clear out for whoever comes in on Monday.

The new cable won't do a thing, there's no reason in taking receipt of it. The problem has been detailed and discovered, and as far as I know, a replacement UPS is no longer an available option if the UPS can be used in conjunction with Power Options built in support. I'll have to double check, but since we've been able to isolate down to a few selected re-occurrences, we're waiting to see what our testing with the newest version of PCPE has to say.

I'll post back tomorrow with what I receive as information from those above me.

[BillP]

Hi, I've been getting this message for years (3 or more). Two different pcs. My problem only seems to happen on boot up. Can go weeks without the error and sometimes every day. I've had it with either version of the software. Trying to use the monitor built into windows doesn't work, it also loses communication. I've been sent several different cables with all the same result.Everything on the pc is usb and I never have any issue with other hardware. Unplugging from the back of the ups, then replugging, lasts for the duration of the pc running. Back-UPS cs 500, Windows XP sp2

Message was edited by: miadlor

[TheNotoriousKMP_apc]

In your case because it is a CS500 and not the BE750G, my guess is that it's the UPS itself. Especially if it happens over 2 different PC's.

This would be a completely separate issue than what we're seeing with the 750G.

[BillP]

I've been having this issue almost since the day I installed it. Any chance of it being covered? Do they keep records on the issues?

[TheNotoriousKMP_apc]

I've been working at APC for 3 years now, and can honestly tell you there've been no issues communication wise with the any Back-UPS product.

If you post the serial number here within the next 75 minutes I can check warranty status for you.