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UPS Keeps Losing Connection

APC UPS Data Center Backup Solutions Forum

Schneider Electric support forum for Data Center UPS, software and services including our APC offers designed to share knowledge, installation, configuration, and general product use.

bohemianguitarguy
Crewman
Crewman

UPS Keeps Losing Connection

I have the APC 1500 Smart UPS with SmartConnect and the PowerChute Business Edition server edition 9.2 Build 604. Recently, the console started losing the connection. I have the UPS connected directly to my PC using the USB ports. It had been running fine and I could login to my UPS online interface and view the status and had setup my configuration to send notifications when there were any issues. The lost connection just started happening a few days ago. I saw multiple threads about this issue occurring and I've tried some various solutions offered online and nothing has worked. I've tried changing to different USB ports and that hasn't worked either as well as going to the Advanced Settings in Power Options and made sure the USB selective suspend setting is disabled. Nothing has worked.

 

This post identifies the same similar issue that I'm encountering: https://community.exchange.se.com/t5/APC-UPS-Data-Center-Backup/UPS-Communication-Lost/m-p/339555 

 

However, on my UPS, I don't see an option to select Mute  + Menu to restart the comm port.

 

Any suggestions on what to try or how to fix this issue would be appreciated.

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bohemianguitarguy
Crewman
Crewman
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Re: UPS Keeps Losing Connection

As a follow-up to my original post. I am wondering if the issue may be related to the USB cable I'm using. The one that came with the UPS battery was the serial cable, but I'm using the USB and I purchased the following USB cable from Amazon to make the connection: https://www.amazon.com/dp/B00P0E3954?ref=ppx_yo2ov_dt_b_product_details&th=1 

 

I did read some information that I found online about certain USB cables might not work correctly. I was looking for the replacement part for the correct USB to USB cable, but I could not find it. Can anyone point me to a link where I can get the the approved USB to USB cable that will work with the APC 1500 Smart-UPS with Smart Connect? If I can get the correct cable I can give that shot and see if it fixes the lost connection. Every time I try and reset the port it losses the connection within a few minutes now. Very frustrating.

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