Instalación de PowerChute BE Agent por USB no pasa de "checking for the presence of a UPS"

[esau_guel_apc]

This was originally posted on APC forums on 10/14/2013

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Hola mi problema es el siguiente.

Tengo un Smart-UPS 1500 modelo SUA1500 conectado por USB A a USB B a una PC DELL con Windows 7 Ultimate de 32 Bits, al iniciar el instalador PowerChute Business Edition v9.1.1 y seleccionar instalar el Agente se queda en la ventana con la leyenda "Checking for the presence of a UPS" y no pasa de ahí.

Al conectar el USB a la computadora windows reconoce el UPS y lo instala y puedo observar la carga de la batería desde las opciones de energía de windows, sin embargo me es necesario instalar el agente para administrar remotamente el UPS del equipo y el puerto serial de la PC ya está ocupado por otro dispositivo (impresora de tickets EPSON).

Espero me puedan ayudar a instalar el agente.

P.D. El mismo problema ocurre con 2 computadoras de las mismas características y 2 UPS del mismo modelo conectados de la misma forma.

[BillP]

This reply was originally posted by Bill on APC forums on 8/26/2014

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Hi,

Model SU1000i does not have a USB comm port. What color is the Smart-UPS? If you look on the back of the unit there is a white tag that displays the model number and serial number. What are they? 

When you go to Control Panel - Device Manger - Batteries is APC UPS or HID UPS Battery displayed?

When you go to Control Panel - Device Manger - Human Interface Devices is American Power Conversion USB UPS displayed?

[gfenley_apc]

This was originally posted on APC forums on 8/27/2014

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I have exactly the same problem. Unit is a SmartUPS 1000 XL black case, no LCD (model SUA1000XL).

PC is a Dell Poweredge server running Windows Server 2008 R2.

Connection to UPS is via USB.

Device manager shows both the APC battery and APC HID drivers.

If I run the installer from the PowerChute 9.1.604 disc, it hangs at the "checking for presence of UPS" dialog.

If I force the installation by running the installer from windows\bin\agent\setup.exe and don't allow the detection to run, manually choosing USB, the software does appear to install, but the web interface to the agent shows no communication with the UPS, and control panel still shows the Windows native drivers in place.

I have changed ports and cables with no effect.

Now what?

[BillP]

This reply was originally posted by Bill on APC forums on 8/27/2014

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Please send a screenshot of what the device manager is displaying. In the screenshot below you can see that APC UPS is listed under Batteries and American Power Conversion USB UPS is listed under Human Interface Devices

[gfenley_apc]

This was originally posted on APC forums on 8/29/2014

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Here is what I have prior to installing Powerchute:

Here is what I see in the list if I manually go to update driver for the battery device:

If I manually force the install, my Device Driver list looks identical to yours, but the UPS is still not in communication with Powerchute. I've tried using a new, tested USB cable, switching ports and even an APC serial cable into COM1 with the same result. Auto installation hangs during the UPS detection operation.

[BillP]

This reply was originally posted by Bill on APC forums on 9/2/2014

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gfenley,

If you are willing to switch to serial comm you should power down computer and cold start / brain dead the Smart-UPS (see Kbase FA156611) After brain deading the UPS attach the serial cable between the UPS and the computer, restart both and then install PCBE allowing it to auto-discover the UPS. It should discover it on the serial port. When switching between USB comm and Serial comm on SUA model UPS you must brain dead the unit or comm will not be established.

[BillP]

This reply was originally posted by Bill on APC forums on 10/14/2013

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Hi,

When you look in device manager under the battery heading what drive is being report APC UPS or HID Battery?

[esau_guel_apc]

This was originally posted on APC forums on 10/14/2013

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Hola mi problema es el siguiente.

Tengo un Smart-UPS 1500 modelo SUA1500 conectado por USB A a USB B a una PC DELL con Windows 7 Ultimate de 32 Bits, al iniciar el instalador PowerChute Business Edition v9.1.1 y seleccionar instalar el Agente se queda en la ventana con la leyenda "Checking for the presence of a UPS" y no pasa de ahí.

Al conectar el USB a la computadora windows reconoce el UPS y lo instala y puedo observar la carga de la batería desde las opciones de energía de windows, sin embargo me es necesario instalar el agente para administrar remotamente el UPS del equipo y el puerto serial de la PC ya está ocupado por otro dispositivo (impresora de tickets EPSON).

Espero me puedan ayudar a instalar el agente.

P.D. El mismo problema ocurre con 2 computadoras de las mismas características y 2 UPS del mismo modelo conectados de la misma forma.

[esau_guel_apc]

This was originally posted on APC forums on 10/14/2013

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English version

My problem is:

I have a Smart-UPS 1500 model SUA1500 connected through USB A to USB B port in a DELL PC with Windows 7 Ultimate 32bits, when installation of PowerChute Business Edition v9.1.1 begins and select "Install Agent" shows the window "Checking for the presence of a UPS" and no further than that happens.

When I connect USB to computer Windows detects UPS and install it and shows battery charge in task bar next to the window's clock like a laptop's battery, however I need to install Agent to remotely manage the UPS, by the way, the PC serial port is occupied by another device (EPSON receipt printer).

P.S. Same problem occurs with another computer same OS version and same UPS model connected in the same way.

[esau_guel_apc]

This was originally posted on APC forums on 10/15/2013

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Hi, in Device Manager under battery heading is reporting "Batería UPS HID" (this PC has spanish Windows)

[BillP]

This reply was originally posted by Bill on APC forums on 10/15/2013

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Hi,

Follow the instruction in Kbase FA164514 to load the APC USB driver and then install PowerChute.

[esau_guel_apc · Accepted solution]

This was originally posted on APC forums on 10/15/2013

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Hi, I followed the instructions, installed APC UPS driver, reboot the PC and try again to install PowerChute and have the same problem yet, just shows "Checking for the presence of a UPS"