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PowerChute software does not communicate with the UPS

Discussion in UPS Management Devices & PowerChute Software started by ronald , 10/15/2018 1:27 PM
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  • ronaldm
    ronald
    Novice Novice
    ronald 10/15/2018 1:27 PM

    Good day. I am using APC SRT5LIXI UPS and recently installed PowerChute version 9.5 on Windows Server 2012 R2. The PowerChute software can not communicate with the UPS with error message " The devices managed by this server are unknown. No response from PowerChute Business Edition Server" I tried connecting using USB and serial ports. If i go under device manager the UPS does appear.

    I tried uninstalling and re-installing PowerChute software and updating the drivers and still get the same error.

    What could be an a problem, kindly assist.

  • wpasquil
    Bill
    =S= Representative
    Bill 10/16/2018 7:42 PM (in response to ronald)

    Hi,

    PowerChute Business Edition version 9.5 is access using web interface. To access the Agent open a web browser and enter https://system IP address:6547 Example https://192.168.1.10:6547. The 9.5 Agent is not compatible with older versions of the PowerChute Server and Console. 

  • ronaldm
    ronald
    Novice Novice
    ronald 10/17/2018 7:16 AM (in response to Bill)

    Hi Bill,

    I have tried accessing via web interface and it does not pick the UPS, showing communication lost. See attached screen shot. What could i be missing here?

  • wpasquil
    Bill
    =S= Representative
    Bill 10/17/2018 12:32 PM (in response to ronald)

    Hi,

    My recommendation is to uninstall the Agent, reconnect the communications cable, and reinstall the Agent. If connecting USB verify that the system show the UPS in the device manager. When installing allow the application to auto-detect the UPS. The installer should discover the connected Smart-UPS and establish communications. Once the installer has completed launch the web interface and complete the set up.

  • ronaldm
    ronald
    Novice Novice
    ronald 10/22/2018 1:36 PM (in response to ronald)

    The application failed to detect the UPS on both comm ports and the USB even though the UPS is detected by Windows. In the device manager under batteries, the UPS appears "American Power Conversion'' and under human interface devices, it appears as well. I then selected a port then proceeded to manually try it. The application and the UPS still do not communicate.

  • wpasquil
    Bill
    =S= Representative
    Bill 10/23/2018 1:39 PM (in response to ronald)

    Hi,

    1 - Would you send me a screenshot of what is listed in Control Panel - Device Manager - Batteries.

    2 - Please send a photo of the bar code sticker that should be on the back of the UPS. Example below

    NOTE: If the Smart-UPS is a rack mount the bar code sticker may be behind the front bezel. 

    Attachments
  • ronaldm
    ronald
    Novice Novice
    ronald 1/9/2019 10:40 AM (in response to Bill)

    Good day,

    1. Please find attached the screen-shot of what is listed under Control Panel - Device Manager.

    2. 

  • wpasquil
    Bill
    =S= Representative
    Bill 1/9/2019 6:57 PM (in response to ronald)

    Hi,

    You should uninstall PowerChute and then reinstall. when reinstalling do not select automatically detect the UPS. Instead of auto-detect select no and in the next window select UPS Model SRT then click next. In the next window set the comm port to USB and click next. After entering the user name and password PowerChute will install. 

    Once installed log into the web interface to check the comm status. 

  • ronaldm
    ronald
    Novice Novice
    ronald 1/21/2019 7:28 AM (in response to Bill)

    Good day,

    Thank you for your last recommendation. I followed it and managed to establish communication between the UPS and the server. However after about a week of it working well it just lost communication again to the server. I have attached some logs from the server even though they do  not give details of comms loss.

    1. What could be the cause of the loss in comms repeatedly between the UPS and the server. 

    2. How can we resolve it.

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