Issue:No Communication with UPSProduct Line:PowerChute Business EditionEnvironment:All supported OSCause:There are many possible causes. See resolution / troubleshooting for listResolution: Troubleshooting Communications on Windows 1. Check that the PowerChute Business Edition Agent service is running, named 'APC PBE Agent'.2. If you are using serial communications, check a) that you are using the serial cable that came with the UPS and b) that it connects the serial port on the UPS to the serial port on your computer.3. If you are using USB communications, make sure that the USB cable that came with the UPS is connected from the USB port on the UPS to the USB port on your computer.Note: The serial communications cable is not a standard RS-232 cable and differs depending on the UPS type. Please refer to the table below. For USB communications, the cable must be USB-IF certified.Choosing the DB9 or RJ45 PortSome UPS devices have both the DB9 and RJ45 port types (e.g.
Several SUA devices). If you are installing or upgrading PowerChute Business Edition with no UPS attached, and you are asked to manually choose either a DB9 or an RJ45 port: choose the DB9 port.UPS TypeUPS ModelCableSmart-UPSAll (except SMT, SMX & SURTD)(advanced signaling)(simple signaling)Any standard USB cable (USB)Smart-UPSSMT, SMX940-0625A (Smart Signaling)940-0128D (Simple Signaling)940-0117B (USB)SURTD940-1525A (Smart Signaling)1. With the correct cable attached, stop and restart the PowerChute Business Edition Agent service, 'APC PBE Agent'. If the system is still unable to communicate, proceed to the next step.Make sure that PowerChute Business Edition is configured to use the correct communication port.2. The communication port is no longer configurable within the Agent in v9.5+. If you wish to change from a USB port to a serial port, you must re-install the PowerChute Business Edition Agent.Troubleshooting Windows Serial Communications Try debugging the COM port with a tool like PuTTY – using 2400 as the baud rate for Smart-UPS models SU, and SUA.
See the “Checking UPS Communications on Windows” section of the PowerChute Business Edition Installation Guide for more information. For Smart-UPS models SMT, SMX, SMC, SURTD it is not possible to test serial com using PuTTY or other like tools.Troubleshooting Windows USB Communications 1. Go to the Windows Control Panel - Administrative Tools - Computer Management.2. From Device Manager select Batteries. You should see APC UPS.Note: If configuring for native shutdown via Control Panel - Power Options then the driver should be HID UPS Battery. Knowledge Base article FA159743 discusses how to switch drivers.3. From the Device Manager select Human Interface Devices (HID).
You should see a driver called American Power Conversion USB UPS. If either HID or this driver does not display, proceed with the steps below.4. Make sure that the USB port is enabled in your computer BIOS. Consult your computer documentation for details on how to enable the USB Port.5. If your installation includes a USB hub (a device that multiplies the number of USB ports available), and the UPS is plugged into it, check that the hub is receiving power.
Check your hub's manual to learn whether the hub should be powered with an AC/DC adapter.6. Ensure that the USB cable connected to the UPS is the last cable in the chain (downstream). Make sure that all other USB devices upstream from your APC UPS have communication. If an upstream device is not communicating, any device downstream possibly may not communicate either. Remove the device that is not communicating and see if that has any effect.7. Using a freeware utility such as USBDeview.exe you can review all connected USB devices.Note: APC recommends that for optimum performance the UPSs USB cable be plugged into the PC's USB port directly, and not into a USB hub.Additional Windows Troubleshooting Information 1.
Once you have followed the steps outlined in the Troubleshooting sections above, stop and restart the PowerChute Business Edition Agent. If the system is still unable to communicate, proceed to the next step.2. If you have a SmartSlot accessory connected to the UPS, check that it is configured correctly.
More information regarding these accessories is available on3. If you still have not established communication, try using another communications (Serial/USB) cable if one is available.If you have tried all of the techniques above but have still not established communication, visit for troubleshooting help. Troubleshooting Communications on Linux Serial Comm:1. Make sure that the serial cable that came with the UPS is connected from the serial port on the UPS to the serial port on your computer.2. Stop and start the PowerChute Agent. If the Agent process is not running: start and stop it by entering the following commands in a command prompt:# /Linux/# /etc/init.d/PBEAgent start# /etc/init.d/PBEAgent stop3.
Try debugging the COM port with a tool like PuTTY – using 2400 as the baud rate for Smart-UPS models SU, and SUA. See the “Checking UPS Communications on Windows” section of the PowerChute Business Edition Installation Guide for more information.
For Smart-UPS models SMT, SMX, SMC, SURTD it is not possible to test serial com using PuTTY or other like tools.USB Comm:USB communications is supported with PowerChute Agent 9.5 running Redhat Linux and starting with version 10 the Agent is supported on SUSE Linux. See the PowerChute Agent to verify support.To test the USB ports run the command usb-devices to see a list of connected USB devices. If the command is not present in the OS contact the OS provider support for assistance.
14Smart-UPS XL 3U Rack Mount 2200/3000 VA 120/230 Vac; 3000 VA 100/200 Vac User ManualConfiguration3. Press 1 and ENTER to select Device Manager.Select the model by entering the corresponding number, then press ENTER.4.
Press 3 and ENTER to select Configuration. Press 1 and ENTER to select Battery. Press 2 and ENTER to change Battery Settings.
Type in the number of external battery packs then press ENTER.Number of external battery packs:1=1 external battery pack; 2=2 external battery packs; 3=3 external battery packs etc.8. Press 3 and ENTER to accept the changes. Press ESC multiple times (5) to return to the main menu.
10.Press 4 and ENTER to log out.Configure UPS connection settings using UPS terminal modeConnect the serial cable to the serial port on the back of the UPS. If using USB communication to the UPS,disconnect the USB cable prior to connecting the serial cable.1.
Open a terminal program, such as HyperTerminalFrom the Desktop, go to: Start, Programs, Accessories, Communication, HyperTerminal2. Follow the prompts to choose a name and select an icon. Disregard the message, '.must install amodem,' if it is displayed.
Click Cancel3. Go to File, Properties. Select the COM port that is connected to your UPS.
The port settings are:–bits per second - 2400–data - bits 8–parity - none–stop bit - 1–flow control - none4. Click OK in each of two windows 5. Press ENTERConfigure the number of external battery packs using UPS terminal mode1.
Once the blank terminal window is open, follow these steps to enter the number of external battery packs:NOTE: Letter key commands are case sensitive. Use capital letters when using letter key commands.2. The UPS will respond with SM in the command box. If the UPS does not respond to the Ycommand, ensure the serial cable is securely connected to the serial port on the UPS. Use only an APCsupplied serial cable.3. When SM appears in the command box press the key. The UPS will respond with the number ofexternal battery packs connected to the UPS.
Apc Smart Ups Serial Connection Settings For Windows 10
If the UPS has not been previously programmed torecognize the number of external battery packs this number will be zero.4. Use the + or - keys to change the number of external battery packs. OK will appear in the command box. The number of external battery packs will appear in the command box.NOTE: The + or - keys and the key must be used again to change the number of external battery packsfrom this point in the programming.6. The UPS will respond with BYE in the command box.