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UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

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JPatil_apc
Crewman
Crewman
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UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This was originally posted on APC forums on 4/6/2016


Hi There,

We have plugged in USB Cable from APC USB UPS to server and we can see it installed in Device Manager as shown in Image below.

But when we are trying to Add the device to APC PowerChute Business Edition Deluxe Software it is not showing that Device.

Can I please get some suggestion re this.

Device Manager

Thanks,

Jatin

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BillP
Administrator Administrator
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Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Gareth on APC forums on 4/13/2016


I think the HID UPS Battery in the device manager should update to an APC version with the software, you may be able to right click and update manually, then untick the show compatible hardware to see if the APC option is there, click that and then powerchute will detect it.

See Answer In Context

8 Replies 8
BillP
Administrator Administrator
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479

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Bill on APC forums on 4/7/2016


Hi,

Is the UPS not being discovered by the PowerChute Server and Console or is the UPS not being discovered when you attempt to install the PowerChute Agent? Also, What model Smart-UPS are you attempting to communicate with?

JPatil_apc
Crewman
Crewman
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479

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This was originally posted on APC forums on 4/7/2016


Hi Bill,

Yes it is not getting discovered by the server and console.

Model: APC Smart-Ups 750

Thanks,

Jatin

BillP
Administrator Administrator
Administrator
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Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Bill on APC forums on 4/11/2016


Hi,

Can you log into the PowerChute Agent web interface and if so does the web interface show that the UPS and the Agent are communicating? To log into the Agent web interface open a web browser (Internet Explore, Firefox, Chrome) and enter https://:6547. If the Agent and UPS are communicating then in most cases the communications issue between the Agent and PowerChute Server is due to a mismatch in the user name and password. When installing the Agent and the PowerChute Server you are asked to enter a user name and password. Those must match for the Agent and PowerChute Server to communicate. 

JPatil_apc
Crewman
Crewman
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479

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This was originally posted on APC forums on 4/11/2016


Thanks Bill for quick response.

I had a look at web interface and it shows as below:

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BillP
Administrator Administrator
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Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Bill on APC forums on 4/12/2016


Hi,

The PowerChute Server is not discovering the Agent because there is a communication error between the Agent and the UPS. What is the model and Serial numbers of the UPS and what version of PowerChute Agent, Server, and Console are installed? Also, What communications cable is attached between the UPS and computer?

JPatil_apc
Crewman
Crewman
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478

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This was originally posted on APC forums on 4/12/2016


Hi Bill,

Details as below:

  • UPS Model: APC Smart-UPS 750
  • Communication: Powerchute via USB
  • APC PowerChute Business Edition Console 9.0 Build 613

Thanks,

Jatin

BillP
Administrator Administrator
Administrator
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478

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Bill on APC forums on 4/13/2016


Hi,

Uninstall the PowerChute Agent and then reinstall. When installing verify that the UPS is discovered by the installer. Once the Agent is reinstall log into the Agent web interface to verify communication is established. If communication has been established open the Console and add the Agent to the PowerChute Server.

NOTE: When installing the Agent be sure to use the same user name and password and used with the PowerChute Server.

BillP
Administrator Administrator
Administrator
0 Likes
0
480

Re: UPS detected in Device Manager but Cannot Discover the device in Business Edition Deluxe Software

This reply was originally posted by Gareth on APC forums on 4/13/2016


I think the HID UPS Battery in the device manager should update to an APC version with the software, you may be able to right click and update manually, then untick the show compatible hardware to see if the APC option is there, click that and then powerchute will detect it.