Back-UPS NS 650M1 won't communicate with PoswerChute

[dhlipman]

This was originally posted on APC forums on 1/18/2021

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Back-UPS BN650M1 purchased Nov '20

Unit was installed with PowerChute v3.1 on Windows 7 Pro with no sequalae.       

I don't know when it started but when I went to PowerChute, to check status, it gave me Power Source Unknown yet it is there in Devices and Printers.  The software just will not communicate with the UPS any longer.

I plug in a Back-UPS CS 500 and PowerChute sees that with no problem.  

I plug in both and the OS sees both  

I disconnect the CS 500 and PowerChute is back to Power Source Unknown.

The OS sees the hardware but PowerChute won't communicate to the Back-UPS BN650M1 any longer.

I have tried uninstalling software, rebooting, etc.

If the Back-UPS BN650M1 is installed and I reinstall PowerChute the software won't install stating there is no UPS connected.  Once I connect the CS 500, PowerChute installs.

[dhlipman · Accepted solution]

This was originally posted on APC forums on 1/19/2021

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I called Technical Support.

The BN650M1 is being replaced under warranty.