English   简体中文

PowerChute Business Edition Known Issues

 
 
Problem/Issue:
On some Smart-UPS SRC UPS devices, the upper/ lower values for bypass or transfer voltage cannot be set on the UPS Settings screen of the PowerChute Agent.

Description
This is a firmware issue on these particular devices: it will be fixed in a future firmware release.

 
Problem/Issue:
Your RJ45 UPS device is not creating an "on battery" status in simple signalling mode.

Description
This issue can occur when the firmware version of your SMT unit is UPS 8.9 or greater.

 
Problem/Issue:
PowerChute Agent shows runtime calibration failed even though the calibration completed.

Description
The Diagnostics screen of the PowerChute Agent displays the status of a calibration as failed, and the Agent event log shows the calibration as completed. The correct outcome is always displayed in the event log.

 
Problem/Issue:
You use the UPS Settings screen to change the PowerChute Agent output voltage (on a UPS device which allows this), and the valid range of upper/ lower values for bypass or transfer voltage do not change in turn.

Description
Restart the PowerChute service, APC PBE Agent.

 
Problem/Issue:
Some UPS devices (for example SMT1500RMI1U or NMM1200RM1U) do not turn back on after a shutdown caused by a power failure or a manual shutdown.

Description
This can be a problem with the v9.5 firmware for the UPS.

 
Problem/Issue:
You get "HTTP Error 500" on the Agent or "Set request failed" on the Console when updating output voltage or upper/ lower bypass values

Description
This can occur with the DB9 Agent, version 9.0.x of the PowerChute Agent software. It can happen when you access the Agent user interface: "device module, e.g. Smart-UPS" - Configuration, or the Console at View Menu - Device Properties - General - Power Parameters, and change either the output voltage or the upper or lower bypass limits.

You can ignore the error: the new values are applied.

 
Problem/Issue:
Spaces are missing between words when using Internet Explorer (IE) to display the PowerChute Agent user interface.

Description
Turn off Compatibility View in IE if it is on. (PowerChute supports IE v8 and above only).
 
Problem/Issue:
You are using the PowerChute Agent to protect your Windows desktop machine with hibernation and/or sleep enabled and experience communication issues on wake up.

Description
Disable Windows hibernation and sleep to help ensure protection.
 
Problem/Issue:
With the DB9 installation of PowerChute Business Edition, after you clear either the data log or the event log through the Console, the Refresh Data button is greyed out.

Description
You need to exit the data or event log dialog and then display it again AND a new (data or event) entry needs to be generated. in order to be able to access the Refresh Data button.

The menu options to display these dialogs on the Console are View- Device Properties - Log Files - Data Log or Event Log.

 
Problem/Issue:
When you exit a PowerChute Business Edition Agent screen, the text displays in an incorrect language.

Description
In PowerChute Agent, when you make changes on a screen and exit without clicking the Apply button, you see a dialog asking whether you want to lose the changes. This will display in the default language of your web browser. This can be different from the PowerChute user interface language which is based on your operating system locale.
 
Problem/Issue:
On the Energy Settings screen in the PowerChute Agent user interface, when you enter more than ten cost histories, they do not display in chronological order with the Chrome browser.

Description
They will display correctly with Internet Explorer or Firefox.
 
Problem/Issue:
PowerChute Business Edition Agent can take 5 minutes to establish communications with the UPS.

Description
After the PowerChute Business Edition Agent starts (signalled by the "Monitoring Started" event in the Event log), it sometimes takes 5 mins before UPS communication is established. This can happen with PowerChute Business Edition 9.1 and previous versions communicating with Smart-UPS SMT, SMX, and SURTD devices.
 
Problem/Issue:
The PowerChute Console/ PowerChute Server has lost communication with a PowerChute Agent.

Description
Display the "Network Communication Lost" section of the Console help (using the Index or the Search tab). If the recommended actions don't resolve the issue, check whether the Agent machine has a dynamic IP address: this can cause a loss of communication. Use a static IP address for your Agent(s).

Additionally, if you are monitoring version 8.5 and older of PowerChute Agent with version 9.1.x of PowerChute Console, and you display the Data Log on the Console user interface, you might lose network communication. After about 90 seconds, communications should return automatically.

 
Problem/Issue:
In text fields on the PowerChute Agent interface, when you type in a value, it can also be displayed in a duplicate text box further down the screen.

Description
This happens after you enter an incorrect value and you have AutoComplete (Autofill) turned on in your browser. It does not affect the value saved. You can stop this happening by turning off the AutoComplete feature in your browser.
 
Problem/Issue:
Unable to access the PowerChute Agent interface using either "http://<localhost>:3052" or "https://<localhost>:6547" when using Internet Explorer v10 or above.

Description
This happens when EPM (Enhanced Protection Mode) is enabled. You can disable EPM for Local Intranet by using the Internet Options under Security in the Windows Control Panel. For Windows Server machines, see issue directly below also.
 
Problem/Issue:
On Windows Server machines (including Server 2003, 2008, 2012), you can have these related problems on PowerChute:
  • you can't log on
  • some screen pages have truncation of text
  • the links to the following web pages do not display the pages correctly : Product Center, Product Registration, Product Warranty, Product Support.
  • you can't change some settings on the PowerChute Agent user interface, e.g. Wake-up Date/Time on the Scheduled Shutdown screen
Description
This can happen when IE ESC (Internet Explorer Enhanced Security Configuration) is enabled on your Windows Server machine. However adding the PowerChute Agent site name (https://<servername.domainname>) to the trusted sites on your web browser should resolve this issue. See issue directly above also.

On Firefox, clicking on the Product Registration link gives a warning that the page contains some unencrypted information: click OK and you will not be alerted again. (Do NOT select the check box for "Alert me whenever I'm about to view an encrypted page that contains some unencrypted information").

 
Problem/Issue:
Battery installation date not accepted

Description
The Battery Installation Date field on the Battery Management screen does not accept a month-year combination earlier than, or equal to, the date of the UPS device manufacture. This behavior may differ with UPS firmware versions.
 
Problem/Issue:
Runtime calibration completion not in event log

Description
Some SMX UPS devices with firmware revisions of UPS 3.8 and older do not log that a calibration has completed or has finished without completing. (You can find the Firmware Revision field on the About screen of the Agent user interface).
 
Problem/Issue:
Scheduled Shutdown highlights wrong day

Description
Today's date is highlighted when you display the Scheduled Shutdown screen on the Shutdown menu. The wrong date is highlighted when you access the Agent Server machine remotely with a browser on a machine in a time zone with a different date. See two examples below of when this will happen.
  • Example 1: if the Agent Server machine has a time of 22:00, and your browser is on a machine with a time of 01:00 (the next day).
  • Example 2: if the Agent Server machine is 02:00 and the browser machine is 23:00 (the previous day).
 
Problem/Issue:
Shutdown scheduling display does not incorporate daylight saving transition hour.

Description
Configured shutdown schedules that are due to start or end during the Spring Daylight Saving Time (DST) "transition" hour have an hour added.

For example, if you have a shutdown scheduled to begin at 01:30 am during the Spring DST on an Agent Server in Britain, then the Scheduled Shutdown screen shows 2:30 on that night. (In Britain DST takes place at 1am). However, if you are accessing the Agent remotely from a browser in a different time zone, the screen shows 1:30 for the example.

This is a display issue only, the shutdown proceeds as scheduled.

 
Problem/Issue:
Data Log shows N/A in columns

Description
N/A represents "Not Available". This can very occasionally display after communications are lost with the UPS, for example, or your server reboots. The screen refreshes to display data correctly after the time set for the Data Log Entry Expiration field. (See Log Settings under Logging in the help for more information).
 
Problem/Issue:
When moving a Data Log column using IE v7 & 8 all columns are highlighted

Description
By clicking and dragging on a column heading, e.g. Output Frequency (Hz), you can move and re-arrange columns on the View Data Log screen. With the v7 and v8 releases of the Internet Explorer browsers, all columns on the screen are highlighted when doing this. The column move still works. You can upgrade to v9 or v10 to stop this happening.

 
Problem/Issue:
Following the PowerChute installation, the APC PBE Agent service might not start on Windows due to a time out.

Solution:
Manually start the APC PBE Agent service through the Windows Service Control Manager .
 
Problem/Issue:
During installation, a UPS device with a Network Management Card is not detected either automatically or manually.

Solution:
Remove the Network Management Card in a UPS if you want to use PowerChute Business Edition.
 
Problem/Issue:
When the Console is monitoring an Agent which is not installed on the same computer, in the circumstances below it can display incorrect information, for example, "Agent older than server", or "Network communications lost", or the status is displayed as unknown:
  • You choose Off Immediately, Shut down Immediately, AC restart, or Reboot Immediately on the Control Outlet Groups screen page.
  • The PowerChute Business Edition Server is no longer communicating with the Agent.
  • The AC utility power to the UPS is dropped.
  • Solution:
    None. This is expected behaviour as the PowerChute Business Edition Server is no longer communicating with the remote Agent.
     
    Problem/Issue:
    The values set through the Outlet Sequence Groups are not replicated in the Configure Shutdown Sequence correctly in the following scenario's:

    The Time for other applications to shut down and Time for operating system to shut down values (set through the Outlet Sequence Groups) are greater than the maximum allowed values for the operating system Delay and Duration fields in the Configure Shutdown Sequence option

    or

    The Time for other applications to shut down value (set through the Outlet Sequence Groups) is not a whole number (e.g. 60, 120, 180 seconds).


    Solution:
    If you have outlet groups, only use Sequence Outlet Groups on the Console to set these values.
     
    Problem/Issue:
    Performing self-tests and calibrations are prevented on any SURTD UPS device when the device is in bypass, however the menu options are available on the Console and no warning message displays.

    Solution:
    If you choose either option, an hour glass icon displays in the Console. Navigate to another screen to continue using the application.
     
    Problem/Issue:
    The Energy Usage screen for a PowerChute Agent is blank when launched from within the Console.

    Solution:
    This can occur because the PowerChute Console cannot resolve the hostname of the Agent computer due to a DNS configuration issue.

    To determine if there is a DNS configuration issue run the following commands on the Console computer :

    1. nslookup <hostname>
    This should return the hostname and IP address of the PowerChute Agent computer.
    2. nslookup <ip_address>
    This should return the hostname of the PowerChute Agent computer.

    If you are getting errors when doing this or you get an incorrect response e.g. when you do the reverse look-up of the IP address you get a different hostname then it is likely that there are DNS issues that are preventing the hostname from being resolved. This causes the blank screen or page not found error.

    To avoid this add the following line to C:\Windows\System32\drivers\etc\hosts file:
    <ip_address> <hostname>

    Note: If you change the hosts files when the PowerChute Console is open, be careful to restart the Console and login using the hostname as opposed to the IP Address.
     
    Problem/Issue:
    'List index out of bounds' error when opening the Energy Management screen after changing from the cable from 940-0024 (advanced signaling) to 940-0020 (simple signaling).

    Solution:
    Energy management is not supported in simple signalling mode. Close and reopen the Device Properties dialog for the agent communicating in simple signalling mode to automatically remove the Energy Management option.
     
    Problem/Issue:
    Previously configured scheduled shutdowns do not occur following an upgrade from an older version of the product.

    Solution:
    Delete and re-schedule each of the previously configured shutdowns.
     
    Problem/Issue:
    In the PowerChute Business Edition 9.x Console, the Shutdown Name field in the Scheduled Shutdown dialog shows "null" when monitoring an Agent from a release prior to 9.0 (for example, monitoring a 8.0.1 agent in the 9.0 version of the product).

    Solution:
    No workaround. A Shutdown Name should not be configured when scheduling a shutdown for an Agent that is older than the 9.0 version of the product.
     
    Problem/Issue:
    Server continually hibernates.

    Solution:
    Manually stop and restart the APC PBE Agent service through the Windows Service Control Manager.

    Notes:
    * This issue is specific to SURTD, SMT and SMX units which are communicating with the Server via USB only. Changing to Serial communication will resolve this issue.
    * It is recommended that the Shutdown Type is set to Shut Down or Shut Down and Off (as opposed to Hibernate) for Servers.
     
    Problem/Issue:
    UPS turned off/sleeping even though it is receiving AC utility power.

    Solution:
    Enable 'Automatically turn on all outlet groups when AC utility power returns' and set Shutdown Type to Shut Down or Shut Down and Off.
     
     
    The Knowledge Base has useful background and technical information on all products. In the FAQs drop-down box, enter a topic and click the search button to see related articles.
     

    2013-9-24
    © copyright by Schneider Electric
    2001-2013