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General FAQ
COM ports mixed up.
It is possible that the COM 1 under NOVELL is COM 2 under NT/2000 etc. So if there is any communication problem, ask the customer to configure the software intentionally on the "wrong" com port and try it again. This problem is known from some ASUS, Acer, GigaByte and SIEMENS Mainboards produced in 1997.
Error message: "Ups communication cannot be started. Error[x]: Setup: Device failed."
The file is invalid or the UPS-Protocol is wrong or defective. Change the UPS-Communication protocol (cable or other serial protocol) and check if UPSMAN supports your UPS-Model.
Error message: "Ups communication cannot be started. Error[x]: Setup: Connection failed."
There is no COM-Port available. Check the COM-Port and the settings in CMOS and System-Setup.
Error message: "Database not found or corrupted".
The file is defective or missing. Reinstall the software installation with the correct CD-Key. Also start UPSMAN.BAT.
During system boot, the UPS Management software starts and the UPS turns off.
Some UPS-models have both port-types (cable and serial). To guarantee the correct function of your UPS-Management Software use the default settings of the UPS model or use the serial port-type. Also a wrong cable-connection at the port-type "cable" may cause this effect. (DTR high with "cable" UPS only).
I use one of the operating systems Windows 95/68, Windows NT/2000, Novell NetWare and receive the error message "Can’t setup UPS communication".
The UPS-Service tries to communicate with the UPS but cannot identify the protocol.
  • Is COM1 or COM2 registered and the correct UPS type chosen from the list ? Has the correct UPS-cable been delivered and entered in the menu ? The correct UPS has to be chosen from the configuration program. Some models need a "cable" connection with an assignment to a protocol, for example Type 6 and a special cable. The correct protocol will be assigned to the name when using UPS-Models with serial communication. Models with RS232-Communication use cabletype "serial" in the Setup and a special serial cable, supplied with the UPS.
  • Is the UPS-Cable defective? Please check to see if the UPS communication cable matches the description in the UPS hardware manual. Check the cable pin-layout and if all pins are connected. (Cable defect)
  • Disconnect the communication cable from the UPS-interface and turn the UPS off and back on again. After approximately 15 seconds the UPS has finished the self test. Then reconnect the UPS cable and restart the Upsman.
  • Test the cable connections using type 2 instead of type 6. Make sure that users are informed about a possible shutdown of the server and that they exit the system. Change the start-up of the UPSMAN service from automatic to manual
In the Textlog of UPSMAN the message "Warning: xxx" and "Communication lost, communications restored" occurs.
Some commands from the UPS were not correct or the bytes the software received where damaged. This may be the result of external effects on the cables or UPS. Check the cable and cable length and the communication parameters. Check if any background software that is using the com ports is active. (e.g. Virus checker within NetWare, or others). If this message occurs periodically, it is not a critical event. Only if this message occurs continuously for a longer period you should contact the UPS software/hardware support.
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