Communication Problems
When the UPS Tuner is started and refuses to communicate with the UPS, use the following checks to help determine the cause.
- Verify that the connection to the UPS on the GDEN serial port.
- Verify that the connection to the computer is connected to a functioning serial port.
- Verify that the port is not being used by other software.
- Verify the cable being used is a crossover cable.
- Attempt the connection with a different crossover cable.
- If problem is not resolved, then begin troubleshooting the UPS.
License and User Key
On some computers there is a problem initializing the UPS Tuner with new computers that have SATA hard disk controllers.
When the UPS Tuner cannot be initialized, the following will be displayed on the screen.
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| Illustration 1 | g02192313 |
To correct this problem, the SATA controller configuration will need to be modified in the BIOS configuration. Use the following steps to modify the SATA controller configuration in the BIOS.
- Click "OK" and the UPS Tuner will stop executing.
- Restart the computer.
- In the first few seconds during the restart, click a key or combination of keys to access the configuration menu.
Note: A single or combination of keys will depend on the computer. You may need to try both ways to access the BIOS.
- Once access to the BIOS is reached, find the page on the SATA controller in the BIOS menu. Verify that the SATA controller is operating in "Compatibility Mode" rather than "AHCI Mode".
- Save the configuration.
Note: Ensure that you save your modification before leaving the BIOS configuration menu. You are asked if you wish to save the modifications when you leave. Select "Yes". If you do not select "Yes", your modification will be lost when you leave the BIOS menu and restart the computer.
If the problem persists, contact your local support service.
If There is a Problem
If you have no idea what to do and wish to contact UPS support, include the following information.
- Give the name of the product.
- Give the technical level of the UPS and the boards or components that are of concern.
- Attach a report file if you are sending an email. The report file is found under "Diagnostics" then select "Report".
- If possible, give a description of the events leading to the problem.
- Try to determine if you have a software and or a communication problem.
- Have the information for the computer that you are using like the name, processor, RAM, and operating system. Also list if the computer is using serial or USB for the communication port.