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Forum Discussion
RNDU600 on OS6.4 suddenly reports "Cannot communicate with UPS UPS ()."
How do I troubleshoot "Cannot communicate with UPS UPS ()"
I've been using this APC BACKUPS 1200XS UPS plugged directly into this NAS for about 5 years now, with no issues, including when I changed out the batteries just last year.
When I upgraded to OS 6.4, everything seemed fine for a few days. I recall seeing a status for the UPS of green, with a powerlevel and estimated uptime reported.
Now I moved the router, UPS and NAS to a different location (but did not change the network topology or any settings) and now I keep getting an email from the server saying "Cannot communicate with UPS UPS ().".
I removed the USB cord for the UPS and put it into the other USB port, and it emailed me that the UPS was removed (listed the sernial nuimber) and then a new UPS was added (same serial number), but still showing an error.
I plugged the UPS into my PC and used the PowerChute softare to confirm that the UPS is working normally and can communicate with the PC.
Sun Feb 21 2016 3:15:34 System: Cannot communicate with UPS UPS ().
Sun Feb 21 2016 3:15:30 System: Error communicating with UPS 'UPS' ().
Sun Feb 21 2016 3:15:21 System: New UPS on PortUSB detected. Manufacturer: , Model: , Serial: <serial_removed>.
Sun Feb 21 2016 3:02:31 System: UPS on PortUSB removed. Manufacturer: , Model: , Serial: <serial_removed>.
Sun Feb 21 2016 2:18:46 System: Cannot communicate with UPS UPS ().
Sun Feb 21 2016 2:18:42 System: Error communicating with UPS 'UPS' ().
Sun Feb 21 2016 2:18:34 System: New UPS on PortUSB detected. Manufacturer: , Model: , Serial: <serial_removed>.
Sun Feb 21 2016 2:17:00 System: UPS on PortUSB removed. Manufacturer: , Model: , Serial: <serial_removed>.
Sun Feb 21 2016 2:09:00 System: Cannot communicate with UPS UPS1 ().
Sun Feb 21 2016 1:18:59 System: Cannot communicate with UPS UPS1 ().
Sun Feb 21 2016 0:28:53 System: Cannot communicate with UPS UPS1 ().
...
Sat Feb 20 2016 23:38:59 System: Cannot communicate with UPS UPS1 ().
Sat Feb 20 2016 23:38:51 System: Error communicating with UPS 'UPS1' ().
Sat Feb 20 2016 23:38:50 System: ReadyNASOS background service started.
Sat Feb 20 2016 22:21:13 System: The system is shutting down.
Sat Feb 20 2016 10:20:48 System: Communication with UPS 'UPS' () is OK.
Sat Feb 20 2016 10:20:38 System: Error communicating with UPS 'UPS' ().
Sat Feb 20 2016 0:03:09 System: ReadyNASOS background service started.
What steps can I take to troubleshoot this?
18 Replies
Which services and apps are you running?
If you download the logs what is the date in bios_ver.log ?
Same problem with ReadyNAS 516 when I upgraded to 6.4.2. I get the error every 50 minutes (there seems to be an old thread about 6.1.9 with this issue).
Nothing changed except the version of firmware. UPS is APC Back-UPS RS 1500
I have a feeling that when I reinstalled the UPS it changed serial numbers but can't be sure - just looked different but I had not recorded the old one.
jetheroheller can you send me your logs (see the Sending Logs link in my sig)?
pmk as you have an OS6 NAS as opposed to jetheroheller's NAS which is a legacy one can you open an online support case and let me know the case number?
Apps: Sickbeard, Transmission, Couch Potato, Plex
Services: SMB, AFP, NFS, ReadyDLNA, Rsync,UPnP, HTTP, HTTPS, SSH
date in bios_ver.log:
/sys/class/dmi/id/bios_date
::::::::::::::
10/03/2008also this is in the usb_devices.log
5-2 product=Back-UPS XS 1200 FW:8.g1 .D USB FW:g1 idProduct=0002 idVendor=051d devnum=3 speed=1.5
and this is the entire ups.log content (one line):
***** UPS *****
lots of these in system.log
NG2011 upsd[18206]: Can't connect to UPS [UPS] (usbhid-ups-UPS): No such file or directory
NG2011 upsmon[18211]: Poll UPS [UPS@localhost] failed - Driver not connected
Hi, I'm experiencing the same issue with a new ReadyNAS 314 (replacing a Pro 4 that had a hardware issue). I've been using an APC BR1000G very fine with my Pro 4, all supported and working well. Now with the OS 6.4.2 and the ReadyNAS 314, the UPS unit doesn't seem to be fully recognized and I'm seeing "Cannot communicate with UPS UPS ()" messages in my logs.
Tue Feb 23 2016 0:02:44 System: Cannot communicate with UPS UPS (). Tue Feb 23 2016 0:02:42 System: Error communicating with UPS 'UPS' (). Tue Feb 23 2016 0:02:40 System: Cannot communicate with UPS UPS (). Tue Feb 23 2016 0:02:37 System: Error communicating with UPS 'UPS' (). Mon Feb 22 2016 23:59:24 System: Cannot communicate with UPS UPS (). Mon Feb 22 2016 23:59:21 System: Error communicating with UPS 'UPS' (). Mon Feb 22 2016 23:57:45 System: New UPS on PortUSB detected. Manufacturer: , Model: , Serial: <serial_removed>. I contacted Netgear support and was very suprised of the answer that my APC was not supported. The 314 product page for USB says otherwise: http://kb.netgear.com/app/answers/detail/a_id/7009
Hopefully someone at NETGEAR can clarifiy the ambiguity regarding APC USB support under OS 6.X.
Best,
Camille
Just to add that my "usb_devices.log" file shows the following when my UPS APC BR1000G is plugged in:
4-1 product=Back-UPS RS1000G FW:868.L3 -P.D USB FW:L3 -P idProduct=0002 idVendor=051d devnum=2 speed=12
/Camille
Well, for now I plugged the same APC UPS XS1200 into my QNAP NAS and it's working just fine; it detects the device, model number, serial number, current power level and estimated time on UPS remaining, and configures a shutdown alarm.
I'd like to move the UPS back to the ReadyNAS, if NetGear can come up with a fix, but if it turns out it will continue to not be supported, at least we know there are consumer products out there that do support these devices.
Now if I can just figure out how to have the NAS's talk to each other so one UPS, attached to one NAS, can shut down another NAS.... the QNAP NAS OS can be configured to broadcast the shutdown to an IP, and I'm broadcasting to the netgear box, but I can not see how or where to configure NG OS 6 to listen for a network UPS shutdown signal....
- I will try it. Thanks !!
This seems like the same problem I experience. A few weeks ago I bought a new RN51600 NAS with an APC Back-UPS Pro 550. I've had several Netgear NAS boxes with different APC UPS'es before, and never had any issues with either of them. The last one was a ReadyNAS Pro Pioneer with exactly the same UPS. So I must admit I did not investigate any incompatibility issues with the UPS before I bought the new equipment...
After setting up and configuring the RN51600 with 4xWD RED WD60EFRX 6TB disks I connected the UPS with the USB cable as I was used to. Everything worked as expected, the UPS was recognized and it did show up as online with the estimated battery time. I did a quick test, removed power and noticed it switched to battery power as it should.
Now I decided to upgrade to the latest firmware version before putting the box into production. I was on 6.4.1 and upgraded to 6.4.2. After that the UPS was not recognized any more. I went through the usual reboot, reconnect, reset, power on/off routines, but no way.
Starting to read the docs, I found the following in the ReadyNAS OS 6.4 manual under UPS Configurations:
The ReadyNAS supports UPS devices managed over SNMP and UPS devices managed over a remote connection. It does not support monitoring over USB.
This was a bit surprising - is it really the case that UPS monitoring over USB is not supported any more? And what happened with this from 6.4.1 to 6.4.2? There is nothing mentioned in 6.4.2 release notes...
I have no apps installed and the following services enabled: SMB, HTTP, HTTPS, NFS, SSH, ReadyDLNA and Rsync.
Arquebus wrote:
The ReadyNAS supports UPS devices managed over SNMP and UPS devices managed over a remote connection. It does not support monitoring over USB.
This is a documentation mistake, and it has been reported to Netgear.
It wouldn't hurt to PM Skywalker linking to this post and offering to send him your logs.
You could manually downgrade back to 6.4.1, and see if the UPS monitoring starts working again.
StephenB wrote:
This is a documentation mistake, and it has been reported to Netgear.Glad to hear that, it made me worried for a while :)
You could manually downgrade back to 6.4.1, and see if the UPS monitoring starts working again.
Just tried that, and guess what? My UPS is once again detected!
Seems like there might be a bug in 6.4.2. I guess I'll just leave it on 6.4.1 then and wait for a fix.
Thanks for you help StephenB
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