Technical Support
Troubleshooting
1.
I cannot access the PowerPanel
®
Business Edition web interface after complete installation.
Please follow the below steps resolve the problem:
Make sure that there is no other application utilizing port 3052 (UDP/TCP) and port 53568 (TCP). Use a command prompt with the command “netstat -o” to obtain information about which ports are used by which programs.
Ensure the PowerPanel
®
Business Edition service is running on the hosted computer. If the service is stopped, restart the service and then try again in the same way.
Make sure the port 3052 (UDP/TCP) and port 53568 (TCP) on the hosted computer are not blocked by a firewall.
Make sure the URL in the address filed of the browser for a remote computer is correct.
2.
I have installed the PowerPanel
®
Business Edition Agent on my computer, but the Agent cannot establish communication with the UPS.
Make sure that no other application is using the serial port if the UPS is connected with a serial cable.
Make sure the serial or USB cable is securely and properly connected to the UPS and computer.
3.
The Client cannot establish communication with the UPS/PDU/ATS.
The lack of communication may be caused by the following conditions:
The network communication between the Client computer and the UPS/PDU/ATS is down.
The device network address is configured improperly.
The authentication settings are configured improperly.
Follow the steps below to resolve the problem:
Verify the device network address is correct.
Verify the network configuration in the device is correct. Use the Power Device Network Utility tool to configure the device network configuration.
Verify the settings on the Security/Authentication page are correct and match the settings of the
UPS/PDU/ATS. See Security/Authentication for more details.
Verify the port on the Security/Network page is matched if establishing communication with Agent.
Check the network status of the UPS/PDU/ATS and Clients.
Verify firewall settings. Port 3052(UDP/TCP), port 53568(TCP), port 161(UDP), port 162(UDP) and port
53566(UDP) should be unblocked. The Client communicates with UPS/PDU/ATS and Agents using these ports.
4.
The battery test failed.
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Replace the batteries if the batteries have used over 3 years.
Contact CyberPower for assistance and replace the batteries if the battery test still fails.
5.
The PowerPanel
®
Business Edition installation failed.
If the installation file is from CyberPower web site, it may have downloaded incompletely or become corrupt.
Download the installation file again.
6.
7.
I failed to extend the off-delay time of Necessary shutdown time option.
The communities on the Security/Authentication page in the Client and on the Network/Access of Control page in the PDU may be not matched. Confirm that the communities with the write permission are matched.
The Client may use the community without write permission to access the PDU. Please promote the permission of the community which is used by the Client to access the PDU.
The web interface is displayed abnormally due to large or tiny size on Google Chrome 3.
It is caused by the default settings for minimum font size on the Google Chrome. Verify the below steps to improve the web pages due to font size:
Close the Chrome first. Find the preference file located at Documents and Settings\Users_Name\Local
Settings\Application Data\Google\Chrome\User Data\Default\Preferences in Windows XP and
Users\User_Name \AppData\Local\Google\Chrome\User Data\Default \ Preferences in Windows Vista.
Use the text editor to open preference file. You will find the keyword “webkit: ” in the file and insert minimum_font_size and minimum_logic_font_size in the below example:
“webkit”:{
“webprefs”: {
“default_fixed_font_size”: 13,
“default_font_size”: 16,
"fixed_font_family": "Courier New",
“minimum_font_size”: 10 ,
“minimum_logical_font_size”: 10
………..(skipped)
}
}
Set both minimum_font_size and minimum_logic_font_size to 10 in order to display the pages normally . Save the preference file and launch the Chrome again to access PPBE software.
8.
The shutdown occurs earlier than expected time.
It may be caused by the following conditions:
When batteries have been used for a long time, they are unable to reach a full charge. Check to see if the output load is too high. A high load on the UPS will cause the batteries to discharge faster and the remaining
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9.
runtime quickly decrease. Disconnect some load from the UPS to reduce the load in order to extend the runtime.
Verify that the batteries are fully-charged. If the capacity is too low, please charge the batteries to full capacity.
Pages cannot be displayed after I set up another port number in the Security/Network page.
The port that was set up in the Security/Network page may be occupied by other applications or services. This indicates that the pages can ’t be accessed through the assigned port. Follow below steps to continue accessing the Agent/Client/Center web:
Find the webserver.xml
file located at <Installation_directory>/etc/agent folder on the Agent computer or
<Installation_directory>/etc/client folder on the Client computer.
Use the text editor to open the webserver.xml
and you can find the <httsPort> tag in the file as below example:
<?xml version=
”1.0” encoding=”UTF-8” standalone=”yes”?>
<webServer>
<httpsMode>ENABLE</httpsMode>
<httpsPort>port_number</httpsPort>
</webServer>
</webServer>
Change the port of the <httpsPort> and make sure that the port is not occupied by other services or applications. Save the webserver.xml file. ( httpsNumber is numeric from 1 - 65535)
Note: The default port number is 53568.
Find the PowerPanel
®
Business Edition service at the Control Panel/Administrator Tools/Services and restart the service in order to access through this new setting.
1 0 .
The host name and IP address at the Agent’s banner on the vMA of the VMware ESXi host displays
Unknown .
Follow below steps to correct this condition:
Run the command ‘sudo vi /etc/hosts’ with root permission.
Add the below snippet with the IP address and hostname.
192.168.1.1 hostname
Note: IP address and host name can be inquired using the commands ‘ifconfig’ and ‘hostname’.
Restart the service using the comm ands ‘ sudo service ppbed stop’ and ‘ sudo ppbed service start’
Login the page again. The host name and IP address will be correct.
11.
My Client computer always shuts down/ hibernates on each time my system starts.
It may be caused by the following conditions:
Due to too short shutdown time or an unresolved problem, a power event which causes system shutdown may occur incessantly on each time system starts. For example, if a network communication lost event final results in system shutdown, Client will be aware of communication loss and shutdown system soon.
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Make sure that Client computer is assigned to match the actual outlet connection. Computers on NCL outlets will shutdown prior to ones on CL outlets when a power event occurs.
Follow below steps to avoid the Client shutdown/hibernation on each time system boots.
For Windows Users.
Press F8 when your computer boots. Your system will go to Windows Advanced Options Menu and select
Safe Mode option to enter the safe mode.
Log on to your computer as an administrator.
Note : When your computer is in safe mode, you'll see the words Safe Mode in the corners of your monitor.
Edit the preferences.xml file located at <Installation_directory>/etc/client folder on the Client computer and search the <shutdown_pause> tag as below example:
<?xml version="1.0" encoding="UTF-8"?>
<preference>
……
<action>
……
<shutdown>
<shutdown_pause>false</shutdown_pause>
</shutdown>
</action>
</preference>
Change <shutdown_pause> value from false to true. Save the preferences.xml file and restart your computer.
Login the PPBE page to check the setting.
Note : All shutdown or hibernation in safe mode will not take effect by events evoked currently.
Restart the service to apply new setting from the PowerPanel
®
Business Edition service of the Control
Panel/Administrator Tools/Services .
For Linux Users (Example for Ubuntu)
Press and hold the Shift key as your computer reboot to enter the GRUB screen. Press “ e ” key to edit the
GRUB command.
Lookup the commands similar to below examples. Append single parameter following the command as
‘ root=UUIS=67f1e90f-d48b-40a3-9559-612cd821e4d1 ro quiet splash single ’ linux /boot/vmlinuz-3.2.0-27-generic root=UUIS=67f1e90f-d48b-40a3-9559-612cd821e4d1 ro quiet splash
$vt_handoff (skip…)
Press the Ctrl + x key or F10 key to restart the boot up process of your Linux Core in the runlevel1 mode .
(single user mode)
Note : These changes are not persistent. Any change to the kernel boot options made this way will only affect
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the next boot and only if you start that boot by pressing either “ Ctrl + x ” or “ F10 ” while still in GRUB edit mode.
Edit the preferences.xml file located at <Installation_directory>/etc/client folder on the Client computer and search the <shutdown_pause> tag as below example:
<?xml version="1.0" encoding="UTF-8"?>
<preference>
……
<action>
……
<shutdown>
<shutdown_pause>false</shutdown_pause>
</shutdown>
</action>
</preference>
Change <shutdown_pause> value from false to true . Save the preference.xml file file and restart your computer.
Restart your computer to access the page to check the settings.
12.
I installed Client on one single virtual machine and then created duplicates. The Agent only interacts with one of them.
Please follow below steps:
When multiple virtual machines start, this may result in duplicating network names. Please contact the administrator to resolve this condition first.
Stop the PPBE service. For Windows users, stop the service from Start > Control Panel > Administrative
Tools > Services > PowerPanel Business Edition Service . For Linux users, use the command “ service ppbed stop ” to stop the service.
Open the preference.xml
file located at <Installation_directory>/etc/client.
Delete the <uid> tag as below example:
<uid>2c779a9a-818a-4949-a8b9-50535bf2f6c1</uid>
Start the PPBE service. For Windows users, start the service from Start > Control Panel > Administrative
Tools > Services > PowerPanel Business Edition Service . For Linux users, use the command “ service ppbed start ” to start the service.
13.
I have downloaded the Linux installer from the website. The installer cannot be launched.
Before launching the PPBE installer, you must change its access permission on the installer. You must have executable permission on the PPBE installer; otherwise the message “ Permission Denied ” will be displayed.
Run the below example command to change its permission of the 32-bit installer on 32-bit Linux platform. sudo chmod u+x ppbe-XXX-linux-x86.sh (XXX is the version number of PPBE.)
Run the below example command to change its permission of the 64-bit installer on 64-bit Linux platform. sudo chmod u+x ppbe-XXX-linux-x86_64.sh (XXX is the version number of PPBE.)
After the permission of the PPBE installer is changed, the installation procedure will be allowed to launch.
14.
Inability to Shutdown NAS during Power Failure.
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When using sshpass tool cannot shut the NAS down during power failure, the version of the sshpass tool may be
1.04.
The sshpass tool whose version is 1.04 will result in inabiltiy to shutdown NAS. You must check whether the version of the sshpass tool is 1.04. If the version is 1.04, you must change another version..
15.
The Agent UPS/Status page does not display the correct UPS status.
It may be caused when Agent is installed on Linux which is a virtual machine on VMware ESXi. To resolve the problem, please follow the steps below to change the USB controller type of the virtual machine from EHCI+UHCI to xHCI :
Launch vSphere Client to click edit virtual machine settings to the target Linux.
Click Remove button of the VMware Machine Properties to remove the existing USB device.
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Click Remove button of the VMware Machine Properties to remove the present USB controller.
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Click Add button of the VMware Machine Properties to add a USB controller.
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Select USB Controller from the list and click the Next .
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Select xHCI of the USB Controller type and click the Next .
Click Finish to complete add USB Controller.
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16.
Communication cannot be established between Agent, Client and Center.
The SSL certificate changed in PPBE 3.1.2, so PPBE versions earlier than 3.1.2 cannot interact with PPBE 3.1.2 or later. For example, Client version 3.1.1 cannot interact with the Agent version is 3.1.2. To resolve this problem, please update PPBE to the latest version. Otherwise, contact CyberPower for assistance.
17.
I cannot open the PowerPanel® Business Edition installation file.
Please follow the below steps to resolve the problem:
Right click the installation file and click Properties to open Properties window.
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Click Unblock button to unblock the installation file.
Click Apply to save the change and click Ok to close Properties window.
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18.
The PowerPanel® Business Edition installation file's digital signature is not valid.
It is caused because the operating system does not support the SHA-256 signature the installation file uses.
Please follow the solutions below to resolve the problem for different versions of Windows:
On Windows 8.1
, Windows 8 , Windows 7 , Windows Server 2012 or Windows Server 2008 R2 , please update the Windows via Windows Update to support SHA-256 signatures.
On the version is earlier than Windows 7 or Windows Server 2008 R2 , please click Allow or Run when security warning dialog appeared after the installation file is opened.
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FAQ
1.
If multiple computers are connected to a single UPS, how do I determine which computer to install the
Agent or the Client on to ensure each computer can be shut down gracefully in event of power outage?
The computer that is connected to the UPS with a serial or USB cable should install the Agent, and the remaining ones should install the Client.
2.
After the PowerPanel
®
Business Edition installation is complete, how do I access the web interface?
On Windows, you can select the Start > All programs >PowerPanel Business Edition >PowerPanel Business
Edition Agent (or PowerPanel Business Edition Client/ PowerPanel Business Edition Center ) for local use.
You can also enter the URL, http:// hosted_computer_IP_address:3052 , in the address filed of the web browser from a remote computer.
On Linux, you only enter the URL, http://localhost:3052 , the address field of the web browser from a remote computer for a local access. You can also enter the URL, http://hosted_computer_IP_address:3052 , in the address filed of the web browser from a remote computer.
3.
Which operation systems are supported by PowerPanel
®
Business Edition software? And which browser supports them?
Refer to the Getting Started/Prerequisites for more details.
4.
My Client computer connects to a PDU. How do I ensure the IP address assigned on the
Power/Configuration page matches the actual PDU IP address? How do I ensure the outlet configured on the Power/Configuration page matches with the actual connection?
Click the Identify button at the Outlet block screen. The PDU LCD screen will blink the outlet number on the connected PDU. The PDU IP address can be verified by pressing the select button on the PDU until the IP address displays on the LCD.
5.
What is the difference of the NCL (Non-Critical Load) outlet and CL (Critical Load) outlet? Which equipment should connect to NCL outlet or CL outlets?
The NCL outlets are only available on specific UPS models and are designed to be powered off early to maximize the battery runtime for the CL outlets. Non-critical equipment such as redundant equipment ,monitors, or other non-critical equipment should be connect to the NCL outlets to be powered off early. This will maximize the battery runtime for critical equipment such as servers on the CL outlets.
6.
The UPS/Load page allows users to establish communication with the Client by assigning the Client's IP address. Are there other ways to establish communication?
Communication can be established by assigning the Agent's IP address on the Device Network Address section on the Power/Configuration page in the Client. See the Power/Configuration for more details about how to establish the communication with the Agent.
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7. How can I make PowerPanel
®
Business Edition run a program when a particular event has occurred?
Create a .cmd file and save it into the extcmd folder of PowerPanel
®
Business Edition installation folder. Then write a command to run your own programs into this script file. Please refer to the default.cmd
in the extcmd folder to write your own script.
8.
I am not sure what the IP address of the UPS/PDU/ATS is. How can I obtain the correct IP address?
Use the Power Device Network Utility tool to help you to find the correct IP address of UPS/PDU/ATS. This device list will list the all CyberPower device ’s IP address on the local network.
9.
How do I uninstall PowerPanel
®
Business Edition?
On Windows, go to Start > Control Panel > Add or Remove Programs. Click the Change/Remove button of
PowerPanel
®
Business Edition to uninstall the program.
On Linux and VMware ESXi, only PowerPanel
®
Business Edition Client can be installed. The default installation directory is /usr/local/ppbe on the Linux platforms and /opt/ppbe on VMware ESXi. Execute the uninstall.sh
command in the installation directory to uninstall the program.
10.
How can I get a notice when a power condition has cleared?
When a power condition is clear, it will broadcast a notification and also run the command file. A custom script can be created for events. The script can utilize the environment variable EVENT_STAGE to compare the key
OCCUR to identify an event that has occurred or FINISH to identify an event that has cleared.
11.
What network protocol is used in PowerPanel
®
Business Edition?
SNMP is used on communications between Client, Center, PDU or UPS with remote management card. HTTP and HTTPS are used between the Agent and the Client.
12.
What the network ports are used by PowerPanel
®
Business Edition?
Port 3052 (UDP/TCP), port 53568 (TCP), port 161(UDP), port 162 (UDP) and port 53566(UDP)
13.
I try to set the Client to establish to communication with one of PDUs. How do I identify the targeted device IP?
Refer to the Easy-to-Setup Device IP for details.
14.
How do I ensure that the SNMP settings between the Client and UPS/PDU/ATS are properly setup?
To receive the trap notification from the UPS/PDU/ATS all the time, follow steps to verify the SNMP settings:
Open the Network/Trap Notification page on the UPS/PDU/ATS web and the Security/Authentication page on the Client.
Confirm that the IP address of the Client can be found on the Network/Trap Notification page of the
UPS/PDU/ATS web. If the IP address can be searched, skip the step 3.
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If the IP address of the Client could not be found, click the Trap Receiver shortcut of the Network/Trap
Notification page to enter the Trap Configuration page. Enter the required data to add a new trap receiver.
If the IP address of the Client could be found, verify the SNMP settings are matched.
15.
How do I determine that if my computer is using hibernation or not?
If the operating system is Windows 2000 , Windows XP or Windows Server 2003 , please follow the below steps to enable the hibernation:
Open Power Options in the Control Panel. (Go to Start > Control Panel > Power Options .)
Click the Hibernate tab, and then select the Enable hibernate support option. Click the OK button to close the
Power Options dialog box. The hibernation has been enabled. If the tab is not available, your computer doesn’t support this hibernation.
If the operating system is Windows Vista, Windows 7, Windows Server 2008 , Windows 8 or Windows
Server 2012 please follow the below steps to enable the hibernation.
Open the Command Prompt dialog box.
Use the command powercfg.exe -hibernate on to enable the hibernation.
16.
Which series does my UPS model belong to?
Check the UPS model and determine to which series your UPS belongs:
If the model name conforms to the format of “OLxxxxRMXL”, “OLxxxx”, it belongs to Smart App Online series.
If the model name conforms to the format of “PRxxxxLCDRM”, “PRxxxxLCDRT”, “PPxxxxSWRM” or
“PPxxxxSW”, it belongs to Smart App Sinewave series.
If the model name conforms to the format of “ORxxxxLCDRM” or “ORxxxxLCDRT”, it belongs to Smart
App Intelligent LCD series.
If the model name conforms to the format of “OPxxxx” or “CPSxxxxAVR”, it belongs to Smart App AVR series.
If the model name conforms to the format of “OLxxxxTEXL” or “OLxxxxEXL-M”, it belongs to Paragon
Tower series.
If the model name conforms to the format of “PRxxxxELCDRT” or “PRxxxxELCDRTXL”, it belongs to
Professional Rack Mount LCD series.
If the model name conforms to the format of “PRxxxxE”, it belongs to Professional Rack Mount series.
If the model name conforms to the format of “PPxxxxE”, it belongs to Professional Tower series.
If the model name conforms to the format of “ORxxxxELCD”, it belongs to Office Rack Mount series.
If the model name conforms to the format of “OPxxxxE”, “OPxxxxTE”, “OPxxxxUE” and “OPxxxxUTE”, it belongs to Office Tower series.
17.
How do I add USB connection to vMA (vSphere Management Assistant) on VMware ESXi for Agent to establish communication?
Follow these steps to add a USB connection:
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Launch vSphere Client to click edit virtual machine settings to the target vMA.
Click Add button of the VMware Machine Properties to add a USB controller.
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Select USB Controller from the list and click the Next . (Select Serial Port if using serial connection.)
This will add a USB Controller , click Next to add a USB Device .
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Select New USB Controller and click Add to add a USB device.
Select USB Device item and click Next to proceed.
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Select the USB Device of the target UPS which is connected with vMA. Click the Next button to finish.
Note: In order to make sure that USB device of the target UPS can connect to vMA after a USB controller is added, it is strongly recommended to upgrade the virtual hardware to the latest version prior to adding a USB controller and a USB device. See How do I upgrade the virtual hardware version of vMA for details.
18.
How do I upload the installer to vMA?
Login the vSphere Client .
Select the VMware host.
Click Configuration
Select the target datastore from the right hand side.
Right click the target datastore and click Browse Datastore.
Click Upload button on the toolbar and select the file you want to upload.
Click OK button to continue with the upload files into the target datastore.
19.
How do I upgrade the virtual hardware version of vMA?
For vMA running on ESXi 5.x, it is recommended to upgrade the virtual hardware to version 8. To upgrade the virtual hardware version of VMA as below steps:
Start the vSphere Client and power off the target vMA.
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Right-click the virtual machine and select the Upgrade Virtual Hardwar e menu option to upgrade virtual hardware.
Click Yes to continue with the vMA upgrade.
Power on the vMA to make the changes take effect.
20.
How do I restart the PowerPanel Business Edition service?
For windows, restart the service from the PowerPanel Business Edition Service > Services > Administrative
Tools > Control Panel .
For Linux, run the commands in order to restart the service: sudo service ppbed stop and sudo service ppbed start .
21.
How do I change the password to access the trust list of PowerPanel Business Edition?
The default password is “ changeit ”. User can edit <PPBE_installation_directory>/web/etc/cacertpd in the text editor to replace the default password with the default one. PPBE_installation_directory is the directory to install the PowerPanel Business Edition.
22.
I cannot add the new SSL certificate into the trust list.
Due the duplicate alias name is available in the trust list, the certificate cannot be added. In order to add the new certificate into the list, the certificate which has the duplicate alias name should be removed from the list.
Follow the steps to remove the certificate:
Switch to the <agent_installation_directory>/jre/lib/security directory in the command prompt. cd <agent_installation_directory>/jre/lib/security
Run the below command to remove the certificate from the trust list.
<agent_installation_directory>/jre/bin/keytool.exe –delete –alias <alias_name> -keystore cacerts
Enter “ changeit ” as the password for the certificate removal.
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Enter “y” to apply the certificate removal.
Restart the Agent service to reload the trust list and take effect. Refer to How to restart PowerPanel
Business Edition service of
FAQ chapter for more details.
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