Frequently Asked Questions : Uninterruptible Solutions, New & Refurbished UPS Units APC Smart-UPS, PowerWare

Questions about UPS units in general

Questions about managing a UPS unit

What software do I need in order to have my computer automatically shut down during a power failure? Is this software included when I purchase a unit from this site?
Can I use a standard RS-232 serial cable with my refurbished UPS?
I have multiple computers I want to run off one UPS. How can I make sure they all shutdown properly when the UPS runs out of battery?

Questions about replacement batteries

Troubleshooting

Questions about orders from Uninterruptible Solutions

Questions about UPS units in general

Q. Why should I purchase a refurbished unit vs. a new unit?
A. Refurbished units are previously installed units which have been professionally reconditioned to ensure long life. All of our refurbished units come with brand new batteries installed in them, a 1 year warranty covering the unit and batteries. Units have been put through our thorough testing and examination and you can expect the same level of reliability from a refurbished unit as a new unit at only a fraction of the cost.

Q. What size unit should I get? What does the number on the front of the UPS indicate and are there any other ratings I should be aware of?
A. There are 2 key ratings you need to be aware of when choosing a UPS unit. The first is the VA rating. The VA (volt amp) rating is the maximum amount you can plug into a UPS. Each UPS will have a VA rating as well as a wattage rating. The connected load should not exceed 80% of either UPS rating. The second factor in deciding which unit to purchase is the amount of runtime the unit will be able to provide when the power fails. This number will vary with the amount that is plugged into the UPS. For example, a unit may run a single computer for 30 minutes, but with 2 computers plugged in, it might only last 15 minutes. Larger units typically can provide more runtime than smaller units, however that is not always the case. Runtimes can be found on each unit's page to determine how long each unit will provide power for. If you have additional questions about choosing the correct unit, please contact us toll free at 1-866-510-9724.

Q. Do the batteries in the UPS units automatically recharge? Why do I have to replace them if they do?
A. The UPS will automatically recharge the batteries when AC power is available and maintain them in order to provide the maximum runtime when the power fails. Batteries, however, due to their chemistry, wear out over time and eventually will no longer hold a charge. When this happens, the UPS will cease to be able to provide the backup it was designed to provide. The batteries in a UPS unit typically will last between 3-5 years before they go completely dead. However, we recommend replacing them every 2-3 years as they may no longer provide a useful amount of backup power after 2 years. Our FAQ on replacement batteries has more information on when to replace your batteries.

Q. Can I only plug computers into the UPS or can it power other equipment as well?
A. UPS units can provide power to most electrical devices, however some devices will not work with certain types of UPS units. Small unmotorized electrical devices such as computers, alarm clocks, entertainment systems, audio systems, or non-fluorescent lights can be powered off any UPS unit. Motorized loads such as sump pumps, fans, or fish pumps require a sine-wave unit such as a Smart-UPS 700 & higher or Matrix-UPS unit. A square-wave unit such as a Back-UPS and some Back-UPS Pro units can burn out motors or pumps. Motors also require an initial burst of power when they first start; because of this, a motorized load will require a larger UPS unit which is rated for the maximum amount of power the motor will draw in order to function. This is also true of laser printers and they should not be used with a unit rated under 1400 VA. Please call us toll free at 1-866-510-9724 with any questions about non-computer loads so we can make sure you receive a unit that will fit your needs. A guide is available on our UPS sizing page for backing up sump pumps.

Q. Should I backup my printer on the UPS?
A. Probably not, unless it is important to have the printer running during a power failure. Printers draw more power than a standard computer, will drain the battery quickly, and require a larger UPS unit to run. Many ink jet and laser printers will require an initial burst of power to start printing. This initial burst can overload a smaller UPS unit and cause the UPS to turn off the entire load. In general, printers should not be used with a unit under 1400 VA. Some smaller label printers can safely be used with smaller UPS units. Some UPS units provide surge protected outlets on the back for accessories that are too large or are unnecessary to have on battery backup. If a surge protection only outlet is not available, a simple surge protector strip should provide necessary protection for your printer.

Q. Is software required in order to use a UPS unit?
A. No, software is optional and the UPS will operate normally without it. The software will provide the ability to monitor the UPS, line conditions, etc. and automatically and safely shut down an unattended computer during an extended power failure.

Q. What do the VA and Wattage ratings of a unit mean?
A. The wattage and VA (volt amp) ratings on a unit indicate the amount of devices you can safely plug into the unit. They are different ways of measuring the amount of power a device takes. For some applications the VA rating and the wattage ratings will be the same (such as an incandescent bulb), however for most computer equipment, the maximum wattage will be about 60-65% of the VA rating. Each UPS has a wattage rating which is displayed on their listing page.

Q. My computer has a 500 watt power supply. Do I need a UPS rated to 500 watts?
A. In most cases, no. Computer power supplies are rated for the maximum amount of power they can deliver to the computer should it require it and not the average or the actual amount of power. A standard P4 computer with one hard drive and one CD-ROM will only draw about 100-150 watts of power during normal use, not including the monitor. A computer with more hard disks, multiple processors, or other power-consuming devices may require more power.

Q. Is it safe to change the plug on a Smart-UPS 2200 or 3000 unit for a standard 15 amp or 20 amp plug instead of the 20 amp or 30 amp twist lock plug?
A. We highly recommend wiring the building with the proper plug for the UPS unit, but under certain conditions, it may be safe to use a smaller plug. First, and most importantly, the building electrical circuit must have a circuit breaker that is rated at the same or less amperage than the plug’s rating. For example, if an existing 20 amp plug is changed for a 15 amp plug, the circuit breaker for the circuit of the UPS must be a 15 amp breaker. For a 20 amp plug, the breaker must be 20 amp. Second, the UPS must not have a load which is too large for the plug size. For example, the national electrical code requires that a unit with a 15 amp plug cannot exceed 12 amps which includes both the load plugged into the UPS and the internal UPS charger. If there is any question if the maximum current will exceed the limit of a smaller plug, do not use a smaller plug. In order to utilize the full capacity of larger UPS units, the default plug must be used (20 amp for a 2200 VA unit and 30 amp for the 3000 VA unit.) Consult a local electrician or your local authority for local code requirements.

Q. What is AVR and what does it do?
A. AVR stands for automatic voltage regulation. A unit equipped with AVR is able to take sagging or high voltage and correct them into an acceptable range without using battery power. Units that are not equipped with AVR will still protect the load in the event of a power sag or spike, but they will simply switch to battery which may drain the battery and cause the UPS to turn off the load once the battery is depleted. All Matrix-UPS units and most Smart-UPS units are equipped with AVR.

Q. What does it mean that a UPS is sine-wave or square-wave?
A. The sine-wave or square-wave refers to how the power that the UPS provides looks when on battery. Normal AC power from a wall outlet is sine wave. However, manufacturing a UPS which provides sine-wave power is more expensive, so lower end UPS units will provide square-wave or modified square-wave power. Since computers convert AC power into DC, the type of wave usually will not cause problems for computers, monitors or other non-motorized electronic devices, although they will cause electronics plugged into them to emit a buzzing noise when on battery. Square-wave power will cause damage to motorized loads such as pumps, motors, etc. and should not ever be used with them. Sine-wave units produce cleaner power which is healthier for computers and can also provide power for motorized loads. Smart-UPS units over 700 VA all have built in automatic voltage regulation as well which cleans up AC power even when the unit is not on battery.

Q. If I want to store my UPS unit for a long period of time, is there anything special I need to do?
A. Yes. UPS units use lead acid batteries which must be stored fully charged. Lead acid batteries will slowly drain over the course of time, even when they are disconnected, so they must be recharged every 6 months to avoid damage. If the unit is stored with its batteries still connected, it must be recharged every 2 months. The UPS and batteries should be stored at normal room temperature. Even when properly maintained, the batteries may still show signs of wear after the storage time and may need to be replaced.

Questions about managing a UPS unit

Q. What software do I need in order to have my computer automatically shut down during a power failure? Is this software included when I purchase a unit from this site?
A. There are several different programs that can work with your UPS unit to ensure your computer is protected against power failures while the operator is away from the computer. Most of these programs are downloadable for free from the Internet and thus are not included with the unit. APC provides PowerChute for their UPS units for free from their website. Below is a list of common programs:

APC PowerChute Personal Edition (for win98 only)
APC PowerChute Business Edition
APCUPSD (Linux, BSD)

Q. Can I use a standard RS-232 serial cable with my refurbished UPS?
A. Unfortunately, no. Most UPS manufacturers have their own proprietary pinouts for their cables. Using a standard RS-232 cable can actually cause damage to your UPS or your computer. It can also cause the UPS to shutdown immediately when switching to battery. We sell the correct cables in our Management Devices section. Please note that Smart-UPS and Back-UPS units use different cables which are not necessarily interchangeable.

Q. I have multiple computers I want to run off one UPS. How can I make sure they all shutdown properly when the UPS runs out of battery?
A. If you have less than 5 computers running on one UPS, you can use APC’s PowerChute Business Edition to shutdown all the computers simultaneously when the power fails for a long period of time. APC also makes several ethernet based SNMP cards which an unlimited number of computers can monitor. Please see our Management Devices section for more information on SmartSlot cards.

Questions about replacement batteries

Q. Are the batteries you sell brand new or refurbished?
A. We only sell brand new batteries straight from the factory. Lead acid batteries, due to their chemistry, will suffer permanent damage if they sit for more than 6 months without being recharged. We have an average turnover time of only a few weeks to ensure the batteries are in the best condition possible when they arrive.

Q. I purchased new batteries and installed them, but the red replace battery light is still on. What's wrong?
A. Most likely the UPS simply needs to be recalibrated. The Smart-UPS units have a microprocessor that keeps track of how long the batteries actually provided power the last time the unit ran on batteries. The runtime estimate provided by PowerChute and the battery light bars on the front of the unit are based on that number. The unit is not aware that new batteries have been installed, so a recalibration is necessary. Often times, simply pressing the test button is enough to clear the bad battery light, however the runtime reported by PowerChute will still be inaccurate. To correct this, it is necessary to do a battery runtime calibration from PowerChute or to do one manually.

The unit can be “re-calibrated” by putting the unit through a simple process. First, allow the unit to fully charge. It should be plugged in for at least 12 hours without any interruptions to the incoming power. Make sure that all computer equipment and all communication cables are disconnected from the UPS (including network management cables) and plug in 100 watt light bulbs to the UPS until you have a least a 20% load on the UPS. For example, a Smart-UPS 700 – 1 bulb, Smart-UPS 1000 – 2 bulbs, Smart-UPS 1400 – 3 bulbs, Smart-UPS 2200 – 4 bulbs, Smart-UPS 3000 – 5 bulbs. Then, make sure that all 5 LEDs are illuminated on the battery charge indicator and unplug the UPS from the wall. Allow the unit to run until it clicks all the way off. If you time how long the UPS runs after it is unplugged and compare it to the time it should provide, you will have a rough percentage of the battery life remaining. If the unit drops the load almost immediately after you unplug it, this means that either the batteries are bad or there is a different problem with the unit. If the unit does run, however, and clicks off, unplug the light bulbs and plug the UPS back into the wall. Allow it to charge for another 12 hours, after which the unit should report the correct runtime remaining and clear the bad battery light and/or return the battery charge indicator to a solid light.

Note: Do not use PowerChute's “recalibrate unit” function to recalibrate the unit as it is only a partial recalibration and does not provide accurate results.

Troubleshooting

Q. I got my unit and plugged it in, but it doesn’t do anything. What's wrong?
A. The problem most likely is that you need to reconnect the batteries which were disconnected prior to shipping to comply with DOT regulations. There should be a notice attached to the packaging around the UPS or on the UPS detailing how to reconnect the batteries. For most Smart-UPS tower models, simply open the front battery door cover and insure the red wire is attached to the red terminal. Some Smart-UPS units may have yellow disconnect plugs that need to be inserted into the back of the unit to reconnect the batteries or may have a yellow disconnect behind the front bezel. To connect the batteries on most Back-UPS units, open the battery door on the bottom of the unit and reattach the red wire to the red terminal. Please note that it is normal for this process to emit a spark. If this does not solve your problem, please contact us toll free at 1-866-510-9724 or via email at: info@uninterruptiblesolutions.com so we can resolve the issue.

Q. The site wiring fault light comes on when I plug in the UPS.
A. This indicates a potentially unsafe condition with the building wiring, which should be inspected by an electrician immediately as this may indicate a serious problem. A simple outlet tester available at any hardware store will usually indicate what is causing the alert. Any of the following can cause the light to illuminate:

the outlet is not properly grounded,
the hot and neutral wires are reversed, or
there is an overloaded neutral wire

Q. The unit appears to be functioning, but drops the load every once in a while.
A. This can be caused by several conditions. If the batteries are more than 2 years old or have been through more than 100 complete cycles, chances are good they need to be replaced. For more information on replacing the batteries see the FAQ section about replacing batteries. Another cause of this problem is that the batteries are not properly connected or the battery connection is loose. Please verify that the batteries are properly connected. If the unit is an APC Smart-UPS unit, it has a sensitivity setting on the back of the unit which can be adjusted to cause the unit to be more or less sensitive. To change the sensitivity, find the green light on the back and press the button until it changes from dim to bright. If the problem persists, please call us toll free at 1-866-510-9724 so we can further diagnose the problem.

Q. The unit keeps switching to battery even though the power stays on.
A. APC units are designed to transfer to battery before there the power is actually lost so that they provide a continuous supply of power. To do this, the unit will monitor the power and detect quick changes in voltages, dips, spikes, and harmonic distortion of the incoming power. If any of those go out of an acceptable range, the unit will transfer to battery. If this happens frequently, we recommend desensitizing your UPS. APC Smart-UPS units have a sensitivity setting on the back of the unit. To desensitize the unit, look for the green light and press the white button next to it until the light becomes dim. APC Back-UPS units may have a dip switch on the back labeled “reduce transfer voltage by x volts.” Simply change those dip switches to change desensitize the unit. Some Back-UPS Pro units such as the 280, 650 can be desensitized, but must be done so via software and require a smart communication cable which is available from the management devices section. Desensitization is usually required when running the UPS from a small gas powered generator.

Questions about orders from Uninterruptible Solutions

Q. Can I return an item if I discover it isn't the right item for me?
A. Yes, however limitations do apply due to the nature of UPS units. Our full return policy can be found by clicking the link on the left of this page. UPS units must be shipped back within 7 days after delivery and in their original condition for a full refund. Batteries must be shipped completely charged and disconnected for shipping. We do not charge a restocking fee, but postage costs will be the responsibility of the buyer. Other items, such as management devices, may be returned up to 30 days after the purchase. Again, postage is still the responsibility of the buyer but there is no restocking fee.

Q. If I purchase multiple items can they be shipped via freight instead of UPS?
A. Yes. We are happy to work with you to arrange shipping in whatever way is easiest for you. Please call us to arrange other shipping options toll free at 1-866-510-9724.

Q. Why are some units shipped in multiple boxes?
A. In an effort to keep shipping costs down, make packages more manageable and to prevent damage to the UPS, we ship larger units in multiple boxes when the total weight exceeds 70 lbs. Normally, we ship the unit in one box and the batteries in another. If this is a concern, please contact us before placing an order.

Q. I need a part for a UPS unit. Do you sell parts?
A. We often have many parts in stock, although they are not listed on this site. Please call us toll free at 1-866-510-9724 for more information.

Q. Do you ever have any cosmetic discounted units available?
A. Depending on our stock, occasionally we may offer units with cosmetic defects for a reduced price. Please call us toll free at 1-866-510-9724 for more information about discounted units.

Q. I am interested in buying units in quantities or becoming a reseller. Do you offer larger packages?
A. We do offer reseller programs. Please contact us toll free at 1-866-510-9724 or via email: info@uninterruptiblesolutions.com for more information.