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<p class="MsoNormal">Hi Network UPS Tools Support,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’m not sure if this is a question for the “user group” or the developer group”.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">My name is David Zomaya and I work at Tripp Lite in our technical support department. Copied on this email are Eric Cobb from our Product Management group & Jonathan Manzanilla tech support subject matter expert for our single phase UPS
product lines. <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Recently, we received a complaint about our SMART1500LCDXL dropping and reconnecting in different Linux Operating Systems.A fter some in-house testing, the behavior seems to be reproducible on a number of different *nix operating systems
(Windows seems fine). Here’s an example of the drops in /var/log/messages (I’ll use CentOS 7.6 as my reference point throughout this email):<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: usb 2-2.1: new low-speed USB device number 6 using uhci_hcd<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:27 localhost kernel: hid-generic 0003:09AE:2012.0004: hiddev0,hidraw1: USB HID v1.10 Device [Tripp Lite Tripp Lite UPS ] on usb-0000:02:02.0-2.1/input0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:29 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:29 localhost upsd: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D;background:yellow;mso-highlight:yellow">May 29 19:25:45 localhost kernel: usb 2-2.1: USB disconnect, device number 6</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:47 localhost upsd[6287]: Data for UPS [TrippLiteUPS] is stale - check driver<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:47 localhost upsd: Data for UPS [TrippLiteUPS] is stale - check driver<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: usb 2-2.1: new low-speed USB device number 7 using uhci_hcd<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:49 localhost kernel: hid-generic 0003:09AE:2012.0005: hiddev0,hidraw1: USB HID v1.10 Device [Tripp Lite Tripp Lite UPS ] on usb-0000:02:02.0-2.1/input0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:51 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:25:51 localhost upsd: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:27:24 localhost systemd: Started Session 2 of user npg.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:27:24 localhost systemd-logind: New session 2 of user npg.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D;background:yellow;mso-highlight:yellow">May 29 19:29:04 localhost kernel: usb 2-2.1: USB disconnect, device number 7</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:05 localhost upsd[6287]: Data for UPS [TrippLiteUPS] is stale - check driver<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:05 localhost upsd: Data for UPS [TrippLiteUPS] is stale - check driver<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: usb 2-2.1: new low-speed USB device number 8 using uhci_hcd<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost kernel: hid-generic 0003:09AE:2012.0006: hiddev0,hidraw1: USB HID v1.10 Device [Tripp Lite Tripp Lite UPS ] on usb-0000:02:02.0-2.1/input0<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D">May 29 19:29:07 localhost upsd: UPS [TrippLiteUPS] data is no longer stale<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in"><span style="color:#1F497D;background:yellow;mso-highlight:yellow">May 29 19:29:24 localhost kernel: usb 2-2.1: USB disconnect, device number 8</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">As a result, this impacted the user’s ability use NUT software on their Linux hosts. After some trial and error (and a lot of search engine use), I was able to find that the following configuration changes/settings stop the drops and stabilize
performance:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo2"><![if !supportLists]><span style="mso-list:Ignore">1)<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>This in the ups.conf file<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in">pollinterval = 1<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in">[TrippLiteUPS]<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in"> driver = usbhid-ups<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in"> port = auto<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in"> desc = "SMART1500LCD"<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo2"><![if !supportLists]><span style="mso-list:Ignore">2)<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>The attached 62-nut-usbups.rules file at /etc/udev/rules.d/<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo2"><![if !supportLists]><span style="mso-list:Ignore">3)<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>The attached 42-usb-hid-pm.rules /usr/lib/udev/rules.d/<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Below is some other information that may be relevant regarding my testing.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>I installed using the command “yum install nut.x86_64”
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Operating system version:<o:p></o:p></p>
<p class="MsoNormal" style="text-indent:.5in">CentOS Linux release 7.6.1810 (Core)
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Network UPS Tools version<o:p></o:p></p>
<p class="MsoNormal" style="text-indent:.5in">Network UPS Tools upsd 2.7.2<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"> <o:p></o:p></p>
<p class="MsoNormal">I’m not the most well-versed in Network UPS Tools, so I am not sure how “good” of a solution this is. I can however, get you more information on our product and testing if that helps.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">The questions I have are:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo3"><![if !supportLists]><b><span style="mso-list:Ignore">1)<span style="font:7.0pt "Times New Roman"">
</span></span></b><![endif]><b>Does the above seem like a “good” way to address this problem? (given that the drops are something we need to look into on our end)<o:p></o:p></b></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo3"><![if !supportLists]><b><span style="mso-list:Ignore">2)<span style="font:7.0pt "Times New Roman"">
</span></span></b><![endif]><b>Is there a good way to get this fix implemented in the driver?<o:p></o:p></b></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo3"><![if !supportLists]><b><span style="mso-list:Ignore">3)<span style="font:7.0pt "Times New Roman"">
</span></span></b><![endif]><b>Have you had any reports of similar issues?<o:p></o:p></b></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo3"><![if !supportLists]><b><span style="mso-list:Ignore">4)<span style="font:7.0pt "Times New Roman"">
</span></span></b><![endif]><b>While we are communicating, are there any other open Tripp Lite items I could help your team(s) with? No promises, but if I can help I’d like to.
<o:p></o:p></b></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks for your time. <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="line-height:120%;text-autospace:none"><span style="line-height:120%;color:black;letter-spacing:-.05pt">Thank you,<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:120%;text-autospace:none"><b><span style="line-height:120%;color:black;letter-spacing:-.05pt">David Zomaya</span></b><span style="line-height:120%;color:black;letter-spacing:-.05pt"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="letter-spacing:-.05pt">Technical Support<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;letter-spacing:-.05pt"><img width="211" height="51" style="width:2.1979in;height:.5312in" id="Picture_x0020_19" src="cid:image005.png@01D52515.067A0AA0"><o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:120%;text-autospace:none"><span style="font-size:10.0pt;line-height:120%;color:black;letter-spacing:-.05pt">1111 W. 35th Street | Chicago, IL 60609 USA<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:120%;text-autospace:none"><span style="font-size:10.0pt;line-height:120%;color:black;letter-spacing:-.05pt">773.869.1156 | david_zomaya@tripplite.com<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-top:9.0pt;line-height:120%;text-autospace:none">
<a href="http://www.tripplite.com/"><span style="font-size:8.0pt;line-height:120%;color:black;letter-spacing:-.05pt;text-decoration:none"><img border="0" width="92" height="22" style="width:.9583in;height:.2291in" id="Picture_x0020_2" src="cid:image006.png@01D52515.067A0AA0"></span></a><span style="font-size:12.0pt;line-height:120%;font-family:"Minion Pro";color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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