[Nut-upsuser] Fixing Drops With SMART1500LCDXL & USB-HID Driver

Mon Jun 17 20:00:31 BST 2019

Hi Network UPS Tools Support,

I'm not sure if this is a question for the "user group" or the developer group".

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.

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):
May 29 19:25:27 localhost kernel: usb 2-2.1: new low-speed USB device number 6 using uhci_hcd
May 29 19:25:27 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012
May 29 19:25:27 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0
May 29 19:25:27 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS
May 29 19:25:27 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite
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
May 29 19:25:29 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale
May 29 19:25:29 localhost upsd: UPS [TrippLiteUPS] data is no longer stale
May 29 19:25:45 localhost kernel: usb 2-2.1: USB disconnect, device number 6
May 29 19:25:47 localhost upsd[6287]: Data for UPS [TrippLiteUPS] is stale - check driver
May 29 19:25:47 localhost upsd: Data for UPS [TrippLiteUPS] is stale - check driver
May 29 19:25:49 localhost kernel: usb 2-2.1: new low-speed USB device number 7 using uhci_hcd
May 29 19:25:49 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012
May 29 19:25:49 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0
May 29 19:25:49 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS
May 29 19:25:49 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite
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
May 29 19:25:51 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale
May 29 19:25:51 localhost upsd: UPS [TrippLiteUPS] data is no longer stale
May 29 19:27:24 localhost systemd: Started Session 2 of user npg.
May 29 19:27:24 localhost systemd-logind: New session 2 of user npg.
May 29 19:29:04 localhost kernel: usb 2-2.1: USB disconnect, device number 7
May 29 19:29:05 localhost upsd[6287]: Data for UPS [TrippLiteUPS] is stale - check driver
May 29 19:29:05 localhost upsd: Data for UPS [TrippLiteUPS] is stale - check driver
May 29 19:29:07 localhost kernel: usb 2-2.1: new low-speed USB device number 8 using uhci_hcd
May 29 19:29:07 localhost kernel: usb 2-2.1: New USB device found, idVendor=09ae, idProduct=2012
May 29 19:29:07 localhost kernel: usb 2-2.1: New USB device strings: Mfr=1, Product=2, SerialNumber=0
May 29 19:29:07 localhost kernel: usb 2-2.1: Product: Tripp Lite UPS
May 29 19:29:07 localhost kernel: usb 2-2.1: Manufacturer: Tripp Lite
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
May 29 19:29:07 localhost upsd[6287]: UPS [TrippLiteUPS] data is no longer stale
May 29 19:29:07 localhost upsd: UPS [TrippLiteUPS] data is no longer stale
May 29 19:29:24 localhost kernel: usb 2-2.1: USB disconnect, device number 8

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:

1)      This in the ups.conf file
pollinterval = 1
[TrippLiteUPS]
    driver = usbhid-ups
    port = auto
    desc = "SMART1500LCD"

2)      The attached 62-nut-usbups.rules file at /etc/udev/rules.d/

3)      The attached 42-usb-hid-pm.rules /usr/lib/udev/rules.d/

Below is some other information that may be relevant regarding my testing.

*         I installed using the command "yum install nut.x86_64"

*         Operating system version:
CentOS Linux release 7.6.1810 (Core)

*         Network UPS Tools version
Network UPS Tools upsd 2.7.2

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.

The questions I have are:

1)      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)

2)      Is there a good way to get this fix implemented in the driver?

3)      Have you had any reports of similar issues?

4)      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.

Thanks for your time.

Thank you,
David Zomaya
Technical Support
[cid:image005.png at 01D52515.067A0AA0]
1111 W. 35th Street  |  Chicago, IL 60609 USA
773.869.1156  |  david_zomaya at tripplite.com
[cid:image006.png at 01D52515.067A0AA0]<http://www.tripplite.com/>

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