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ok - lets start from the beginning.
The cable - being new and provided - we can rule out being an issue. They wouldn't provide a crossover by mistake either - so lets figure the issue is elsewhere.
Couple of things that can make the com port not function as intended. Check the documentation and see what baud rate the com port needs to be at. Often, this can be changed in your monitoring software. Find out what the default for the device/software is. Then go into device manager and make sure that the properties for the com port match. If the software is running at 9600, and the port is set to 2400 for example - your going to have issues.
Also double check the flow control for the port. If its set to hardware or Xon/Xoff, set it to none and reboot.
Also - provide model and data on the UPS - we may be able to research a bit more with that info if you need further help.
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Good Hunting!
Captain Haplo
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