LanSafe III UPS software

Does anyone else out there use this. We have this program running on 7 NT servers. There are two groups. There is a group controller and 2-3 group members. The controller can always connect to the UPS but the members can not consistently connect to the controller. I would be happy with any help someone could give on this topic. Lansafe is made by PowerWare and they have not been helpful, they won’t even return my mail.