Apex Components Sensitive to Firmware Upgrades

[reefs4life]

Does anyone here find the Apex/Apex modules and such to be super delicate when it comes to doing firmware updates? The only reason I mention this is because I recently tried to do firmware updates to both my display and my newly added EB8 and got issues with both of them now. As I tried to do a firmware update on them I got a message saying "Firmware update will start in 10 seconds. Please wait" I wait a while and nothing like the module just turned into a brick. I'm wondering if Neptune is ever going to give the user a master reset option of some sort of way to manually reset or forcefully resend firmware without sending these parts back. I'm sure all of us find it to be a serious inconvenience when these parts have to go back since they're such a vital part of our systems and the lack of certain parts can make for some serious detrimental effects to our little pieces of the ocean. Now I don't want to sit here and bash on Neptune or anything but can't there be a simpler way of fixing things at home or making things not so sensitive if things go wrong. Like the whole idea that something can turn into a brick for unknown reasons and then having to send it back and go through the hassle and sometimes spend extra money on a system that is already expensive just seems to take away from its reliability and value. Any ideas or help would be greatly appreciated. Thanks

 

[Widdy]

Haven't had those experience(s) yet, knock on wood. Just upgraded to Fusion BETA and updated all my modules, no problems. But I do understand that sending back any part of your system back is a PITA especially without any backup. I'm not sure why they can't do a advance parts exchange. Send you a replacement with a credit card on hold for the full amount. At least this way you have something to work it. /shrug

 

[charliethetuna88]

yeah I had to send an eb8 out for repair and they wound send u a new one till they receive the broken one .so I had to buy a spare eb8.also good luck calling them took 3 days worth of calling to get threw

 

[mheaven]

There customer service is by far the worse I have ever seen. They don't answer the phone when you call. I called for a week straight, left phone messages and I didn't get a call back. I tried all the options tech support, sales and nothing.

As for the parts service they should deff have something like widdy said, put a charge on my credit card till they get my broken part. That way we don't lose any of there so call " best controller in the market available" experience.

 

[mbg75]

Was never like that. Guess they are dropping the ball.

 

[charliethetuna88]

Yeah I woundnt mind the credit card charge

 

[reefs4life]

Yeah it's ridiculous, my Apex has rendered itself completely unreliable and useless. This morning the temp was down to 71. It's funny because the only reason people purchase this thing is for peace of mind but it doesn't seem to be providing that lately. Additionally, I even sent out the base unit less than 2 months ago to have it repaired, they did whatever they did supposedly, charged me $60 and I was without it for a week. Now I am in a similar predicament, with the added kick of having ich. I know ich has always been in my system but it never displayed itself so much nor has it ever been a problem in the past, so I am partially blaming the unreliability of my Apex for throwing the temp off so much and severely impacting the stress levels of my fish.

 

[mluz]

Switch to reef Angel, they have a forum with very helpful people. Frankly I have not had a problem that I was not able to fix just by doing a forum search. Granted the equipment it's not as pretty but I find that for my needs it offers the same capability.

 

[Widdy]

Thermostat on heaters didn't regulate the temps while Apex was in for repairs?

Unless RA offers an advance exchange program so a tank is never without their controller, it'll just come full circle. Equipment will break. It all comes down to customer service. If they do, that's HUGE and should be applauded for their foresight.

 

[greenstreet.1]

Try the forum It has lost of info and help there.

 

[mluz]

Unless RA offers an advance exchange program so a tank is never without their controller, it'll just come full circle. Equipment will break. It all comes down to customer service. If they do, that's HUGE and should be applauded for their foresight.

Absolutely, i should have mentioned that, my comment refers to the apex being very sensitive to upgrades. I've seen numerous reports on the other major forum where people had the OPs experience when upgrading.

I've done several firmware upgrades on my reef angel without problem.

Either way the apex system is a fine product and i'm not bashing it. I've been very pleased with my reef angel i was just letting the OP know that.

 

[Widdy]

Understood. I haven't had any troubles with my Apex, knock on wood. It is always connected via ethernet cable. I don't trust wireless for anything let alone a bridged wireless connection, but for some this is the only method available to them.

There are just too many "other" variables involved when doing a firmware upgrade. Perhaps dual firmware, like on many motherboards or higher end cameras can alleviate bad flashes, but this will just add more cost. Or a reset button like on many consumer routers. Can't help but think that these companies without these mechanisms are just out to sell more hardware.

 

[oh207]

I've not had any issues upgrading firmware for any of my modules or base unit. I upgraded from 4.20 to 4.31 and every beta version since then for Apex Fusion. Each of the Modules and the EB8s had needed an upgrade, I did this through the web interface and everything went smoothly.
Is the unit completely dead? Can you try the update module using the controller display?

The most important thing to remember is that you need to have a wired Ethernet connection to perform the updates. Both to your Apex and to your Laptop or Desktop.
Some other points to keep in mind, I do this just to be safe.
Use Google Chrome Browser
Clear browser cache, before and after update

I've only had one issue with my PM2 module and Support logged into my computer remotely and fixed the issue in a few seconds. It wasn't something that I could have fixed, they had to telnet into the Apex and reset the communication between the PM2 and Base unit. I was very pleased with the support received and the time to resolve the issue.

 

[audiofile18]

i've not had any issues upgrading firmware for any of my modules or base unit. I upgraded from 4.20 to 4.31 and every beta version since then for apex fusion. Each of the modules and the eb8s had needed an upgrade, i did this through the web interface and everything went smoothly.
Is the unit completely dead? Can you try the update module using the controller display?

The most important thing to remember is that you need to have a wired ethernet connection to perform the updates. Both to your apex and to your laptop or desktop.
Some other points to keep in mind, i do this just to be safe.
Use google chrome browser
clear browser cache, before and after update

i've only had one issue with my pm2 module and support logged into my computer remotely and fixed the issue in a few seconds. It wasn't something that i could have fixed, they had to telnet into the apex and reset the communication between the pm2 and base unit. I was very pleased with the support received and the time to resolve the issue.

+1

 

[BZOFIQ]

I've never had problem with my apex but than again I always use firmware that is one to latest. I let the beta testers figure out the issues so that I can rest easy.

RC has huge support forum with lots of people that can provide near instant replies. There is only one thing better than apex; two of them.