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ocboat

Neptune Classic Apex Help

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Posted (edited)

I have an older Apex lite with a single eb8.  Last night I got a text message that the Apex was disconnected from Fusion which is not rare because of my bad internet service, plus my return pump which is plugged into the apex was running so I really didn't give it a second thought.  Fast forward to today and I continued to get an alert that it was disconnected from fusion so I went to investigate.  The display was on and looked like it always does and the temperature and ph were normal but when I went to get into the menu, none of the buttons would work.  I unplugged the unit and when it powered back up, everything worked and the display indicated that it had dropped to 71.5.  Evidently the only outlets that were working were the return and skimmer which were programmed to fallback to on. Has this ever happened to anybody else?  I have had this for several years and this has never happened before.  Could it possibly indicate that the "brain" is failing?  Thanks for any help and advice.

Edited by ocboat

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I can’t give you any definitive answer, but are you aware of last week’s Apex Fusion outage that caused all sorts of problems for Apex Classic/Lite devices?  Here’s the official statement from Neptune:

 

”NOTICE:  

Yesterday, at approximately 19:45 PST we had a hardware failure to a key Apex Fusion server located with AWS. Our normal operating procedure for such an event went into effect and Apex Fusion was back to normal operation for all customers in less than 25 minutes.

During this outage, a percentage of Apex Classic customers (ApexClassic, Apex Gold, Apex Lite, and Apex Jr) were affected in that upon not receiving proper communication from this server, they reached a never-before-seen unstable state, and then subsequently rebooted as a recovery method. We have reports that some rebooted several times. We are currently investigating this issue in an attempt to recreate it in our lab, and if we can do that, put in place a software fix to prevent it from happening in the future. 

Second generation Apex owners (the “2016” model) were not affected in this way because they maintain connection and communicate to Apex Fusion in a slightly different manner. They simply lost connection with the Apex Fusion servers for that time while we were performing the recovery.

By 20:15 PST our server was back online and all Apex should have been back to normal operation. If your Apex remains disconnected from Apex Fusion, please contact our support team here: https://www.neptunesystems.com/support/contact-support/

No data was lost and no programming or configuration on your Apex was changed due to this downtime event. Your Apex should be operating normally at this time. 

We apologize for this service interruption.”

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Thank you. I was affected by that also but my apex never froze, I was just locked out of fusion for a while.  This sounds like it might be an ongoing issue for me.

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