Apex Not Connection to Fusion After AOS Update

trevorhiller · May 10, 2024

I was trying to update by A3 Apex Pro to the new AOS 5.12 5B24 from 5.11 9F23. In the middle of the update I got a notification that Apex was disconnected from fusion. Now I can’t get it to connect.

I’ve tried power cycling the Apex, Power cycling the router, pressing the reset button quickly, pressing the reset button for 6 seconds and pressing the reset button for 30 seconds until the light becomes red (factory reset). Nothing is working.

The lights are alternating between orange, green and pink. And the EB832 is blinking orange.

Can anyone make a suggestion if there is anything else to try while I await a response from Neptune?

Lesson learned: don’t ever update Neptune Apex on a Friday afternoon before work… grrrr

ReefStable · May 10, 2024

Your best bet is to call Neptune. I've heard a lot of issues with this update... They're much faster to respond on the phone rather than email though.

trevorhiller · May 10, 2024

ReefStable said:
Your best bet is to call Neptune. I've heard a lot of issues with this update... They're much faster to respond on the phone rather than email though.

Thanks I’ll try that. I know last time I needed support it took a couple days, so I just jumped on placing a ticket when I couldn’t get it immediately fixed.

Unfortunately today I didn’t have time to call them and tomorrow is Saturday so maybe Monday I’ll give them a call if I haven’t heard back yet regarding the ticket.

I was hoping there was something else I may have missed trying do to get it restarted.

trevorhiller · May 11, 2024

I heard back from Neptune, the head unit needs to go back for replacement. What a bummer. It seems the update killed it. This is the second time in 2 years I’ve had this thing that I’ve had a head unit go down on me.

I’m building a new tank in my basement and was planning to use Apex, but perhaps it’s time to give GHL another go (although I hated the interface) or try out hydros.

David Cher · May 11, 2024

ReefStable said:
Your best bet is to call Neptune. I've heard a lot of issues with this update... They're much faster to respond on the phone rather than email though.

i went to the apex forum and i do not see much issues .wanted to update this . now i have second thoughts

JCH · May 11, 2024

trevorhiller said:
I was trying to update by A3 Apex Pro to the new AOS 5.12 5B24 from 5.11 9F23. In the middle of the update I got a notification that Apex was disconnected from fusion. Now I can’t get it to connect.

I’ve tried power cycling the Apex, Power cycling the router, pressing the reset button quickly, pressing the reset button for 6 seconds and pressing the reset button for 30 seconds until the light becomes red (factory reset). Nothing is working.

The lights are alternating between orange, green and pink. And the EB832 is blinking orange.

Can anyone make a suggestion if there is anything else to try while I await a response from Neptune?

Lesson learned: don’t ever update Neptune Apex on a Friday afternoon before work… grrrr

Strange I just had the same message and mine hooked back up on its own after a short time . I see some new tasks have been added to the task menu. Maybe reboot your router? Must have been an auto update because I didn’t do anything other than opening fusion to check my temp

JCH · May 11, 2024

trevorhiller said:
I heard back from Neptune, the head unit needs to go back for replacement. What a bummer. It seems the update killed it. This is the second time in 2 years I’ve had this thing that I’ve had a head unit go down on me.

I’m building a new tank in my basement and was planning to use Apex, but perhaps it’s time to give GHL another go (although I hated the interface) or try out hydros.

Yeah same hear I’m doing another build and am going with the hydros system. Don’t like apex it’s not user friendly and way to convoluted!!

Ziggy17 · May 31, 2024

trevorhiller said:
I heard back from Neptune, the head unit needs to go back for replacement. What a bummer. It seems the update killed it. This is the second time in 2 years I’ve had this thing that I’ve had a head unit go down on me.

I’m building a new tank in my basement and was planning to use Apex, but perhaps it’s time to give GHL another go (although I hated the interface) or try out hydros.

What version was your APEX? A2 or A3?

trevorhiller · May 31, 2024

Ziggy17 said:
What version was your APEX? A2 or A3?

It’s the A3 Pro

Ziggy17 · May 31, 2024

trevorhiller said:
It’s the A3 Pro

The same thing happened to my A2 pro (less than 3 years old), and they refuse to replace it. Told me to buy a A3……

trevorhiller · May 31, 2024

Ziggy17 said:
The same thing happened to my A2 pro (less than 3 years old), and they refuse to replace it. Told me to buy a A3……

That’s really annoying. Did you try replacing the microsd card in it?

I don’t know exactly what it does, but apparently you can buy a 16 gb microsd card on Amazon and when you plug it in it it’ll reload the OS. It might be worth trying for $10. Has to be 16 gb or less. Apparently that’s all it can handle for storage.

I don’t know exactly what’s wrong with yours, but it’s worth a shot.

Ziggy17 · Jun 1, 2024

trevorhiller said:
That’s really annoying. Did you try replacing the microsd card in it?

I don’t know exactly what it does, but apparently you can buy a 16 gb microsd card on Amazon and when you plug it in it it’ll reload the OS. It might be worth trying for $10. Has to be 16 gb or less. Apparently that’s all it can handle for storage.

I don’t know exactly what’s wrong with yours, but it’s worth a shot.

I’ll give it a go actually. Thanks for that.

trevorhiller · Jun 1, 2024

Ziggy17 said:
I’ll give it a go actually. Thanks for that.

Cool, post back and let us know if it works. That’d be awesome if you could save it for cheap!

Gut Pile · Jun 1, 2024

Add me to the list. Seeing others in local groups reporting this as well. Not a good look if the response from support is "buy the new one". I have no issues with local functionality or programming. The issue is apex fusion. After a reboot it connects, updates data and that is it. Takes about 20 -25 minutes before the heart beat then drops. This is unacceptable to not 100% make all customers whole from this obvious lack of QC, testing and general giving a !%!@ about what is ultimately our pet's life support system. I have tried everything including the SD card trick. Typically when it is the SD card going up you can't make programming changes. Not the case with this issue. I have some empty SD cards but was not under the impression it had any form of backup firmware to restore to it. The best you could do is back it up and copy to a new card when it died - which is often.