WARNING: Avoid latest AOS updates!

[trevorhiller]

The card replacement was the first offer.

I have two options to offer you. I could provide you with some instructions explaining how to swap out the micro SD card on this unit, which may resolve the issue. However, if this does not work or you and your family don't feel comfortable attempting the repair, then you can also send in your Apex to our repair team as well.

First contact was June 6th, replies are pretty slow. Not impressed with support right now. If the card doesn't fix it, I may be looking at another few weeks to get back up and running. ugh

Well good for them for doing that at least. Perhaps they saw my post complaining about the situation. No reason I should still be waiting on my Apex if it just needed a new Microsd.

Watching this tread with interest. While it is possible that the update was buggy, I am beginning to feel it was not so much a buggy update, but that the update exposed an underlying weakness of the SD card system. If my understanding is correct, at its core - The apex is a data collection and storage device that has been adapted for control automation. That said, it is not a mission critical enterprise class server system. It was made at a price point - because NOBODY would pay for a mission critical enterprise class environmental control system (well other than maybe goverment entities). It is not designed like the system for an orbital space station or moon base for instance - but for us, failure can be catastrophic. It probably has limited redundency in its system, limited self diagnostics, and limited hot swapping.

So we apparently are dealing with a low cost provider of SD cards, in a system that was not specifically designed to stretch every inch of life out of the SD cards - coupled with a data collection and database device that is collecting data every second and storing it almost as frequently. A devices that was also probably made with off the shelf components to hit a price point that was sustainable.

The update triggered failures in the SD card because it was an infrequent, but significant, amount of SD card writes - it broke the camels back. Hopefully Neptune will get data from this and implement changes to increase the life of the SD cards (both it's write system, and possibly using a more robust card). I hope it is not the straw that breaks Neptune's back - as I have a nearly complete new Neptune system sitting on shelves waiting for me to build the tank stand it is going into.

That said, I suspect EVERY other controller system will eventually deal with SD card issues. The only real question is how they address SD card management. We routinely replace tank heaters, perhaps we should put SD cards into the same category.

I can’t wait to see what card they put into my device when I finally get it back. I’m hoping it’s at least a more premium card meant for more read/write cycles for $50.

I’ll let you know whenever they get the thing back to me! I got tracking on June 14th, but the tracking number still shows it as not shipped. The invoice also says shipped with FedEx Ground. But then says customer provided return label with my USPS Return label number I sent them. So perhaps there’s a shipping issue. At this point I have no clue.

I just looked to be sure and they received it on May 20th.

 

[SpyC]

Well good for them for doing that at least. Perhaps they saw my post complaining about the situation. No reason I should still be waiting on my Apex if it just needed a new Microsd.

I can’t wait to see what card they put into my device when I finally get it back. I’m hoping it’s at least a more premium card meant for more read/write cycles for $50.

I’ll let you know whenever they get the thing back to me! I got tracking on June 14th, but the tracking number still shows it as not shipped. The invoice also says shipped with FedEx Ground. But then says customer provided return label with my USPS Return label number I sent them. So perhaps there’s a shipping issue. At this point I have no clue.

I just looked to be sure and they received it on May 20th.

That turn around time is outrageous and unacceptable

 

[herozero]

Well good for them for doing that at least. Perhaps they saw my post complaining about the situation. No reason I should still be waiting on my Apex if it just needed a new Microsd.

I can’t wait to see what card they put into my device when I finally get it back. I’m hoping it’s at least a more premium card meant for more read/write cycles for $50.

I’ll let you know whenever they get the thing back to me! I got tracking on June 14th, but the tracking number still shows it as not shipped. The invoice also says shipped with FedEx Ground. But then says customer provided return label with my USPS Return label number I sent them. So perhaps there’s a shipping issue. At this point I have no clue.

I just looked to be sure and they received it on May 20th.

Enjoy your Hydros. Share your experiences when you get the chance, everyone is interested.

Sorry you’ve had to deal with this nonsense.

 

[aSaltyKlown]

Well good for them for doing that at least. Perhaps they saw my post complaining about the situation. No reason I should still be waiting on my Apex if it just needed a new Microsd.

I can’t wait to see what card they put into my device when I finally get it back. I’m hoping it’s at least a more premium card meant for more read/write cycles for $50.

I’ll let you know whenever they get the thing back to me! I got tracking on June 14th, but the tracking number still shows it as not shipped. The invoice also says shipped with FedEx Ground. But then says customer provided return label with my USPS Return label number I sent them. So perhaps there’s a shipping issue. At this point I have no clue.

I just looked to be sure and they received it on May 20th.

Hoping that's not the case with me. I finally heard back from them on Tuesday (18th) after their last email on Thursday (13th). They told me a 1–3-day turnaround once they have the RMA. They received the head unit on Friday, guess it's a waiting game now.

Still not sure if I'll pull the trigger on a Hydros, but I have it all planned out. I would need to piece it together as I can't find anyone that has all I need in stock.

 

[Bpp124987]

Still nothing from Neptune?

 

[hunterallen40]

Still nothing from Neptune?

Nothing yet. I know they're working on it. I imagine we won't see anything from them until they know more about this specific problem and hopefully a fix for it.

I'm still a big believer in neptune systems, and am sure this will get fixed. I don't trust the dos QD at the moment (and am not sure I will ever 100% trust it like I do the older one), but I trust the rest of the system to function smoothly as I have had for the past many years.

 

[trevorhiller]

I got my Apex back in the mail finally today. I emailed them expressing my disgust with their customer service. They replied and appologized and said the original shipment was returned to sender (not sure why) so they had to reship it.

Unfortunately, the repaired device came in physical damage to the back of it that wasn't there when I sent it to them. It appears they send me a refurbished unit back rather than my original-but I don't know that definitively. However, you can see the sticker with my serial number over top of another original sticker.

It also won't connect for whatever reason. It just sits on this screen, so I haven't been able to get it set back up.

I'm going to try to call them tomorrow in hopes this doesn't take another month.

I really had hoped they would have recovered this nightmare of an experience, but it just keeps going...

 

[herozero]

I got my Apex back in the mail finally today. I emailed them expressing my disgust with their customer service. They replied and appologized and said the original shipment was returned to sender (not sure why) so they had to reship it.

Unfortunately, the repaired device came in physical damage to the back of it that wasn't there when I sent it to them. It appears they send me a refurbished unit back rather than my original-but I don't know that definitively. However, you can see the sticker with my serial number over top of another original sticker.

It also won't connect for whatever reason. It just sits on this screen, so I haven't been able to get it set back up.

I'm going to try to call them tomorrow in hopes this doesn't take another month.

I really had hoped they would have recovered this nightmare of an experience, but it just keeps going...

Wow. That’s, wow, disgraceful and shameful doesn’t even come close to describing what you’re going through! Man I am so sorry.

Uffda.

Edit: open that sucker up I’m sure you can check a serial to something maybe a direct printed serial on a PCB. If that’s the case then you turn screws on them and you turn them hard.

 

[theatrus]

Wow. That’s, wow, disgraceful and shameful doesn’t even come close to describing what you’re going through! Man I am so sorry.

Uffda.

Edit: open that sucker up I’m sure you can check a serial to something maybe a direct printed serial on a PCB. If that’s the case then you turn screws on them and you turn them hard.

IIRC, there aren't any serial numbers inside/on the PCB. If you remembered the MAC, assuming it connected to a network, you could probably check the ID that way.

 

[herozero]

IIRC, there aren't any serial numbers inside/on the PCB. If you remembered the MAC, assuming it connected to a network, you could probably check the ID that way.

Great idea. Hopefully a router still has a dhcp log or a lease still active that has the MAC.

 

[braaap]

Wow. That’s, wow, disgraceful and shameful doesn’t even come close to describing what you’re going through! Man I am so sorry.

Uffda.

Edit: open that sucker up I’m sure you can check a serial to something maybe a direct printed serial on a PCB. If that’s the case then you turn screws on them and you turn them hard.

When you send it to them you agree to a refub replacement if they can't fix yours. So no screws to turn.

 

[herozero]

When you send it to them you agree to a refub replacement if they can't fix yours. So no screws to turn.

Removing a serial label and affixing it to another unit?! No sorry, that’s 100% unacceptable, leave the old serial on the refurb so you know, all the QC and paper trail you do is intact. Refurbed replacements are fine, trying to pass it off as your old unit is unacceptable and sketchy as all hell. And that’s before his refurb head unit can, you know, connect and work.

20 years in logistics & manufacturing fwiw.

 

[braaap]

Removing a serial label and affixing it to another unit?! No sorry, that’s 100% unacceptable, leave the old serial on the refurb so you know, all the QC and paper trail you do is intact. Refurbed replacements are fine, trying to pass it off as your old unit is unacceptable and sketchy as all hell. And that’s before his refurb head unit can, you know, connect and work.

20 years in logistics & manufacturing fwiw.

Your 20 years means nothing. That is what they do. If they even swapped his sticker. I have this sneaky suspicion that he doesn't actually know his original serial number. Nothing unacceptable about swapping out the units. And maybe the serial tracks who bought it and the repair ticket. But does a serial number really matter? No.

 

[Sisterlimonpot]

The serial number is also assigned to your fusion acct and that's how fusion knows what apex it's talking to. Not to mention that each module that is attached to the apex is looking for for that serial number to know that it is still connected to the right apex otherwise it runs a different protocol to connect to a new apex.

Chances are, if your apex reconnected to your existing modules then you recieved the same unit back.

 

[herozero]

Your 20 years means nothing. That is what they do. If they even swapped his sticker. I have this sneaky suspicion that he doesn't actually know his original serial number. Nothing unacceptable about swapping out the units. And maybe the serial tracks who bought it and the repair ticket. But does a serial number really matter? No.

In addition to your poor attitude, you’re facing a knowledge deficiency, let me try to fill that in, lil’ fighter.

You seem hung-up on this refurbishment thing, I don’t know why. The serial number is a unique identifier for the device, that means you can track all the different parts that go into making it, and if those components have any kind of traceability themselves (a lot, a date code, even its own serial number), you have that data too. So if a bunch of units fail or a recall is needed, the maker can go back and try to find a defective component that might be part of a bad batch, so they can mitigate as needed for future production or for support services.

When I swap, remove or destroy the serial, traceability of the unit goes down the drain. If I want to try and go back and see history for this device in front of me, I’m basically in the dark as far as easy, low labor service checks (low labor means low wage btw, trying to fill in your deficiencies).

When you buy an Apex, your serial isn’t registered to you the person, this isn’t a plane or a gun. Having said that, I’m sure a anonymized “customer” is created if you use Fusion and links that. But when I get an RMA in, you best believe I’ve tied the serial to the customer, I’ve got someone else’s assets in my facility! I basically have a new outbound order for this customer that needs to be tracked because bean-counters are tracking this as a liability on our books. I’ll let you Google assets and liability and that should explain to you why a private equity group (ie Aperature) cares about this.

I assign all my devices static IP addresses on my network and that address lease includes the serial number because I add it. Do you know what an IP is, son? Just because you don’t record keep your devices doesn’t mean others don’t.

Refurbishing units for support issues is standard practice. Stop obsessing over it, it’s not the issue. Shady record keeping is shady record keeping, to say nothing of bad practice. Want to guess what Boeing would go through if they pulled this? Of course an aquarium controller isn’t a plane but the same principles apply, just because SOX doesn’t operate in this space doesn’t mean it’s acceptable operations.

Wow look at that, it’s way past your sleepy-sleepy, please leave the adults to do the talking and go to bed.

 

[SpyC]

In addition to your poor attitude, you’re facing a knowledge deficiency, let me try to fill that in, lil’ fighter.

You seem hung-up on this refurbishment thing, I don’t know why. The serial number is a unique identifier for the device, that means you can track all the different parts that go into making it, and if those components have any kind of traceability themselves (a lot, a date code, even its own serial number), you have that data too. So if a bunch of units fail or a recall is needed, the maker can go back and try to find a defective component that might be part of a bad batch, so they can mitigate as needed for future production or for support services.

When I swap, remove or destroy the serial, traceability of the unit goes down the drain. If I want to try and go back and see history for this device in front of me, I’m basically in the dark as far as easy, low labor service checks (low labor means low wage btw, trying to fill in your deficiencies).

When you buy an Apex, your serial isn’t registered to you the person, this isn’t a plane or a gun. Having said that, I’m sure a anonymized “customer” is created if you use Fusion and links that. But when I get an RMA in, you best believe I’ve tied the serial to the customer, I’ve got someone else’s assets in my facility! I basically have a new outbound order for this customer that needs to be tracked because bean-counters are tracking this as a liability on our books. I’ll let you Google assets and liability and that should explain to you why a private equity group (ie Aperature) cares about this.

I assign all my devices static IP addresses on my network and that address lease includes the serial number because I add it. Do you know what an IP is, son? Just because you don’t record keep your devices doesn’t mean others don’t.

Refurbishing units for support issues is standard practice. Stop obsessing over it, it’s not the issue. Shady record keeping is shady record keeping, to say nothing of bad practice. Want to guess what Boeing would go through if they pulled this? Of course an aquarium controller isn’t a plane but the same principles apply, just because SOX doesn’t operate in this space doesn’t mean it’s acceptable operations.

Wow look at that, it’s way past your sleepy-sleepy, please leave the adults to do the talking and go to bed.

I understand the need to correct misinformation and educate folks who may not know or understand the actual process. I understand the strong desire to talk down to someone when they do the same to you. However, you don't need to be rude and condescending back when you provide a well thought out reply stating the process and how the serial numbers are/can be used.

 

[braaap]

In addition to your poor attitude, you’re facing a knowledge deficiency, let me try to fill that in, lil’ fighter.

You seem hung-up on this refurbishment thing, I don’t know why. The serial number is a unique identifier for the device, that means you can track all the different parts that go into making it, and if those components have any kind of traceability themselves (a lot, a date code, even its own serial number), you have that data too. So if a bunch of units fail or a recall is needed, the maker can go back and try to find a defective component that might be part of a bad batch, so they can mitigate as needed for future production or for support services.

When I swap, remove or destroy the serial, traceability of the unit goes down the drain. If I want to try and go back and see history for this device in front of me, I’m basically in the dark as far as easy, low labor service checks (low labor means low wage btw, trying to fill in your deficiencies).

When you buy an Apex, your serial isn’t registered to you the person, this isn’t a plane or a gun. Having said that, I’m sure a anonymized “customer” is created if you use Fusion and links that. But when I get an RMA in, you best believe I’ve tied the serial to the customer, I’ve got someone else’s assets in my facility! I basically have a new outbound order for this customer that needs to be tracked because bean-counters are tracking this as a liability on our books. I’ll let you Google assets and liability and that should explain to you why a private equity group (ie Aperature) cares about this.

I assign all my devices static IP addresses on my network and that address lease includes the serial number because I add it. Do you know what an IP is, son? Just because you don’t record keep your devices doesn’t mean others don’t.

Refurbishing units for support issues is standard practice. Stop obsessing over it, it’s not the issue. Shady record keeping is shady record keeping, to say nothing of bad practice. Want to guess what Boeing would go through if they pulled this? Of course an aquarium controller isn’t a plane but the same principles apply, just because SOX doesn’t operate in this space doesn’t mean it’s acceptable operations.

Wow look at that, it’s way past your sleepy-sleepy, please leave the adults to do the talking and go to bed.

lol. I have more knowledge about this subject in my little finger than you do in your entire brain.

You don’t even know that the serial showing is his original. I guarantee it isn’t. Those stickers don’t transfer. And they don’t print a new one with it.

PS. I didn’t even bother reading your rant. Because it’s clear you lack any sort of education.

 

[Bpp124987]

Anything new from Neptune? Looks like they have new firmware July 12

 

[Bpp124987]

What’s the scoop @Joe Carioti

 

[hunterallen40]

Anything new from Neptune? Looks like they have new firmware July 12

Nothing from Neptune officially, but that firmware update does "fix all known DOS QD issues," according to the patch notes.

I will say that I have been running the new firmware, and have the doser dosing as I did previously. No issues since the update, and I strongly encourage everyone with the DOS QD to update to this firmware. I still have mine set up with a pH cutoff that will cut power to the doser if the pH goes to high (still not running on 1Link).