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Thread: Power Failure: Power Restored keeps cycling

  1. #1
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    Power Failure: Power Restored keeps cycling

    The power in my house is constant but my Apex keeps cycling. Of course this is not happening early in the it is happening right as we are trying to go to sleep. In watching the unit the Orange Neptune light on the new EB8 turns off then turns back on.

    What I have tried,
    Reseating all plugs in the unit
    turning off the apex for 5 min then turned back on
    Unplugged items one by one thinking that one item might be driving this issue
    Went to my laptop and reinstalled/updated firmware on each module

    It looks like this is going to continue, for tonight I am going back to no controller. The apex is getting shut down.

    I am not sure what is going on with these sorts of random issues on the new controller. Because I have been home to deal with them so far it has not cost me any livestock or equipment but it very easily could have.

  2. #2
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    The Apex is still down nearly a day later without a reply. Normally I have received much faster responses. Below are the emails I received up until the point I turned off the "New" Apex. All I can say is that I am disappointed in the lack of quality.

    Apex Fusion Power Issue: BsmtApex
    19 messages
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 4:47 PM
    Failed: 2016-12-11 16:46:17 (2016-12-11 21:46:17 UTC)
    Restored: 2016-12-11 16:46:33 (2016-12-11 21:46:33 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:29 PM
    Failed: 2016-12-11 22:28:35 (2016-12-12 03:28:35 UTC)
    Restored: 2016-12-11 22:28:51 (2016-12-12 03:28:51 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:30 PM
    Failed: 2016-12-11 22:30:01 (2016-12-12 03:30:01 UTC)
    Restored: 2016-12-11 22:30:17 (2016-12-12 03:30:17 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:32 PM
    Failed: 2016-12-11 22:31:27 (2016-12-12 03:31:27 UTC)
    Restored: 2016-12-11 22:31:43 (2016-12-12 03:31:43 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:33 PM
    Failed: 2016-12-11 22:32:58 (2016-12-12 03:32:58 UTC)
    Restored: 2016-12-11 22:33:14 (2016-12-12 03:33:14 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:35 PM
    Failed: 2016-12-11 22:34:25 (2016-12-12 03:34:25 UTC)
    Restored: 2016-12-11 22:34:41 (2016-12-12 03:34:41 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:36 PM
    Failed: 2016-12-11 22:35:51 (2016-12-12 03:35:51 UTC)
    Restored: 2016-12-11 22:36:08 (2016-12-12 03:36:08 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:38 PM
    Failed: 2016-12-11 22:37:18 (2016-12-12 03:37:18 UTC)
    Restored: 2016-12-11 22:37:35 (2016-12-12 03:37:35 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:39 PM
    Failed: 2016-12-11 22:38:43 (2016-12-12 03:38:43 UTC)
    Restored: 2016-12-11 22:38:59 (2016-12-12 03:38:59 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:40 PM
    Failed: 2016-12-11 22:40:14 (2016-12-12 03:40:14 UTC)
    Restored: 2016-12-11 22:40:30 (2016-12-12 03:40:30 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:42 PM
    Failed: 2016-12-11 22:41:38 (2016-12-12 03:41:38 UTC)
    Restored: 2016-12-11 22:41:54 (2016-12-12 03:41:54 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:43 PM
    Failed: 2016-12-11 22:43:01 (2016-12-12 03:43:01 UTC)
    Restored: 2016-12-11 22:43:17 (2016-12-12 03:43:17 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:45 PM
    Failed: 2016-12-11 22:44:23 (2016-12-12 03:44:23 UTC)
    Restored: 2016-12-11 22:44:39 (2016-12-12 03:44:39 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:47 PM
    Failed: 2016-12-11 22:47:09 (2016-12-12 03:47:09 UTC)
    Restored: 2016-12-11 22:47:25 (2016-12-12 03:47:25 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:53 PM
    Failed: 2016-12-11 22:52:46 (2016-12-12 03:52:46 UTC)
    Restored: 2016-12-11 22:53:02 (2016-12-12 03:53:02 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 10:59 PM
    Failed: 2016-12-11 22:58:50 (2016-12-12 03:58:50 UTC)
    Restored: 2016-12-11 22:59:06 (2016-12-12 03:59:06 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 11:05 PM
    Failed: 2016-12-11 23:04:49 (2016-12-12 04:04:49 UTC)
    Restored: 2016-12-11 23:05:05 (2016-12-12 04:05:05 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 11:12 PM
    Failed: 2016-12-11 23:11:32 (2016-12-12 04:11:32 UTC)
    Restored: 2016-12-11 23:11:48 (2016-12-12 04:11:48 UTC)
    Apex Fusion <[email protected]> Sun, Dec 11, 2016 at 11:17 PM
    Failed: 2016-12-11 23:17:08 (2016-12-12 04:17:08 UTC)
    Restored: 2016-12-11 23:17:24 (2016-12-12 04:17:24 UTC)

  3. #3
    Master Control Freak RussM's Avatar
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    This is something that you should open a tech support ticket about (if you have not done so already)
    https://www.neptunesystems.com/support/contact-support/
    Please do not send me PMs with technical questions or requesting assistance - use the forums for Apex help. PM me ONLY if the matter is of a private or personal nature. Thanks.

  4. #4
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    Already opened one but thanks as always Russ.

    Quote Originally Posted by RussM View Post
    This is something that you should open a tech support ticket about (if you have not done so already)
    https://www.neptunesystems.com/support/contact-support/

  5. #5
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by drdavis View Post
    Already opened one but thanks as always Russ.
    Davis, any progress with support? I'm curious what was the root cause of your issue.

  6. #6
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    Interesting story, I start work early and have to work until about 7PM each night so getting in touch with support is tough for me. I got home tonight and called. The person answering the phone said that the tech support guys were busy. However he still helped me, we ran several tests and then the last thing we tried was disconnecting and reconnecting the CAT5 cable that was plugged in. By disconnecting the network cable it stopped the system from rebooting.

    We plugged everything back in and for now I am up and running. Because we do not know if it will stay up or not I now have an appointment on Friday after work to take a look with Technical support.

    I greatly appreciate the fact that I was here and have now started on a path to getting it resolved. I also am thankful that the person that answered the phone was willing to try something to get me going.

    The other aside is that my RBTA split because the lights were off for three days.



    Quote Originally Posted by rsucre View Post
    Davis, any progress with support? I'm curious what was the root cause of your issue.

  7. #7
    Frequent Visitor rsucre's Avatar
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    I would appreciate it if you could keep this thread updated with your progress. This seems similar to the issue I'm experiencing. Thank you.

    Quote Originally Posted by drdavis View Post
    Interesting story, I start work early and have to work until about 7PM each night so getting in touch with support is tough for me. I got home tonight and called. The person answering the phone said that the tech support guys were busy. However he still helped me, we ran several tests and then the last thing we tried was disconnecting and reconnecting the CAT5 cable that was plugged in. By disconnecting the network cable it stopped the system from rebooting.

    We plugged everything back in and for now I am up and running. Because we do not know if it will stay up or not I now have an appointment on Friday after work to take a look with Technical support.

    I greatly appreciate the fact that I was here and have now started on a path to getting it resolved. I also am thankful that the person that answered the phone was willing to try something to get me going.

    The other aside is that my RBTA split because the lights were off for three days.

  8. #8
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    Unfortunately folks the issue is back and no matter what I do I have not been able to get it to stop. After I received help above I noticed my ATO was not working. When trying to switch on the ATO or any other module the Apex starts its power failure routine all over again. At this point I would like to return the unit. We will see what happens when I speak with the Neptune team on Monday.

  9. #9
    Frequent Visitor rsucre's Avatar
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    Please keep us informed. I'm having reboot issue too and would like to know what happens in your case. I may have to return mine too.

  10. #10
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    After spending another afternoon reprogramming this controller I am regretting my decision to buy the new controller. I have reprogrammed this controller three times in less than 90 days. I am so disappointed in the stability of the hardware.

  11. #11
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    Mine has been doing this since day 1. After spending hours with support I have just given up. I have a classic controller on the same wired network which is rock stable. Buyers remorse here also

  12. #12
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by Recess62 View Post
    Mine has been doing this since day 1. After spending hours with support I have just given up. I have a classic controller on the same wired network which is rock stable. Buyers remorse here also
    Recess, what happens when yours disconnects? It just disconnects and reconnects by itself, or it enters into a period of unresponsiveness, then a false "power failure" (I think it is actuallly rebooting) and finally returns back to normal? That is what happens in my case.

  13. #13
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    Sometimes the unit reboots. Other times it just sends an alert that there was a power failire. The biggest problem this poses for me is that every time the unit reboots it turns off my tunze osmolator. When the power turns back on the ATO reboots. This results in the ATO pumimg water into to the tank as the tunze completes its reboot. I almost had a sump overflow due to this. I added a float switch which does not turn the tunze back on if the sump level is too high

  14. #14
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by Recess62 View Post
    Sometimes the unit reboots. Other times it just sends an alert that there was a power failire. The biggest problem this poses for me is that every time the unit reboots it turns off my tunze osmolator. When the power turns back on the ATO reboots. This results in the ATO pumimg water into to the tank as the tunze completes its reboot. I almost had a sump overflow due to this. I added a float switch which does not turn the tunze back on if the sump level is too high
    Looks similar to what I'm experiencing. Neptune Support keeps asking Wifi related questions. My unit is now wired and still this happens. Now they ask if my Time Capsule (to which the Apex is wired) is in turn connected via Wifi to the internet router. Not the case. Now everthing is wired. Regardless of that, the unit should not hang, reboot, etc. because of any wifi or network issue. Totally unacceptable. A unit like this should be rock solid.

  15. #15
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    I agree that it should be nearly flawless. We pay so much money for these controllers and the expectations are high. I have a feeling that the HW just is not ready for primetime given these major issues where everything needs to be reprogrammed and the issues happen again. BTW, I have an apex gold that I moved to one of my other tanks and it is running flawlessly. Everything is also hardwired in my house.

    Quote Originally Posted by rsucre View Post
    Looks similar to what I'm experiencing. Neptune Support keeps asking Wifi related questions. My unit is now wired and still this happens. Now they ask if my Time Capsule (to which the Apex is wired) is in turn connected via Wifi to the internet router. Not the case. Now everthing is wired. Regardless of that, the unit should not hang, reboot, etc. because of any wifi or network issue. Totally unacceptable. A unit like this should be rock solid.

  16. #16
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    I agree it is totally unacceptable.

    I

  17. #17
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by Recess62 View Post
    I agree it is totally unacceptable.

    I
    Maybe this is related to ApexFusion? Mine just reboot 10 minutes ago.

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    Quote Originally Posted by rsucre View Post
    Maybe this is related to ApexFusion? Mine just reboot 10 minutes ago.
    i think it is a software issue. They replaced the controller but it did. Not make a difference

  19. #19
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by Recess62 View Post
    i think it is a software issue. They replaced the controller but it did. Not make a difference
    I hope it is a software issue and it is fixed via a firmware update. Hopefully not something that will be fixed in a new hardware revision and those with the current one are left behind. It is pretty obvious there is an issue and about time that someone from Neptune Systems acknowledges it and at least give us some assurance that they are committed to fixing it. I'm sure they read the posts on this forum.

  20. #20
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    Quote Originally Posted by rsucre View Post
    I hope it is a software issue and it is fixed via a firmware update. Hopefully not something that will be fixed in a new hardware revision and those with the current one are left behind. It is pretty obvious there is an issue and about time that someone from Neptune Systems acknowledges it and at least give us some assurance that they are committed to fixing it. I'm sure they read the posts on this forum.
    I have not had my Apex running now since the first post and the soonest I can talk to the support team is on Dec 27th. I am so disappointed.


    Sent from my iPhone using Tapatalk

  21. #21
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by drdavis View Post
    I have not had my Apex running now since the first post and the soonest I can talk to the support team is on Dec 27th. I am so disappointed.


    Sent from my iPhone using Tapatalk
    I'm sorry to hear that. Hope you can get all this worked out.

    In my case, the unit seems stable (no restarts for a couple of days now) after I did the following:

    Things that I did that may have helped:
    1. Disabled Wifi and connected via Ethernet cable
    2. Disabled DHCP and using a fixed IP
    3. Using Google's DNS (8.8.8.8)
    4. Changed the default Apex local password from 1234 to something else (just in case we are being victim of an IoT vulnerability/hack).

    Still not happy with the fact that we have to figure it out how to make this unit stable, there is no confirmation of root cause from Neptune Systems and there is not firmware update.

  22. #22
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    The saga continues. I have to say that I deeply regret buying the new version of the Apex controller. My tank has been running without a controller since my first post and I have had several appointments with support and they try a few things then when I think that everything is stable the controller starts rebooting again. During my appointment yesterday I was told that engineering will need to look at it and download more information, they believe it is a software issue not a hardware issue.

    The thing that triggers the restarting each time for me is the PMUP. I use this pump for my ATO and each time I trigger it or if programming triggers it then the power failure restarts happen all over again. The PMUP was in place and running for a month before this started but now that the problem is happening it will not stop. Now that it is narrowed down to one device that seems to trigger it I am even more hopeful we can finally resolve the issue. I will keep everyone updated on our progress.

  23. #23
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    Did you try updating the firmware in the Energy bar (on module page)? and the other modules? not the apex itself

    Quote Originally Posted by drdavis View Post
    The saga continues. I have to say that I deeply regret buying the new version of the Apex controller. My tank has been running without a controller since my first post and I have had several appointments with support and they try a few things then when I think that everything is stable the controller starts rebooting again. During my appointment yesterday I was told that engineering will need to look at it and download more information, they believe it is a software issue not a hardware issue.

    The thing that triggers the restarting each time for me is the PMUP. I use this pump for my ATO and each time I trigger it or if programming triggers it then the power failure restarts happen all over again. The PMUP was in place and running for a month before this started but now that the problem is happening it will not stop. Now that it is narrowed down to one device that seems to trigger it I am even more hopeful we can finally resolve the issue. I will keep everyone updated on our progress.

  24. #24
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    Today the engineer looked at my system and the current belief is that I have a bad PMUP. I was using the PMUP for my ATO and every time I connected it we saw that the system would go into repeat reboot mode. At this point I have an RMA for sending the PMUP back. I will update once things are stable for a bit.

  25. #25
    Frequent Visitor rsucre's Avatar
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    Quote Originally Posted by drdavis View Post
    Today the engineer looked at my system and the current belief is that I have a bad PMUP. I was using the PMUP for my ATO and every time I connected it we saw that the system would go into repeat reboot mode. At this point I have an RMA for sending the PMUP back. I will update once things are stable for a bit.
    Interesting. I also have a PMUP for ATO, so I would like to know what happens with your case. Please don't forget to come back and let us know. Thanks!

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