Unknown Type for DOS

[5ft-20]

This morning I was going to calibrate my DOS. When I opened Fusion, the status showed an "!". I unplugged the unit (power & cable) and then reconnected. It came up as a new unknown type (new address) with the same status.

If I select the module, the process bar across the top goes to about 98% and hangs. This happens on my iPhone6 & iPad. I have to delete the Fusion app and download again.

I also have ATO & VXM modules. I also noticed this morning that my graphs for my probes were blank. I can select the current value and the graph comes up.

Sorry, I don't how to upload pics from my iPad.

[5ft-20]

Got the unknown module to disappear by resetting APEX. As soon as I connect the DOS with a 1Link the unknown module shows up again. It's status shows a check, while the DOS shows a !.

same thing happens if I use a std apex cable & power supply.

[zombie]

I would contact support for that. That does not sound like something you can easily fix yourself.

You might be an engineer if...You have no life and can prove it mathematically.

[5ft-20]

I just noticed that Neptune logo is not even lit.
thanks for the help.

[5ft-20]

My Neptune System Support experience.
i submitted a ticket Sunday morning. I was surprised to get a response in about 6 hours and that they would look at the issue Monday. I called Monday afternoon after several emails back and forth, and was told they needed to setup a call to determine the problem.

Today, Luis spent about 45 minutes running test. Verdict - Bad Base Unit.
In the process of cross shipping a new unit.

[5ft-20]

Had to put a $300.00 deposit for them to cross ship the new unit, but no big issue. When I got the invoice, it had "Flat Rate Shipping" for the shipping method, so I figured I'd have to wait a week or so before it arrived. I was surprised when it arrived today, sent FedEx overnight.

Getting Tech Support is usually a pain in the ***, but Neptune did a great job on solving the issue.

I plan on setting everything up this weekend.