I'm losing connection multiple times a day every day! What gives?

[RussC]

Guys, am I alone in this? I've got the VELOP network system in my home. Excellent coverage over my entire property, not just my house. But my APEX loses connection several times a day, every day. Its extremely frustrating. I even moved one of my VELOP Nodes closer to the aquarium, sacrificing coverage near the back of my property (200 yards x 100 yards) in an attempt to improve this issue. No improvement. Am I missing something here? What's going on?

[PaulD]

Nope...me too. I got up this am to a frozen Apex. Fusion can't connect, but my display seems to be working. I have the classic hard wired to my router. I'm thinking it's a fusion problem????


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[PaulD]

Hey, what's VELOP?


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[RussC]

Velop is the linksys brand home mesh network system. I've been very happy with it. My only gripe is I'm unable to tell the system what devices can use what channels. For example, I wish I could tell it the Apex should be on the 5ghz channel. For some reason, it chooses to put it in the 2ghz.

[RussM]

I wish I could tell it the Apex should be on the 5ghz channel. For some reason, it chooses to put it in the 2ghz.

The Apex (2016) does not have 5GHZ/802.11a capability.

[PaulD]

There u go! I hope u figure it out...does VELOP have 2.4gHz?


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[RussC]

Yes, Velop does have 2.4. That explains that. The modes are about $200 ea. I may just have to get one and hard wire the apex to it. Not $200 I planned on spending for my AQ.

[aaronjumps]

I am having the same problem. Nothing else in my home drops off line but the Heartbeat function shows that my apex lost connection 1749 times ... TODAY. And mine is hard wired.

I am anxious to see if anyone has thoughts.

[Krazie4Acans]

Have any of you updated to the latest firmware? It has significant improvements for network connections and has solved these issue for quite a few people that have loaded it.

[aaronjumps]

Have any of you updated to the latest firmware? It has significant improvements for network connections and has solved these issue for quite a few people that have loaded it.

I have updated to 5.03_9D17. Now that I think about it, it seems like this update had exasperated the problem.


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[Marson]

This is going to sound weird but does anyone have the link for the firmware update? i cant find it on neptune website. thanks

[jonmos75]

You update the Apex (2016) by going to the network page in Fusion or Apex Local

https://www.youtube.com/watch?v=VsRqOJ_eW3s

[RussM]

This is going to sound weird but does anyone have the link for the firmware update? i cant find it on neptune website. thanks

The Apex (2106) downloads AOS (Apex Operating System) updates directly from the Internet. There is no link on the Neptune web site because there's nothing to download and install, like is done in order to perform a firmware update on an Apex Classic.

To check for a new version of AOS, go to the Network page in either APEX Local or APEX Fusing. It will indicate if a new version is available. If one is, just click the big orange button and follow the prompts.

[aaronjumps]

So I called Neptune and asked them about my connection issue.

I feel a bit stupid but wanted to share the details of the fix with everyone.

It was a router and Apex reset that fixed it.

In this order:
Unplug Apex
Router unplugged for 2 minutes
Router plugged in
Wait until it is fully restarted
Apex plugged in
Done!

It worked perfectly. Heartbeat reports no connection issues for the last 24 hours.



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