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Thread: Unlock failed

  1. #1
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    Unlock failed

    I just got my Apex about three days ago. I am attempting to update the firmware, which I don't know why the latest firmware wasn't on it, but thats another topic.

    I followed the instructions. My Mac is plugged into the network with cat5, wifi on Mac is turned off, Apex plugged into network with cat5. I rand the Apex flash and the utility discovered the apex fine. I hit update firmware and it goes through the motions, I enter my password, then I get the unlock failed. It then tries with the old bootloader and it still fails. I rebooted the apex and cleared the history from my browser. Tried again, same problem. Every time it fails to update, for some reason, it turns on every outlet!!

    Also, another issue, not sure if its related or not, The apex will not boot up with the network cable plugged in. I have to unplug the cable, reboot, then plug in the network cable. These are the instructions I got from Neptune support. This doesn't seem logical at all. I mean what if the power fails, then the system won't boot up again?

    Any help here is really appreciated!!

    Thanks

  2. #2
    Frequent Contributor zombie's Avatar
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    Please post a screenshot of the error messages you get when it says the update failed. There is an option to expand the list (dont remember exactly where it is since I use a PC) that you should select as well so we can get the full picture.

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

  3. #3
    Master Control Freak aquamanic's Avatar
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    It sounds like a network conflict of some sorts because of the inability to reboot with ethernet connected.

    You can try disconnecting everything from your router except your controller and Mac. Turn off any wireless devices including printers, DVD, TV, Game consoles, tablets, phones, wifi adapters, hot spots, etc. Also make sure the controller and Mac are connected directly to the router and not through a switch or hub.

    Then try the update.

    If it works, then update the bootloader on the controller. There was a fix a little while back that should help with the rebooting problem.

    If both of those work, then it's a process of elimination to figure out what on your network is conflicting with the controller.
    Al

    I do not work for Neptune. Please do not send me PMs with technical questions or requesting assistance - use the forums!
    For Neptune support send an email (don't call) to: [email protected] .
    Manuals for all products including the
    Comprehensive Reference Manual can be found here.

  4. #4
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    Ok I did fail to mention that both the controller and my Mac are connected to a switch. I really don't see why that would have anything to do with communication errors though. The flash utility finds the apex and I can log in off network with Fusion and the standard apex web interface (I opened a port and have it forwarded to the apex). Anyway, I will try and connect both directly to the router and see if that makes a difference.

    On a side note, for a system that is so expensive, you would think that the process of a simple firmware update would be easier and much smoother. I mean especially if your controller is connected to Fusion, it should be a simple push install over the web. But I digress...

  5. #5
    Frequent Contributor zombie's Avatar
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    Quote Originally Posted by Nola26 View Post

    On a side note, for a system that is so expensive, you would think that the process of a simple firmware update would be easier and much smoother. I mean especially if your controller is connected to Fusion, it should be a simple push install over the web. But I digress...
    I do agree, but unfortunately the hardware inside the apex base unit was designed for UDP protocol, which reqires a direct connection. Until Neptune designs a gen 2 base unit, a web update would not be possible.

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

  6. #6
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    I followed the directions and directly connected my Mac to the Apex. Ran Apex flash and it discovered the Apex. Update still failed with network unreachable. I can ping the apex fine with no packet loss. I was able to update the web pages. Here is the log file from the last failed update attempt:

    2015-01-05 04:26:16 +0000 [INFO] Firmware update loading
    2015-01-05 04:26:16 +0000 [INFO] Firmware update loaded successfully
    2015-01-05 04:26:16 +0000 [INFO] Logging in to controller
    2015-01-05 04:26:16 +0000 [INFO] Login successful
    2015-01-05 04:26:16 +0000 [INFO] Putting Apex in update mode
    2015-01-05 04:26:17 +0000 [INFO] Apex is now in update mode
    2015-01-05 04:26:17 +0000 [INFO] Waiting 10 seconds for Apex to become ready for update
    2015-01-05 04:26:27 +0000 [INFO] Network is unreachable
    2015-01-05 04:26:27 +0000 [INFO] Unable to update using new bootloader
    2015-01-05 04:26:27 +0000 [INFO] Attempting update with old bootloader
    2015-01-05 04:26:27 +0000 [INFO] Update failed
    2015-01-05 04:26:27 +0000 [ERROR] Update failed: Network is unreachable
    2015-01-05 04:27:41 +0000 [INFO] Firmware update loading
    2015-01-05 04:27:41 +0000 [INFO] Firmware update loaded successfully
    2015-01-05 04:27:41 +0000 [INFO] Logging in to controller
    2015-01-05 04:27:42 +0000 [INFO] Login successful
    2015-01-05 04:27:42 +0000 [INFO] Putting Apex in update mode
    2015-01-05 04:27:42 +0000 [INFO] Apex is now in update mode
    2015-01-05 04:27:42 +0000 [INFO] Waiting 10 seconds for Apex to become ready for update
    2015-01-05 04:27:52 +0000 [INFO] Network is unreachable
    2015-01-05 04:27:52 +0000 [INFO] Unable to update using new bootloader
    2015-01-05 04:27:52 +0000 [INFO] Attempting update with old bootloader
    2015-01-05 04:27:52 +0000 [INFO] Update failed
    2015-01-05 04:27:52 +0000 [ERROR] Update failed: Network is unreachable

  7. #7
    Frequent Contributor zombie's Avatar
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    Try going to the display and selecting system -> bootloader update. Then try it again.

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

  8. #8
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    Thanks Zombie, I faced the exact issues as Nola. That suggestion corrected my problem.

  9. #9
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    For those of you still having a hard time, this was my problem. When it asks for your "authentication" I assumed that it was asking for my user name and password.

    Instead of your user name, type admin. Your password will be 1234.

    SO DUMB!!!

  10. #10
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    Same issue for me but I dont have a display to use. Ive done all Ive read to do. My display died so I cant use that It died. any help?.Screen Shot 2020-01-10 at 3.52.38 PM.png

  11. #11
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    Now Im getting this


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