Broken pH probe on brand new apex?

[Ruu]

I have a brand new Apex (2016) delivered less than 2 weeks ago.

I am attempting to calibrate pH.

I have it plugged into the correct port on the base unit, and I have removed the cap (immediately before beginning calibration - it has never been dry), and attempted to go through the automatic calibration, and then the manual calibration since the automatic one didnt work.

The automatic calibration will not complete. It never gets an appropriate reading on the pH10 solution, and just times out. The manual calibration completes, but the number never changes from 250 during calibration at all.

Now, in my tank, I apparently have a pH of 1.5 (even the pH 10 reference solution is apparently < 2). Since I didn't mix up my salt solution with battery acid, that seems somewhat unlikely, and since nothing is actively melting we shall probably call that a faulty reading.

Is there anything I could have screwed up, or is this a bad probe that needs to be RMA'd?

Dave

 

[Ruu]

Great. Tried to calibrate the conductivity probe, and *exactly the same problem*. An acceptable range is never found, it never completes.

I'm seriously unimpressed.

 

[Ruu]

And now the temperature probe, which was registering a sane value for the past 24 hours, is now showing 19.5F.

Not the greatest start here.

What is the best way to contact support? I doubt even I could screw up plugging in a temperature probe and placing one end in the tank.

Dave

 

[kurt_n]

Well that doesn't sound like a good start.

Best thing is to submit a support ticket here: https://www.neptunesystems.com/support/contact-support/

 

[Ruu]

After not touching anything, and the apex randomly emitting several audible clicks, both temperature and pH are reading something resembling sane (76.5 and 8.2), and after a (manual - automatic still didn't work) calibration the salinity has gone from 10 to 35.5, which seems quite a lot closer to what my refractometer is saying.

I literally haven't physically touched anything (except for pulling the one probe for calibration), so I am deeply suspicious of the base unit at this point.

Dave