tjw00
In Memoriam
Yesterday afternoon I was trying to update the firmware on my 3 Vortech pumps through the apex when the update got stuck(problems with my firewall and internal network, apparently)
I tried to fix the problem by unplugging the WXM module and plugging it back in. Not a good choice. It was daisy chained to the PM1, and now I couldn't see the PM1 or the WXM in the list of modules on the web interface. But I did see two display modules listed in the web interface, when there should be one. So I deleted the second one. Another bad choice. The display unit went blank and despite trying to unplug THAT and plug it back in again, no luck. So, now I had 2 dead modules, and a display unit that wasn't living up to its name with by not displaying anything at all. This was when I decided that my troubleshooting skills were sub-par (to say the least )and that I needed to contact Neptune. I emailed and called Curt, and he emailed back in about an hour asking me to provide the login info for my apex so he could telnet in. I had made sure that I could telnet in to the apex from the outside world before contacting him, so within 15 minutes, Curt had solved the problem and the WXM , PM1 , and display unit were all back and working perfectly.
I want to thank Curt at Neptune for the amazing customer service and reiterate that this is one of the main reasons I bought an Apex: I had read here on Reef Central that the Customer Service was exemplary.
And now I know from personal experience that it indeed is.
Curt, Thanks!
I tried to fix the problem by unplugging the WXM module and plugging it back in. Not a good choice. It was daisy chained to the PM1, and now I couldn't see the PM1 or the WXM in the list of modules on the web interface. But I did see two display modules listed in the web interface, when there should be one. So I deleted the second one. Another bad choice. The display unit went blank and despite trying to unplug THAT and plug it back in again, no luck. So, now I had 2 dead modules, and a display unit that wasn't living up to its name with by not displaying anything at all. This was when I decided that my troubleshooting skills were sub-par (to say the least )and that I needed to contact Neptune. I emailed and called Curt, and he emailed back in about an hour asking me to provide the login info for my apex so he could telnet in. I had made sure that I could telnet in to the apex from the outside world before contacting him, so within 15 minutes, Curt had solved the problem and the WXM , PM1 , and display unit were all back and working perfectly.
I want to thank Curt at Neptune for the amazing customer service and reiterate that this is one of the main reasons I bought an Apex: I had read here on Reef Central that the Customer Service was exemplary.
And now I know from personal experience that it indeed is.
Curt, Thanks!
