MyGHL software DANGEROUS GLITCH!!

[DudeDah]

So after FINALLY being able to get my firmware updated on my Doser 2 and then going through the PAINFUL process of getting the Doser on my WiFi network I was able to access my doser via the MyGHL Beta cloud software. I went through the programming procedure and thought all was right with the world.

UNTIL...

I noticed that the level in my dosing containers didn't seem to be moving much, at least not as much as it should given my daily dosing amount. So, knowing that my doser doses at the top of the hour I stayed nearby to listen to see if the doser activated. At the top of the hour nothing happened...

It had been a while since I was in my account so I logged in to make sure everything was ok. TO. MY. HORROR...I found someone else's settings had SOMEHOW been uploaded to my account. EVERYTHING had been changed. The dosing amount, dosing time, even the NAME assigned to each pump had been changed. I am only using two of the three pumps but FOUR PUMPS had settings applied to them. Pump 1, which I had named "Alkalinity" is named "Foundation A", Pump 2, which I had named "Calcium" is named "Foundation B", Pump 3, which I'm not using and hadn't named is named "Foundation C", and pump 4, which I don't even HAVE is named "NOPOX". All of the amounts and times are COMPLETELY wrong and FORTUNATELY...if there IS a bright spot, it's that all the doses are TEN TIMES LOWER than what I was dosing.

Something like this could have COMPLETELY NUKED my tank. I don't even know what to say right now. I have been around and around with tech support dealing with firmware and software issues for this doser and the associated software. I haven't heard back from them yet regarding what could have POSSIBLY happened here but CAN'T WAIT for the explanation. I am not going to right what has been wronged yet so that tech support can see what has been done. I may be IMPLYING but am holding off on ASSIGNING blame until I hear from GHL, but NO ONE has my login information.

I'm completely IN SHOCK right now...:mad2::mad2::mad2:

 

[Antipodes]

So after FINALLY being able to get my firmware updated on my Doser 2 and then going through the PAINFUL process of getting the Doser on my WiFi network I was able to access my doser via the MyGHL Beta cloud software. I went through the programming procedure and thought all was right with the world.

I'm completely IN SHOCK right now...:mad2::mad2::mad2:

OK, I am quite prepared to lambast a company for doing something improper.

But in this case you yourself have quoted "MyGHL Beta cloud software"

Never Never use Beta software for a mission critical environment.

I believe you should also be posting to this forum http://forum.aquariumcomputer.com/forumdisplay.php?70-myGHL-Betatest not to here!

 

[AQD_ottawa]

Erm this is a beta test not a full release I also do not see the need to attempt to blast a company on a public forum that is not for support and no mention of informing GHL by email instead just hitting the biggest public forum in all fanfare

Beta feed back is important GHL appreciate such feedback but let's do it properly please

 

[doggydoc]

Erm this is a beta test not a full release I also do not see the need to attempt to blast a company on a public forum that is not for support and no mention of informing GHL by email instead just hitting the biggest public forum in all fanfare

Beta feed back is important GHL appreciate such feedback but let's do it properly please

I agree with the above posts. Email them. NOT blast them on a public forum. Clearly it's a BETA release. As Antipodes stated, I do not use beta releases for ANYTHING critical. As a matter of fact I don't even download or attempt to until people report issues.

 

[DudeDah]

IT IS appropriate to lambast a company when others might be considering buying or using a product that could put THOUSANDS OF DOLLARS AT RISK!!

I am doing this to act as a warning to others. This could have been much worse. I am losing some corals already and HOPING that I will not lose them all. If being vocal about this can help someone else from being subject to a similar mistake then its worth it. I WILL BE ASA QUICK to issue an apology as I have been to RANT if the mistake is MINE but IF NOT, then the manufacturer needs to be held accountable for mistakes like this.

 

[das75]

Doubt the manufacturer would help with any losses specially with beta, but thanks for pointing out interesting fault

 

[AQD_ottawa]

IT IS appropriate to lambast a company when others might be considering buying or using a product that could put THOUSANDS OF DOLLARS AT RISK!!

I am doing this to act as a warning to others. This could have been much worse. I am losing some corals already and HOPING that I will not lose them all. If being vocal about this can help someone else from being subject to a similar mistake then its worth it. I WILL BE ASA QUICK to issue an apology as I have been to RANT if the mistake is MINE but IF NOT, then the manufacturer needs to be held accountable for mistakes like this.

The release is clearly stated as Beta and with all previous Beta releases warnings are provided. This IS not a general release and proven.

Beta holds no accountability as its "BETA" You use Beta software with understood risk.

It is up to the manufacturer to warn of any issues if a user finds one while "Beta testing"

Any report should be sent through proper channels.

If you wish to put a concern out then do it appropriately for example
"while testing the beta software I came across X Y Z issue, I have reported this to GHL"

GHL will look into this swiftly AND take it seriously on all levels. This is why Beta versions are made available so the public should they choose to help test the product before launch and report any issue found.

GHL are now aware and it will be dealt with.

 

[AQD_ottawa]

myGHL has still BETA status, this means bugs and malfunctions can't be excluded!

Of course we are doing our very best to make this test as safe as possible for the testers, but be aware that unexpected things can happen.
E.g. changing settings or manual operation could cause problems - so make sure you are nearby your doser to be able to react quickly - just in case!
Or operate the doser with all tubes unconnected.

With participating this beta-test you confirm that you are aware of the circumstances and the risks behind it. We have to exclude all liability, the entire test happens on your own risk.
Participate only if you agree to these conditions.


Thanks again for your help.

http://forum.aquariumcomputer.com/showthread.php?9702-A-warm-welcome-to-all!-Please-read-first!

 

[DudeDah]

http://forum.aquariumcomputer.com/showthread.php?9702-A-warm-welcome-to-all!-Please-read-first!

Thanks for providing this link!

It turns out that GHL is off the hook in terms of it being an issue with the MyGHL cloud software. It appears the issue is that GHL has assigned TWO DOSERS THE SAME SERIAL NUMBER and THAT is where the issue has come from.

AWD_Ottowa, can you please provide a link to the legalese where GHL is not liable for a mistake involving assigning duplicate serial numbers that has resulted in a loss of livestock?

 

[AQD_ottawa]

IF GHL assigned two serial numbers which would be a first that im aware of the issue still ONLY could come about while using the BETA software, therefore it is still directly linked to the use of the Beta software and nothing else.

I appreciate your PM and wanting to take this off the forum, I think it is best now for GHL to continue this discussion directly, if you could kindly report on the beta test forum which is located in the link above they can look into this further for you.

 

[DudeDah]

If you want to confirm the validity of my claim, please feel free to reach out to Artur who has been a class act throughout this frustrating process.

I will let this play out with Artur from here and will post my experience in the forum that has been referenced.

 

[d2mini]

How long did you let it run before testing your parameters?
Alk should be checked every 1-3 days regardless of your dosing methods. I run a CaRx and check every few days because things can shift rather quickly even when the equipment is running as it should.
If it changed enough to start killing coral, sounds like you went much too long.
Just a friendly reminder.

You are correct that you lucked out it wasn't the other way around, dumping all your dosing solutions overnight, wiping out your tank. But as pointed out several times, this is the risk you take when testing beta software.

But thank you for participating in beta, for finding this little glitch and reporting it!

 

[Matthias Gross]

I think we should not discuss if this claim is real or not or if you have to expect bugs during a beta or not.

I must say I am terribly sorry that it was possible that a problem like that even was possible, no matter if beta or not.

We reacted immediately and scanned our database for serial number duplicates and did the appropriate steps in order to avoid further problems. If necessary customers had been contacted.

I and my developers are in direct touch with Matt and all customers where the possibilty for a similar problem exists.

Again - I am very sorry that this was even possible and we did everything to solve the issue as soon as possible.

Since I am on a business trip the next days I have limited access to internet, but Artur will keep you informed.

 

[DudeDah]

I think we should not discuss if this claim is real or not or if you have to expect bugs during a beta or not.

I must say I am terribly sorry that it was possible that a problem like that even was possible, no matter if beta or not.

We reacted immediately and scanned our database for serial number duplicates and did the appropriate steps in order to avoid further problems. If necessary customers had been contacted.

I and my developers are in direct touch with Matt and all customers where the possibilty for a similar problem exists.

Again - I am very sorry that this was even possible and we did everything to solve the issue as soon as possible.

Since I am on a business trip the next days I have limited access to internet, but Artur will keep you informed.

THANK YOU Matthias for your prompt and considerate response!!

I am in touch with Artur and he has given me instructions on how to assign a new serial number to my doser. This is the quality of service that I was hoping for. I know this has been a learning experience for me and hope that this situation will improve the quality of future products and service offered by GHL.

 

[BrettH]

Thanks for the headsup DudeDah.

Artu and I just set up my Doser 2 yesterday AM for MyGHL. I didn't realize MyGHL was in beta form. Shutting it down now.

By the way, my experience with Artu was great. He did a great job fixing the issue and supporting my problem. I only hope they can fix the bug so I don't need his help everytime.

cheers...
brett

 

[Matthias Gross]

myGHL has been relaunched!

All users will receive an email with instructions and more information.