New EB4 shown as Unknown_5

[john f]

Tried hard wired firmware update...nothing.
Called customer service number and was told someone would call me back.....nothing.

I think I need an RMA

 

[aquamanic]

If you look at the Outlet Setup webpage, do you see the 4 new outlets there?

 

[RussM]

I suspect that you have v4.03 or older firmware. If so, you need to update the firmware to v4.04 firmware for the Apex to recognize a EB4

 

[john f]

Apex Module List
HW Type HW Rev SW Rev Addr Name
Display module 001 009(OK) 001 Disp_1
EB8 module 001 007(OK) 003 EB8_3
EB8 module 001 007(OK) 004 EB8_4
Unknown 001 008(OLD) 005 Unknown_5


Can't update frimware. Tried already. Also tried deleting the module, and reinstalling.

 

[aquamanic]

Russ is right. If you're not on 4.04 then you're wasting your time. See that "old" in your module list? That's telling you the firmware isn't right.

 

[RussM]

Disconnect the EB4, then attempt to delete it from the Module setup page. Then try the firmware upgrade again. How did the firmware update not work? Please be specific. Copy & paste any errors which may have occurred during the firmware update.

 

[john f]

I did that too. Nothing.
The firmware update simply hangs, and the popup window looses connection with the base unit and shows a generic microsoft connection error.

Someone from Neptune may be able to telnet into my connection and do a non browser update?

 

[aquamanic]

If you want Neptune to deal with it, then send them an email. They've been known to respond to emails on the weekend, if not then Monday.

If you want the board to help you, then you have to do what Russ requested which is to copy/paste or do a screen shot of the exact errors and any messages prior/after. Otherwise, we're all just guessing.

 

[SPotter]

+1 on Russ helping you! The people on this board should be paid consultants for Neptune because of the help they provide. Russ and Alan have solved numerous problems I was having....all user errors I might add.


Sent from my iPhone using Tapatalk

 

[john f]

Well it's fixed. Russ, you were right, I needed to update the firmware on the base module first to 4.04. I don't know why I read your post wrong because you were very clear! I had stuck in my brain the firmware for the EB4 and not the base unit.
Anyhow everything is working correctly, Neptune called me today and explained it just as you had!

Thanks,

John

 

[RussM]

:bounce3: Cool.


Next time though, I'll specifically state system firmware

 

[aleonn]

Glad it worked! Curt saved me a lot of time and headache recently with my system firmware update!