The Official ESL Thread - Directive for Continuous Improvement

[Tradewinds]

After Hours Support

After Hours Support

Ecotech's customer service is very good, but it lacks in one area, which is support after normal business hours.

A majority of your customer base works during normal business hours and only have time to enjoy your products in the evenings or during the weekends. Unfortunately, if these customers run into problems during this time frame, support is unavailable. Many customers may refrain from tweaking their systems on the weekends because of the lack of support during this time.

Extending your support hours to 10pm and adding Saturday coverage would set the bar for customer service in the aquarium industry. This could be achieved for little, to no cost, by simply adjusting the hours the support staff work. In the very least, have someone available Tuesday-Saturday. The support staff shifts could be rotated so no one is stuck working evenings or Saturdays.

 

[EcoTech Support]

hey Ecotech , the brightness kept changing to 100% even though i have set it to 5%.

everytime when i login it will change . it is shown in the Red box on the screenshot

i tried using firefox , Safari and chrome .

This issue was fixed in a recent update. The Overall Brightness slider in Artificial mode should now reflect the maximum brightness of your daytime points.

 

[EcoTech Support]

EcoSmart Live Update

EcoSmart Live Update

We've deployed a new ESL release on Monday, including new features and defect fixes!

Released on 11/04/2013

New EcoSmart Live website updates:

- Added the ability to toggle (enable or disable) ALL Radion cap-sense buttons from a ReefLink (in the ReefLink/Light Action menu). This will work for ALL Radions in your profile
- Fixed a defect with saving presets with percentages in the name
- Fixed a timezone issue which impacted existing schedules and setting device time (to automatic)

ReefLink updates:

- Revision 1.7.18
- Fixed a defect when schedule programming (from Program All or Program Group) a profile/group that had a mixture of connected and disconnected Radions
- Fixed a defect with saving Group Settings on groups that had a mixture of connected and disconnected Radions
- Fixed several defects with updating Radion firmware from a ReefLink
- Improved connectivity with ESL - this should help keep ReefLinks connected and responsive at all times
- Updated the LED ring on the ReefLink to have the following behavior:
-- Once your ReefLink is powered on and starts the process of connecting ESL, you will see the existing "œdiagnostic" LEDs (green/yellow/red)
-- Once your ReefLink is connected to ESL, the LED ring will go to solid blue.
-- If there is a problem or an error occurs during runtime which would normally show a red LED, the LED ring goes back to the current "œdiagnostic" mode
-- Enabled the cap-sense button in the center of the LED ring to perform the following actions:
--- Touching and holding the cap-sense button for a few seconds will enter local "œcontrol" mode
--- After a few seconds of holding the button, the LED at 12 o'clock will start flashing green with the rest of the LEDs off. Releasing your finger at this point will SOFT reset your ReefLink. This is essentially the same as a power cycle.
--- If you continue to hold the button, 2 seconds after the noon LED starts flashing, the 2 o'clock LED will start flashing green. Releasing your finger at this point will FACTORY reset your ReefLink

ReefLink Native Setup Application Updates:

- Updated the Windows version to perform ReefLink firmware updates (either by selecting a file or using the latest published revision)
- Several other defect fixes and performance improvements for both platforms.
- Both platforms are at revision 1.0.1

 

[dwilli57]

How do I update the reeflink? Do I have to get on a computer running a connection manager?

 

[EcoTech Support]

How do I update the reeflink? Do I have to get on a computer running a connection manager?

To update your ReefLink please log into EcoSmart Live and the update process should start automatically. It takes about 2 minutes to complete.

 

[EcoTech Support]

EcoSmart Live Update

EcoSmart Live Update

We've deployed a new ESL release today, mostly to address connectivity issues with ReefLink.

Released on 11/11/2013

New EcoSmart Live website updates:

- Improved ReefLink and Connection Manager connectivity with EcoSmart Live
- Added the ability to change the RF frequency of a Radion connected via USB to a ReefLink from ESL
- Reorganized the ReefLink/Light Actions menu in ESL into two separate menus, one for ReefLink specific actions and another for Radion actions

ReefLink updates:

- Revision 1.7.19
- Fixed a defect with obtaining connection information from ESL
- Moved the "œlocal control mode" LEDs to 10, 12 and 2 o'clock (previously 12, 2 and 4 o'clock). We found that the light at 4 o'click was partially occluded by the user's finger

ReefLink Native Setup Application Updates:

- Fixed a defect with obtaining connection information from ESL

Stay tuned for an update to the EcoSmart Live iPhone app in the near future.

 

[TimLikesFish]

Why is the time on my ESL an hour and 20 minutes fast? I followed the instructions on the support section of your website but it didn't change anything. I've also tried clicking the time, then entering the time manually in the box that drops down and clicking set but that does absolutely nothing. It must be simpler than this, what am I missing?

 

[Alex Y EcoTech]

Tim,

When clicking on the clock, please select "Automatic" time then "Set". After doing this select the "Program" button to save your changes.

 

[fishmanstan]

My ESL isn't working. I cant get it to recognize one of my lights wirelessly. It picks up one of the 2 lights, but I cant get it to program anything. Please help ASAP!!

 

[Alex Y EcoTech]

fishmanstan,

I would recommend following these steps to correct the issue:


1. Disconnect via USB and power down all lights for at least 30 seconds
2. Log in to EcoSmart Live using Google Chrome or Safari
3. Select the “Settings” then “New Profile” and “Yes”
4. Log out of EcoSmart Live
5. Start the Connection Manager and connect via USB to one Radion
6. Right click the connection manager icon select “USB Radion” then “Factory Reset” and “Yes”
7. Repeat step 6 for each light
8. Log in to EcoSmart Live and program your lights using the Aquarium Setup
9. Select the “Program All” button to save all changes

If you continue to experience issues, Please give us a call 1-800-785-0338 Ext. 2.

 

[EcoTech Support]

EcoSmart Live Update

EcoSmart Live Update

This morning we published an EcoSmart Live website update. This is a relatively minor update for ESL, however a fairly significant update to ReefLink firmware in terms of connectivity. We fixed two major ReefLink issues: (1) ReefLink Internet connectivity with certain routers and (2) ReefLink setting an incorrect time on connected Radions during schedule programming. The latest version of the ReefLink firmware is 1.7.22.

Other updates include:
- Improved performance and display defect fixes with Natural mode schedules in ESL
- Improved mobile client connectivity with ESL

To make sure your ReefLink is running the latest firmware, please log into EcoSmart Live on the web.

 

[brianmsu80]

I've been stuck on this screen for about 30 minutes.

What should I do? I hate to disrupt a "firmware" update.

ReefLink is just over half yellow, rest is green

 

[kth]

Mine did the same thing I figured it was trying to connect through my wifi so I used the setup software to factory reset it. Then after a few page refreshes it finally got past that page.

As to the lights i'm guessing the right half is green and the left half is yellow. This means the reeflink is not connecting to ESL.

 

[fishmanstan]

Ecotech I'm in need of serious help! Can't work with ecosmartlive! I tried the above steps and it programmed one but the other wouldn't do anything. I unplugged it and left it unplugged. PLEASE HELP ME ASAP!!!

 

[Alex Y EcoTech]

fishman,

If you are able, I would recommend calling us directly today!

 

[fishmanstan]

fishman,

If you are able, I would recommend calling us directly today!

on the phone with Matt right now.

 

[WatermarkAQ]

Alex as i noticed a lot of people seem to keep up with negetive posts and some if not most fail to actually reply with a resolution or that they have resolved the issue I woul like to say thank you again:

Thank you, i followed your "guide line" steps 1 to 9 but first updated my laptop to use the latest version of Google Chrome and set it as default as i was using IE, followed steps 1 to 9 exactly and so far everything works perfectly. Very happy, fantastic quality product.
:fish2::thumbsup::beer:

 

[Alex Y EcoTech]

Watermark,

Glad everything worked out for you! Please don't hesitate to ask if you have more questions!

 

[Dozer1one]

Good morning everyone. A few days ago I purchased a 6 radion gen 2s I decided to switch from t5s on all of my systems, currently I am trying to set the clock on ecosmart live and having difficulties, after a set it to the current time it goes right back to the pm time, it seems to be about 12 hrs behind and unable to be changed, I have tried re setting the light and logging in and out, and restarting computer, but nothing seems to work any advice would be appreciated

 

[Alex Y EcoTech]

Dozer,

Please follow these steps to resolve the issue:

1. Disconnect via USB and power down all lights for at least 30 seconds
2. Log in to EcoSmart Live using Google Chrome or Safari
3. Select the “Settings” then “New Profile” and “Yes”
4. Log out of EcoSmart Live
5. Start the Connection Manager and connect via USB to one Radion
6. Right click the connection manager icon select “USB Radion” then “Factory Reset” and “Yes”
7. Repeat step 6 for each light
8. Log in to EcoSmart Live and program your lights using the Aquarium Setup
9. Click in the clock field select "Automatic" and "Set"
10. Select the “Program All” button to save all changes