Why is this so difficult? It is an update!!!

[Lavoisier]

Even following the instruction for updating firmware to the letter it fails. When I go to support the hoops Neptune demands make this product infinitely frustrating. Can you guys really not make your product useable for a relatively intelligent person? I would never have purchased an Apex if I new it would take days anytime an update was necessary. :headwally:

 

[slief]

What kind of an issue are you having??? I have NEVER had an issue doing an update on an Apex. Not the classic version nor the 2016 Apex. If you would actually like help, perhaps a bit more info on your issue would be more constructive than a thread venting frustration. At least for those of us without crystal balls. :thumbsup:

 

[Lavoisier]

Slief, I'm happy for you that you have never had a problem. This is the third or fourth time I've updated my firmware and it has been a problem each time. I'm not asking for help at this point, and it is more than just venting. I am disappointed in the time I have to spend doing what should be a simple update. I go to the Neptune forum for help and I know I will eventually be able to update but it will take time. I love my Apex but it is a frustrating tool and one of these days, when I find a more user friendly system I will switch.

 

[slief]

Slief, I'm happy for you that you have never had a problem. This is the third or fourth time I've updated my firmware and it has been a problem each time. I'm not asking for help at this point, and it is more than just venting. I am disappointed in the time I have to spend doing what should be a simple update. I go to the Neptune forum for help and I know I will eventually be able to update but it will take time. I love my Apex but it is a frustrating tool and one of these days, when I find a more user friendly system I will switch.

Are you updating using a Windows system? Have you disabled the Windows Firewall and Security Essentials? I'm in the computer business and have seen windows security software cause issues with the updates. Care to elaborate on what your issue is? Maybe I can help..

 

[Lavoisier]

Yes, windows 10, I turned off the system protection. I use McAfee and Windows told me McAfee controlled the firewall. I disabled it, Spam protection, and Scanning. I turn off my internet using the button on the key board. I plug directly into Apex with a cable and run the Update Firmware. The program finds the Apex at a slightly different IP address.

It attempts to connect multiple times, timing out each attempt. Here is an example of the messages:
Loading firmware file into memory
Firmware file load complete...
Calculating Apex Start Checksum Vector
Calculating Apex Start Checksum Vector complete...
The controller address is: 192.168.0.172
Connecting to controller at address: 192.168.0.172
Connecting
Apex running in boot loader mode
Trying to connect: attempt 1
Waiting for input from Apex, timed out
Trying to connect: attempt 2
Found ARP entry at address: 192.168.0.173
Waiting for input from Apex, timed out
Trying to connect: attempt 3
Found ARP entry at address: 192.168.0.173
Waiting for input from Apex, timed out
Trying to connect: attempt 4
Found ARP entry at address: 192.168.0.173

 

[slief]

Seems like a Windows issue with the point to point connection. Have you tried connecting your Apex directly to your router with a long Ethernet cable? You can get a 50 or 100' cable really cheap from Amazon. My guess is that would solve your issue.

 

[Lavoisier]

My Apex is usually connected directly to my router. When I attempted to update the firmware I unplugged Apex from the router and directly into my computer. I am not going through the router with the update. Are you suggesting I plug my computer into my router as well as the Apex, going through the router with the update?

I'm assuming you do not mean to try the update wirelessly.

 

[slief]

My Apex is usually connected directly to my router. When I attempted to update the firmware I unplugged Apex from the router and directly into my computer. I am not going through the router with the update. Are you suggesting I plug my computer into my router as well as the Apex, going through the router with the update?

I'm assuming you do not mean to try the update wirelessly.

I'm suggesting having both the computer and the Apex wired directly to the router. No wireless on either end. That's how I've always done the updates on my Apex as well as customers and never had an issue. The only issue I have ever encountered is updating the www files which sometimes has taken 2 attempts to get the www update to complete which was as the result of a timeout which I attributed to a network anomaly or network traffic. .

 

[Lavoisier]

That did the trick, thank you. I passed on the tip to the Neptune forum but all of this just reiterates my original post. Nonetheless, my firmware is no updated.

 

[kurt_n]

That did the trick, thank you. I passed on the tip to the Neptune forum but all of this just reiterates my original post. Nonetheless, my firmware is no updated.

Glad you got your firmware updated. I think if you go back and look at the instructions from Neptune about how to update firmware, you'll find that you weren't really following the directions to the letter as you say. Step 2 of their "quick start" firmware instructions say: "Ensure a hardwired connection between computer and router and router to Apex." And the #1 "common error" it lists at the bottom of the instructions is: "Not having a hard wire connection between computer and router."

I only mention it because it seems like more and more folks are trying the direct connect method between Apex and a laptop. While it's possible, it does require you to change some network settings on the laptop. Running everything through the router just makes everything a lot easier and has always been the method recommended by Neptune for as long as I remember.

 

[Lavoisier]

As I mentioned earlier, I have been using the forum and thought I had to connect directly to the Apex with my laptop. I was looking at the wrong instructions (see below) which pertain only to an Apex not directly connected to a router. Hence, my difficulties in multiple upgrades. I'm glad I posted my frustration and was fortunate enough to have Slief take pity on me!

Connect PC/Mac directly to controller to update firmware
Connecting directly to your PC/Laptop

If your Apex is operating in a wireless mode and you can’t run a cable from it to your home network router, you can load the firmware by connecting your PC or laptop directly to the base unit. The basic process is to define a mini-network consisting of just your PC and Apex. Because you’re not using your home network’s router, you will not have Internet or email access this way. So download the appropriate firmware file to your laptop first. Also, you do NOT need a special Ethernet ‘crossover’ cable for this – any good quality ‘straight through’ Ethernet cable will do. So take your PC/Laptop to your Apex, connect them with your Ethernet cable, and follow these instructions being careful to write down what your options were before making these changes so you can change things back:

Windows XP

1. Disable the wireless interface on the PC/Laptop by using Control Panel – Network Connections. Find your wireless interface, right click and select Disable.
2. From the Apex Display module, disable DHCP by using System – Net Setup - DHCP.
3. Again, from the Display module, use System – Net Setup – IP Address. Write down the current IP address of the Apex. You will need it for the next step.
4. Now, you have to select an address for the PC (normally you would have DHCP enabled and your router would do this for you). You have to match the first 3 pieces (octets) of the Apex’s address and have something different for the fourth. For example, if the Apex is 192.168.1.50, you could use 192.168.1.10. Next, we have to put this new address into the PC and turn off some other controls.
5. On your PC, go into Control Panel - Network Connections. You may have multiple network interfaces displayed. Identify the one that is your Local Area Connection or Ethernet Adapter.
6. Right-click on the icon for the Local Area Connection interface, and select Properties.
7. Select Internet Protocol (TCP/IP), then click Properties
8. On the General tab, Obtain an IP address automatically will be selected. We need to change that so we can define one our self. Click the button Use the following IP address.
9. Complete the three fields using the IP address you selected above. The Subnet Mask should be 255.255.255.0. Make sure Default Gateway is blank because we’re not using a router anymore (that’s usually your Gateway).
10. Leave all the other options alone.
11. Click OK as needed to get out of the network configuration windows.
12. Now you’re ready to load the firmware.

 

[slief]

That did the trick, thank you. I passed on the tip to the Neptune forum but all of this just reiterates my original post. Nonetheless, my firmware is no updated.

Sweet!!! Very glad to help!!! :beer:

 

[biecacka]

Scott, any word for a Mac user. I'm trying to update and getting pretty much same notifications and I have my Mac and apex hard wired.


Corey