Every new technology product launch faces challenges. That just comes with the territory. And, although we expected to be fixing small bugs and making UI tweaks here and there, we never expected to go through what has transpired over the last few weeks.
It seems that a very small number of our new Apex Systems were built with faulty Micro SD cards that would pass through our system QA process but would later fail in the field. In fact, these particular SD cards could even be considered counterfeit as we were assured by the supplier that all shipped to us were identical. In fact, the internals of the cards showed something entirely different.
For those of you who have the new Apex I am sure the first questions you want answered are “How do I know if I have a faulty one?” and then “What happens now.” Here is the answer. We have just released a new version of the AOS (Apex Operating System) that, when updated within Apex Fusion or the Apex local interface, will fail to load and will render your Apex disabled if it has the faulty SD card. If your system passes through the update, then it has the authentic SD card, and everything will be fine going forward with your Apex.
For those Apex fails the update, please contact us (https://www.neptunesystems.com/support/contact-support/
with “Failed AOS Update” in the subject) and someone to contact you to send you a replacement Apex. Again, if your AOS update passes, your Apex does NOT have any issue with its SD card.
Ultimately we take complete responsibility for this as we failed to properly perform an adequate inbound inspection on this part. We have now adjusted our inbound parts QA accordingly.
We sincerely apologize for any inconvenience this has caused our customers.
Instructions on how to update to the new AOS are in the images below.
It seems that a very small number of our new Apex Systems were built with faulty Micro SD cards that would pass through our system QA process but would later fail in the field. In fact, these particular SD cards could even be considered counterfeit as we were assured by the supplier that all shipped to us were identical. In fact, the internals of the cards showed something entirely different.
For those of you who have the new Apex I am sure the first questions you want answered are “How do I know if I have a faulty one?” and then “What happens now.” Here is the answer. We have just released a new version of the AOS (Apex Operating System) that, when updated within Apex Fusion or the Apex local interface, will fail to load and will render your Apex disabled if it has the faulty SD card. If your system passes through the update, then it has the authentic SD card, and everything will be fine going forward with your Apex.
For those Apex fails the update, please contact us (https://www.neptunesystems.com/support/contact-support/
with “Failed AOS Update” in the subject) and someone to contact you to send you a replacement Apex. Again, if your AOS update passes, your Apex does NOT have any issue with its SD card.
Ultimately we take complete responsibility for this as we failed to properly perform an adequate inbound inspection on this part. We have now adjusted our inbound parts QA accordingly.
We sincerely apologize for any inconvenience this has caused our customers.
Instructions on how to update to the new AOS are in the images below.
Last edited: