Apex disconnected from fusion

[NathanandAngel]

Hello everyone,
Our family went out of town over Thanksgiving, everything was running fine with our Apex (previous version not sure of name) and when we got back I couldn't log in on Fusion. Then I noticed it had been disconnected for over 24 hours blah blah. Its not uncommon for me since we use the wifi gaming adapter for it to lose connectivity. I tried restarting in net setup, powercycling the router, and even connecting it with the good old ethernet cable. It will not connect to fusion.
I don't know if the issues are related but the temp and ph probes are both giving false readings temp reads 19.3 and ph is 1.56.
I am stumped and don't know what to try next. Any advice is appreciated its been a couple weeks and I'm not finding anything.

 

[Billldg]

@rkpetersen, any suggestions or ideas?

 

[SuncrestReef]

Have you tried logging in to the local console at http://apex.local to see if it's responding? If that doesn't work, check your router to see if you can find the IP address it assigned to your Apex (assuming the Apex is configured for DHCP), then try connecting directly to that IP address: http://x.x.x.x

 

[NathanandAngel]

I haven’t but I’ll try that tonight and update thank you

 

[NMdesertReefer]

You should call customers support, might have to schedule a service call but it's worth it they help me out a lot.

 

[rkpetersen]

The two suggestions above are good ones. It sounds like there is more than one issue and it's unclear if they're related.
If you can connect through Apex Local, then you can try configuring your Apex for a static IP address, which could solve the problem if your router isn't giving the Apex a proper address from DHCP for some reason.
Also, using wifi extenders, powerline wifi adapters, etc with Apex often results in problems. If your Apex can't get a good signal from your current router, might be time to consider upgrading to a mesh system like the Netgear Orbi (which works extremely well with Apex systems.)

 

[NathanandAngel]

Ok I still haven’t been able to connect. I looked at the instructions for configuring the apex for a static ip but don’t have the confidence to attempt it. Anybody have a phone number or email for their tech support?

 

[rkpetersen]

Contact Support

TO CONTACT NEPTUNE SYSTEMS SUPPORT, FOLLOW THESE STEPS and Fill out the To Contact Support Form: Find the the serial number of your system Via the display screen> Self Test Via Apex Fusion> Apex List/Selection Visit www.ApexFusion.com and please add "neptunesupport" with "manager...

www.neptunesystems.com