Apex Fusion Issue

ryshark · Sep 8, 2020

I can get into my Apex Fusion app on my iPhone and have full control, no problem. However, when I try to get in from the website, apexfusion.com, after I login and try to access my Apex it says, "Waiting For Status" "Waiting for this Apex to send initial status to Fusion. This typically takes only a few moments."

And then it just times out, never connecting. Any suggestions on how to fix this? Thanks.

SmyrnaReefer · Sep 8, 2020

Same issue here! Started today...

ryshark · Sep 8, 2020

SmyrnaReefer said:
Same issue here! Started today...

Thank you. I’m sure it will fix itself.

vanpire · Sep 8, 2020

I have the same issue and it also started today. There seems to be a trend here and I can't find answers via Google.

ryshark · Sep 8, 2020

vanpire said:
I have the same issue and it also started today. There seems to be a trend here and I can't find answers via Google.

I haven't tried to access it online in awhile before today, glad to hear its not only me.

vetteguy53081 · Sep 8, 2020

Ive had no issues today

vanpire · Sep 8, 2020

vetteguy53081 said:
Ive had no issues today

Lucky you.

Bj’s Reef · Sep 9, 2020

I’m going to join this party today. My unit is doing the same thing. However I can’t access any of my controls. Hopefully someone has a solution soon.

vanpire · Sep 9, 2020

I am trying to figure it out but I can't. Tried to restarted and rebooted and everything. I know my APEX is talking to fusion as I can see the Ph values and tank temp via fusion so I know it is connected.

My APEX is the classic orange version.

Philly Reefer · Sep 9, 2020

Android app has an update yesterday. Better dark mode support but sometimes its just stuck on the logo. Not loading. Had to close the app and open it again.
No problem with chrome app login on android

SmyrnaReefer · Sep 9, 2020

is it a firmware issue?

Alchameth · Sep 9, 2020

Ironically got an app update on Android 11 and it finally works again through the app without having to do the web workaround.

vtecintegra · Sep 9, 2020

Guess I'm having the same problem. Both on a browser and on Android. Local works. No change with a reboot.

TheHarold · Sep 9, 2020

Did anyone try submitting a ticket to Neptune support?

vtecintegra · Sep 9, 2020

I just made a post on the Neptune forums. Will report back here if I learn anything.

User1 · Sep 9, 2020

vanpire said:
Lucky you.

Not had any either. Been on the portal (fusion) a few times to include just now after reading this. Not sure really what is happening to you. Sorry to hear.

NeptunePaul · Sep 9, 2020

We are aware and are actively investigating an issue affecting customers operating an Apex Classic with old firmware that was released before 2017 (4.51>). This issue is not affecting Apex or ApexEL controllers.

The operation of the Apex Classic will be unaffected by this issue (i.e. operations, alarms ECT.), but access to the Apex Fusion Dashboard will be affected. While we investigate this issues customers can access their controllers via their local dashboards or can update the firmware on their controllers to the most recently released version (4.53_4D19) here:

https://neptunesystems.com/firmware

Remember if updating the firmware on your Apex a hardwired, Ethernet connection is required from both the computer to router and the Apex to router (NO WIFI!).

User1 · Sep 9, 2020

NeptunePaul said:
We are aware and are actively investigating an issue affecting customers operating an Apex Classic with old firmware that was released before 2017 (4.51>). This issue is not affecting Apex or ApexEL controllers.

The operation of the Apex Classic will be unaffected by this issue (i.e. operations, alarms ECT.), but access to the Apex Fusion Dashboard will be affected. While we investigate this issues customers can access their controllers via their local dashboards or can update the firmware on their controllers to the most recently released version (4.53_4D19) here:

https://neptunesystems.com/firmware

Remember if updating the firmware on you Apex a hardwired, Ethernet connection is required from both the computer to router and the Apex to router (NO WIFI!).

Thanks for the update! Hope all is well and everyone is safe!

NeptunePaul · Sep 9, 2020

NeptunePaul said:
We are aware and are actively investigating an issue affecting customers operating an Apex Classic with old firmware that was released before 2017 (4.51>). This issue is not affecting Apex or ApexEL controllers.

The operation of the Apex Classic will be unaffected by this issue (i.e. operations, alarms ECT.), but access to the Apex Fusion Dashboard will be affected. While we investigate this issues customers can access their controllers via their local dashboards or can update the firmware on their controllers to the most recently released version (4.53_4D19) here:

https://neptunesystems.com/firmware

Remember if updating the firmware on your Apex a hardwired, Ethernet connection is required from both the computer to router and the Apex to router (NO WIFI!).

We have now promoted a a fix for this issue. Anyone still experiencing the problem please reach out to our support team.