Neptune Apex Display not working

[kevin_e]

We had our power go out for about 45 min the other day and my display no longer works. This is the classic gold version. There is a faint backlight around the edges, but nothing else. Everything else works as normal.

I've changed to different ports and the same issues perists.

 

[315wall]

Hope this help, I received this from Neptune

The best way to determine if you have a back-light on the display would be to unplug the display from the AquaBus port and then plug it back in and did you notice any change in the lighting for the display panel?

Not Recoverable:

If the answer is DARK no back light then the display would need to be sent in for further diagnosis.


Possibly Recoverable:

If the answer is YES, there is a bright blue/orange backlight then we will have you try to update the display modules firmware following the instructions below.


Recovering the Display

Log into the classic Dashboard with the instructions below:

• How to access your "classic dashboard"- Mac
• How to access your "classic dashboard"- PC

1. Go to configuration > Module Setup
2. Choose your display module from the drop down list.
   1. If you have multiple display listed, choose the display module with the highest AquaBus address.
   2. 

1. Click the update firmware button.
2. Click the submit module change.
3. Wait 10 seconds to see progression of the module firmware.
4. If you do not see that the module is being updated at the bottom of the screen then remove from the AquaBus and plug it back in.
   1. If you still do not see any progression, then try removing from the AquaBus an additional time.
   2. 

1. If you had multiple displays listed please try the steps above on the other display modules.
2. If you see updating firmware progression, then more than likely, your display screen will turn on shortly.

 

[kevin_e]

Hope this help, I received this from Neptune

The best way to determine if you have a back-light on the display would be to unplug the display from the AquaBus port and then plug it back in and did you notice any change in the lighting for the display panel?

Not Recoverable:

If the answer is DARK no back light then the display would need to be sent in for further diagnosis.


Possibly Recoverable:

If the answer is YES, there is a bright blue/orange backlight then we will have you try to update the display modules firmware following the instructions below.


Recovering the Display

Log into the classic Dashboard with the instructions below:

• How to access your "classic dashboard"- Mac
• How to access your "classic dashboard"- PC

1. Go to configuration > Module Setup
2. Choose your display module from the drop down list.
   1. If you have multiple display listed, choose the display module with the highest AquaBus address.
   2. 

1. Click the update firmware button.
2. Click the submit module change.
3. Wait 10 seconds to see progression of the module firmware.
4. If you do not see that the module is being updated at the bottom of the screen then remove from the AquaBus and plug it back in.
   1. If you still do not see any progression, then try removing from the AquaBus an additional time.
   2. 

1. If you had multiple displays listed please try the steps above on the other display modules.
2. If you see updating firmware progression, then more than likely, your display screen will turn on shortly.

Took me awhile to get around to fixing this, but this worked! Back up and running. Thanks!

 

[Waters]

I have this same issue with my display every time the power goes out. Neptune always has to remote in to re-establish communication between the Apex and module. They said there isn't anything I could do to fix it on my own. Fortunately they are really quick about fixing it (I opened a ticket last night at 7:00 PM and received a call roughly 10 minutes later).

 

[Rhoads238]

When this happened to me it was because my control module was shorted out. My experience with Neptune's customer service was awful and slow. I hope you have better luck with them than i did.