Tunze Orca mk2 help

[pasadena_reef]

Orca mk2 lost connection to the app
In an attempt to reconnect it
I deleted the device from the app but now I can’t reconnect to it
Tried to power cycle, different outlets, reconnect through the app with both options listed, “red light and white light”
Attempted to join through the dedicated network (device)_setup
Nothing
No led status makes me worried it died and isn’t receiving power: only a couple months old.

Attempted to contact Tunze through different methods
WhatsApp, email, website links but I’ve no response. With their hours being 9pm-5am on my coast in Los Angeles I only have a small window to get a hold of live support.

Can anyone offer solutions or experience with Tunze tech support

 

[tsharpe291]

@rvitko should be able to help

 

[pasadena_reef]

@rvitko should be able to help

Is there someone else that may be able to help, it’s been a couple days and I barely received an email reply from Tunze at 5am (pacific) asking only my country of origin despite providing a detailed email of my problem,pictures, and serial number.
Im honestly frustrated

 

[pasadena_reef]

@Tunze

 

[pasadena_reef]

@rvitko can you provide tech support please.

 

[tsharpe291]

I would try sending him a DM, Im sure he will be able to help as long as he sees your message

 

[bvickery1974]

@rvitko should be able to help

Is there someone else that may be able to help, it’s been a couple days and I barely received an email reply from Tunze at 5am (pacific) asking only my country of origin despite providing a detailed email of my problem,pictures, and serial number.
Im honestly frustrated

DM @rvitko, it is the fastest way to get some support.

I had issue with my nano ATO, had reply from him within hours.

 

[pasadena_reef]

@rvitko should be able to help

Is there someone else that may be able to help, it’s been a couple days and I barely received an email reply from Tunze at 5am (pacific) asking only my country of origin despite providing a detailed email of my problem,pictures, and serial number.
Im honestly frustrated

DM @rvitko, it is the fastest way to get some support.

I had issue with my nano ATO, had reply from him within hours.

Thanks for the suggestion, sent him a dm

 

[areefer01]

Orca mk2 lost connection to the app
In an attempt to reconnect it
I deleted the device from the app but now I can’t reconnect to it
Tried to power cycle, different outlets, reconnect through the app with both options listed, “red light and white light”
Attempted to join through the dedicated network (device)_setup
Nothing
No led status makes me worried it died and isn’t receiving power: only a couple months old.

Attempted to contact Tunze through different methods
WhatsApp, email, website links but I’ve no response. With their hours being 9pm-5am on my coast in Los Angeles I only have a small window to get a hold of live support.

Can anyone offer solutions or experience with Tunze tech support

Is there a light that is "on" on the top of the ORCA unit? In the eye area. If so, what is the color?

Is it steady, or flashing?

If it is flashing red that is the setup mode. Make sure you phone is set to use the 2.4 GHz wireless. It helps, I found, to set it up on a table or desktop out of the display the first time so as to not worry about range. The device to the best of my understanding does not work well, or at all, with 5.0 GHz connections. The instructions say 2.4 so just be aware.

 

[pasadena_reef]

Orca mk2 lost connection to the app
In an attempt to reconnect it
I deleted the device from the app but now I can’t reconnect to it
Tried to power cycle, different outlets, reconnect through the app with both options listed, “red light and white light”
Attempted to join through the dedicated network (device)_setup
Nothing
No led status makes me worried it died and isn’t receiving power: only a couple months old.

Attempted to contact Tunze through different methods
WhatsApp, email, website links but I’ve no response. With their hours being 9pm-5am on my coast in Los Angeles I only have a small window to get a hold of live support.

Can anyone offer solutions or experience with Tunze tech support

Is there a light that is "on" on the top of the ORCA unit? In the eye area. If so, what is the color?

Is it steady, or flashing?

If it is flashing red that is the setup mode. Make sure you phone is set to use the 2.4 GHz wireless. It helps, I found, to set it up on a table or desktop out of the display the first time so as to not worry about range. The device to the best of my understanding does not work well, or at all, with 5.0 GHz connections. The instructions say 2.4 so just be aware.

No light,
Tried different outlets
Nothing
Checked all wiring

 

[areefer01]

No light,
Tried different outlets
Nothing
Checked all wiring

If there are no lights then:

Outlet used - just for argument sake the outlet in question is not on a controlled port, controller, like Neptune Apex EB832? It is set to on? Or you put a light on the outlet, or phone charger, to make sure it is working?

I know this is dumb, just noting it because I used a EB832 outlet one time and had a similar issue. I had the outlet noted as a spare, and set to off. Couldn't figure out what was going on and not until I put the desk lamp on it did my brain go ah ha...

Anyway if controlled outlet, make sure it is on.

Make sure the power supply end, the barrel, is secured into the end on the Tunze ORCA. If the outlet works and the power supply end is secure into the ORCA you should expect power. I do not believe it matters if the power head is connected or not, but you can reconnect that and check that fitting.

I'm sure you have done all this but my reply is more to isolate the power supply and/or power source (outlet). I guess it is possible that the LED on the ORCA is bad but you mentioned you saw it before or it was working. So obviously know where it is or to look.

Will have to defer to Tunze at this point. If you happen to have a 2nd ORCA you could always swap power supplies to try that.

 

[rvitko Verified Sponsor]

Thanks all I replied to your DM