Apex Software update failed: can't connect to base unit

[zalick]

This morning I was making coffee and logged in to fusion (not local) from my phone. I noticed the triangle with ! and clicked on it. It said update your AOS. So I clicked OK. I should have known better.....but I figured they had worked out their firmware update issues if they are offering updates using fusion.

Apex 2016 Base unit. The new one with orange face plate.
Two old EB8s, the classic version.

The update took awhile but the progress bar eventually hit 100%. I went to check the tank and the base unit did not restart. The lights were flashing. I let it sit for about 10 minutes and still nothing.

I plugged my laptop directly to the base unit with an ethernet cable. This cause the base unit to start rebooting every 5 seconds. I unplugged the ethernet and the base unit went back to do nothing but flashing lights.

I tried disconnecting the eb8s and using an aux power supply for the base unit. Still not working.

I know that I will probably need to do a factory reset, which is very frustrating. Thankfully I have a somewhat recent backup config.

I'd like to get to work on time...but that's not looking good...

Any ideas on how I can get this working without a factory reset?

And when is Neptune going to get firmware updates working correctly? Its 2020 and we've now been updating firmware on household components for at least 30 years!!

Thanks

 

[zalick]

Factory reset does not even work.

I opened a support ticket and they said its a hardware failure. Seems highly suspicious that the hardware failure would occur at the exact moment of the firmware update. I do not believe its a hardware issue. I've seen this enough times with loading 3rd party firmware to routers etc. You know a firmware related bricking when you see it! Clearly the firmware bricked the base unit.

Thankfully I have my apex classic unit I can use while they ship me a replacement....

Pretty disappointed this happened to a brand new base unit.

 

[Radman73]

Definitely a downer to start that way. Knocking on wood, my 2016 base unit has been rock solid. So hopefully you got a bad one but identified it quickly.

 

[zalick]

Definitely a downer to start that way. Knocking on wood, my 2016 base unit has been rock solid. So hopefully you got a bad one but identified it quickly.

Thanks. My original apex classic base unit works great. I only upgrade for the integrated wifi....

Unfortunately I have to reprogram all the outlets now!

 

[steallife904]

updating mine always scares me!!! I went years without doing it because of it and sure enough when I did a update recently I had issues (apex classic). Now have everything working but my display unit went blank only showing a blue lite screen. Tried everything to fix it but gave up. I do have a call setup on the 3rd with Neptune to try and fix but for now I can use fusion so....

 

[zalick]

updating mine always scares me!!! I went years without doing it because of it and sure enough when I did a update recently I had issues (apex classic). Now have everything working but my display unit went blank only showing a blue lite screen. Tried everything to fix it but gave up. I do have a call setup on the 3rd with Neptune to try and fix but for now I can use fusion so....

I had that happen with my classic display unit. I didn't want to buy a new one, so I just connected over fusion or locally. That's why I finally decided to just get the new base unit with WiFi and a $29 Kindle fire on sale to use as a display unit.

I've had multiple issues updating the firmware on the classic over the years but was always able to get it working eventually. This is the first true bricking. . I'm a software engineer as well, so not like this stuff is foreign to me!