How to get Help from DA

markak · Oct 20, 2015

Does any one have a way to get support from DA? I have a Elite system that I've had for years with no problems until now. I need to get a hold of DA to get some answers. I've posted to their support forum days ago, it took almost 4 days for them to even put my post on the forum (had to be approved). and still no answers to my post. I've been trying to call them by phone and no way to get to a person to talk to. How can company have such bad customer support? All I want to find out if my SID is bad and to get a new one. Looked thru their website to see if they sold the SID's and they don't. I can't do a thing with my system. Any help? Thanks

n2585722 · Oct 20, 2015

I replied to your post on the DA forum. Sorry for some reason it was not showing as a new post. The reason for aproval for new users is they were getting a lot of spam on the forum. They do sell the SID as a replacement part, but lets make sure it is the issue first before ordering one. See http://www.digitalaquatics.org/replacement-parts/sid.

markak · Oct 20, 2015

How do I find out if it is the SID or not? I have an older one that has a blue light.

n2585722 · Oct 20, 2015

Did you read my reply on the DA forum? Start up your computer. Start myReef then hook the SID to the computer only. Then hook to a powered up system last. Try that sequence.

n2585722 · Oct 21, 2015

Also does your SID have a sticker on it that says SID v 2.0 my Reef Ready. If not you may not have the correct SID to work with myReef.

markak · Oct 22, 2015

Yes Saw your post on DA forum. And yes I tried both ways of hooking it up to the computer, makes no difference. Yes the SID does have a sticker SID v 2.0 my Reef Ready. The problem I'm having is my Laptop does not recognize the SID. I have a new computer with windows 10. My old computer had windows vista. Is the SID and My Reef compatible with windows 10? How do I talk to you on PM? If you don't mind.

n2585722 · Oct 22, 2015

I don't mind. You can PM me on the DA website if you want. I think I hooked the SID up to my laptop running Windows 10. I can try it when I get home tonight.

elmexotics · Oct 22, 2015

Markak - Your Computer, was it a fresh install of windows 10, or an upgrade?

The SID requires .net Framework 3.5 installed in order to load the correct drivers. If it was a fresh load, the framework is not there and will need to be downloaded/installed from microsoft.