What Apex Problems?

[Clownfishy]

I have read people say they have had a lot of problems with their Apex. I am just about to buy one but before I do, can people let me know what they mean by "problems"? Have you seen components failure or firmware updates bricking their controller? Just want to know what problems people are having before I part with my hard earned cash.

 

[hybridazn]

No issues here, been using my apex for 5 years now. I did have 1 issue with an update but it was because the file was corrupt. A 20 minute phone call fixed that issue and have not had any since. That issue was also about 3-4 years ago.

 

[Bob Escher]

I have had mine for over three years ( the classic) the only I had was my display. I accidentally cut the wires ( the door to my stand) I went out and bought one from EBay. It didn’t work. I decided to contact support. They logined to my computer and upgraded to display software. That it’s.
So i have heard of issues as well but I haven’t had any

 

[Mark Gray]

I have had mine for about a year, runs great. It runs so good I bought another for my new build but it's still in the box lol

 

[radiata]

I think all of my Apex problems have been caused by my own brain farts.

 

[Greybeard]

Had a Reefkeeper... lots of problems, no support. New Apex Classic, in place for a week now, so far so good. Setup was pretty easy, had it doing everything my old Reefkeeper was doing, and much more, in about 2 hours.

 

[jml1149]

My experience with Apex customer service has been nothing but positive. I had a lightning strike and lost my controller (and circuit card in my washing machine, and RAM in my PC, amongst other things). I called them 8AM my time, they called me back 7AM their time, and I had a replacement sent overnight that same day. I took off from work the next day, had the package held at Fed-Ex and was back in business 24 hours later.

The sheer # of users means there's ample people to answer questions and help with programming.

The interface is best in class, easy enough for a novice and capable enough for an advanced programmer.

I'm an admitted Apex junkie, but I fully stand by the product. I'd be happy to answer any questions I can.

 

[Ento-Reefer]

Had a Reefkeeper... lots of problems, no support. New Apex Classic, in place for a week now, so far so good. Setup was pretty easy, had it doing everything my old Reefkeeper was doing, and much more, in about 2 hours.

This has also been my experience. I bought the new 2016 Apex and had it up and running in an hour and I am the least tech savy 50 something woman I know.

 

[BobNY]

I bought my first Apex back in 2010. It had a problem and didn't work right out of the box. Called service and had a new one sent immediately. That Apex worked flawlessly for 8 years. I just replaced it 2 weeks ago with a Apex 2016. It was a breeze to switch over and has been running great so far. I am going to relocate my old Apex to the basement to run my Quarantine and water mixing station.

 

[Kershaw]

I have been using the a apex jr for 8 years no display. It is reliable as far as it’s controls. Problem I have is if power goes out it loses its internet connection. And I have to do a firmware update to get it back online. Super anyoing. But it continue to control the flawlessly even when i can’t access it. I plan on buying a new Apex jr with display for my new tank at the end of summer.
Over 8 years I have never needed any other features other then the vdm and pm1. I do kinda want the flow sensors though.

 

[Script_Kitty]

I think a lot of it depends on what kind of solution you are looking for.

Some people want something simple that hust does some basic functions. And i think the apex is pretty good for that, they have pretty well designed guilds and have a lot of different ways to get help and support.

I think the thing to worry about with the apex is that its what I like to call the “gateway drug” of the controllers.

I have a small biocube that i got to help learn the basics of saltwater before going to a bigger tank.

I got the apex with the plan to move it to the bigger tank, amd though the ability to track things like salt, ph, orp, temp would help me understand the chemistry involved.

The “gateway drug” part came from how easy to go to the next step. The basic apex let me control and monitor my aquarium, but by adding in a cheep breakout box, i could add some custom external switches so my wife could easily feed the fishes.

This lead to a top off system.

This leas to a skimmer full sensor.

This lead to flow sensors.

This lead to a temperature controlled fans.

This lead to a sump, custom lighting, dos pumps, reactors, and now full triton method (if the product ever arrives).

This is eactly what i was looking for, and it allows me to evolve my basic investment one step at a time.

By investing in a high end system like the apex, it Allowed me to upgrade and evolve it as my needs evolved. If i had gone the simpler way, i would have had to replace them several stages along the way.


I think neptune systems does a great job of making it simple to get started.

It a lot like getting a new computer. They have done a lot to help people set it up and gett it working right out of the box, and provide you lots of help and wisards to get you started, but like a personal computer, once you figured it out, you arnt limited by the training wheels.

They also have a great support forum with lots of really helpful people.

Now i just need to figure out how to integrate my apex with the spacial flux capacitor and i will be all set (trying to make my aquarium biger on the inside than the outside.)

 

[Clownfishy]

I have been using the a apex jr for 8 years no display. It is reliable as far as it’s controls. Problem I have is if power goes out it loses its internet connection. And I have to do a firmware update to get it back online. Super anyoing. But it continue to control the flawlessly even when i can’t access it. I plan on buying a new Apex jr with display for my new tank at the end of summer.
Over 8 years I have never needed any other features other then the vdm and pm1. I do kinda want the flow sensors though.

Is it normal to have flash the firmware Everytime there is a power cut?

 

[Kershaw]

Is it normal to have flash the firmware Everytime there is a power cut?

No I don’t think so.

 

[User1]

Is it normal to have flash the firmware Everytime there is a power cut?

NO, it isn't. However, they do say to always check firmware before installing any of their new devices. That isn't what you are talking about though. I'm having some electrical issues in the room my tank is on so I lose power frequently while we debug the issue. I just checked after reading this and all of my firmware is current.

 

[User1]

As to what issues and or problems with Apex. Every device has troubles at some point or another. Probably more during the initial end user learning curve. Mistakes will happen, connections will be wrong, and integration into ones home network may be an issue. My point here is things happen and you should plan for them regardless of what eco system you choose. I have them with my ReefAngel and also my new Apex. Having said that I can say after using their customer support it has been nothing but positive and timely problem resolution. Honestly, nothing but good.

But...not all is perfect if I was being truthful. The one thing I didn't understand and makes no sense to me is some of the ways they troubleshoot. For example, I have the new Cor-15 return pump. I spent a day trying to get it working via apex but it would never see it in modules yet it would power up and run. I just couldn't control it. Support was quick, helpful, and in the end sent out to me a new cable. This didn't make sense because if we start shipping pieces rather than a full unit, it would be cost prohibitive over time. At least in my mind. Anyway I swapped out the cable, still no luck in getting my Apex to see it. So this was sent 2 day mail. I reply to my open ticket and got a call back by Luis within 5 minutes of sending it. Now the "support is great, honestly bit". They called right away after I updated the ticket with regards to the cable not working. Asked for remote connection in, I set it up, and he proceeds to connect to the "local" apex rather than via Fusion portal and saw the problem. Somehow during all of this I lost the communication / authorization / token. Once he reset that and linked, Cor-15 module found, problem solved.

So yes, support if fine but we all have bad days and bad service. I, on the other hand, while not agreeing with their debug via 2 day mail deal, resolved it and was quick to respond to communication(s). I can't say how many support people they have, I can't say how large the company is, nor can I saw how many different versions of Apex controllers are out there. What I can say is based on my experience that is how I view the company and their support. I would recommend them if you are looking for a single eco system that expands with your future growth.

Note: My first Apex was their Neptune / X10 combo back in 2000. It was a reliable product back then with similar support. To the point when I called them talking about my young GSD chewing on the main unit thinking it was a chew toy. The reply I got back after some tips on fixing a few things is that his great dane, I think it was, did the same thing. Small world.

 

[spifftempo]

I have been using the a apex jr for 8 years no display. It is reliable as far as it’s controls. Problem I have is if power goes out it loses its internet connection. And I have to do a firmware update to get it back online. Super anyoing. But it continue to control the flawlessly even when i can’t access it. I plan on buying a new Apex jr with display for my new tank at the end of summer.
Over 8 years I have never needed any other features other then the vdm and pm1. I do kinda want the flow sensors though.

This is not normal. I had this issue at one time. You need to update your bootloader. To do this:

1. Update the firmware to the latest and greatest (sounds like you don't have trouble with that)
2. Unplug the Ethernet cable
3. On the display module go to system> bootloader update
4. The Apex will reboot
5. Connect Ethernet cable and power cycle it should boot up fine

If it doesn't fix it or you don't have a display screen then contact support.

 

[Kershaw]

This is not normal. I had this issue at one time. You need to update your bootloader. To do this:

1. Update the firmware to the latest and greatest (sounds like you don't have trouble with that)
2. Unplug the Ethernet cable
3. On the display module go to system> bootloader update
4. The Apex will reboot
5. Connect Ethernet cable and power cycle it should boot up fine

If it doesn't fix it or you don't have a display screen then contact support.

Yep. No screen. I bought this when they where selling them with out display for 150. I can’t justify spending 600 plus on a controller. Wish I bought the one with screen. Tech support has been un helpful with the problem. So I just deal with it.

 

[ryeguyy84]

all good here, I don't know what I would do without my apex it does everything I ask it to do. every issue I've ever had has been my fault.

that's where the apex forum comes in, there's a lot of people there that are really good at programming it and they can spot some mistakes I may have made. one user even let me call him and he walked me through the initial setup. this was before fusion where you practically need to be an internet networking genius with static IP's and DNS servers. now that fusion is here it's a really simple setup.

 

[themcfreak]

I've been running my Apex right around a year now. Its been through an upgrade (installed originally on 42, now its on an 85 gallon). No issues there. The 1 time I had an issue had to do with an AFS that didn't want to complete a full rotation before withdrawing. Opened a ticket, they asked me to try something, didn't work, sent it in, and had it replaced. No problems, very responsive and quick enough. Might have been a little more problematic if it had been something more vital than an AFS, but I didn't push them for a rush on it.

 

[LEOreefer]

The only problem I have is that Neptune keeps taking my money as I want more and more modules

In all seriousness the only issues I’ve had is sometimes when it feed mode , once feed mode timer is up it will not ramp my core up to full strength. It’s easily fixable by re enable it feed mode then canceling it. Beside that my apex has been a key piece to my aquarium