Manny’s Reef
2500 Club Member
Yes I know there have been numerous posts on here about this issue. However, I am coming here in hopes of finding a way to fix the issues myself. I've been having a back and forth with Neptune. Sometimes we go 2 days without a reply one way or the other and that is too slow for me. We are also at a standstill where what they are offering is to have me send it in, provide a credit card number, and allow them to inspect and do what is needed. I haven't been given a ballpark estimate how much this would cost. So I'm not necessarily willing to put it in their hands just yet. Ok, so here is a run down of whats went on.
Before my move, the trident ran for about 4-5 months. I performed the task for shutting it down. It was shut down for about 2 months.
When I setup again, I got the no water sample error message. It was my own stupid error. I had the clear hose as the sample line. Fixed this. Bam. We are good to go.
3 days later, "no water sample." Grrrrr. Went onto the neptune site and followed instructions. No luck. I open a ticket. I go through all the steps.
Disassemble trident, ensure no lines are kinked or pinched - check. no lines kinked or pinched.
Visually inspect --- I see blue dried up liquid on the bottom of the trident directly under solenoid 4. Share with neptune CS team. Also, looks like line may have been getting slightly pinched by solenoid. Fix this.
Remove the lines from the solenoids, flush them with a syring to ensure no blockage - check. Did it. I found no resistance on all of the lines.
Repeat for the sample and drain lines - check. Also no resistance.
Visually inspect unit. No pinches, no kinks.
Clean cuvette - check. Take pictures of holes inside cuvette to share with neptune - check. Run trident - check. Still getting same errors. Did I disconnect and reconnect trident? Yes. Many many times. Did I prime the lines? Yes. Many many times. I've used up quite a bit of reagent priming the lines. I ran all simultaneously and individually. I can confirm that when I prime, the cuvette will get filled with the responding reagent/water. The cuvette fills twice each time. I believe this is exactly what its supposed to do. After priming, we go to "initializing" then "no water sample." I can clearly confirm that water is filling the cuvette.
This is where we are at in a nutshell. Neptune CS teams seems to have given up on this as their last response said this,"
Judging from the description you sent in it looks like the cuvette has overflowed onto the circuit board. A cuvette overflow is because something is restricting the waste line and preventing the cuvette from draining fully before it is filled back up, leading to an overflow. Before connecting your replacement Trident l I'd suggest inspecting the external waste line for anything that is sitting on or kinking the hose, and ensure that no doors are closing on it, etc. At this point, your Trident (marine aquarium water analyzer) - will need to come in for further diagnosis, and we have two options. One is to have a replacement Trident (marine aquarium water analyzer) - cross shipped to you with credit card deposit and if you meet at least one of the requirements below. If you are not wanting to give a credit card deposit. Then the other option is we can provide you with an RMA number, so you send in your Trident (marine aquarium water analyzer) -, for repairs."
I cannot see where they would derive that the cuvette overflowed onto the circuit board. There is absolutely no evidence of this. Nothing I said should lead them to believe this is the issue. That is why I struggle with the notion of blindly providing them with my credit card number for an undisclosed amount, when they obviously have not been able to pinpoint the exact issue.
Honestly, I would have been more comfortable with them stating that they have been unable to diagnose the problem via customer support remote chat. That now we need to submit the unit for an actual diagnosis. Rather, it seems that they took a hail mary guess at what might be wrong; a guess which I simply disagree with.
Anyhow, I guess that was a long winded way of requesting help. With the steps that I have taken thus far, are there any additional steps you would take? What else can I do to help pinpoint the exact issue? Hope there are some of you out there that can help.
Before my move, the trident ran for about 4-5 months. I performed the task for shutting it down. It was shut down for about 2 months.
When I setup again, I got the no water sample error message. It was my own stupid error. I had the clear hose as the sample line. Fixed this. Bam. We are good to go.
3 days later, "no water sample." Grrrrr. Went onto the neptune site and followed instructions. No luck. I open a ticket. I go through all the steps.
Disassemble trident, ensure no lines are kinked or pinched - check. no lines kinked or pinched.
Visually inspect --- I see blue dried up liquid on the bottom of the trident directly under solenoid 4. Share with neptune CS team. Also, looks like line may have been getting slightly pinched by solenoid. Fix this.
Remove the lines from the solenoids, flush them with a syring to ensure no blockage - check. Did it. I found no resistance on all of the lines.
Repeat for the sample and drain lines - check. Also no resistance.
Visually inspect unit. No pinches, no kinks.
Clean cuvette - check. Take pictures of holes inside cuvette to share with neptune - check. Run trident - check. Still getting same errors. Did I disconnect and reconnect trident? Yes. Many many times. Did I prime the lines? Yes. Many many times. I've used up quite a bit of reagent priming the lines. I ran all simultaneously and individually. I can confirm that when I prime, the cuvette will get filled with the responding reagent/water. The cuvette fills twice each time. I believe this is exactly what its supposed to do. After priming, we go to "initializing" then "no water sample." I can clearly confirm that water is filling the cuvette.
This is where we are at in a nutshell. Neptune CS teams seems to have given up on this as their last response said this,"
Judging from the description you sent in it looks like the cuvette has overflowed onto the circuit board. A cuvette overflow is because something is restricting the waste line and preventing the cuvette from draining fully before it is filled back up, leading to an overflow. Before connecting your replacement Trident l I'd suggest inspecting the external waste line for anything that is sitting on or kinking the hose, and ensure that no doors are closing on it, etc. At this point, your Trident (marine aquarium water analyzer) - will need to come in for further diagnosis, and we have two options. One is to have a replacement Trident (marine aquarium water analyzer) - cross shipped to you with credit card deposit and if you meet at least one of the requirements below. If you are not wanting to give a credit card deposit. Then the other option is we can provide you with an RMA number, so you send in your Trident (marine aquarium water analyzer) -, for repairs."
I cannot see where they would derive that the cuvette overflowed onto the circuit board. There is absolutely no evidence of this. Nothing I said should lead them to believe this is the issue. That is why I struggle with the notion of blindly providing them with my credit card number for an undisclosed amount, when they obviously have not been able to pinpoint the exact issue.
Honestly, I would have been more comfortable with them stating that they have been unable to diagnose the problem via customer support remote chat. That now we need to submit the unit for an actual diagnosis. Rather, it seems that they took a hail mary guess at what might be wrong; a guess which I simply disagree with.
Anyhow, I guess that was a long winded way of requesting help. With the steps that I have taken thus far, are there any additional steps you would take? What else can I do to help pinpoint the exact issue? Hope there are some of you out there that can help.
