NOTICE:
Yesterday, at approximately 19:45 PST we had a hardware failure to a key Apex Fusion server located with AWS. Our normal operating procedure for such an event went into effect and Apex Fusion was back to normal operation for all customers in less than 25 minutes.
During this outage, a percentage of Apex Classic customers (ApexClassic, Apex Gold, Apex Lite, and Apex Jr) were affected in that upon not receiving proper communication from this server, they reached a never-before-seen unstable state, and then subsequently rebooted as a recovery method. We have reports that some rebooted several times. We are currently investigating this issue in an attempt to recreate it in our lab, and if we can do that, put in place a software fix to prevent it from happening in the future.
Second generation Apex owners (the “2016” model) were not affected in this way because they maintain connection and communicate to Apex Fusion in a slightly different manner. They simply lost connection with the Apex Fusion servers for that time while we were performing the recovery.
By 20:15 PST our server was back online and all Apex should have been back to normal operation. If your Apex remains disconnected from Apex Fusion, please contact our support team here:
https://www.neptunesystems.com/support/contact-support/
No data was lost and no programming or configuration on your Apex was changed due to this downtime event. Your Apex should be operating normally at this time.
We apologize for this service interruption.
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