Warning to Profilux Users

[Aqua-Digital]

Originally Posted by sphelps

My intentions here are only to make others ware if these issues. My initial attempt at making profilux aware of the issue didn't go overly well as I attempted to find reasoning for the automatic reset and assurance something would be done to fix it, rather I think they concluded I screwed up by replacing a worn (but working) sensor with what I believed to be new seeing how I purchased it a couple years back but never used it.

I felt it important to clarify this, I apologise for the repeat post but by the time I saw this I could not edit further.

When the thread came to light we also did post on the support thread that feedback would be provided to GHL in regards to an option for power outage non auto alarm reset.

Originally Posted by aqua_digital

In regards to vunerability, although this is not assurance to you, this is the first ever reported case we or GHL have had in 11 years, as typically as system does not need such a long top off period, but as I first stated I have already passed your feedback onto GHL and you are welcome to do the same on the German support forum.

Again we are really sorry to hear about such losses and as a gesture we will do all we can to make the OP feel very much assured and looked after as always

[BigAl07]

I’m sorry to see this happen to you and your tank. It really is sad regardless of the cause and hopefully we can learn from this and go forward as a reefing community and be better for it.


I have to say I was impressed with the input, concern, and support from both Aqua Digital and GHL on this matter. This shows the level of care and support they are willing to give to even an individual customer. On the flip side I think it could have been avoided with a few changes to the set-up.
I’ve been an avid ProfiLux user for many years now and as such (like so many of us) we go on and on about remote access and monitoring via the controller itself. I’ve taken some long vacations and even with my controller working as it should I make sure all my email notifications and alert are working as planned before I leave the house. I go through my own personal “Equipment Checklist” trying to test each “system” before I leave for a trip. Also the house I just moved out of had a terrible problems with the electric company (power outage almost daily sometimes 5-6 times a day… we stopped setting out digital clocks while we lived there) and as such after the first couple of days living there I put my ProfiLux onto a UPS. Not to carry it through a long power outage but to help level out the incoming power blips and keep the system from going through multiple power cuts a day. This was probably the best $75 I ever spent on my system. It was “Life Support” for my tank’s Life Support. The 4 year old sensor didn’t help matters which I see they are willing to replace that and whatever else the OP And GHL work out. The “Auto Reset” issue is being looked at and I’m glad to see they are keeping an open mind about potentially making changes to their firmware to help avoid this in the future.



Even with all the fail-safes in the world there is no substitute for “Human Intervention” which is why remote access is so important. Being able to get a snapshot of your system status is extremely important regardless of which controller you’re running. ProfiLux has allowed for multiple options for remote access/control for the very reason that the posted situation would not arise.



I’m sorry this happened to you and I plan to watch your tank thread(s) to hopefully see your system bounce back and be better than ever before. Hopefully it’s a learning experience for all of us and can teach us a few lessons: a) regardless of the # or type of fail-safe systems involved we must all make sure everything is in top order before leaving b) make sure we can have total remote access of all vital criteria (alerts etc) before leaving c) the importance of electronic devices being “isolated” from repeated on/off cycles due to power fluctuations d) when I get home tonight I’m going to take some time to go through my ProfiLux and make sure my max ATO run-time is minimal to keep this from happening.

I look forward to seeing your system recover from this and flourish like I’m sure it will in time. I live a LONG way from you but if there is anything I can do to help I’d be willing to give it a shot. I’ve had crashes before and it was the reefing community that kept me going when I wanted to just quit it and forget it! If there is anything I can do please don’t hesitate to drop me a PM and I’ll reply right back.

BigAl

[intarsiabox]

Originally Posted by Aqua-Digital

this is why warranties start from date of purchase, not date of use.

We have offered the OP a new sensor even though it was out of warranty (by approx 3 years), this was refused sadly (please read the thread), however our offer remains.

The sensor was only purchased 2 years ago but you're saying the warranty was up over 3 years ago before the item was even purchased. So which is it, warranty starts from mfg date or purchase date? I sure some readers would like to be reassured that they are not buying brand new products with the warranty already expired before the sale has gone through.

[Aqua-Digital]

ONLY to clarify warranites - GHL warranty document is available to you by email sales@aqua-digital.com or visit our forum

As said above by us and the OP we are not posting any further on this thread. We are available by email for any further concerns anyone may have. We have an open disclosure policy with such things so the requester is more than capable and in their rights of posting their gained reply in the public domain for complete transparacy but, we are not going into open debate on public or non official support forums, this is not how proper support is provided by any company.

We appreciate any concern or support case and will be answered 7 days a week, by email at sales@aqua-digital.com or on one of the support fourms.