Hayward AquaConnect AQ-CO-HOMENET Troubleshooting Manual Residential Download | Manualshive

Page: 36 / 47

background image

Web Account:

Login Failure

Verify the Username

& Password

(NOTE: Password is

case sensitive)

NO

Is the account

reporting that it is

temporarily disabled?

Wait 15

Minutes and

retry

Can you access

the web

account?

YES

Contact Tech

Support

(908.355.7995)

Is the web reporting that

the Username/Password
does not match records?

NO

36

YES

Reset Password

(DO NOT use

special characters)

Can you access

the web

account?

Problem

solved

Problem

solved

YES

YES

NO

NO

3. Web/App Account: Login Failure

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Summary of Contents for AquaConnect AQ-CO-HOMENET

Page 1: ...AquaConnect Troubleshooting Guide Residential TSG ACHN110d Copyright 2017 Hayward Industries Inc ...

Page 2: ...azardous voltage can shock burn cause serious injury and or death To reduce the risk of electrocution and or electric shock hazards Only qualified technicians should remove the panel Replace damaged wiring immediately Insure panel is properly grounded and bonded 2 ...

Page 3: ...ress mobile 13 14 Find IP Address pc 15 17 Setup and Suspect a Sub Account 18 24 Troubleshooting Pg 25 44 1 LAN Function Not Working 26 30 2 Unit Not Communicating 31 35 3 Web App Account Login Failure 36 37 4 Endless Refresh OR Failure to Refresh 38 41 5 NO LEDs Illuminated Blank 42 44 Additional Information Pg 45 47 A Note of Frequent Power Outages 46 Reading Serial Numbers 47 3 ...

Page 4: ...irect Ethernet connection to the home router preferably located within 3 feet of the home router Once the AquaConnect is synced to the controller using an RF pairing method the device is then connected to the network via an Ethernet connection This allows the AquaConnect to send receive commands to and from the controller and translate them in a manner that can be used through a web interface 4 ...

Page 5: ...nnect AQ CO HOMENET 1 10 2nd Generation Antenna AQL2 BASE RF 3 00 ProLogic All models including PL P 4 4 20 AquaPlus PL PLUS PL PLUS 16V 4 20 AquaLogic All models NOT COMPATABLE E Command 4 All models 2 90 OnCommand All models 1 10 AquaRite Pro All models 1 20 or higher ...

Page 6: ...ashing Indicates when the ACHN is sending information through the Ethernet cable RX Normal Operation Flashing Indicates when the ACHN is receiving information from the Ethernet cable LINK Normal Operation Flashing 4 times per minute Indicates when communication occurs between the ACHN and the Aqua Connect Website AquaConnect ACHN Status LEDs 6 ...

Page 7: ...How To AquaConnect ...

Page 8: ... Teach Wireless to start appears Press the button to initiate the sequence on the controller and hold down the teach button on the Aqua Connect Home Network device Training will be complete when the controller reports Teach Wireless Successful If unsuccessful reposition and repeat the training process Step 1 NOTE If training the wireless device fails verify that the antenna is generation 2 AQL2 BA...

Page 9: ...nated will indicate signal strength 3 4 LEDs are desired if less reposition the ACHN or antenna and retest 9 How To Perform a Range Test Use the following steps to perform a range test verifying the RF signal strength between the ACHN device and the control system Once complete clear the test by power cycling the ACHN device NOTE If two LEDs or less appear after conducting a range test relocate th...

Page 10: ...ctweb com 2 Click on Set Up New Account this will open a form 10 In order to control the AquaConnect to be controlled remotely an account will need to be created and the device MUST be registered How To Create Account Add a Pool ...

Page 11: ...ith the Terms of Use and Privacy Policy and though the User Name is not case sensitive the Password IS Finally DO NOT use special characters either the username or password 11 Once the account has been created use the credentials to log into this account the next step is to add a pool which is used to register an AquaConnect How To Create Account Add a Pool cont ...

Page 12: ...x next to I agree with the Terms of Use and Privacy Policy and make sure the MAC Address entered is the full number that can be found on the bottom of the AquaConnect device 12 In order to control the AquaConnect to be controlled remotely an account will need to be created and the device MUST be registered How To Create Account Add a Pool cont ...

Page 13: ... launch The Fing Network Scanner can be used to locate and generate a report on all devices connected to the same network as the mobile device 13 In order to control the AquaConnect using the LAN or intranet function the IP address issued by the network router must be obtained How To Find IP Address Mobile Device ...

Page 14: ...nd IP Address Mobile Device cont NOTE The IP address is subject to change over time as the router may issue a new address This process should be repeated if the LAN feature stops working in the future TIP Once the remote control LAN page loads it may be a good idea to bookmark the webpage NOTE The IP address is subject to change ...

Page 15: ...igits of the MAC 15 How To Find IP Address PC In order to control the AquaConnect using the LAN or intranet function the IP address that has been issued by the network router must be obtained 1 Verify the PC ACHN are connected to the same network ...

Page 16: ...of the MAC 16 How To Find IP Address PC cont NOTE The CMD or Command Prompt should only be used to Ping the friendly name to retrieve the IP Address close the window once complete 3 To enter the command prompt go to Start and type CMD Then press ...

Page 17: ...ars this will be used next NOTE The IP address is subject to change over time as the router may issue a new address This process should be repeated if the LAN feature stops working in the future TIP Once the remote control LAN page loads it may be a good idea to bookmark the webpage NOTE The IP address is subject to change ...

Page 18: ...vice be sure to select the classic option at the bottom of the page this will show all the options that would appear when accessing from a desktop computer 18 How To Set Up a Sub Account Subaccounts are useful if multiple users require access to site information Sub Accounts may be assigned full access read only access or can be suspended as needed ...

Page 19: ...ub Account 4 Populate all required info including username and password 19 How To Set Up a Sub Account cont NOTE although the username is NOT case sensitive the password IS Be sure to record the username and password after creating the subaccount ...

Page 20: ...ont Sub accounts can be created for both service employees AND for individual customers How permission is assigned with affect what appears after logging into a sub account NOTE Repeat steps 6 7 for every pool that should appear within the sub account Sub accounts can be set up for individual customers so only their pool is visible after logging in ...

Page 21: ... each sub account created select Update to finalize 21 How To Set Up a Sub Account cont NOTE Repeat steps 6 7 for every pool that should appear within the sub account Sub accounts can be set up for individual customers so only their pool is visible after logging in ...

Page 22: ... accessing from a tablet or mobile device be sure to select the classic option at the bottom of the page this will show all the options that would appear when accessing from a desktop computer 22 How To Suspend a Sub Account Suspending a sub account may be necessary if service or equipment ownership changes hands ...

Page 23: ...e Sub Accounts 4 Click on the Sub Account requiring suspension 23 How To Suspend a Sub Account cont Subaccount management can only be accomplished by logging into the main account it CAN NOT be suspended by logging in through that sub account ...

Page 24: ...change access to Disabled 6 Scroll to the bottom and click Save and Return to finalize 24 How To Suspend a Sub Account cont To ensure successful suspension of a sub account make sure access is changed to Disabled prior to exiting ...

Page 25: ...Troubleshooting Guide AquaConnect ...

Page 26: ...essional NO Locate the device s IP address Type IP address into URL bar Did this fix the problem YES Problem solved NO Register the unit through www aquaconn ectweb com Go to remote control is it working NO Are all hardware revs compatible YES NO Replace all incompatible hardware Potential firewall parental controls or network problem Change Ethernet and or change ports on router NO Replace the AC...

Page 27: ...d be ON or flashing These LEDs record data transfer between the AquaConnect and the router IF they are go to step 1F IF not go to step 1C Step 1A Step 1B Are the Tx and Rx LED ON Flashing Verify Network Connections Computer Internet On a router the WAN port should be used for the internet feed LAN ports are used for devices like the AquaConnect as well as desktop computers and other similar device...

Page 28: ...ot proceed to step 1E Swap the Ethernet cable and plug into a different port on the router This will resolve cable issues or a port problem that may exist within the network router Once complete go to step 1E Step 1C Step 1D Change Ethernet Router Port Verify the Status of the RF LED NOTE The RF LED is typically appear even if there is a weak connection between the controller and the AquaConnect I...

Page 29: ...MENET Identify the IP address assigned by the router to the ACHN Follow steps on pages 13 17 for more information IF LAN control still does not work then proceed to step 1G Step 1E Step 1F Locate Use the IP Address Power Cycle the Unit Reteach NOTE The IP address assigned to the AquaConnect is subject to change Because the router is assigning the IP address it may change due to the Dynamic network...

Page 30: ...professional IF NOT go to step 1H Verify all hardware compatibility IF any hardware is incompatible replace it with current versions IF hardware is compatible and LAN control is still not working contact a network professional Step 1G Step 1H Check Hardware for Compatibility www aquaconnectweb com NOTE Something within the network setup is likely causing the problem It is advised to contact a Netw...

Page 31: ...orking YES Can the unit be controlled through the LAN NO Power cycle the ACHN YES Verify internet connectivity Resolve through Internet Service Provider ISP Is the internet working Locate the device s IP address Are all hardware revs compatible Replace all incompatible hardware NO NO YES YES Contact a network professional NO Are you using the App NO YES Is control possible through www aquacon nect...

Page 32: ... OFF go to 2B Otherwise proceed to step 2C After performing a range test p 9 verify the AQHN is reporting at least 3 LEDs IF correct replace the AquaConnect AQ CO HOMENET IF incorrect install an RF Extend Kit GLX RF EXTEND Step 2A Step 2B Check Antenna Range 2 Unit Not Communicating Verify the Status of the RF LED AQ CO HOMENET GLX RF EXTEND ...

Page 33: ... web go to 2E IF control works through web please contact Tech Support 908 355 7995 Step 2C Step 2D Using the AquaConnect App 2 Unit Not Communicating cont Power Cycle the Unit If using the AquaConnect App and this problem is showing up try to control the AquaConnect through the webpage www aquaconnectweb com this is to determine whether the problem is specific to the App NOTE The Password is case...

Page 34: ...net Service Provider ISP Step 2E Step 2F 2 Unit Not Communicating cont Verify Internet Connectivity When searching for the IP address through the Fing Application match the MAC listed in the table to the one found on the bottom of the AquaConnect this will ensure the IP address assigned to this item is accurate NOTE Something within the network setup is likely causing the problem It is advised to ...

Page 35: ...tible and web LAN control is still not working contact Tech Support 908 355 7995 Step 2G Check Hardware for Compatibility Information pertaining to revisions can be found by navigating through the Diagnostic Menu all controllers or through the Info menu AquaRite Pro The software revision for the AquaConnect should be located on the label under the unit ...

Page 36: ...y disabled Wait 15 Minutes and retry Can you access the web account YES Contact Tech Support 908 355 7995 Is the web reporting that the Username Password does not match records NO 36 YES Reset Password DO NOT use special characters Can you access the web account Problem solved Problem solved YES YES NO NO 3 Web App Account Login Failure ...

Page 37: ...ting did not work call tech support 908 355 7995 IF message is different go to 3B Step 3A Step 3B The AquaConnect web account and AquaConnect App require a Username and Password During login after three failed attempts the account will be temporarily disabled for 15 minutes 3 Web App Account Login Failure NOTE The Password is case sensitive Also the Username and Password should NOT contain special...

Page 38: ...m solved Did this correct the problem YES Is the problem occurring on the App NO Delete the App and Reload it on the device YES Did this correct the problem YES Problem solved NO Contact Tech Support 908 355 7995 Does opening in a different browser correct the problem Contact Tech Support 908 355 7995 NO YES Are all hardware revs compatible Replace all incompatible hardware NO YES Bookmark webpage...

Page 39: ...IF using the App terminate the application and reload IF using a web browser refresh the browser IF terminating the App or refreshing the browser does not correct the problem go to 4B Step 4A Step 4B Refresh the Browser App 4 Endless Refresh OR Failure to Refresh An endless refresh may be due to either a problem in loading the information a browser or application compatibility problem or hardware ...

Page 40: ...mpatible replace it with current versions IF hardware is compatible then proceed to step 4D to determine if the problem is App or web specific Step 4C Step 4D Check Hardware for Compatibility 4 Endless Refresh OR Failure to Refresh cont Information pertaining to revisions can be found by navigating through the Diagnostic Menu all controllers or through the Info menu AquaRite Pro The software revis...

Page 41: ...ad 41 Open a different browser and test the web functionality IF the problem goes away bookmark the page and use this browser going forward IF the problem persists contact tech support 908 355 7995 Step 4E Step 4F Launch in a Different Browser 4 Endless Refresh OR Failure to Refresh cont Updates to web browsers can sometime cause problems with the web functionality Updates to the web server occur ...

Page 42: ... working plug contact an electrician to resolve power issue Did this correct the issue Replace the AquaConnect AQ CO HOMENET NO 5 NO LEDs Illuminated Blank Replace Ethernet cable and plug it into a different port on the router Is 120VAC present at the plug NO Replace Power Supply GLX HOMENET PS YES YES Did this correct the issue NO YES Contact a network professional ...

Page 43: ...ly GLX HOMENET PS Verify Receptacle Power 43 Unplug the power cable from the back of the AquaConnect and test for 5VDC IF 5VDC is NOT present proceed to step 5B IF 5VDC is present go to step 5C Step 5A Step 5B Verify 5VDC at Power Supply IF the AquaConnect is plugged into a GFCI outlet verify the outlet has not tripped 5 NO LEDs Illuminated Blank 120VAC 120VAC ...

Page 44: ...onnections have been verified and the Tx and Rx LEDs do not appear replace the AquaConnect AQ CO HOMENET IF this does not correct the problem consult a network professional Verify Receptacle Power 44 Plug the Ethernet into another router port IF the Tx and Rx do not appear replace the Ethernet cable and if LEDs still do not appear go to Step 5D IF LEDs appear teach the AquaConnect p 8 Step 5C Move...

Page 45: ...Additional Information AquaConnect ...

Page 46: ...IF the Network router does not reboot in time a communication error may occur and both LAN control and Web App control will not be possible until the AquaConnect is power cycled If this occurs frequently the following solutions may help 1 Consider putting both the Network Router and AquaConnect on a battery backup system this is helpful when blimps in power are frequent but temporary 2 Installing ...

Page 47: ...Reading Serial Numbers 1R11284 Standard Warranty Term 1R11284 Product Family 1R11284 Year of Manufacture 1R11284 Day of Manufacture 123456 Manufacturing ID 47 1R11284 123456 ...

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