Hayward AquaConnect AQ-CO-HOMENET Troubleshooting Manual Residential
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Hayward AquaConnect AQ-CO-HOMENET Troubleshooting Manual Residential

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AquaConnect™
Troubleshooting Guide Residential
TSG-ACHN110d
Copyright 2017 Hayward Industries Inc.

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Summary of Contents for Hayward AquaConnect AQ-CO-HOMENET

  • Page 1 AquaConnect™ Troubleshooting Guide Residential TSG-ACHN110d Copyright 2017 Hayward Industries Inc.

  • Page 2: Safety Precautions

    Safety Precautions Warning High Voltage Electrocution Hazard Hazardous 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 •...

  • Page 3: Table Of Contents

    Table of Contents How it Works & Compatibility Status LEDs Pg. 4-5 Status LEDs How To: Pg. 7-24 Train the Device & Perform a Range Test Create an Account & Add a Pool 10-12 Find IP Address (mobile) 13-14 Find IP Address (pc) 15-17 Setup and Suspect a Sub Account 18-24...

  • Page 4: How It Works & Compatibility Status Leds

    AquaConnect Home Network: How It Works • The AquaConnect Home Network Device (ACHN) acts as a gateway between a network router and compatible Hayward controllers. • The AquaConnect HN device requires a direct Ethernet connection to the home router (preferably located within 3 feet of the home router).
  • Page 5 AquaConnect (AQHN): Compatibility Equipment Model Min. Firmware AquaConnect AQ-CO-HOMENET 1.10 Generation Antenna AQL2-BASE-RF 3.00 ProLogic All models 4.20 (including PL-P-4) 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: Status Leds

    AquaConnect (ACHN): Status LEDs Description Normal Operation: ON Solid Indicates whether or not the ACHN is communicating with the pool controller. Normal Operation: Flashing Indicates when the ACHN is sending information through the Ethernet cable. Normal Operation: Flashing Indicates when the ACHN is receiving information from the Ethernet cable.

  • Page 7: How To

    AquaConnect™ How To:...

  • Page 8: Train The Device & Perform A Range Test

    How To: Train the AquaConnect Device Use the following steps to train the ACHN to the control system. Make sure both units are powered up when conducting this step. Step 2 Step 3 Step 1 Press the “+” button to initiate the Press the Menu button on the ProLogic Training will be complete when the controller reports “Teach Wireless...
  • Page 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. Step 2 Step 3 Step 1 To perform a range test unplug the...

  • Page 10: Create An Account & Add A Pool

    How To: Create Account & Add a Pool In order to control the AquaConnect to be controlled remotely an account will need to be created and the device MUST be registered. 1. Proceed to: 2. Click on “Set-Up New Account” www.aquaconnectweb.com this will open a form...
  • Page 11 How To: Create Account & Add a Pool (cont.) 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. 3. Fill out all the required 4.
  • Page 12 How To: Create Account & Add a Pool (cont.) In order to control the AquaConnect to be controlled remotely an account will need to be created and the device MUST be registered. 5. Fill out all the required 6. Once complete the dashboard information, then click “Add Pool”* or site list will appear.

  • Page 13: Find Ip Address (Mobile)

    How To: Find IP Address (Mobile Device) In order to control the AquaConnect using the LAN or intranet function, the IP address, issued by the network router, must be obtained. 1. Verify mobile device & ACHN are 2. Locate and download the “Fing connected to the same network –...
  • Page 14 How To: Find IP Address (Mobile Device) (cont.) 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. 3. Scan the network. Record IP 4.

  • Page 15: Find Ip Address (Pc)

    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 2. On the bottom of the ACHN, connected to the same network copy the last 3 digits of the MAC...
  • Page 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, 4. Type “ping mypoolxxx” (xxx = go to “Start”...
  • Page 17 How To: Find IP Address (PC) (cont.) 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. 5. Copy the IP Address that 6. Type the IP address in the appears, this will be used next address bar, preceded by http:// NOTE: The IP address is subject to change over time as the router may issue a new address.

  • Page 18: Setup And Suspect A Sub Account

    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. 1. Log into the MAIN ACCOUNT 2.
  • Page 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. 3. Scroll to the bottom and click 4. Populate all required info. on “Create Sub Account”...
  • Page 20 How To: Set Up a Sub Account (cont.) 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. 5. Once Populated, scroll to the 6.
  • Page 21 How To: Set Up a Sub Account (cont.) 7. Go to Pool Settings > Manage Access, then change access level for each sub account created, select “Update” to finalize 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 How To: Suspend a Sub Account Suspending a sub account may be necessary if service or equipment ownership changes hands. 1. Log into the MAIN ACCOUNT 2. Click on Account Settings to (www.aquaconnectweb.com) create the Sub Account NOTE: If 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.*...
  • Page 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. 3. Scroll to the bottom and click 4. Click on the Sub Account on “Manage Sub Accounts”...
  • Page 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. 5. Scroll to the bottom and 6. Scroll to the bottom and click change access to “Disabled” “Save and Return”...

  • Page 25: Troubleshooting

    AquaConnect™ Troubleshooting Guide...

  • Page 26: Lan Function Not Working

    1. LAN Function Not Working Verify home LAN Function Are the Tx and Locate the device’s network Rx flashing? Not working IP address connection Change Type IP address Ethernet and/or Is the RF LED into URL bar change ports on illuminated? router Did this fix the...
  • Page 27 1. LAN Function Not Working 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 devices. PoE ports SHOULD NOT be used as these deliver Power over the Ethernet cable. Verify Network Connections Are the Tx and Rx LED ON/Flashing Step 1A...
  • Page 28 1. LAN Function Not Working (cont.) The RF LED has a Normally ON state when the AquaConnect has established a connection with the pool controller. Verify the Status of the RF LED Change Ethernet & Router Port Step 1C Step 1D Used for Internet Feed The RF LED should remain ON solid, when the Swap the Ethernet cable and plug into a different port...
  • Page 29 1. LAN Function Not Working (cont.) In addition to teaching the unit, it is recommended to conduct a range test to verify the RF signal strength between the AquaConnect and the pool controller. Power Cycle the Unit & Reteach Locate & Use the IP Address Step 1E Step 1F Power cycle the ACHN, then reteach it...
  • Page 30 1. LAN Function Not Working (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 revision for the AquaConnect should be located on the label under the unit. www.aquaconnectweb.com Check Hardware for Compatibility Step 1G...

  • Page 31: Unit Not Communicating

    2. Unit Not Communicating Unit Not Is the RF LED Perform a Power cycle illuminated? range test the ACHN Communicating Is remote Train the ACHN Is RF Problem Verify the RF control LED Lit? solved device LED is green working? Is control Check the Locate the...
  • Page 32 2. Unit Not Communicating Verify the Status of the RF LED Check Antenna / Range Step 2A Step 2B AQ-CO-HOMENET GLX-RF- EXTEND Verify the status of the RF LED. IF the RF LED is not lit, After performing a range test 9), verify the AQHN is train the ACHN (p.8).
  • Page 33 2. Unit Not Communicating (cont.) 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. Power Cycle the Unit Using the AquaConnect App? Step 2C Step 2D...
  • Page 34 2. Unit Not Communicating (cont.) 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. Verify Internet Connectivity Locate &...
  • Page 35 2. Unit Not Communicating (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 revision for the AquaConnect should be located on the label under the unit. Check Hardware for Compatibility Step 2G Verify all hardware compatibility.

  • Page 36: Web/App Account: Login Failure

    3. Web/App Account: Login Failure Verify the Username Is the web reporting that Web Account: & Password the Username/Password Login Failure (NOTE: Password is does not match records? case sensitive) Is the account Reset Password Wait 15 reporting that it is (DO NOT use Minutes and temporarily disabled?
  • Page 37 3. Web/App Account: Login Failure 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. Verify Username and Password Is Account Locked Up? Step 3A Step 3B IF the account reports “username or password was not...

  • Page 38: Endless Refresh Or Failure To Refresh

    4. Endless Refresh Failure to Refresh Start by refreshing the Endless Refresh Did this correct Problem browser or canceling OR Failure to the problem? solved and relaunching the Refresh Power Delete the App Is the problem cycle the occurring on and Reload it ACHN the App?
  • Page 39 4. Endless Refresh 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 incompatibility. Power Cycle the Unit Refresh the Browser / App Step 4A Step 4B IF using the App, terminate the application and reload.
  • Page 40 4. Endless Refresh 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 revision for the AquaConnect should be located on the label under the unit. Check Hardware for Compatibility App or Webpage Specific? Step 4C...
  • Page 41 4. Endless Refresh Failure to Refresh (cont.) Updates to web browsers can sometime cause problems with the web functionality. Updates to the web server occur periodically in response to changes. Launch in a Different Browser Delete the App and Reload Step 4E Step 4F Open a different browser and test the web...

  • Page 42: No Leds Illuminated/Blank

    5. NO LEDs Illuminated/Blank NO LEDs Verify the 5VDC Is 5VDC Illuminated/ through ACHN present? power cable Blank Replace Ethernet cable Replace Power Is 120VAC Verify power and plug it Supply (GLX- present at the into a at the plug HOMENET-PS) plug? different port...
  • Page 43 5. NO LEDs Illuminated/Blank IF the AquaConnect is plugged into a GFCI outlet, verify the outlet has not tripped. Verify 5VDC at Power Supply Verify Receptacle Power Step 5A Step 5B 120VAC 120VAC Unplug the power cable from the back of the Verify the plug is supplying 120VAC to the Power AquaConnect and test for 5VDC.
  • Page 44 5. NO LEDs Illuminated/Blank 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 devices. PoE ports SHOULD NOT be used as these deliver Power over the Ethernet cable. Move/Replace Ethernet Cable Verify Receptacle Power Step 5C...

  • Page 45: Additional Information

    AquaConnect™ Additional Information...

  • Page 46: A Note Of Frequent Power Outages

    A Note on Frequent Power Outages If the AquaConnect is installed in a market where frequent power outages are prevalent AND the AquaConnect frequently reports Communication Losses, then review the information below. • When a power outage in the home occurs, both the Network Router and AquaConnect lose power/connection: •...

  • Page 47: Reading Serial Numbers

    Reading Serial Numbers 1R11284 Standard Warranty Term 1R11284 Product Family 1R11284- 123456 1R11284 Year of Manufacture 1R11284 Day of Manufacture 123456 = Manufacturing ID...

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