iAqualink cloud outage?

[ThePortableCow]

Ours went down yesterday too and i keep attempting to reset everything and reconnect and can’t get it up and going. How do we know if it is a cloud issue vs an issue with our own equipment?

If your IQ20 is connecting to the router (yellow light) but not communicating with the server (no green light) then it's a cloud issue.

What is that?

Software to control the AquaLink RS through the serial interface. Has builtin web UIs but also provides the ability to customize your own or integrate into other hubs such as Home Assistant or even HomeKit (through HomeBridge).

 

[Hotlantapool]

I am so glad I found this post! I spent hours yesterday and the night before troubleshooting. I have had the iAqualink 2.0 for over year and no issues until now with connection. I hope they get this resolved quickly!

 

[Texas Splash]

I am so glad I found this post! I spent hours yesterday and the night before troubleshooting. I have had the iAqualink 2.0 for over year and no issues until now with connection. I hope they get this resolved quickly!

Stick around for more updates as they occur. You can subscribe to this thread as well for notifications. Welcome to TFP!

 

[setsailsoon]

What is that?

J,

AqualinkD is an open forum software that can be used to set up a home controlled iAqualink system that allows control with one of several home hubs such as Alexa. It will allow users to get away from Jandy's servers for control but it is pretty complex as it requires people familiar with Rasberry Pi boards (and a few others) and their programming language.

I hope this helps.

Chris

 

[Bmoldt75]

If your IQ20 is connecting to the router (yellow light) but not communicating with the server (no green light) then it's a cloud issue.

I hope it’s not that simplistic. My red, yellow and green lights are all on but I still can’t access the system via app or web.

 

[Martyg1379]

Same situation about the same time frame, no connectivity

 

[setsailsoon]

Folks,

Last time this happened to me I couldn't get it to connect even after others reported the server was back up. I had to log out then log back in and then it worked. I hope this helps somebody that's currently dealing with this frustrating problem.

FYI, I've checked several times since last week including a few minutes ago. In my S Florida location I never lost service..

Chris

 

[Martyg1379]

Is anyone else having trouble with the iAqualink app? Since yesterday 4/5/19, the app is not connecting to my pool. I checked the iAqualink 2.0 unit and it has the yellow connected to network light but not the green connected to Internet light. I reset the unit, reset my router, etc. Everything else is working, just not it. The last time this happened was this time last year when they were moving the servers or something and it was down for almost a week. Which means you can't control your pool except by the panel at the equipment (crude.) So last year I had a wired panel installed so if this happened again I could actually control my pool. So if everyone else is having this issue then I know it is Jandy and will wait it out. But if no one else is, then I have an issue that I need to get resolved.

Is anyone else having trouble with the iAqualink app? Since yesterday 4/5/19, the app is not connecting to my pool. I checked the iAqualink 2.0 unit and it has the yellow connected to network light but not the green connected to Internet light. I reset the unit, reset my router, etc. Everything else is working, just not it. The last time this happened was this time last year when they were moving the servers or something and it was down for almost a week. Which means you can't control your pool except by the panel at the equipment (crude.) So last year I had a wired panel installed so if this happened again I could actually control my pool. So if everyone else is having this issue then I know it is Jandy and will wait it out. But if no one else is, then I have an issue that I need to get resolved.

 

[foursix]

Delray Beach FL here. Logging out/in does nothing. My device shows "offline"

 

[setsailsoon]

I'm online in Stuart Fl, not that far from Delray. Are you able to open an internet connection with your browser?

 

[foursix]

No, it never makes a connection. The status at the "Owners Center" page says "Your iAquaLink is offline. Please contact technical support, or your installer. ". I really thought I had a network issue until I found out that lots of other folks were having the issue. My device is hardwired with cat 6....not using wifi.

 

[setsailsoon]

Can you tell me where the owners center is that you are referencing?

 

[Jkelley83]

If your IQ20 is connecting to the router (yellow light) but not communicating with the server (no green light) then it's a cloud issue.


Software to control the AquaLink RS through the serial interface. Has builtin web UIs but also provides the ability to customize your own or integrate into other hubs such as Home Assistant or even HomeKit (through HomeBridge).

Thank you so much for your reply! My yellow light is flashing but no green light at all. I appreciate your idea of the other server, but that seems well above my expertise! I cannot believe they don’t have any sort of hotline to manage these down periods, seems absurd!

 

[foursix]

Can you tell me where the owners center is that you are referencing?

https://iaqualink.zodiacpoolsystems.com/?lang=en&sub=us#/owners-center

 

[setsailsoon]

Weird, mine works fine. I would think you are on the same server as me. Is it possible for you to try the web application from a laptop. If it works it would indicate the problem is in your network? Worth a try maybe.

 

[jbigbryw]

This happened around the same time last year when they were doing some upgrades and it was out for 4 days I think. This just happened to be the first week my pool was finished and started up. So this was my first experience with the system. Let's just say I was not pleased. So much so that I called my pool builder to have a wired panel put in for when this occurred. They don't even sell those anymore. So I had to buy one from Amazon and have them install it. So now I have a backup control system in case this happens. It is not as convenient but the panel will do everything that the web app will do. It's just a little more clunky. And inside on the wall. My 2 cents. But I must say this has soured me on cloud based applications such as this. And I work in IT and have most of my companies IT assets in a cloud.

 

[foursix]

I called them this morning first thing and reported the issue. They hadn't heard of any issues and wanted to start diagnosing my specific network connection. I tried to convince them there was a more widespread outage and pointed them to this thread as well as to their twittter account where there were a couple reports. For anyone else that's down, it would be good if you called tech support at (800) 822-7933 and report the issue.

 

[Jkelley83]

I called them this morning first thing and reported the issue. They hadn't heard of any issues and wanted to start diagnosing my specific network connection. I tried to convince them there was a more widespread outage and pointed them to this thread as well as to their twittter account where there were a couple reports. For anyone else that's down, it would be good if you called tech support at (800) 822-7933 and report the issue.

Just did the same thing as well! I hope everyone calls so they realize this isn’t just a one location issue!

 

[jbigbryw]

I emailed them. The address is: [email protected].

So now that I start to really think about this issue and how it is regional it makes me think it may be a routing issue with their ISP. Or a DNS issue. This can sometimes happen so that routing tables in our part of the country get messed up. However, I don't know what IP address our units are trying to get to so I can't test. Anyone know?

 

[Jkelley83]

I emailed them. The address is: [email protected].

So now that I start to really think about this issue and how it is regional it makes me think it may be a routing issue with their ISP. Or a DNS issue. This can sometimes happen so that routing tables in our part of the country get messed up. However, I don't know what IP address our units are trying to get to so I can't test. Anyone know?

I just got off of the phone and it was a pretty pointless conversation of “we are aware and keep checking back daily for updates” which made me think this isn’t going to be resolved anytime soon.