SA Pentair User
Well-known member
Thanks everyone... I can’t get in via any method so suspect I may have an issue at the house!
Pentair IntelliCenter Review and Information
- Thread starter MyAZPool
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- intellicenter
I setup some monitors with Uptime Robot | Free Website Monitoring and it has been up and down the past 2 days a lot.
If they are doing upgrades, they should look a using blue/green.
If they are doing upgrades, they should look a using blue/green.
Gibby,
I agree that would be good. But they do have some other IntelliCenter servers as outlined below.
The following are the Pentair IntelliCenter servers that I know exists. I know because they showed up once as alternatives on my iPhone. I immediately attempted to log on to these other servers but of course my login credentials did not work.
dev.intellicenter: A development server is a type of server that is designed to facilitate the development and testing of programs, websites, software or applications for software programmers. It provides a run-time environment, as well as all hardware/software utilities that are essential to program debugging and development.
QA.intellicenter: The QA server is suitable for testing, measuring the quality of the software/hardware. Probably unit tests/regression tests are meant to run on this particular server.
UAT.intellicenter: (User Acceptance Testing). This should be the server where end user testing is done basically by particular users. This server should be a mirror of the production server (prod.intellicenter
prod.intellicenter: (this is the default server). A database that is used in the daily processing of transactions. Once UAT gets done, data is moved to the PROD Server. The production environment is also known as live, particularly for servers, as it is the environment that users directly interact with.This is where live data is stored. Production Database is something which clients use.
They (Pentair) just don't work "smart" and I don't know why they are not using these other servers first in order to vet their software. I think it is a bad culture in the software/iOT world over there but who knows.
Irritating.
r.
BTW, I signed up with Uptime/Robot as well. I'm super curious to see the results.
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Hi all,
As most IntelliCenter users are aware, the web client and the remote-connect mobile apps have been up and down for the past 8 days or so. Mostly down for me, Saturday through Monday. And down again for a time this morning.
This morning I sent an email to the product manager detailing our experiences over the last week. I asked for a telephonic conversation.
He responded with the following:
1. "They are aware of the login and availability issues".
2. "Engineering is working on solutions and the effort is a top priority".
3. "They had a meeting with marketing this morning to get a communication out to all registered IntelliCenter users".
I have a teleconference scheduled with them tomorrow. I'm hoping, I have some good news to report after that, but I'm not very optimistic. Hmmm, wonder why?
r.
As most IntelliCenter users are aware, the web client and the remote-connect mobile apps have been up and down for the past 8 days or so. Mostly down for me, Saturday through Monday. And down again for a time this morning.
This morning I sent an email to the product manager detailing our experiences over the last week. I asked for a telephonic conversation.
He responded with the following:
1. "They are aware of the login and availability issues".
2. "Engineering is working on solutions and the effort is a top priority".
3. "They had a meeting with marketing this morning to get a communication out to all registered IntelliCenter users".
I have a teleconference scheduled with them tomorrow. I'm hoping, I have some good news to report after that, but I'm not very optimistic. Hmmm, wonder why?
r.
So is the past week the all-time worst for IntelliCenter web outages? Must be my fault, I just got mine turned on when this started.
Soupy
Sorry, I was on the phone when I responded, so I was "multi-tasking" (which I'm not very good at), when I gave my initial response. Here is a bit more background on the current situation as I see it.
I installed the IntelliCenter in December, 2018. I was one of the first to do so according to Pentair. Yea, It had some minor bugs initially but most of those were quickly resolved from my perspective, with the push of firmware update v1.023.
I was then like pig-in-a-blanket. Everything worked fairly well. The Amazon Alexa skill worked perfectly as did the iOS mobile app and the web client. Never any downtime with regards to the web client or the remote-connection side of the mobile apps. Was the UI's a bit dated? Yes. Could there be improvements? Yes. There could of been many design improvements made to the UIs, but again, everything was working fairly well throughout 2019.
At the beginning of 2020, all heck began to break loose. I would almost liken it to the following analogy to make my point.
It was almost like Pentair decided to cut expenses, and they let most of the software development and engineering people go. Then it was like they contacted all of the zoos, purchased and rounded up all of the spare chimpanzees that they could find, gave them a one week crash course in "coding". And now these chimps are responsible for Pentair IntelliCenter software and networking. Lots and lots of bananas are fairly cheap. And every time these monkeys start playing around with something, they break something else by a factor of 10.
- In February, the update to the web client was pushed and the ability to edit existing schedules in the web client disappeared.
- Several changes to the iOS app were implemented and things got progressively worse on that front.
- Then the Amazon Alexa skill went down and hasn't come back yet.
- Many of the users have been screaming for months now to get this stuff fixed, so the chimps went in to implement some fixes and crashed the whole system about a week ago.
I hope this gives you a bit more insight.
Thanks...
r.
NOTE: I'll bet, I could walk around the neighborhood, gather up some super-geeky junior high school kids and they could fix and improve all of our current issues in a week or two. I honestly, just don't get it.
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Professionally, I'm a datacenter IT guy. So I understand what it takes to make stuff like work, and the idea that it's been down this long is insane. If you break it, you roll back to the version that last worked, and then sort out the problems with the new code in the test environment. And it's not just "power users" like us who are inconvenienced, their installer and dealer network has to be having problems as well, because they can't set up and register new Intellicenters they're dumping on customers.
After a week of outages, I'd call this a Resume Generating Event. As in, you better get your resume together, because you're about to need it.
After a week of outages, I'd call this a Resume Generating Event. As in, you better get your resume together, because you're about to need it.
- Oct 25, 2015
- 5,196
- Pool Size
- 25000
- Surface
- Plaster
- Chlorine
- Salt Water Generator
- SWG Type
- CircuPool RJ-60 Plus
I don't know whats going on but it doesn't add up. They could just roll back if they needed to. I don't doubt they had headcount reductions, in fact I know they did. It's in their annual report. Pentair does a LOT of different businesses and I just don't think pool automation is at the center of their universe.
Chris
Chris
- Oct 25, 2015
- 5,196
- Pool Size
- 25000
- Surface
- Plaster
- Chlorine
- Salt Water Generator
- SWG Type
- CircuPool RJ-60 Plus
OK Finally! Last night the phone app was back up. Then this morning the laptop app worked. Thursday to Wednesday totally out for my remote access. I've had Jandy iAqualink RS installed for about 5 years, and Pentair Intellicenter for about 1 year. In my first year with Intellicenter this 6 day outage is over 3x the worse than any outage with my Jandy system for 5 years. All outages with any remote system are extremely irritating. But they do happen for short duration. 6 days with absolutely no communication to customers is absurd and not acceptable. As much as I personally prefer Pentair to Jandy it really calls into question quality of their server support. If you don't care about internet remote access this doesn't matter because I've had local phone app available 100% of the time. But if you do want/need remote server support this is really hard to recommend even though the hardware, and capability are far superior.
Ron, I'd appreciate it if you could pass along this sentiment from a pretty loyal Pentair customer next time you attend a call.
Thanks
Chris
Ron, I'd appreciate it if you could pass along this sentiment from a pretty loyal Pentair customer next time you attend a call.
Thanks
Chris
Chris,
Well said.
Your message verbatim, will be sent to the product manager this morning. This is the kind of detailed information that they need to hear and see but not only from a couple of us but from anyone who is frustrated with the ongoing issues. Many messages like this, need to hit the desks of people like the Chief Operating Officer of Pentair. Maybe they'll get the hint then.
r.
- Oct 25, 2015
- 5,196
- Pool Size
- 25000
- Surface
- Plaster
- Chlorine
- Salt Water Generator
- SWG Type
- CircuPool RJ-60 Plus
Thanks Ron, also to clarify I'm concerned a little they read too fast and don't see server support. Customer support is still excellent. They are just totally in the dark also... just like customers.
Great idea on COO. I'll see if there's a way to email him/her. Probably would not get read directly but if enough emails get to his admin support it will have impact.
Chris
Great idea on COO. I'll see if there's a way to email him/her. Probably would not get read directly but if enough emails get to his admin support it will have impact.
Chris
Hi All.
For those that for some reason (like not registering your IntelliCenter), did not receive an email from Pentair regarding the recent server issues, here is a screen print.
In addition, I will have some additional information to report on, once I have had a chance to digest some of the information received and organize my notes.
Thanks...
r.
For those that for some reason (like not registering your IntelliCenter), did not receive an email from Pentair regarding the recent server issues, here is a screen print.
In addition, I will have some additional information to report on, once I have had a chance to digest some of the information received and organize my notes.
Thanks...
r.
How do you register your intellicenter to get email updates from them?
I just had my system turned on (as part of a new pool build) last week and the whole automation thing has been a nightmare. Paid extra for intellicenter vs. easytouch too.
I just had my system turned on (as part of a new pool build) last week and the whole automation thing has been a nightmare. Paid extra for intellicenter vs. easytouch too.
All,
So here is some information that I put together based on a call that I had with Pentair today. It's not much but in an effort to disseminate any relevant info, here goes.
1. The recent server problems are mostly due to increased user load impacting server capacity as well as "load-sharing" and other "back-end" issues. In addition, these issues were elevated to very high levels within the company and both engineering and IT teams are involved, are completely dedicated to this task and it is their top priority.
2. Short term priorities are:
5. I informed them that the latest beta that I have been testing did not fix the issue with the inability to edit existing schedules in the web-client or allow for sunset/sunrise options in schedules in the web client. I'm not sure why they think this is a firmware issue instead of a web client software issue but oh well. Doesn't make sense to me but I'm not really a software guy.
Anyway, that's about all I got for now.
Take care and always stay safe.
r.
So here is some information that I put together based on a call that I had with Pentair today. It's not much but in an effort to disseminate any relevant info, here goes.
1. The recent server problems are mostly due to increased user load impacting server capacity as well as "load-sharing" and other "back-end" issues. In addition, these issues were elevated to very high levels within the company and both engineering and IT teams are involved, are completely dedicated to this task and it is their top priority.
2. Short term priorities are:
- Alleviate the server issues.
- Re-instate the Amazon Alexa Skill.
- Institute a higher level of communications between users panels and server platforms.
- Migrate all IntelliCenter users to a more "robust" hosting platform.
- Autonomous notification of key personnel in order to escalate any impending or present server issues on a real-time basis.
5. I informed them that the latest beta that I have been testing did not fix the issue with the inability to edit existing schedules in the web-client or allow for sunset/sunrise options in schedules in the web client. I'm not sure why they think this is a firmware issue instead of a web client software issue but oh well. Doesn't make sense to me but I'm not really a software guy.
Anyway, that's about all I got for now.
Take care and always stay safe.
r.
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GCyr
Well-known member
Ron,
We just changed our light/waterfall schedule to start at sunset and end 45 minutes later. It allowed the change on the "local connect", but didn't want to take it on the "remote connect" on the app. We couldn't even open the schedules on the Web Client...so must have been something to do with them being down today. With the later firmware, we were able to edit schedules on both their website and the iOS app. Tonight we can only edit the schedules via the "local connect" on the app.
Will also change our night schedule to stop at "sunrise" and see if that works in the morning.
Will let you know if the changes work.
Edit: We're thinking it might be a "firmware" issue. When we had the earlier firmware and tried to edit the schedules, we could change the time. However, the times would revert back to the original times scheduled. Almost like we were telling the panel to change the time via the Web or iOS...the software sent the info out to the panel and the firmware said "I don't recognize this change....goodbye!" The new firmware seems to have resolved that issue. We can now edit schedules via the website (when it's up...except for tonight, when we can't even open the schedules) and the iOS.
Edit#2: Sunset worked. It seems like all of our issues have been resolved with the new firmware (pump speeds select properly, light settings hold, schedules edit and hold). Remember though, we have a "mix and match" system. SuperFlo VS pump, Breeze Chlorinator, Paraglo Light. We don't have all of your bells and whistles. We don't have the IntelliChem or Ph, so can't test that functionality (unless they would like to supply us with that...we'd be more than happy to test that too.) LOL
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3rd party UI's are probably the best thing they could do. Set the things up with basic programming for the average user but have the option for the geeks to get silly designing a limitless UI.
I don't really understand why Pentair wants to deal with a server either?
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