Having issues with Maytronics Active 30i

[AviatorBimmer]

My week old Maytronics Active 30i robot (a.k.a Poolie), is exhibiting a weird behavior which is starting to irritate me.

After it completes a scheduled cleaning cycle, the power supply unit's start button is flashing alternating colored rings (red, blue, green).

When I start up the app, it says it is updating the software but it never finishes updating. I've left the app open for over 20 minutes and it never finished and basically renders Poolie and the entire system inaccesible.

The only way I can reset it is by unplugging the power cord and plugging it back in. Afterwards, the app no longer says it's updating the software and the power supply unit's start button flashes green, indicating it's ready to go to start cleaning on the next scheduled date and time.

The app will display a big power button and shows the date and time of the next cleaning cycle.

It has been doing this ever since I purchased it a week ago. Kind of defeats the purpose of having a schedule set if I have to manually unplug/plug the unit after every cleaning cycle.

Anyone experience a similar issue?

I plan on calling Marina Pool Spa & Patio tomorrow to inquire about this as well.

 

[cowboycasey]

if it is only a week old give them a call and get them to fix it... It sounds like it needs an update but it is failling somehow... Might be something easy but who knows

 

[Jeepnmon]

Yes. Call them. We bought one a year ago and within a couple of weeks same thing happened and it stopped working altogether. Called Marina and they replaced it for us. They made the process easy. Proof that customer service is still alive and well in some places!

 

[cowboycasey]

Yes. Call them. We bought one a year ago and within a couple of weeks same thing happened and it stopped working altogether. Called Marina and they replaced it for us. They made the process easy. Proof that customer service is still alive and well in some places!

Welcome to TFP

 

[Jeepnmon]

Welcome to TFP

Thanks!

 

[Heavenlytunes]

Did they send you a new one?

 

[Jeepnmon]

Yes. Took about a week to get the new one. They sent me a return label for the broken one. Can't speak highly enough about Marina and in particular Margaret who was super helpful.

 

[Heavenlytunes]

Good to hear

 

[AviatorBimmer]

Maytronics really didn't show any interest in dealing with my issue. They had me do the troubleshooting off the PDF file they have on their website, which of course didn't do anything to alleviate my issue. Never heard back from them.

I called back Marina Pools 2 days ago and Seth told me he would initiate a claim with Maytronics and I should be receiving an email from Maytronics within a day or so, with a return label and return instructions. This was 2 days ago and still no email from Maytronics.

I will give it a few more days and if I still don't get a return label email from Maytronics, I will just call Marina Pools again to return my Active 30i and get a full refund.

I spent a good dime on this cleaner and don't plan on begging Maytronics for support. Marina Pools has been awesome throughout this, but Maytronics support or lack thereof leaves a lot to be desired.

 

[mknauss]

@IceShadow Do you have a person or number with whom you dealt with at Maytronics? Yours was resolved pretty quickly.

 

[IceShadow]

@IceShadow Do you have a person or number with whom you dealt with at Maytronics? Yours was resolved pretty quickly.

I called their main number, then went through the prompts - I think it was 1 for residential end user, 1 for dolphin owner, 1 for technical support with the robot.

EDIT: I did register the robot with Maytronics as soon as I got it, so I think that made it easier for them to process a warranty claim.

 

[jkayca]

I'm having the exact same problem. Seems like Maytronics has pushed an update but their robots aren't taking it.

 

[Heavenlytunes]

I just picked up my Active 30i from FedEx and I called Maytronics to ask them about the issues everyone is having and if any advice for me before I open it. She told me a lot of the issues stopping within seconds or minutes is because people are connecting the unit to extension cord or bad outlet. clearly it says no extension cords.
I asked about software update and she said no.
heading home now

 

[Heavenlytunes]

So far is going well. Wifi and app when very smooth and quick. Scanned the bar code and told me to press power. Wifi indicator went from Blue To Green when it was hooked up to my network. I got 4 Eeros Pro through out my home and backyard.

 

[jkayca]

Still seeing my issue with the unending software update. I contacted Matronics support via email and got a response asking me to reset the robot. Here's the procedure they told me to do:

1. Disconnect the black cable from the electric outlet.
2. Disconnect the blue cable from the power supply unit and wait 30 seconds.
3. Afterwards, reconnect both cables and let the robot work in the pool for about 3 minutes.
4. Turn the power supply unit off and repeat steps 1-3. You can repeat these steps up to 5 times.

After the 5th attempt I'm to contact them again. I haven't tried this yet as it is raining cats and dogs right now. I'll report back later.

One more thing, I found that almost immediately after performing a cleaning cycle the thing goes into the update cycle. Also, no extension cord and I have tried multiple outlets even bring the robot and control unit to my house.

 

[Heavenlytunes]

And yes you're right after the cycle it went into Software update on the App.
It took a good 3 minutes but it did complete.
Another thing he told was to Uninstall the application and reinstall if i was having an issue with the update.

 

[AviatorBimmer]

Still seeing my issue with the unending software update. I contacted Matronics support via email and got a response asking me to reset the robot. Here's the procedure they told me to do:

1. Disconnect the black cable from the electric outlet.
2. Disconnect the blue cable from the power supply unit and wait 30 seconds.
3. Afterwards, reconnect both cables and let the robot work in the pool for about 3 minutes.
4. Turn the power supply unit off and repeat steps 1-3. You can repeat these steps up to 5 times.

After the 5th attempt I'm to contact them again. I haven't tried this yet as it is raining cats and dogs right now. I'll report back later.

One more thing, I found that almost immediately after performing a cleaning cycle the thing goes into the update cycle. Also, no extension cord and I have tried multiple outlets even bring the robot and control unit to my house.

Yup, story of my life. Mine is all boxed up and ready to be sent back. It's been almost a week and still no return label email from Maytronics. Monday I will call Marina to initiate a refund process. Not planning on spending another minute wasting my time with a freaking vacuum cleaner.

 

[IceShadow]

Yup, story of my life. Mine is all boxed up and ready to be sent back. It's been almost a week and still no return label email from Maytronics. Monday I will call Marina to initiate a refund process. Not planning on spending another minute wasting my time with a freaking vacuum cleaner.

I would be sure it’s registered for warranty (so they have a photo of your invoice for purchase on file) then call Maytronics again. Worked for me last Saturday.

 

[panic_button]

AMEX extended the warranty for another year, so I 3 more years to deal with Maytronics on warranty issues...

 

[jkayca]

No dice. So called reset procedure does not seem to reset anything. Also re-installing app but that didn't help.