Hayward Aquaconnectweb not recognizing mac address (Help Me Please?)

[Lofty78]

I just got my new pool install and I have a Hayward Aquaconnect router. I got all the wat through step 4, called tech support and they said skip step 5...now on step 6 and the Aquaconnect web is not taking my mac address... I've checked it multiple times for accuracy, I know it is case sensitive, I have also pinged mypool(with last 3 digits of mac address) and I get time outs, but it recognizes the IP address... Lastly, I did a reset on my network router and tried again to ping with same results. I am working during the day and Hayward is closed when I'm not working... the brief few minutes I spent on the phone with a tech today was not helpful, nor did they seem very willing to help.

Anyone here have similar issues that can give me some tips here... Appreciate in advance!!

 

[cowboycasey]

I have not used it and I am sure you have the manual but I found this.. http://www.aquaconnect.net/documents/User_Manual_Web_Gateway.pdf

Can you put that 1 computer into the DMZ zone, that would ensure it is getting past the router firewall

 

[JamieRI]

Cowboycasey provided a link to a different product from another company.

This may help: https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.hayward-pool.com/pdf/troubleshooting-guides/aqua-connect-troubleshooting-guide-2014.pdf&ved=0ahUKEwizhbDukM3SAhWmxFQKHbTfDhwQFggaMAA&usg=AFQjCNEYr3MiNUqGQjdSuz0uB1i9Tf028Q&sig2=yXI0eH3RUf6e7-YAIG2kbg