Can’t connect remotely to pentair easy touch

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DrivenPT

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Mar 11, 2024
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Cedar Park, TX
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Pentair Intellichlor IC-20
Hi everyone. I’ve been having an issue for the last week where I can’t log into my system remotely. I can still log in locally, so presumably the connection between the control panel and the WiFi is still good. But for some reason when I try remotely it says:

ERROR: login rejected by gateway.

Our warranty company says that they can’t help with this and that we need to talk with the internet service provider.

I’m not tech savvy at all so I am hoping for a simple fix here, but simply resetting the router did not remedy the issue.

We are having other problems with the pentair automation system (pump shuts off randomly and is not following the schedule), but I am not sure if the two issues are connected.

Any thoughts on how to restore the remote login?
 
EasyTouch system with Screenlogic
 
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One other piece of info…

With the pentair home app I can still see the pump’s status (speed, gps, watts). I never really use this app, but found it weird that it works remotely but Screenlogic doesn’t.
 
EasyTouch system with Screenlogic
 
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DrivenPT said:
One other piece of info…

With the pentair home app I can still see the pump’s status (speed, gps, watts). I never really use this app, but found it weird that it works remotely but Screenlogic doesn’t.
Click to expand...
EasyTouch system with Screenlogic
 
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ajw22 said:
Do you have a mesh router Wi-Fi system?

Does your IntelliCenter pass the Internet Connection Test?

1701989645212-png.543681
Click to expand...
Yikes. I have no idea. I’ll have to ask my son about the mesh router.

I’ll check on the internet connection when I get home this afternoon. Can you do that through the Screenlogic app?
 
ajw22 said:
You don't use Screenlogic with the IntelliCenter.

You use the IntelliCenter2 app or the Pentair HOME app.
Click to expand...
apologies - I’m still trying to learn the basics.

My understanding is that intellicenter is the panel that controls everything.

Our system was set up to use the pentair Screenlogic app for control from our phones. That’s all I know how to use, though I have learned how to navigate some of the screens on our easy touch panel.

The guy who came out to walk us through our system set up the pentair home app but said “you’ll never use this”.

if there’s a better way I’m all for it!
 
Will report back this afternoon once I’ve connected the app to our system. Hoping that is a straightforward process?
 
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Screenlogic app has been used for the last 20 years for the Easytouch system.
 
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STOP!!!

Do you have an EasyTouch System or an IntelliCenter system?

Your subject line said IntelliCenter while your signature says EasyTouch.

Do not do anything until you show us a picture of the panel you have installed.
 
Please edit the subject line on your first post to say EasyTouch and let's restart this conversation.
 
ERROR: login rejected by gateway is usually a Pentair server problem.

Has the remote connection ever worked for you?
 
Yes, always up until about a week ago.

We had a lot of problems with the connection between the easy touch and the router for a couple of months that was fixed when they replaced the easy touch control board, but that was over a month prior. Nothing changed that I know of that would have made it suddenly not work.
 
Call Pentair Support and see if they are having any server issues.
 
I believe there were recent issues with an app update. I also read it was resolved with another update. Check that you have the most recent update.
 

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