Hayward Aquaconnect "null"

[Poolnerdgrandma]

I'm not getting any error messages, but this is what I see from my phone app:

We relocated the transmitter to closer to the pool, and it seemed to work for a little while, and now we're back to this. Any ideas?

 

[ajw22]

@JamesW any ideas?

 

[Poolnerdgrandma]

@JamesW any ideas?

A little more info.. we can connect to the local server. Also on aquaconnect web we can see historical data. But the menus on both the app and website aren't displaying any options, just "null" (the app) and "!!DISPLAY!!" on the website.

 

[JamesW]

https://www.hayward-pool.com/assets/documents/pools/pdf/troubleshooting-guides/aquaconnect-consumer-troubleshooting-guide.pdf

https://www.hayward-pool.com/assets/documents/pools/pdf/troubleshooting-guides/aquaconnect-troubleshooting-guide.pdf

 

[Poolnerdgrandma]

Yes, we seem to be at the "call tech support" stage of that document. After 40 minutes on hold with Hayward, I gave up and called our PB. Waiting to hear back.

 

[JamesW]

To control your Pro Logic, Aqua Rite Pro or Aqua Plus remotely through the web, go to www.aquaconnectweb.com where, after setting up a new user account, you’ll be able to enjoy a brief trial period.

Call 1-800-HAYWARD to subscribe for continuing web functionality.

Be sure to have your Aqua Connect Home Network’s MAC address handy when you call.

Refer to Step 5 for the location of the Aqua Connect Home Network’s MAC address.

Once an account has been setup, you should be able to login and remotely monitor and control your pool through an internet connection.

https://www.hayward-pool.com/assets/documents/pools/pdf/manuals/AquaConnectQuickStart.pdf

 

[Poolnerdgrandma]

We are able to connect via the local LAN to the Aquaconnect server, and control the pool (see first image).

The andriod app shows some status, but menu entries show "null". Note: buttons "work" but you have no idea what is being pressed (second image).
The website has similar weirdness (third image).

We've followed the flowchart, (4th image) and are at the "call for help" stage. We've done that... Started with Hayward, gave up after 45 minutes on hold, called the PB, who determined we'd have to talk to Hayward, waited 3 weeks and heard nothing, called the PB again and PB has again asked Hayward to get in toch with us.

Sigh. Has anyone else seen anything like this? The issue has persisted despite multiple reboots of the Aquaconnect and router, reinstall of app, etc.
Failing that, is there any way to get Hayward's attention ?

 

[Deckqueen]

We have had the exact same problem for several months now. Called Hayward support and was on hold for 60 minutes and they hung up on me. Called again and left a call back number. Hope someone can solve this issue. Having mobile access to the pool controls was a big selling factor for us.

 

[Deckqueen]

Hayward Tech Support fixed the problem. Had to give them the mac address of the Aquaconnect and user name and password. They went in and fixed it.

 

[Poolnerdgrandma]

Hayward Tech Support fixed the problem. Had to give them the mac address of the Aquaconnect and user name and password. They went in and fixed it.

I'll try that. If I can ever get in touch with them.

 

[Poolnerdgrandma]

Update: after repeated frustrating attempts by myself and the PB to reach Hayward, I messaged them on Facebook. They responded with a magical email address, and after a couple of rounds of email in quick succession, they did just what @Deckqueen said... got my username, password, and MAC address, and fixed it in a few minutes.
The email address is customerappsupport AT hayward.com

All's well that ends well. I wish their front end tech support (phone answering) was even close to the level of their back end (fixing the problem, fast!)

 

[WillWorkForBeer]

I'm not getting any error messages, but this is what I see from my phone app:
View attachment 381845
We relocated the transmitter to closer to the pool, and it seemed to work for a little while, and now we're back to this. Any ideas?

I've been seeing this on my Android App for a couple of months and decided to finally dig into it. After reading this thread, I logged into the AquaConnect Web portal. From there all I did was power down and up the HomeNET device, Logged out, logged in, updated <Pool Settings> data , logged out and in a couple more times and "viloa" - null's are repaced with data.