Hi, I installed an intelliconnect system this spring so the unit is only about 3 months old. Yesterday it randomly went dark. It appears to have no power, no lights are on and the buttons will not respond. I checked the breaker and there is power supplied from the panel. I searched for some sort of integral reset to no avail. I also tried the breaker on and off and that didn't help. Anyone have any ideas?
Intelliconnect Panel Dead
- Thread starter sasquatch53
- Start date
Hi - my system died as well today - no lights, nothing… Did you find out what was wrong?
panic_button
Bronze Supporter
- Jun 23, 2019
- 351
- Pool Size
- 21000
- Surface
- Plaster
- Chlorine
- Salt Water Generator
- SWG Type
- Pentair Intellichlor IC-40
I lost the RS485 ports on mine in March, still waiting for a replacement from Pentair. They offering an EasyTouch as a replacement if I pay the difference, but haven't give me a price.
UPDATE
I received the following email from Pentair yesterday:
Dear IntelliConnect Owner,
An over the air update was attempted to your IntelliConnect device to create a better user experience and eliminate software bugs. If the Link and Mode lights are out on the control board, you will be contacted by Pentair to schedule an appointment to update your device. Your Pentair variable speed pump will continue to run based on the programming in the pump, but ensure your sanitizer or chemical feeder is properly working to ensure proper water quality.
That’s it - no ETA so far - will keep you posted once I hear more.
I received the following email from Pentair yesterday:
Dear IntelliConnect Owner,
An over the air update was attempted to your IntelliConnect device to create a better user experience and eliminate software bugs. If the Link and Mode lights are out on the control board, you will be contacted by Pentair to schedule an appointment to update your device. Your Pentair variable speed pump will continue to run based on the programming in the pump, but ensure your sanitizer or chemical feeder is properly working to ensure proper water quality.
That’s it - no ETA so far - will keep you posted once I hear more.
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Same exact thing happened to me. Sounds like Pentair's OTA update bricked our panels. It is not clear how they will know which customers are affected to follow up and send people out to fix this.
I have not received any other communication besides the email on 7/30
Attachments
That question intrigued me so I checked the traffic that goes in and out of that box and it does seem to be alive (in a very limited way, though) as it’s still contacting some host on AWS about every 10 seconds:
14:37:53.857012 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 31
14:37:53.943281 IP 35.162.234.163.8883 > 172.16.30.40.65207: tcp 31
14:37:54.025754 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 0
14:38:03.996903 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 31
14:38:04.083092 IP 35.162.234.163.8883 > 172.16.30.40.65207: tcp 31
14:38:04.277583 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 0
14:38:14.137799 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 31
14:38:14.224207 IP 35.162.234.163.8883 > 172.16.30.40.65207: tcp 31
14:38:14.275927 IP 172.16.30.40.65207 > 35.162.234.163.8883: tcp 0
I assume they are looking for this particular behaviour on their end…
But let’s see how they fix this.
I got the same message. I have a tech from my PB coming out Monday or Tuesday. Curious to see how it goes.
Yep guys, my intelliconnect died yesterday as well! Ugh how many people did they fry?????
Guys so wth are they gonna do?? Send a Pentair rep to every single person this happened to? Gotta be thousands around the country
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Just an FYI, I called Pentair directly and they set up a workorder number for someone from Gulf Coast Leak Detection to come replace the unit.
BowserB
Silver Supporter
- Jul 29, 2018
- 777
- Pool Size
- 15000
- Surface
- Plaster
- Chlorine
- Salt Water Generator
- SWG Type
- Pentair Intellichlor IC-40
So far, so good. Either have haven't gotten to me yet, or mine updated correctly. Current data:
Controller Software Version: 1.5.1.1 (May 19, 2021)
IoT Software Version: 1.61
If mine gets zapped, I might be tempted to move to Easy Touch...if the deal is good.
Controller Software Version: 1.5.1.1 (May 19, 2021)
IoT Software Version: 1.61
If mine gets zapped, I might be tempted to move to Easy Touch...if the deal is good.
I contacted Pentair today...customer support was totally backed up...I waited on hold for 45min & 25min before having to hang up...then finally got through and 1:52min later they referred my case to a local company to complete the "warranty repair". A couple of notes to help others out:
- If you want to skip through the prompts (there are many): 1, 2, 2, 2, 1, 1, 4
- As mentioned in the email Pentair sent out, this was caused by an OTA software update related to the Link2O deprecation. It sounds like >500 units were impacted.
- If you have an account with Pentair a phone number registered, they will be able to pull up your information pretty easily once you get through to customer support
- The support staff know what is going on...they've been taking these calls all day and are pretty well trained to take care of it ("this is our fault so we are going to take care of it")
- They plan to try to re-flash the firmware, or replace the unit (more on this below)
- After initially getting through, it took another ~45+ minutes for them to locate a local company and file a work order with them. This was followed by an email with all of the details (case #, work order #, phone number service outfit)
After getting off the phone I called the local place to confirm. They had received my information, but since it is August, they are totally booked for at least 2 weeks.
Plus, they don't carry the Intelliconnect in stock, so if the firmware flash doesn't work, they will need to order a new one, then schedule the replacement installation.
- If you want to skip through the prompts (there are many): 1, 2, 2, 2, 1, 1, 4
- As mentioned in the email Pentair sent out, this was caused by an OTA software update related to the Link2O deprecation. It sounds like >500 units were impacted.
- If you have an account with Pentair a phone number registered, they will be able to pull up your information pretty easily once you get through to customer support
- The support staff know what is going on...they've been taking these calls all day and are pretty well trained to take care of it ("this is our fault so we are going to take care of it")
- They plan to try to re-flash the firmware, or replace the unit (more on this below)
- After initially getting through, it took another ~45+ minutes for them to locate a local company and file a work order with them. This was followed by an email with all of the details (case #, work order #, phone number service outfit)
After getting off the phone I called the local place to confirm. They had received my information, but since it is August, they are totally booked for at least 2 weeks.
Plus, they don't carry the Intelliconnect in stock, so if the firmware flash doesn't work, they will need to order a new one, then schedule the replacement installation.
tdefeo23
New member
Hello,
Thanks to everyone for sharing the details about this issue, it's nice to know I'm not alone!
My unit went dark sometime between the evening of 7/27 and morning of 7/28.
I never received any email from them, but I did open a warranty claim (the unit is only 3 months old).
I have a work-order and I'm waiting on my second installer to contact me to come out and take a look.
Unfortunately, my (non-Pentair) pump is directly controlled from relay #1, so with the dead intelliconnect, the pump wouldn't run!
I had to bypass the unit to keep my pump running (I have to manually turn the pump on and off for now, inconvenient, but not the end of the world).
I'll follow up with my results when the installer gets here...
If anyone figures out how to update the firmware manually to fix this, please share! I'll do the same!
Thanks,
Tony
Thanks to everyone for sharing the details about this issue, it's nice to know I'm not alone!
My unit went dark sometime between the evening of 7/27 and morning of 7/28.
I never received any email from them, but I did open a warranty claim (the unit is only 3 months old).
I have a work-order and I'm waiting on my second installer to contact me to come out and take a look.
Unfortunately, my (non-Pentair) pump is directly controlled from relay #1, so with the dead intelliconnect, the pump wouldn't run!
I had to bypass the unit to keep my pump running (I have to manually turn the pump on and off for now, inconvenient, but not the end of the world).
I'll follow up with my results when the installer gets here...
If anyone figures out how to update the firmware manually to fix this, please share! I'll do the same!
Thanks,
Tony
Had the tech out from my pool builder today and he confirmed my unit is dead and needs to be replaced. Onto the waiting list I go with no tentative date...
No, but it sounds similar to my problem. I have the pump running and using chlorine tabs. But no t cell, lights or buttons responding
Pentair flew a rep down for this area, he's going around reflashing panels.......so mine should be done today....I'll let yall know