Panel not communicating to equipment except in service mode

[regardleslie]

Hello.
I have Hayward Omnilogic with two VSP motors, a chiller, a heater, lights and a water feature.

On Sunday morning the system had turned itself on running the filter at 76% and two of the regular schedules turned off. Every time I turned it off and the schedule back on within seconds it would revert to the previous setting. I tried a system shutdown, no change. I thought I would do a reset.

After the reset it said I didn’t have a backup when I know I did from the last firmware. So I tried the configuration wizard but it was well above my paygrade. So I found the back up from the firmware update in December. It loaded without issue and I had access to the regular panel again.

At first the app said there was no communication with the router even though the diagnostic showed everything was working. I couldn’t control anything from the app or the main panel and none of the schedules were running. The panel and app would show that the filter was turned on for example but nothing was actually running. So I tried another system shutdown and the lights came back on with the schedule but nothing else was working. I tried service mode and could operate everything from there. Clearly some kind of communication issue when in regular mode. Out of frustration I just left it alone and the router error disappeared but I still couldn’t control anything. I tried another shutdown, no luck. So I left it and sent Hayward an email.

They said to do a firmware update but everything was updated according to the panel but I downloaded the MSP again and ran it. Still nothing is working except in service mode.

We had an algae bloom so I have been leaving it running in service mode so that the filters can clear everything, and it’s nice and clear now but I’m worried running the motor 100% 24/7 isn’t good.

Hayward has not yet responded to my reply that everything is updated and still not working. I have a service tech booked for Monday but I’d rather not pay the call fee if it’s a doable DIY fix.


Thanks in advance. This is my first post so I hope I did it right. I’ve attached photos showing everything is updated.

 

[ajw22]

Welcome to TFP.

I don't know what gremlins are in your panel but can tell you that pumps running 24/7 do no harm to them and may extend longevity by reducing thermal cycles.

Filters do not clear algae, chlorine does. I suggest you look at our SLAM Process for algae.

Pool Care Basics Archives

Your one-stop shop for all things TFP to include: ABCs of Water Chemistry, Recommended Chemicals/Levels, Test Kits, Troubleshooting, and much more!

www.troublefreepool.com

 

[duckcmmndr]

Your troubles over the weekend were probably not your or your systems fault. Hayward had issues this weekend. If you ever open your app and it does not match what is going on in your pool and the controls seem to not function as intended...it's 99% going to be a Hayward issue that they will fix and it will not involve you at all. If you go check your network diagnostics from the OmniLogic touchscreen and everything comes up with green check marks....it's on Haywards end.

I had a similar issue on Sunday where my app was showing the state from Saturday night (i.e. lights on and pump in overnight low speed mode). The lights were not on and the pump was running at normal daytime medium speed. I sent Hayward an email and got this response:

"Thank you for contacting Hayward Customer App Support. We had a server issue yesterday. We apologize for any inconvenience this caused. The server is up and running. Reset the Omni's breaker and leave it off for 60 seconds. Reboot your router and restart your phone. That should establish a connection between the Omni and app. We also recommend upgrading the MSP firmware to the latest revision."

My issue cleared up on it's own Monday...but I have read where people were still having the issue on/off this week. I installed and setup my own OmniLogic system and I am no expert, but can get around in it pretty good (computer programmer/network engineer is my day job).

- In the future, avoid doing a reset. That causes you to have to add back all the equipment/schedules from scratch (you don't want to do that).
- If you app is acting flaky or non-responsive, walk over to the actual panel and check to see if things are doing what they are supposed to do. Pump speed, lights, etc. Can you change speeds? You can do same stuff here as in the app.
- Check network connectivity and make sure that all the items have green check marks like your picture above.
- I have read were 2 reboots in a row are required to clear up some issues (I can't remember what or where I read that, but I keep that in mind).
- Where is your cover for the Omni panel? I could see the relays below the screen which means the entire breaker busbar is wide open (for electricians only).
- I have in the past had to delete schedules and add them back to make the schedule work. I think this was a bug that has since been fixed in a firmware release.
- Service Mode will turn off all pool equipment and disable all remote controls including networked devices. Service Mode is useful to prevent
scheduled operation and disable remote operation while servicing the pool. You should not need to be in service mode for things to run...it should do the opposite.

If you are still having issues, 100% reach out to Hayward and also post exactly what your current issue is as well as where from you are having it (app vs. panel itself).

 

[regardleslie]

Your troubles over the weekend were probably not your or your systems fault. Hayward had issues this weekend. If you ever open your app and it does not match what is going on in your pool and the controls seem to not function as intended...it's 99% going to be a Hayward issue that they will fix and it will not involve you at all. If you go check your network diagnostics from the OmniLogic touchscreen and everything comes up with green check marks....it's on Haywards end.

I had a similar issue on Sunday where my app was showing the state from Saturday night (i.e. lights on and pump in overnight low speed mode). The lights were not on and the pump was running at normal daytime medium speed. I sent Hayward an email and got this response:

"Thank you for contacting Hayward Customer App Support. We had a server issue yesterday. We apologize for any inconvenience this caused. The server is up and running. Reset the Omni's breaker and leave it off for 60 seconds. Reboot your router and restart your phone. That should establish a connection between the Omni and app. We also recommend upgrading the MSP firmware to the latest revision."

My issue cleared up on it's own Monday...but I have read where people were still having the issue on/off this week. I installed and setup my own OmniLogic system and I am no expert, but can get around in it pretty good (computer programmer/network engineer is my day job).

- In the future, avoid doing a reset. That causes you to have to add back all the equipment/schedules from scratch (you don't want to do that).
- If you app is acting flaky or non-responsive, walk over to the actual panel and check to see if things are doing what they are supposed to do. Pump speed, lights, etc. Can you change speeds? You can do same stuff here as in the app.
- Check network connectivity and make sure that all the items have green check marks like your picture above.
- I have read were 2 reboots in a row are required to clear up some issues (I can't remember what or where I read that, but I keep that in mind).
- Where is your cover for the Omni panel? I could see the relays below the screen which means the entire breaker busbar is wide open (for electricians only).
- I have in the past had to delete schedules and add them back to make the schedule work. I think this was a bug that has since been fixed in a firmware release.
- Service Mode will turn off all pool equipment and disable all remote controls including networked devices. Service Mode is useful to prevent
scheduled operation and disable remote operation while servicing the pool. You should not need to be in service mode for things to run...it should do the opposite.

If you are still having issues, 100% reach out to Hayward and also post exactly what your current issue is as well as where from you are having it (app vs. panel itself).

Thanks. I did reach out to Hayward before I posted. All they said was to update the firmware which hasn’t fixed the issues. I’ll try two restarts in a row.
Nothing works from the app or the panel except in service mode.

 

[regardleslie]

Welcome to TFP.

I don't know what gremlins are in your panel but can tell you that pumps running 24/7 do no harm to them and may extend longevity by reducing thermal cycles.

Filters do not clear algae, chlorine does. I suggest you look at our SLAM Process for algae.

Pool Care Basics Archives

Your one-stop shop for all things TFP to include: ABCs of Water Chemistry, Recommended Chemicals/Levels, Test Kits, Troubleshooting, and much more!

www.troublefreepool.com

Thanks, yes I’m aware that the filters alone do nothing for algae but without the filters running the problem won’t resolve. In any case the pool is clear now my issues with the panel remain.

 

[regardleslie]

Paid $95 for a Hayward certified tech to come out and all that needed to be done was reassign the pumps to the right HUA. After he was done he said ‘next time call in and we can tell you how to do it over the phone’ ummm I did call in…