ScreenLogic Issues

Jump to latest Follow Reply
W

Westcoastgills

0
Dec 3, 2014
45
Henderson, NV
I had my Intelli-touch system updated a few years ago so I could use the ScreenLogic app on my iPhone to control my pool. It worked fine for the first year. Then in December it wouldn't connect, and after my futile attempts to troubleshoot the issue I called Pentair. After 2 hours on the phone, the tech could only get the "Remote" access to work and not the "Local". I was fine with that as I could still access the system.

Fast forward to today, when I upgraded my modem for 1 gig service. Everything else works fine, except the Pentair equipment. Now the "Remote" access won't work. When I try to access the ScreenLogic Connect on my PC I get the follow error:

Discovery Service: 166.78.45.67,500
Connecting to Discovery Service...
Connected.
Sending GATEWAY remote connection request...
Found system at :0.
Connecting to System :0...
Direct connection failed.
ERROR: Cannot connect. Address invalid

I think it's some kind of IP Address error, but I can't access Screen Logic on my PC to fix the problem. When I try to configure I get the same error.

Before I sign up for a 2.5 hour on hold session with Pentair, has anyone seen this before? I have tried restarted, reconnecting everything....

Thanks

Dennis
 
Is it possible that Screen Logic is trying to use the same IP addrrss that is assigned to another device since the modem upgrade? Maybe reboot all devices and see if that resolves the issue.
 
Dennis,

From the message you posted it looks like your PC goes out to 166.78.45.67 . That is a server at Racksapce in Texas likely to connect to Pentair. Pentair then is trying to connect through the net to your panel. Somewhere your panel registers what your home IP address is with Pentair network. With your modem change, your home IP address changed. That needs to be updated in Pentairs DB.

If there is an intial setup process for Screenlogic to communicate through Pentair I would say you need to go through it again. If you don't know how to do that you will need to suffer through their telephone support wait time.
 
I tried that but since ScreenLogic cannot find the protocol adapter it won't install. I called Pentair and after 62 minutes on the phone, the technician said I need to get a router (similar to Netgear WNR1000) to plug the protocol adapter into. I explained to him that everything was already running through a TPLink 5 port switch. I assume that isn't the same thing?

Dennis
 
Every home network needs a router. Perhaps your old modem was actually a “gateway,” or modem/router combination unit, and perhaps your new modem is just a modem? Makes & models for both old & new modems will tell the tale.
 
Some of the older protocol adapters (PA) would stop talking if you were to upgrade the app without upgrading the firmware on the PA. If you had auto update on the app, you would get the working one day and not the next symptom. Once the PA stops talking on these older units, it's like they moved out, and you wont ever get an answer. Pentair has been pretty good about swapping them out even after warranty. Give them a try, But try to get a tech that really knows what is going on. Agreed, you may have to block out an afternoon and dedicate the time to get this done, meaning, if you don't get anywhere with the first tech, either ask for someone with more juice, or call back.
 
  • Like
Reactions: pgw85706

Enjoying this content?

Support TFP with a donation.

Give Support
So I bought a router and was able to connect and update my controller. But the router, even though called a "Gigabit" router, really wasn't able to handle the speeds my ISP is providing. So I got a new modem with a router built in (Netgear Nighthawk CM 1200), with 4 Ethernet ports in the back). I had the same set-up with a 3.0 modem and it worked fine. Now plugging the Pentair adapter into port #2 gives me the same error. The Pentair tech said the adapter needs its own IP address, but it never had that before.

Dennis
 
Westcoastgills said:
So I bought a router and was able to connect and update my controller. But the router, even though called a "Gigabit" router, really wasn't able to handle the speeds my ISP is providing. So I got a new modem with a router built in (Netgear Nighthawk CM 1200), with 4 Ethernet ports in the back). I had the same set-up with a 3.0 modem and it worked fine. Now plugging the Pentair adapter into port #2 gives me the same error. The Pentair tech said the adapter needs its own IP address, but it never had that before.
Click to expand...
Looking at the Netgear web site, the CM1200 is a modem only, not a combo modem-router. So you still need a router behind the modem.

Each device on your home network needs its own IP address. You just may not have been aware before that your PA had an address.
 
What RJS said. the CM1200 web page is CM1200 | Cable Modems & Routers | Networking | Home | NETGEAR

The web page says:

CM1200 supports up to four (4) public IP addresses (WAN IP) with a Comcast Business account. Multi-IP address** support for up to four home networks allows for multiple servers to run at the same time.

The four ports are for four static IP addresses provided by your ISP. The box is not a router.

The web page also says:

Use an Ethernet cable to connect the CM1200 cable modem output port to WAN port of your existing WiFi router, WiFi System or directly to your computer and get high-speed connectivity for all your devices.

Do you understand the technical difference between a modem, a router, a switch, a WIFI router, and a WIFI Access Point? What boxes do you have otehr then a PC connected to your home network?
 
Here is the current set-up:

CM1200 Port #1-Google Mesh---->PC

CM1200 Port #2-ScreenLogic Protocol adapter

CM1200 Port #3-Home Thermostats

I know the Google Mesh hub has the IP address, so that must be the issue.

I did have a separate router but the first one I got wasn't capable of handling the gigabit speed. The second one was speed capable, but I needed to be rocket scientist to be able to set it up, which clearly I am not.

So I need an all in one modem/router, or a router that is speed capable that can be set up by a noob?

I do have a Netgear 5 port switch, but that isn't a router.
 
Last edited:
Don’t home thermostats wifi connect? What do you have hard wired to port 3?

Yes, you need a combination modem/router or a router you can configure and connect to the modem. Then you plug in the Mesh WiFi, protocol adapter, and any other hard wired devices to the router.

None of your devices you have will run at gigabit speeds. Get a router that supports the speeds your devices run at.
 

Enjoying this content?

Support TFP with a donation.

Give Support
You must log in or register to reply here.
Thread Status
Hello , This thread has been inactive for over 60 days. New postings here are unlikely to be seen or responded to by other members. For better visibility, consider Starting A New Thread.
Top Bottom
Back
Jump to latest Follow Reply