This article will guide you through troubleshooting WiFi connection issues for units using the EcoWater Systems WiFi Manager app.
Click on the issue you're experiencing below.
It's critical to have a strong WiFi signal where your system is installed - at least 2.4GHz so that it can stay connected.
On the unit's display screen, both WiFi and Internet must be checked:
If WiFi is not checked - it means there's no signal from the softener/filter to the router. You'll want to check the following:
- Ask customer to verify their WiFi network name (it's possible the unit connected to a different network in range).
- If the home WiFi isn't visible on a mobile device, check the network at a few different areas around the home. If it's better in other places, we'd suggest a WiFi signal booster.
- If the network is 'hidden', the customer will need to open it during installation, and then close it again after.
- Verify the router is set to 'G' or 'Auto' network operating mode. Also check that the network is 2.4 GHz, not a 5 GHz band. This can be viewed in the phone's Settings > Wifi > Network Details.
- Check that the signal strength on the Wireless Status screen is above 2 bars (table below).
Signal Strength
| 5 bars | -30 dBm |
| 4 bars | -45 dBm |
| 3 bars | -60 dBm |
| 2 bars | -75 dBm |
If Internet is not checked - it means that there isn't a signal from the router to the cloud. Check the following:
- Use a mobile device to see if you can open a webpage using the customer's WiFi.
- Check the router, unplug and replug if needed.
- If internet connection issues persist, customer needs to contact their internet provider (ISP).
Display Showing Dashes
These dashes mean that the system has made the connection to the router, but the router isn't allowing the signal to reach the cloud.
- Confirm the following ports are open - 443, 53, 80, 55055, 55056. Do this by having the customer contact their service provider, or visit www.yougetsignal.com to test them yourself.
Incorrect Model Shown on App
If the app displays the wrong unit, the hardness can be set to only 10 grains.
- On the display panel, navigate to Advanced Settings > Troubleshooting > Restore Defaults.
- As you flip through the setup menu, choose 'Skip' on the WiFi connection screen. The unit will stay connected to the WiFi from the initial setup.
New Router, Internet Provider, or WiFi Password
You'll want to follow the instructions in Connecting Your Device, as you would with setting up a new unit. You won't have to create a new customer account because you've already got one.
Please let us know if this article was helpful by voting below.