How to Run and Understand Network Diagnostic
Network Diagnostics:
• This guide will show how to get to the network diagnostic screen
• How to diagnose the “Omni controller lost connection to router” error message
• What to do if you receive an error when performing a network diagnostic check
How to get to the network diagnostic screen: From the OmniLogic controller do the following:
1. Right arrow to find the “config” icon, then press it.
2. Press “network”
3. Press “diagnostic”
4. “NETWORK diagnostic” screen
Network Diagnostic Screen: How to read the diagnostic screen.
Omni w/External Antenna
- SSID: When connected to your Wi-Fi network, the name of your network will display here.
- Ext. Antenna: Will display “connected” when the EnGenius antenna is connected to a router.
- Ext. Antenna: This will display the firmware of the EnGenius antenna.
- Signal Strength: Will display the strength of the Wi-Fi connection.
- Mode: Displays connection type either dynamic or static
- Local IP: The IP address of the Omni
- Gateway: The router’s IP address
Omni w/Wireless
- SSID: When connected to your Wi-Fi network, the name of your network will display here.
- WiFi: Will display “connected” when the OmniHub is connected to a router.
Signal Strength: Will display the strength of the Wi-Fi connection. - Mode: Displays connection type either dynamic or static
- Local IP: The IP address of the Omni
- Gateway: The router’s IP address
Network Diagnostic Screen
Upon entering the diagnostic screen, the Omni will begin to perform a diagnostic of your connection.
Verifying Netlink: The antenna is not connected to your router or the Omni Wireless is not communicating with the router.
What to do: Ensure that the password was typed correctly. Attempt connecting to your router again and re-enter the password.
Verifying Network Address: The router may not be providing an IP address.
What to do: Verify that the router has DHCP enabled. If so, or if you’re unable to connect try using a Static IP address.*
Verifying Network connection: Your router’s firewall maybe preventing the router from answering ping or you’re attempting to connect to a guest network.
What to do: You may have to adjust your router’s firewall settings to allow ping.* If using a guest network switch to a non-guest network.
Verifying DNS: The router firewall is blocking ping or the router is not connected to the internet.
What to do: Verify that the router is connected to the internet. If connected, adjust your router’s firewall settings to allow ping.*
Verifying Internet Connection: The router may not be connected to the internet, or the firewall is blocking ping.
What to do: Verify that the router is connected to the internet. If connected, adjust your router’s firewall settings to allow ping.*
No visible error message: You may not be using the correct account login on your mobile device, or the router’s firewall is blocking UDP Port 5858.
What to do: Verify that you are using the correct login. If so, use port triggering or port forwarding in your router’s settings to open UDP Port 5858.*
*You may need to contact your internet service provider or an IT professional for assistance with making changes to your router’s settings.
For additional assistance:
If you are still unable to connect and would like us to help diagnose the problem further, we will need you to do the following.
Go to the network diagnostic screen
Take note of which step of the diagnostic failed and what was the specific error message received when it failed.
Locate your MSP ID, from the Omni controller display by pressing “config”, then “system info”. The MSP ID is displayed at the top of the screen.
Email a brief description of the problem along with
The step at which the diagnostic failed
The specific error message
And your MSP ID
Email To customerappsupport@hayward.com. Someone will respond within 24-48 hours.
