How to troubleshoot Omni connection issues
First, Power cycle the Omni Controller by selecting the power button at the bottom left of the screen, followed by pressing the shutdown option. Once the controller display is shutdown, turn power off using the breaker, wait 60 seconds and power back up. Wait 3 minutes and then check to see if the connection has been re-established.
If the network connection is NOT re-established, on the Omni controller navigate to the configuration icon on the right hand side. If the config icon is not visible hit the right button until you find it and select it. Then select network->diagnostics and verify that the SSID (which is your home network name), the Ext. Antenna, the Signal strength, the Mode, Local IP and the Gateway are populated and that the Ext Antenna says its "connected".
Press the Right arrow navigate to find the “config” button and select it.
Select the “network” button.
Select the diagnostic button.
If the Omni is connected via ethernet and not WiFi or external antenna, verify it displays Ethernet: connected along with the Mode, Local IP and the Gateway. In addition, verify that all diagnostics pass. If network diagnostics fails on the second verification, check the network properties has the settings to dynamic. If your installer configured your Omni's network to static, verify that all of the fields are populated (Local IP, Netmask, Gateway, DNS) and that the Local IP is within your home's local network's address. Lastly, verify that the web server points to app1.haywardomnilogic.com
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
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.
*** You may need to contact your internet service provider or an IT professional for assistance with making changes to your router’s settings.
Upon entering the diagnostic screen, the Omni will begin to perform a diagnostic of your connection.
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 us a brief description of the problem along with
- The step at which the diagnostic failed
- The specific error message
- Your MSP ID
To customerappsupport@hayward.com(opens in a new tab)(opens in a new tab)(opens in a new tab)(opens in a new tab)(opens in a new tab). Someone will respond within 24-48 hours.
Is Your Firmware Out-of-Date?
Hayward has improved the network connectivity in the latest firmware. If your firmware is at a level of R4.0.0 or later, the controller can be upgraded over the air and there will be an alarm indicating a pending update waiting to be installed. If your firmware is below R4.0.0, we encourage you to upgrade via usb drive to our latest Omni version available on our website, using a Pool Professional, as this may involve removing the OmniLogic's protective cover. Please be advised that as of December 31st, 2023 we will no longer be supporting any release R1.4.7 and below.
