PoolSense Troubleshooting

My PoolSense is offline

My readings seem incorrect

My PoolSense transmits inconsistently

I keep getting emails that my data is going to expire

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My PoolSense is offline

1. Why is my PoolSense not transmitting?

If your PoolSense device has stopped transmitting you may see a message saying, for example, “Last seen 36 Hours ago”. Please follow the Video tutorial here or follow these steps to reset the device:

1. Please hold the device in an elevated position for the duration of the activation procedure and for an additional 30 minutes or so after the procedure to ensure that the downlink gets through to the device. If you have a top story in your house that is perfect, otherwise, you can just hold it up while activating and then put the device somewhere high, we recommend a meter or 2 above ground level. This will only be required for the initial activation/reset downlink.

2. Place the magnet you received in the PoolSense box on the logo icon, on the top of the device. Then, slowly pull it down towards the point indicated by the circle on the sticker. Keep it there for 20-30 seconds and remove it.

3. Wait 1 minute.

4. Keep the magnet safe with the calibration fluid bottles.

5. Check your smartphone for a push notification on your PoolSense app confirming that your device has been activated.

If this did not work, please read the next section.

2. I’ve tried the magnet, it is still not transmitting. NFC Scan needed.

Thank you for bearing with us while we get you back online. Note: Not all phones have NFC scanners, if yours does not have one, please proceed to log a ticket with us by selecting the TALK TO US button on the app, otherwise please proceed to the next steps (video tutorial):

1. Open the PoolSense app and select the three dot menu icon in the top right-hand corner of the app.
2. Select NFC Scanner and scan your PoolSense device by holding the back of the phone to top of the dome.

3. Please note that each phone’s nfc reader is on a different location on the back of the phone. Please refer to your supplier documentation for more information (Samsung example)

4. Please do the nfc scan 3 times, a few minutes apart.

After you have scanned the device, please proceed to log a support ticket with us using the TALK TO US button on the app.

3. Still not transmitting after elevated magnet reset and NFC ?

Kindly log a support ticket with our dedicated support team by using the TALK TO US button in your PoolSense app.

My readings seem incorrect

My PoolSense readings seem incorrect, please help

Before you start the trouble shooting process, make sure to read our PoolSchool document on basic pool chemistry and how to get the best out of your PoolSense device.

There are a few reasons that your PoolSense readings may seem off to you:

The ORP or pH graph looks weird
You have a reference test like an HtH test strip or pool shop test and the results do not match.
The PoolSense app keep asking for more chlorine but the readings don’t change
You follow the recommendations from the app but your water is not clear and blue.

Look for the option that best matches your concern for further troubleshooting.

The ORP or pH graph looks weird

1. As a first check, please make sure that your PoolSense is in fact in the water. Sometimes a child, gardener or over zealous dog has run away with your smart device.

2. If so, remove the blue bottom part with a screwdriver and look for a small bubble inside the glass ball that measures pH. If a bubble is present, gently shake the device in a downward motion (like trying to get the last drop of ketchup out of the bottle) until the bubble has disappeared.

3. Remember that ORP levels are quite sensitive to sunlight, you will see a dip during the day when the UV rays “consume” the chlorine and a rise at night when the chlorine can do it’s work more effectively and kill the bugs.

4. If none of the reasons above seem like a likely explanation, please get a reference test result, either an HTH test strip (or two), or a pool shop water test.

I have a reference test and the results don’t match my PoolSense readings.

Unclip the bottom grid and please check that you removed the black cap that covers the probe.

If you did, the device might need recalibration. We will need reference values to re-calibrate your PoolSense.

Kindly assist us by following the procedure below:

Please place your device in a bucket filled with Municipal tap water overnight. This will allow us to check out reference values.
Please do a simple strip test of the bucket water the following morning and send us clear photos of the result via email to support@proautomation.co Please make sure to position the strip correctly against the color card so we can be sure of the comparative values.
Your interpretation of the test result would also be very helpful.

Kindly send these pictures along with your PoolSense device ID to support@proautomation.co

Our dedicated support team will take it from there to get your device calibrated.

My app keeps asking for more chlorine but the test strip free chlorine is off the charts!

There is no quick answer for this one but it has to do with the difference between measuring free chlorine and ORP. ORP measures the ability of the free chlorine to effectively sanatize the water. There are many factors impacting on this effectiveness, like chlorine lock. For more information on this topic, please download this article from our knowledge centre.

I follow the dosage recommendations but my pool is not clear.

Your PoolSense is pretty smart but it cannot do all of the work, you’ll still have to do a little from time to time. You might need to add an anti-flocculant, like HyperFloc. But, first get a comfy chair and sit back to read our complete guide on basic pool care.

My PoolSense transmits inconsistently

My PoolSense does not send readings every 2 hours.

Intermittent messages could be due to bad signal. A lot of things can affect signal strength like weather, elevation, trees or metal surrounding the pool etc. When your PoolSense is elevated, the signal can get through. So, to test this, please put your PoolSense in a bucket of water, and put it somewhere high (a second story or on a wall), then do an NFC scan/ magnet reset and keep the PoolSense there for a couple of days. If your PoolSense starts to transmit every 2 hours again, the problem is definitely signal related.

If this is the case, you’ll probably need to get a Sigfox repeater to boost the signal.

I keep getting emails that my data is going to expire

Your data will expire in 2 days! Don’t panic

Most communication these days require data. Just like your smart phone, your smart pool monitor also needs data to communicate to the cloud and send you convenient dosage recommendations. It is an annual charge that we keep as low as possible. Just click on the link in the email you will receive and buy your annual data from our online shop.