Jacuzzi Prolink Troubleshooting
Contents
1. do you have on the device that you are trying to connect to the spa The App is compatible with the following a Apple iOS 8 and greater b Android Android 4 0 and greater 5 Did you download the App a Yes proceed to step 6 b No you need to download the App For iOS devices the App can be downloaded from the Apple App Store For Android devices the App can be downloaded from Google Play 6 Is your Spa ON a Yes proceed to Step 7 b No turn it on proceed to Step 7 7 Is your mobile device connected to your home Wi Fi a Yes proceed to step 8 b No connect your mobile device to your home Wi Fi and now proceed to step 8 Queva 8 Can you access your home Wi Fi from your hot tub a Yes proceed to step 9 b No If you cannot connect to your home Wi Fi from your hot tub then you may need to move your router or add a repeater signal booster so that you can receive signals from your home Wi Fi at your tub Alternatively you can also mount the Wi Fi module on the outside of the tub instead of the inside of the tub You can also try moving the Wi Fi module to a different spot where the Wi Fi reception is better NOTE The Wi Fi module is weather proof and can be mounted in the open environment 9 Do you see a Jacuzzi Wi Fi JHTSpa_xxxxxx in the list of available Wi Fi networks on your mobile device a Yes refer to the Jacuzzi App Setup Guide and follow the steps to setup the App J 500 Start Up guide b2. No proceed to step 10 10 Do you have a Jacuzzi Wi Fi module in your tub a Yes proceed to step 11 b No contact your preferred Jacuzzi dealer to get a Wi Fi module 11 Is the Wi Fi module connected to the spa electronics controller a Yes continue a No connect the Wi Fi module to the spa controller as shown in the following figure Note that the Wi Fi module can be connected to any one of J13 J14 or J15 12 Do you now see JHTSpa_xxxxxx in the list of available Wi Fi networks on your mobile device a Yes proceed to the next step in the setup process J 500 Start Up guide b No contact your preferred dealer as your Wi Fi module may be defective 13 During the setup of the App one of the steps is to connect your mobile device to the JHTSpa_xxxxxx Wi Fi signal After connecting to the signal the user is supposed to wait for 30 seconds and then launch the App Does the App launch within 90 seconds a Yes proceed to the next step in the setup process b No If the App does not load then force quit the App and re launch the App For iOS Devices i Double click the center iPhone iPad button Queva ii Slide the Jacuzzi App to the center of the screen iii Slide the Jacuzzi App to the top of the mobile device This will close it from running in the background iv Re launch the App by selecting it from the mobile device For Android Devices i Click and hold the center button ii Scroll to the Jacuz
3. Queva Jacuzzi Prolink Troubleshooting System and Wi Fi Router Requirements a The hardware for the Jacuzzi ProLink communicates over a 2 4GHz home network supporting 802 11b g n wireless technology The hardware does not support 5GHz networks b Standard wireless setup supports only home network routers configured to use open no security or WEP WPA WPA2 Wi Fi signal strength of 60 dBM or better is highly suggested to ensure non interrupted cloud service d The wireless access is not supported on the following systems e Guest networks Hotspots that use a portal page to login e Enterprise access points configured to require certificates or some other form of enterprise authentication aka 802 1X RADIUS or WPA WPA2 Enterprise 9 App Doesn t Work Troubleshooting when Customer is at Home First Time Setup 1 Is this the first time you are setting up the App a Yes proceed to step 2 b No skip these steps and proceed to next section titled Issues after First Time Setup 2 What spa do you have The Jacuzzi ProLink App is compatible with the following hot tub models a 2015 North American 60Hz J500s b 2015 Export 50Hz J500s 3 What mobile device are you trying to connect to the spa The App is compatible with the following a iOS Apple iPhone 4 5 6 6 Plus Tablet compatibility is not optimized b Android All Android phones Tablet compatibility is not optimized 4 What operating system
4. Setup screen do you see a Wi Fi icon on the topside screen of the spa within 60 seconds a b Yes now proceed to the next step in the setup process No check the SSID Wi Fi network name and or password that you have entered These values are case sensitive NOTE If the information you entered is correct then your spa will be connected to the home Wi Fi This can be verified by I A Wi Fi icon will appear on the topside screen of your spa t Your mobile device will automatically switch connection from JHTSpa_xxxxxx to your home Wi Fi network Check your mobile device s Wi Fi menu to verify this Issues after Successful Initial Setup Connectivity Issue Cannot control the Spa using the App OR Queva App tells you that there is a problem communicating to the spa 1 Does the Wi Fi icon appear on the home screen of the spa topside Irm mm bd a Yes proceed to step 6 b No proceed to step 2 Is your home Wi Fi working a Yes proceed to step 3 b No Reset the Wi Fi router by powering it off for one 1 minute and then turning it back on Refer to your Wi Fi router s troubleshooting guide for more assistance Can you access your home Wi Fi from your hot tub a Yes proceed to step 4 b No If you cannot connect to your home Wi Fi from your hot tub then you may need to move your router or add a repeater signal booster so that you can receive signals from your home Wi Fi at your tub Alte
5. ht line is drawn from the Wi Fi Box to the home Wi Fi router does that line cross water and or big metallic objects GOOD T z BAD ae gt gt ry Ch D a sA t prs ae Se r 4 ge lt lt es t s i j ru i n Loe ees Tn e 4 ve i op r SO g p i SS l a gt EN INTERNET E HOME ROUTER HOME ROUTER Yes You need to relocate the Wi Fi module such that the signal does not cross water and is away from big metallic objects An example is shown below a HOME ROUTER Queva b No Your spa s location relative to your home Wi Fi router may be too far or the construction of your house is such that the signal transmission is being blocked In this case try installing a Wi Fi repeater extender Ri CALATOR Bo d t s al 7 oi o y p es Gam See gt REPEATER HOME ROUTER INTERNET App Doesn t Work Troubleshooting when Customer is Away from Home 1 Have you successfully connected to your spa from home a Yes Proceed to step 2 b No Verify that you can connect when you are home Refer to the Troubleshooting while at Home section of this document 2 Does the App tell you that there is a problem communicating to the spa a Yes proceed to step 4 b No The App is connected to the spa There may be an error with the spa spa power or the Jacuzzi Wi Fi module 3 Does the App tel
6. l you that there is a problem with your spa and or is there an error reported on the topside a Yes Diagnose the spa reported error b No Force close and re launch the App as listed in step 4 4 Force close and re launch the App For iOS Devices i Double click the center iPhone iPad button ii Slide the Jacuzzi App to the center of the screen ii Slide the Jacuzzi App to the top of the mobile device This will close it from running in the background Re launch the App by selecting it from the mobile device For Android Devices i Click and hold the center button ii Scroll to the Jacuzzi App ii Slide the Jacuzzi App to the left of the screen This will close it from running in the background iv Re launch the App 5 Does the App still tell you that there is a problem communicating to the spa Queva a Yes Please wait roughly 60 seconds to verify that the lack of communication remains i If communication error continues proceed to next step b No Do you still have an issue i Yes please go to Step 3 ii No Like all Apps the App may need to be reset 6 How is your phone connected to the internet a Wi Fi network Try connecting on a cellular network i Connection OK 1 Yes There may be a firewall that is preventing communications between your phone and the spa 2 No Proceed to Step 6b b Do you have strong cellular reception i Yes Proceed to Step 7 ii No go to an area with strong reception and fo
7. ng in the background d Re launch the App by selecting it from the mobile device For Android Devices a Click and hold the center button b Scroll to the Jacuzzi App c Slide the Jacuzzi App to the left of the screen This will close it from running in the background d Re launch the App NOTE Ensure that you are close to the Wi Fi router when performing this step Also ensure that the Wi Fi signal reception is appropriate 7 Is your mobile device connected to the internet a Yes proceed to step 8 b No connect your device to the internet either to your home Wi Fi or to the internet provided by your phone service 8 Can your phone access and browse the internet a Yes proceed to step 9 b No There may be an issue with your phone Refer to your mobile device s troubleshooting guide to re establish connection 9 How is your device connected to the internet a Cellular network 8G 4G and LTE Try connecting to your home s Wi Fi network b Home Wi Fi Do you have strong Wi Fi reception l Yes proceed to step 10 Il No go to an area of your home where your home s Wi Fi reception is strong and force close and re launch the App refer to step 5 a Does App still show a lack of communication i Yes proceed to step 10 ii No the issue was internet reception lt gt 10 Describe the spa installation relative to your home specifically the location of the Wi Fi module relative to your home If a straig
8. rce close and re launch the App refer to Step 4 for process 1 Does App still show a lack of communication a Yes Proceed to next step b No The issue was reception Cc 7 Can your phone access and browse the internet a Yes Proceed to Step 8 b No There may be an issue with your phone Refer to your mobile device s troubleshooting guide to re establish connection 8 There may be an issue with your home hardware Check connection when at home a Connection restored while at home i Yes There may have been a cellular network issue ii No Refer to the Troubleshooting while at Home section of this document NOTE For more technical help please reference the ProLink FAQ s or contact Customer Service or your local Jacuzzi Dealer Customer Service Department 14525 Monte Vista Avenue Chino California 91710 U S A Telephone 800 883 7727
9. rnatively you can also mount the Wi Fi module on the outside of the tub instead of the inside of the tub You can also try moving the Wi Fi module to a different spot where the Wi Fi reception is better NOTE The Wi Fi module is weather proof and can be mounted in the open environment Is the Wi Fi module connected to the spa electronics controller a Yes disconnect the wire from the terminal and re connect to ensure proper connection gt Does the Wi Fi icon appear on the screen i Yes force close and re launch the App step 6 ii No proceed to step 5 b No connect the Wi Fi module to the spa controller as shown in the following figure Note that the Wi Fi module can be connected to any one of J13 J14 or J15 Now proceed to step 4 Reset the Wi Fi signal from the spa module a From the home screen of your topside module select Settings symbol on the top left From the settings menu select Wi Fi From the Wi Fi screen select Reset Select Reset again to reset the Wi Fi signal Now re connect the spa Wi Fi module to the home Wi Fi as if you were starting from scratch papp Queva f Refer to Quick Start Guide for more details J 500 Start Up guide 6 Force close and re launch the App For iOS Devices a Double click the center iPhone iPad button b Slide the Jacuzzi App to the center of the screen c Slide the Jacuzzi App to the top of the mobile device This will close it from runni
10. zi App ii Slide the Jacuzzi App to the left of the screen This will close it from running in the background iv Re launch the App 14 Did you enter the correct Wi Fi network security type SSID network name and password a b Yes proceed to the next step No the Wi Fi SSID network name and password are case sensitive Ensure that you have entered these parameters correctly How do I find my home Wi Fi s network security type Mobile Device on Android Platform If you have an Android mobile device go to the Wi Fi menu select your home Wi Fi network and then select View You can find the network security type at the bottom of the list under Security Personal Computer with Windows 7 Go to Control Panel gt Network and Internet gt Network and Sharing Center Click on Manage Wireless Networks on the left pane Right click your wireless network connection and select Properties Click on Security tab to find out the security type Macintosh Computer Hold down the Option key and click the Wi Fi icon menu bar item You will see details about your wireless network and other networks around you You can find the security type on the list under your home Wi Fi NOTE If none of these tips help you find the Wi Fi security type please contact your wireless router vendor for more information 15 After you enter the SSID Wi Fi network name and password when on the Spa To Home Wi Fi
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