FAQ's | spaindustries

GENERAL QUESTIONS

Q. How much does the cloud access cost?

A. The current monthly charge is $2 per month - $24 / year. There may be some “specials” available for long term renewal in the future but at the present time

it is $2/month.

Q. Who collects the monthly fee?

A. The cloud service is provided by a 3rd party cloud server and they will be collecting the monthly fees. Neither Spa Industries nor any OEM will be collecting

or charging fees to the users.

Q. How much does the app cost?

A. The app is free on both the Google Play and iTunes store

Q. What happens at the end of the free cloud access period / how will a customer know it is time to renew?

A. About 45 days prior to the end of the 12 month period, there will be a notification to the user that their 12 months is coming up and they will need to renew.

Q. What happens if the user does not renew?

A. The app will continue to operate in local mode only (direct connect & through the local router). No cloud access will be available.

Q. Does it work outside Australia?

A. Yes. Anywhere you can connect to the internet using your device’s data connection to the internet – 3G/4G, Wi-Fi Hotspot

Q. When does the 12 month period start?

A. It starts the first time the app connects to the module via the cloud. Each module has a unique identifier that is tracked by the cloud server.

OPERATIONAL QUESTIONS

Q. In your testing what is the effective range of the transceiver in relation to the wireless router in the home? I know there are a number of variables

but what is the worst case? 10’, 15’, 20’?

A. Check the wireless home router information instructions for wireless coverage areas. Also verify the distance it can be seen around the house/yard. If there

is no coverage where the spa is, a repeater or another access point may be need to be added in that area to reduce a dead zone.In the installation guide

(Connecting to Your Tub http://www.balboawatergroup.com/getdoc.cfm?id=1622), one of the things we discuss is making sure you have local home router

wireless coverage where you put the spa. If you smartdevice can connect to your home wireless router and get an internet connection, then the iSpa Wi-Fi

module will be able to. If not, then the module will not be able to either.

Q. When I connect via the local home router with one (1) device, then I try to connect with another smart device at the same time, the next device

connects via the cloud. Why?

A. There is only one (1) local router port available for connection. So if you have more than one (1) device trying to connect via the local router, the others

connect via the cloud.

Q. Sometimes when trying to connect to the spa via local home router, I get connected via the cloud instead. Why?

A. This can happen when another device was already connected via the local router and did not disconnect. This seems to happen more often with Android

devices, but it can occur with iOS devices also. You should kill the app on the Android or iOS to make sure it drops the local connection properly;

otherwisethe local router connection is taken by the previous running version of the app. This is just how apps sit in the background in Android devices.

For iOS devices, make sure you are out of the app.

Q. Has the revised app been reformatted for tablets this time around?

A. The apps display on tablets, but they have not been fully optimized to take advantage of

all the tablets capabilities in this version.

Q. Does the app have the capability of push notifications? Apple? Google?

A. Not in this version.

Q. I am able to connect to my new wifi module directly (same as the previous version) no problem. I then change the wifi settings to connect to my

home network, no problem. It then instructs me on my iPhone to connect to my home network to connect to my spa. This is where I am running

into trouble. Once I change back to my home network on my iPhone and try to connect to my spa it keeps telling me “connection failed.” Why?

A. This maybe due to two different things:

1. You may have mistyped your password, SSID or set you encryption wrong. The iSpa module tries to connect to the router using the information you

entered. It will keep trying for 3-5 minutes. If after that time it cannot connect, the iSpa module will show up again as networks on your Wi-Fi settings

screen. If it does, repeat the process to connect to the router making sure you type the SSID & password correctly and select the proper encryption

(Open, WEP, WPA).

2. You do not have local Wi-Fi coverage or very weak signal from your wireless router at your tub. If you cannot connect to the internet using iPhone and

your local wireless router, the bwa module cannot connect to your home router either. You will need to add a repeater or network extender to make

sure you have local Wi-Fi coverage at your Spa.

FACTORY / SHOWROOM TESTING QUESTIONS

Q. Will the cloud service get initiated during internal product testing on the assembly line?

A. The 12 month period starts once the module is connected to the cloud server. We suggest that during the factory test process, to connect only using local

direct connect and do not set up a router connection. If you set up a router connection, it will need to be reset prior to sending it out so that the consumer will

find the module in direct connect mode. Balboa’s engineering team feels confident that if you can connect to the module in direct connect mode, it will

connect to a router. This will also reduce the amount of time on the factory production floor.

CONSUMER SUPPORT QUESTIONS

Q. Do you have supporting installation and operational instructions for new users?

A. The iSpa User Guide is available as a PDF download.

SYSTEMS SUPPORTED

Q. What Balboa systems work with the iSpa WI-Fi module?

A. The iSpa app and Wi-Fi module supports all BP systems including BP500/600, BP501/601, BP1500/1600, BP2000/2100, BP2500/2600, Revolution &

Colossus.

Q. Does it work with older non BP systems (VS/GS or EL/GL as an example)?

A. The new Wi-Fi is not compatible with the older legacy systems. The older systems do not have the resources and capabilities to run the new technology. In

some cases it may be time to update the spa packs instead of repairing them.

Q. Is the new app backward compatible with the existing Wi-Fi modules?

A. The new iOS app is backward compatible with the existing Wi-Fi module (PN: 50254). It works as it does today in local mode with the iPhone and all iOS

devices in direct connect mode only. The 50254 module does not support Android devices. The Android app only works with the new Wi-Fi module

50350.

WIRELESS TROUBLESHOOTING ISSUES

Check the wires and wireless network adapterChecking that all your wires are plugged in at the router and from the plug is one of the first things you should do – provided of course that you have access to them. Verify that the power cord is connected and that all the lights of the router and cable/DSL modem are on.

Low Signal Strength

There are a number of factors that can cause the signal of your access point to deteriorate and the performance of your network to fall under par. Practically any appliance that operates on the same frequency level (2.4 GHz) as 802.11b or 802.11g can cause interference with your wireless network. Be sure to keep cordless phones, microwaves and other electrical equipment at least 1m away from the access point. This will ensure you get the best signal from your router.

Positioning the wireless router

You’ll want to put your wireless router somewhere where it will receive the strongest signal with the least amount of interference. For the best results, follow these tips:

Position your wireless router in a central location. Place the router as close to the center of your home as possible to increase the strength of the wireless signal throughout your home.
Position the wireless router off of the floor and away from walls and metal objects, such as metal file cabinets. The fewer physical obstructions between your computer and the router’s signal, the more likely that you’ll be using the router’s full signal strength.
Reduce interference. 802.11g networking equipment uses a 2.4 gigahertz (GHz) radio frequency. This is the same frequency as most microwaves and many cordless phones. If you turn on the microwave or get a call on a cordless phone, your wireless signal might be temporarily interrupted. You can avoid most of these issues by using a cordless phone with a higher frequency, such as 5.8 GHz.

Know Your Wireless Security

1. SSID (Service Set Identifier) - All wireless devices in your network must specify a password or SSID. Our agents strongly recommend a unique, obscure

combination of letters and numbers that you can recall easily.

2. WEP Security (Wired Equivalent Privacy) - A security protocol for wireless networks designed to provide the same security as a wired network, WEP encrypts

data as it’s transmitted radio waves.

3. WPA Security (Wireless Protected Access) - A security protocol designed with stronger data encryption and user authentication, WPA is relatively new and

more secure than WEP.

Here Are Some Reasons Why You Can’t Get A Signal From Your Router

1. Distance Between the Router and Connection Points

Solutions: The easiest solution would be to move the router to an area where it is unobstructed or move the devices closer to the router when in use.

However, it is also possible to increase the range of Wi-Fi signals with Wi - Fi boosters, Wi - Fi repeaters, or by upgrading the router antenna.

2. ISP Speed

Solutions: First, determine the speed of the ISP provider. If it’s not very fast, then it may be time to upgrade to a better plan or a faster router. Also, it may be

wise to give the ISP a call to see if any configurations have changed. If the problem is an unreliable ISP, it may be time to switch companies.

3. Walls and Other Interference

Solutions. Moving the wireless router to a different area can definitely help prevent the signals from being blocked or interfered with by walls or other devices.

Additional signal boosters or repeaters can help extend the Wi-Fi range, but it may be better to look at different Wi - Fi directional antennas to aim the router

directly at devices, windows, thinner walls, or doors to allow the signal to move through the home unencumbered.

4. Number of Devices Online

Solutions: If there are just too many people using the Internet at the same time, an additional Internet connection may be needed. It’s also possible to limit the

number of devices connected to the Internet at the same time. In many cases, there may be outsiders accessing the router and slowing down speeds. A

strong Wi-Fi password should be installed at all times.

5. Outdated Wireless Router

Solutions: Outdated routers simply need to be replaced with newer wireless routers that comply with current Wi-Fi standards. Damaged routers can be

repaired; however, in many cases, buying a new router will save the user time and effort.