Cloud Controller FAQ's

Cloud Controller FAQ's

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When you press the ‘Pair’ button on the Cloud Controller it just shows the red LED. On the Hub the power and network LEDs are on but the wireless LED is off.  When you press the ‘Pair’ button on the Hub the LEDs scan up and down. This means the pairing has been lost and you will need to do a full factory reset. (see How do I perform a Factory Reset of my Cloud Controller System?)

We do not recommend turning off the power to the hub at any time. The hub needs to be connected to the internet so that your phone (App) can receive information from the controller on your garden tap.

You will receive a pop up note on your app

The server has temporarily lost communication with your hub but your existing watering schedule will continue. It should automatically recover, but if this problem persists check the LEDs on the Hub for fault diagnosis. Refer to System Check – What do the HUB lights indicate?

Once power is regained
You will receive a pop up note on your app

Your cloud system has recovered and is working correctly

If the power to the hub fails all three lights will go out. When the power is restored the hub will reboot (showing a flashing light sequence) then all three lights will illuminate green to show that the power, network and wireless connection (communication with the controller) has been restored to it’s normal running mode. If the network light does not come back on check your home router is running normally and the cable is connected between the hub and your home router.

Sometimes a home router can take several minutes to restart after a power cut. If a hub is connected to a router that takes several minutes to restart, the hub can fail its attempts to connect back onto the Hozelock server. If this happens the Network LED on the hub can be flashing for up to an hours. Should this occur you should first try unplugging the power cable to the hub, wait for 30 seconds then plug the power cable back in. If this does not resolve the issue, restart your home router – wait for it to fully restart (check with a computer or other device that you have an internet connection) then turn on the power to the hub.

If the power is turned off on your hub for longer periods (i.e. several days or weeks) the controller on the tap will go into sleep mode. This is necessary to prevent excessive battery use as it tries to reconnect with the hub. When the power is restored to the hub it can take up to 6 hours for the controller to respond to the hub and continue in normal operating mode. During this time you will not be able to send new schedule data to the controller(s) in your system.
You can “wake up” the controller from this sleep mode by pressing the Water Now button on the controller. This may operate the valve so press the button 3 more times to close it. Updates from your phone (App) can then be sent via the hub to your controller.

You will receive a pop up note on your app

The server has temporarily lost communication with your hub but your existing watering schedule will continue. It should automatically recover, but if this problem persists check the LEDs on the Hub for fault diagnosis. Refer to System Check – What do the HUB lights indicate?

Once internet connection is regained
You will receive a pop up note on your app

Your cloud system has recovered and is working correctly.

If the internet connection goes down the Network light on the hub will turn off. The hub will try to reconnect automatically when the internet connection is restored. It can take up to 24 hours for the hub to automatically reconnect onto the Hozelock server. You can unplug the power cable and reconnect it to force a reboot if the network light is flashing on the hub.

You will receive a pop up note on your app

Your App has temporarily lost communication with the server but your existing watering schedule will continue.Please check your device signal and data connection are OK? Alternatively, the server might be temporarily down for maintenance.

Once server connection is regained
You will receive a pop up note on your app

Your cloud system has recovered and is working correctly

Sometimes the Controller to Hub communication can briefly fail for various reasons and the wireless light will turn red on the hub. Other radio transmitting devices such as Alarm systems, CCTV systems, Door bells, Monitoring systems could affect the communication link. If you have notifications turned on in your app you will receive messages when this occurs for long periods of time.

You will receive a pop up note on your app

Your controller has temporarily lost communication with hub but your existing watering schedule will continue. It should automatically recover but if this problem persists perform a range test to establish if the signal from your Hub is still able to reach the controller. Refer to  Performing a range test to check the hub to controller connection

Once communication is regained
You will receive a pop up note on your app

Your cloud system has recovered and is working correctly.

The hub and controller will automatically attempt to reconnect again and the wireless light will change back to green after about 1 hour. After 3 hours if the light is still red then consider the four options here:
1.Check that the controller has batteries inserted and the panel is fitted onto the valve on your outdoor garden tap.

2.Perform a range test to check that the controller is within range of your hub. Try moving your hub to another location if this is possible. Changing the orientation of your hub can sometimes improve the quality of the signal.
3.Consider using a Powerlink extender device so that the hub is closer to your controller
4.Use a longer LAN (Ethernet) cable between your hub and router so that the hub is closer to your controller.

You can perform a battery check on the controller (see Battery level check) and
You will receive a pop up note on your app

The batteries in your Controller may be getting low. Please check the battery level and replace them with new ones if necessary. Refer to “How do I check the batteries in a Cloud Controller” in FAQs or Hozelock website for further details.

This will give you enough warning to replace the batteries before they go flat.

If you do not replace the batteries in time and your batteries go flat.

You will receive a pop up note on your app

The batteries in the controller are flat. No further watering will take place. This notification will clear when batteries have been replaced and Cloud Controller makes contact with the Hub

You will need to replace the batteries immediately to ensure watering continues and the pop up clears. Whilst the pop up is on the home screen the water now button is disabled
If you need to replace your batteries, you simply take out the old and insert the new ones.

at-home-3 Remove the front panel from the valve unit.
Remove old batteries and Install 2x AA 1.5v Lithium/Alkaline batteries into the back of the front panel. Replace the controller front panel.
When batteries are installed the LEDs will flash until all 3 LEDs go out. The motor will operate the internal valve. If you have installed flat batteries the ‘10’ LED will flash red. You will not be able to operate the water timer until the batteries are replaced with new ones.
For best results Hozelock recommends the use of Lithium batteries
(Energizer “Ultimate Lithium” code L91–FR6–1.5V)Alternatively high quality Alkaline batteries can be used
  1. To prolong the life of your batteries you should use the Hozelock App in Normal mode. This reduces the communication frequency between the hub and the controller using less power.
  2. Minimise the number of times your controller needs to come on each day. Each time you open and close the valve it uses a small amount of energy from your batteries.
  3. Reduce the number of times you perform a “Water Now” function either from the app or pressing the water now button on the controller. A water now will put the controller into fast mode for the duration of the watering and will automatically revert to Normal mode afterwards.
  4. Keep your controllers within range of your hub. A strong signal means your hub and controller do not need to resend information between them. If you have a weak signal (a range test will tell you what signal strength you have) then consider using a Powerlink extender device or use a longer LAN (Ethernet) cable between your hub and router so that the hub is closer to your controller.

If you forget to replace the front panel on your cloud controller after replacing batteries, or someone inadvertently removes it.
You will receive a pop up note on your app

The front panel of Cloud controller has been removed. Please replace it as soon as possible. No further watering will take place until the front panel has been replaced

If this pop up appears it will disable the home screen and water now button on the app until the front panel is replaced.

Your Cloud Controller system can be moved to a different property if you move house. Remember to input the correct location into your app to ensure you have the most accurate weather prompt notifications for your garden. It is recommended that you reset your app, hub and controller and perform a full reinstallation at the new location. Perform a range test to check the signal strength in your new location. See the section “Factory Reset Procedure” on how to rest your system.

If you change your phone you may be able to automatically transfer the Hozelock Cloud app from your old phone to your new phone. Refer to your phone manufacturers guidelines on how to do this. If this is not possible, download the app again from the App Store (Apple) or Play Store (Android). You will need to reset your hub and controllers before you can use the app on your new phone. See the section “Factory Reset Procedure” on how to rest your system.

You can use up to a maximum of 2 phones to control your system. Install your system completely using one phone first. You can then download the app onto a second phone. On starting the app on the second phone you will be asked to enter the unique HUB ID number before you proceed. This is to ensure that the app is connected to the hub so that they can communicate with each other. Follow the instructions on the app to complete the app installation on the second phone.

The controller is not suitable to be used in frost (freezing) conditions. If you do use your controller in these conditions, it can cause damage to the product. We recommend that you remove the controller from your garden tap, empty any remaining water out of it, remove the batteries and store it indoors during the winter months. If you do leave the controller outdoors you must ensure that all water has been drained out of it – both on the inlet and outlet side of the valve components.

The hub uses very little power when it is on but it can be turned off during the months of the year when you are no longer watering your garden. Switch off the power supply unit and unplug it. If you have notifications turned on in your app you will receive notifications to tell you the hub is no longer connected until you close down the app. To avoid receiving repeat notifications switch them off in the app (Settings/Notifications). Close the app down on your phone until you are ready to restart it. See the section: How do I restart my hub and controller at the beginning of a new season”.

Turn on the power supply unit and insert the plug into the power socket of the hub. Next ensure the LAN cable is plugged into the hub and your router. Put new batteries (Alkaline or Lithium 1.5V) into the controller and attach it to the valve. The controller will boot up and you will hear it open and close the valve. Now check the lights on your hub. If the hub and controller are within range of each other and you have internet connection, then all three lights on the hub will be green. Open the Hozelock App and you should see the home screen as you left it at the end of the last watering season. Edit your schedules for each controller in your system (if you need to). Test your controllers by performing a water now on each of them. You should perform a range test if you have moved your hub or controller to a new location since the last watering season.

In the event of an installation failure you can reset the Cloud Controller to its original factory settings. Follow the Factory Reset Procedure (delete pairing)

If for any reason the controller fails or is broken and needs to be replaced you should perform a factory reset once you have replaced the controller.

FACTORY RESET PROCEDURE
APP – Step 1
Go to Settings > Factory reset, then press OK. The app will then return to the welcome screen.

HUB – Step 2

Remove the power cable. Leave the Ethernet cable plugged in. Press and hold down the Pair button and re-insert the power cable.

Continue pressing and wait for Hub to go through its start-up sequence. The LEDs will eventually go out but continue pressing Pair button until the Wireless LED goes red and the Power LED goes green, then release the button. At this point the unit will automatically re-start again.   Wait until the Power and Network LEDs are both green. Pairing with all controllers has been cleared and Resetting of HUB is complete.

CONTROLLER – Step 3

Remove and then insert the batteries. Immediately Press and hold down the Pair button whilst attaching the Panel to the Valve (this causes a reset).

Continue pressing and wait for the Controller to go through its start-up sequence. The LEDs will eventually go out but continue pressing the Pair button until the ‘10’ LED goes red and the ‘60’ LED goes green, then release the button the valve will open and close again during this start-up sequence! Pairing has been cleared on the Controller and the unit will automatically re-start.

If you have more than one controller on your system, this will have to be repeated for each of them.

 

You can now start a fresh installation.

 

RESTART PROCEDURE

HUB
Disconnect the power cable from the Hub but leave the Ethernet cable plugged in. Wait for 30 seconds and then plug the power cable back in. The LEDs will perform the boot up sequence then will stop flashing.

CONTROLLER
Take the Control Panel off the Valve Body and remove the batteries from the back. Wait for 30 seconds and then put the batteries back in. Attach the control panel back onto the valve. The LEDs will perform the boot up sequence then will stop flashing.

item OK State
Power LED Green off Green Green Green Green Green Green
Network LED Green off Flashing Green Green off off off
Wireless LED Green off off off Red Green Flashing Red
Meaning: Power and network connected. Cloud controller paired. Normal running state of the hub. No power to the hub Hub has internet connection but cannot find the Hozelock server, awaiting pairing with cloud controller Power and network connected, awaiting pairing with Cloud Controller Hub has lost contact with a paired Cloud Controller Hub has lost connection to the internet Range test in being conducted Hub has lost contact with the internet and with the a paired Cloud Controller
Sequence1 Sequence2 Sequence3 Sequence4 Sequence5 Sequence6 Sequence7

 

Problem Possible Cause Solution
INSTALLATION
Sequence 1

No Power LED on Hub when plugged in

Power supply not plugged in. Plug the power supply into a mains socket and switch on.
Mains not switched on. Switch mains on at socket.
Sequence 2

Hub has internet connection but cannot find the Hozelock server

Your internet is down. Check your home router internet connection with another device. Reset if required.
Your internet connection is very busy Try again when there is less traffic on your internet connection.
The Hozelock server is temporarily down It is possible that routine maintenance is being carried out on the Hozelock server. Please wait an hour and try again. If server is still down then wait 24 hours and try again.
Sequence 3

Wireless light is off

Awaiting pairing with Cloud Controller. Download the Hozelock Cloud Controller app and follow the setup procedure at first start up.
Sequence 4

Hub has lost contact with a paired Cloud Controller

Sometimes the Controller to Hub communication can fail for various reasons and the wireless light will turn red. Other radio transmitting devices such as Alarm systems, CCTV systems, Door bells, Monitoring systems could affect the communications.

However, the hub to controller will automatically attempt to connect again and will change to green. After 3 hours if the light is still red then consider the four options here:

1.Check that the controller has batteries inserted and the panel is fitted onto the valve on your outdoor garden tap.
2.Perform a range test to check that the controller is within range of your hub [ see Range test]
3.Consider using a Powerlink extender device so that the hub is closer to your controller
4.Use a longer LAN (Ethernet) cable between your hub and router so that the hub is closer to your controller
Sequence 5

No Network LED on Hub when Ethernet plugged in.

Ethernet cable may not be plugged into the router or the Hub Plug cable into both the router and the Hub
Router has no internet connection Check your home router internet connection with another device. Reset your router if required.
Try a different port on your home router, one that you know works
Faulty Ethernet cable Try another cable that you know works
Sequence 6

Range test mode

When a range test is being performed the power light will be green and the wireless light will flash on and off. The network light will be off. Wait 2 minutes for the range test to finish then check the status of the hub lights again.
You can press the water now button on the controller to end the range test.
Sequence 7

Hub has lost contact with the internet and with a paired Cloud Controller

Refer to Link 5 for help to restore your internet connection with the hub. See Sequence 5
Refer to Sequence 4 for help to restore connection with a paired controller. See Sequence 4
I can hear the motor operate the valve but no water is coming out of the attached hose (or the appliance you have attached to it i.e. sprinkler) Is the tap open? Turn your outdoor tap to the open position. Check any manifold or divider that may be between your outdoor tap and Cloud Controller is also turned on.

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