TROUBLESHOOTING

IF THE AUDIBLE ALARM IS SOUNDING ON YOUR PUMPSPY UNIT, YOU HAVE AN ALERT SITUATION. THE ALARM MUTE BUTTON ON YOUR UNIT WILL SILENCE THE ALARM FOR 24 HOURS. DO NOT MUTE THE ALARM UNTIL YOU HAVE DETERMINED THE CAUSE OF THE ALERT!

THE FOLLOWING SECTION ADDRESSES THE MOST COMMON PUMPSPY ALERTS.

Q:

PumpSpy is unable to establish a data connection to my system?

A:

The PumpSpy software is unable to connect to your system. This error may occur in areas with poor cell reception, if the external antenna is moved/damaged or if there is a disruption of cell service.

Check external antenna placement. The antenna should be mounted as high as possible.

Check external antenna connection to unit. Inspect for looseness or damage.

If you are still unable to establish a connection, it is possible that the 3G service in your area was discontinued by Verizon Wireless.

 

Announcement by Verizon Wireless on 3.30.21

As we move closer to the shut off date customers still accessing the 3G network may experience a degradation or complete loss of service, and our service centers will only be able to offer extremely limited troubleshooting help on these older devices.

 

We will turn off the last of the 3G CDMA network on December 31, 2022, months after our competitors have shut off their networks completely. The date will not be extended again. We’re communicating this again now in order to provide customers plenty of time to complete their migration.”

 

PumpSpy has developed a Wifi upgrade that, once installed on your PumpSpy system, will enable your PumpSpy system to transmit data to our servers once again and permit us to monitor your PumpSpy system. However, until your PumpSpy system is so upgraded, your PumpSpy system will not be able to transmit data and you should not expect any monitoring of your system by us. We will be contacting you with additional information regarding this upgrade as it becomes available. 

Without Verizon’s 3G network your PumpSpy System  <green check>   WILL and  <red x>  WILL NOT:

 

 


Q:

PumpSpy has detected an A/C power failure?

A:

Your PumpSpy unit is not receiving AC power from the outlet. The battery backup system will take over pumping duty, but you should investigate the cause of the problem. When AC power is restored, your PumpSpy unit will send an alert all-clear.

If the power is out throughout your home, your PumpSpy system will automatically switch back to your main sump pump once power is restored. Your system will begin recharging the battery as well.

If power is on in the rest of your house, check the breaker for the outlet the PumpSpy unit is plugged into. If the outlet is a GFCI, try resetting the outlet itself.

If power is available at the outlet (did you test it?) and your PumpSpy system cannot detect AC power, contact support@pumpspy.com. We will inspect your system remotely and make a determination.


Q:

PumpSpy detects the primary sump pump has failed?

A:

The primary sump pump connected to your PumpSpy unit is not functioning. The system will automatically switch over to the backup pump until the issue is resolved. When the primary pump functions properly, your PumpSpy unit sends an alert all-clear.

Check that the switch that activates the primary sump pump can move freely and is not pinned against the basin wall or any of the pumping equipment.

If the pump fails to operate when the switch is activated, call a contractor or plumbing professional to replace the primary pump. Your backup pump will continue to operate until the pump is repaired or replaced. Your backup pump is capable of handling primary pump duty. However, it is not a long term solution. Have your pump serviced as soon as practical.


Q:

PumpSpy is reporting my battery voltage is low?

A:

Your PumpSpy unit monitors your battery level. During an extended power outage, the battery level will drop with cycling of the battery backup pump. You receive alert notifications from PumpSpy when the battery reaches approximately 50% and 25% charge remaining.

You will receive a “Critically Low Battery” alert when the battery has approximately 15% charge remaining. To prevent flooding, you should replace the battery immediately upon receiving the critical alert warning.

You can also check the battery status by logging on to pumpspy.com and checking your system details. Your dashboard will display current battery charge. Your dashboard also indicates if the battery is currently recharging. If your battery fails to reach a full charge, the battery will fail the next system initiated self-test. You will receive an alert from PumpSpy advising you to replace the battery.

When the battery is recharged to normal level, your PumpSpy unit sends an alert all- clear.


Q:

PumpSpy is detecting a high water level?

A:

Your PumpSpy unit will attempt to activate both your primary pump and backup pump when this occurs. There are only two reasons for a high water alert: extreme precipitation is overwhelming the pump system or several components have failed. You would receive several alerts from PumpSpy if components are not functioning correctly. As long as you don’t ignore these alert messages, the only time you will receive a high water alert is from extreme weather conditions. Both pumps operating should keep up with demand until conditions improve. When the water level returns to normal, your PumpSpy unit will send an alert all-clear.


Q:

PumpSpy is reporting the primary pump is running longer than usual?

A:

Your PumpSpy unit always monitors how long your primary pump runs. If your pump runs continuously for over 60 seconds, you receive this alert. This alert indicates that there is a high amount of water entering the system OR the main switch is stuck in the on position. You should investigate this situation. If the system is processing excess water, there is no need for concern. If the pump is not under water and continues to run, try adjusting the switch. If the pump continues to run, you should call a contractor or plumbing professional to replace the switch. When your pump turns off and begins cycling normally, your PumpSpy unit will send an alert all-clear.


Q:

PumpSpy is reporting my primary sump pump motor has an issue?

A:

Your PumpSpy unit monitors the amp draw of your primary pump. The PumpSpy software compares new incoming data against your previous records. If you receive this alert, a significant change is detected. The alert you receive will have specific details on your situation or you can contact support@pumpspy.com.


Q:

What is PumpSpy Technology?

A:

The PumpSpy system installed in your home monitors your complete sump pump system and transmits data to PumpSpy’s custom monitoring software. The software records and analyzes this data to make sure your system is working correctly. If a problem is detected, PumpSpy software sends the appropriate alert via text message and email to you.


Q:

How does PumpSpy prevent my basement from flooding?

A:

PumpSpy will alert you to potential problems before flooding occurs. PumpSpy’s custom software monitors your system for problems. By immediately sending alerts when a problem is detected, homeowners can correct the issue before flood damage.


Q:

How often does PumpSpy test my unit?

A:

PumpSpy sends all systems a self-test command at least twice per week. PumpSpy administrators can initiate additional self-tests as needed. For example, if significant weather conditions are forecast, PumpSpy administrators may initiate a self-test. If any component fails the system self-test, you will receive an alert with details.


Q:

How does the PumpSpy unit in my house connect to the PumpSpy software?

A:

The PumpSpy unit in your house contains a cellular data module, similar to a cell phone. This module connects directly to the PumpSpy software via the internet as soon as the system is powered-up.


Q:

Does PumpSpy use my WI-FI, internet or cell phone connection?

A:

No. The module contained in your PumpSpy unit is pre-configured to connect to the PumpSpy internet network using Verizon’s Wireless’s cellular data connection.


Q:

What kinds of alerts does PumpSpy send me?

A:

The PumpSpy system will send you an alert when it detects an irregular event. Some common alerts are: AC power out, battery level information, heavy pump usage.


Q:

Can I have other people receive my alerts?

A:

Yes. You can have your PumpSpy alerts sent to as many people as you like. You need to know their email address for them to receive emails. To receive text alerts, you will need their cell phone number and wireless provider.


Q:

How do I know when everything is OK?

A:

PumpSpy also will send an “all-clear” message when the condition causing an alert has been corrected. For example, when power goes out, you receive an alert when the power goes out and when power is restored.


Q:

Does PumpSpy work when the power goes out?

A:

Yes. The PumpSpy system automatically switches to battery power in the event of a power failure. The data connection is not interrupted.


Q:

How long does the PumpSpy backup pump run on a battery charge?

A:

In a typical installation, the PumpSpy backup system will cycle about 3,000 times with a fully charged, 75 amp/hr. 12-volt battery. This translates into roughly 15,000 gallons of water pumped. If the backup pump never shuts off during a power outage, the battery will last 6-7 hours. If the backup pump runs once every minute, the battery will last 2 days.


Q:

How can I find out how long it will run in my home?

A:

Your PumpSpy system constantly monitors your battery charge. When the battery has approximately 50% charge remaining, the battery will last roughly the same amount of time that elapsed from power outage alert to 50% level alert (assuming conditions are unchanged). Weather conditions and pump cycle demand is a variable.


Q:

Will PumpSpy work with my existing sump pump?

A:

Yes. Any 120v primary sump pump is compatible with the PumpSpy system.


Q:

Can I use the battery from my old battery backup pump?

A:

PumpSpy recommends installing a new 12V deep cycle SLA or Gel battery (75 amp/hr or greater) when the system is installed. A poorly maintained battery will compromise performance and regularly fail self-tests.


Q:

What’s the warranty on a PumpSpy system?

A:

The PumpSpy system controller and battery backup pump carry a 3 year warranty.

 

EMAIL ANY QUESTIONS OR COMMENTS TO SUPPORT@PUMPSPY.COM