Question 1

My sensor won’t connect to Wi-Fi. What should I do?

Accepted Answer

Are you on a 2.4 network? When you open up your wifi settings, you will see one network or two networks. If you only see one network, it should automatically join the 2.4 network. If you have two networks, you must join the 2.4 network. It will not work on a 5.0 network.Does your password contain special characters (+$=#%!)? The software struggles with these. You can change your password or follow these steps (2.0 Setup Instructions) to connect directly to the IP address. See Video for instructions Test by putting that same password into a new device. If it works for the other device but not your sensor, proceed to the next step.If you are 100% positive your password is correct (and you have verified this by trying it on another device) your Wi-Fi set up may not be compatible with the EZsalt Sensor. Networks that may cause this issue are some mesh networks and some Wi-Fi repeaters. However, this occurrence is VERY rare. Contact us if this is the case and we will try to troubleshoot the issue with you to resolve it. If we cannot find a solution for you, we will refund your purchase and provide you with a return address to return the sensor to. Keywords; password incorrect, wrong password.

Question 2

How do I reconnect my EZsalt sensor to Wi-Fi?

Accepted Answer

If your Wi-Fi network name or password has changed, or your sensor has gone offline, reconnect it through the EZsalt app.Make sure you are logged in to the account that owns the sensor.Confirm that the sensor is connected to power.Press and hold the button on the side of the sensor firmly for 6 seconds.Open your phone’s Wi-Fi settings and verify that the EZsalt network appears.Return to the EZsalt app and follow the prompts to reconnect the sensor.Select a strong 2.4 GHz Wi-Fi network and enter the verified password.Wait for the app to confirm that the sensor has reconnected.If the EZsalt network does not appear, unplug the sensor, plug it back in, and repeat the 6-second reset.If you still cannot reconnect the sensor after 10 minutes, call or text EZsalt Support at 801-382-9489.

Question 3

Do I need to use a 2.4 network?

Accepted Answer

The answer is yes, mostly... When you open up your wifi settings, you will see one network or two networks. If you only see one network, that means that the networks are combined and it should automatically join the 2.4 network. If you have two networks, you must join the 2.4 network when setting up your sensor. It will not work on a 5.0 network.

But, your phone does not need to be connected to a 2.4 network, it can be on a 5.0. When you set up the sensor, that's when the connection needs to be correct.

Question 4

My 3.0 EZsalt Sensor says it's offline. What do I do?

Accepted Answer

Make sure your EZsalt Sensor is plugged in. We know, silly step. But you would be surprised how many of our support calls are resolved when we find out the sensor was simply unplugged. Before proceeding, please verify that your sensor is plugged into power.

Did you recently make a change to your Wi-Fi network or password? It's good practice to change your Wi-Fi password once in a while, but doing so means you need to give your EZsalt Sensor the new credentials in order to reconnect. The same is true if you switched internet providers or changed the name of your Wi-Fi network.

Make sure that your WiFi signal is reaching the sensor. Your sensor is inside of a brine tank (adding a barrier to the wifi signal) and may not be close enough to the wifi router. To test if this is the issue, follow these steps;
Plug your sensor into an outlet next to your wifi router or in a room where you know the wifi signal is strong.
Open your app, refresh, and see if your sensor is now online. 
If it is online now, then you probably need a wifi repeater. This is our favorite one and is under $20 on Amazon. 
Plug the repeater in in the same room as your water softener and follow the repeater setup instructions.

Still not working? Try a factory reset.
Press down firmly on the button, you will feel a soft click when it is depressed all the way. Hold this until the light is blinking blue.
When done correctly, the LED will blink blue as shown above. If you see red also blinking with the blue, you need to hold the button again until you see only blue blinking.
Once you have established a blue blinking light, open the EZsalt app. If you set up your sensor on EZsaltGo, click this link to reconnect to Wi-Fi.
From the home screen, tap refresh. When it fails, tap on “Reconnect Sensor.”
Follow the app instructions

If you still are having issues after following these steps, please contact us!

Keywords; sensor offline, factory reset, offline alert

Question 5

My 2.0 Sensor Says it's Offline. What do I do?

Accepted Answer

Make sure your EZsalt Sensor is plugged in. We know, silly step. But you would be surprised how many of our support calls are resolved when we find out the sensor was simply unplugged. Before proceeding, please verify that your sensor is plugged into power.

Did you recently make a change to your Wi-Fi network or password? If so you need to give your EZsalt Sensor the new credentials in order to reconnect. The same is true if you switched internet providers or changed the name of your Wi-Fi network. To do this, you must preform a factory reset (detailed at bottom of page).

Make sure that your WiFi signal is reaching the sensor. Your sensor is inside of a brine tank (adding a barrier to the wifi signal) and may not be close enough to the wifi router. To test if this is the issue, follow these steps;
Plug your sensor into an outlet next to your wifi router or in a room where you know the wifi signal is strong.
Open your app, refresh, and see if your sensor is now online. 
If it is online now, then you probably need a wifi repeater. This is our favorite one and is under $20 on Amazon. 
Plug in the repeater into the same room as your water softener and follow the repeater setup instructions.

Do you currently have a VPN set up and active?

How to Factory Reset an EZsalt Sensor 2.0
If you have gone through all of these steps and are still offline,  it may be time to preform a factory reset. In order to factory reset your EZsalt Sensor, you need to plug it into a PC and run a software application. The instructions for this are linked below as video tutorials. If you get stuck, do not hesitate to contact support for help.

Using the USB power cable that was included in the EZsalt Sensor packaging, plug in the sensor to a Windows computer you should hear a chime once plugged in correctly. 
Navigate to www.ezsalt.xyz/reset and download the .zip file found on that page. 
Once downloaded, extract the .zip file in a location that you’ll be able to get back to
Once extracted, there will be two more zip files to extract. Extract those to the same location as the original.
Open the CP210X driver and run the “CP210xVCPInstaller_x64” application. It will open a wizard, just follow the instructions within. 
Open the customer support package and open the Tasmotizer1.2 application. Ensure the “COM” field is populated with a com port. E.i. “com 3”.
Click on the button that says “Open” and select the “tasmotav3.bin” file which can be found in the customer support package folder. 
Click, “tasmotize” and you should see a progress bar appear. Wait for the flashing process to complete and you’re all done!

If you continue to have issues please, contact us!