If your Purezone stops performing daily water measurements, you should first check Supply Levels and Battery Strength before proceeding to the step to clean the Purezone optical windows.

Supply Levels

• Launch the app and scroll down to Supply Levels and Battery Strength 
• If Supply Levels show 0 left, it is time to change the cassette.
• Always check to see that the unit has a cassette inserted and that the cassette is fully inserted
• Note:  After you insert a new cassette, be sure to go to App, tap on Replace Cassette and select "Replaced".  Supply levels will be updated in the App after the next scheduled water measurement.

Battery Strength

• Check the Battery Strength.  The battery icon should show 50% or higher.  Weak batteries may not be able to power the motor that turns the pads in the Purezone Cassette causing "Measurement failed" errors.
• Winter usage:  If you choose to keep your Purezone in the spa during the winter when the outdoor temperatures may dip into the 50's or 40's, you will need to charge the battery pack more frequently.  
• Important:  You must remove the Purezone from the spa and bring it indoors if spa water temperatures will approach freezing levels.  Exposure of the Purezone to freezing temperatures will damage the device and invalidate the Warranty.

Optical Window obstructed

Water measurements can also stop if debris or contaminants are blocking the optical window of the Purezone lab unit (suspended in the spa water) preventing the unit from reading the pads correctly. This usually happens in spas that are not always covered. 

The obstruction is usually caused by small debris, flowers, pollen, fine particulate matter, twigs, bugs, leaves or other debris or contaminants in your spa.  The obstruction can also occur if spa bathers use body oils or suntan lotions. 

Perform the following troubleshooting: 

1. Remove the Purezone from the spa
2. Ensure that the spa is clean - without any debris.  If there is debris, clean it out of the spa before proceeding.  If your spa periodically fills with small debris, i.e. flowers from flowering trees or bushes, you will need to check occasionally to ensure that there is no debris or the device may stop measuring.  
3. Remove the cassette from the Purezone lab unit
4. Check the bottom of the lab unit for any debris.  If there is any debris, remove it 
5. Using a clean cotton cloth dampened with water, wipe the optical window(s) clean
6. Replace the cassette so that it is fully inserted
7. Replace the Purezone in the spa ensuring that the metal strip (Flow / Temperature sensor) on the lab unit is completely submerged in the water

Ensure the spa water is circulating on and do a "Measure Now" in the app.  If you are within 6-10 feet of the Purezone, the measurement will complete in about 13 minutes.  If you are not within 6-10 feet of the Purezone, the measurement will complete in about 45 minutes.

If you have completed the above troubleshooting steps, and are still experiencing problems with daily water measurements, there may be a problem with your device, click here to submit a Support Request

Purezone Optical Windows