This section describes how to diagnose and resolve most issues that may come up when using the PQ-200w and the PQ Monitor App. Sections are categorized by type and are not a reflection of “most common” or “order of importance.”
Common Troubleshooting Practices
Below are common practices that can fix most errors that occur when using the PQ-200w Water Quality Tester or the PQ Monitor App. These are not specific to any issue and performing these steps may not resolve an issue. Refer to the rest of the troubleshooting guide for any issues you may encounter.
1. Reset the tester device by pressing and holding the tester button for 15 seconds.
2. Remove the cartridge from the tester base and verify all orange/red plugs from shipping have been removed.
3. Remove the cartridge from the tester base and carefully clean the PCB connector.
4. Check for app updates with your mobile device’s app store.
5. Check the device for firmware updates (tester needs to be synced to a mobile device with service).
6. Reset the mobile device that is running the PQ Monitor App.
7. Delete and re-install the app from your mobile device.
Account Creation Troubleshooting
| Problem | I have an account, but I cannot log in. |
| Solution | 1. A confirmation email is sent to the user and must be accepted before logging in.
2. Try resetting your password using the Forgot Password button on the Login screen. |
| Problem | I signed up, but never received a confirmation email. |
| Solution | 1. Check your spam folder to see if the email is in there
2. Try creating your account again. It is possible there was a typo in the email address. |
| Problem | What is a Group Code and where do I get one? |
| Solution | If you are joining an existing group, you need to get the Group Code from an existing member.
It is recommended to have an Admin send you an invite. If your company has not yet registered, a designated person to be deemed Account Administrator will need to fill out the New Contact Form and submit it to Badger Meter. |
| Problem | When I log in, some features are disabled and it states I need to be registered with a company/group. |
| Solution | This means your account was created successfully but is pending administrator approval. Contact your group administrator and ask them to approve you. |
PQ Monitor App & Webpage Troubleshooting
| Problem | I can’t find the app in the app store. |
| Solution | Your operating system may be out of date. For Apple, iOS 14 or greater is required. For Android, OS V13 or greater is required. |
| Problem | I can’t add a new location, the confirm button is grayed out. |
| Solution | The only required field to create a location is the name field (below the map). |
| Problem | When reviewing test results, some parameters are missing. |
| Solution | There are three things that can cause this to happen:
1. Parameters have been Deactivated in the Settings > View & Edit Parameters menu. If this is the case, changing the parameter to Active will make the parameters appear in old test results. 2. A testing cycle used to calculate this parameter was turned off. Check under Settings > Preferences if any of the Free Chlorine, Total Chlorine and Chloramines or Alkalinity sliders are disabled. If this is the case, enable the option and re-run the test. 3. An internal verification step within the unit didn’t pass so these parameters couldn’t be calculated. If the above 2 points are not true, this is what happened. In which case: a. Remove the cartridge from the tester base. |
| Problem | The app froze while running a test. |
| Solution | This can occur when the screen locks out or if you are cycling apps on the device running PQ Monitor, or if you are navigating to other sections within the app.
This is just a lost connection between the tester and the app. However, the tester runs independently of the app. After the test is completed, simply re-connect to the device within the device menu to obtain test results. |
| Problem | I do not see my latest test in the Test Results section. |
| Solution | The PQ-200w tester runs independently of the app, even if the test was initiated from the app. Tests that are completed without connection to PQ Monitor are saved in the cartridge memory. One or many tests can be retrieved by syncing to the tester.
1. If a test or calibration is currently running, wait for the test or calibration to complete and return to an idle state (button LED is off, not blinking green or blue). 2. Connect to the device through the Device menu. 3. If a successful connection is made, a prompt will appear indicating that test and/or calibration results are downloading. 4. Once this has been completed, test results should appear in the Test Results menu. |
| Problem | I tried to initiate a test, but the app said the device needed calibration. After running a calibration and trying again, I got the same result. |
| Solution | The calibration failed and timed out, try:
1. Unplug the cartridge and inspect the PCB connector for any signs of damage or corrosion. 2. Clean the electrical connector. 3. Verify the orange plugs installed for shipping are removed. 4. Plug the cartridge back in. 5. Press the button, the light should turn blue indicating it needs to be calibrated. 6. Press the button again to start the calibration. 7. Press the cartridge tightly into the device body for the first ~30 seconds of the calibration. |
| Problem | I tried to initiate a test, but the app said the device needed calibration. After confirmation, I was prompted with a red operation failed screen. |
| Solution | 1. All available calibrations in the tester cartridge may have been used. This can occur if multiple calibrations are performed in a single day.
2. Battery may be low. If the battery indicator light is blinking red, plug in the tester and try again. 3. There may be a hardware error. Reset the device by pressing the test button for 15 seconds. Disconnect the cartridge from the base, clean the PCB connector, re-insert the cartridge, then try again. |
| Problem | I’m trying to connect to a tester through the app, but I am not seeing it in the list of available devices. |
| Solution | 1. Plug in the tester to make sure that it has charge.
2. Verify that the device is not already connected to another person’s mobile device. Bluetooth® connections are P2P and only allow one communication link at a time. 3. Make sure Bluetooth® is enabled and in discovery mode on your mobile device that is running the PQ Monitor App. 4. Reset the tester device by pressing and holding the tester button for 15 seconds. 5. Reset the mobile device running the PQ Monitor App. 6. Check if there is an app update in your mobile device’s app store. |
| Problem | I no longer see my tester in my list of available devices for testing. I used it before, but it’s no longer there. |
| Solution | 1. It is possible that someone in your group has either intentionally or accidentally deleted the device within your group.
Simply add the device again through the device menu. Make sure your mobile device running the PQ Monitor App has Bluetooth® enabled first. 2. It is possible that someone in a different group added the device to their device list. Tester devices can only be in one group at a time. If another group has the device, they will need to delete it before you can connect. |
| Problem | The app is failing to connect to a tester device within the saved device list. |
| Solution | 1. Plug in the tester and make sure that it has charge.
2. Check if anyone else nearby and within your group is already connected to it. 3. Reset the tester device by pressing and holding the tester button for 15 seconds. 4. Reset the mobile device running the PQ monitor app. 5. Delete the device from within the app and re-add it. |
| Problem | When connecting to the tester device, the app is reporting reading/writing errors. |
| Solution | 1. Check if there is an app update in your mobile device’s app store.
2. Reset the mobile device running the PQ Monitor App. 3. Reset the tester device by pressing and holding the tester button for 15 seconds. |
PQ-200w Tester & Cartridge Troubleshooting
| Problem | Immediately after calibration, the button indicator light illuminated red. |
| Solution | This is an indication that the calibration failed, try:
1. Unplug the cartridge and inspect the PCB connector for any signs of damage or corrosion. 2. Clean the electrical connector. 3. Verify the orange plugs installed for shipping are removed. 4. Plug the cartridge back in. 5. Press the button, the light should turn blue indicating it needs to be calibrated. 6. Press the button again to start the calibration. 7. Press the cartridge tightly into the device body for the first ~30 seconds of the calibration. |
| Problem | A brand new cartridge arrived with water inside the packaging. |
| Solution | If it is a small amount (comparable to humidity condensation), this may be ok. Make sure the electrical connector is fully dried before calibrating the cartridge.
If the amount of water seems beyond humidity condensation, it is possible something broke in shipping and the cartridge will need to be replaced. |
| Problem | There is a small amount of residual liquid inside the sample and waste vial cavities after I complete a test. |
| Solution | This is not an issue. It can happen and doesn’t pose a large issue. If the sealing surface between the vial and vial cap are wet, it can create an unintentional leak path.
Simply remove the vials and soak up the pooled liquid from the cavities with a dry cloth or paper towel. Soak up any liquid on the outside of the vials as well, then reinsert them into their respective locations. |
| Problem | The LED light turns red immediately after I press the tester button. |
| Solution | There are three things that can cause this:
1. The cartridge has expired. 2. All tests or calibrations have been used. 3. Communication issue between the cartridge and tester base. Recommended Steps: 1. Check to see if the cartridge has expired by reviewing the expiration date on the serial label or within the app in the Devices menu 2. Remove the cartridge from the tester base, clean the PCB connector and re-insert it back into the tester base. 3. Reset the device by pressing and holding the tester button for at least 10 seconds. 4. Make sure nothing is prohibiting the cartridge from fully seating into the tester base. |
| Problem | The tester device is plugged into a wall outlet, but the charging indicator light does not turn on. |
| Solution | 1. Be sure to use the provided wall plug and power cord 2. Inspect the wall plug and power cord for potential damage. If any is visible, seek replacement parts.
3. If the tester has recently died, allow 5-10 minutes to get out of a “low state”. (like when a phone dies, it doesn’t boot up instantly). 4. Reset the device. |
| Problem | My device has been charging for more than 3-4 hours, but the charging indicator light is still yellow. |
| Solution | 1. Try to reset the device by pressing and holding the tester button for 10-15 seconds.
2. Use the tester as normal. The charging circuit learns the limits and will adjust after a few charging cycles. |
| Problem | I am not getting chlorine readings even though this option is enabled as a test parameter in the configuration. |
| Solution | 1. If available, use compressed air to blow out the port in the tester base that the PCB connector inserts into. Re-insert the cartridge and re-test.
2. Review the tested result for conductivity. If the test result for conductivity shows no value, there may be an issue with the test cartridge. 3. If the above two steps do not work, contact the Technical Support team. |