---
title: "Pool’nX troubleshooting and FAQ: KNX, Klereo and PoolCop"
description: "Greyed-out button, pool not found, PoolCop key rejected, live values disabled, KNX status missing or command with no effect: causes and checks."
canonical: https://wiki.can-nx.com/en/guides/pool-help/
language: en
product: Pool’nX
audience:
  - administrateur
  - installateur
context: "Can’nX Cloud, Pool’nX window: controller, KNX tables, options, ETS export and temperature control"
---

# Pool’nX troubleshooting and FAQ: KNX, Klereo and PoolCop

Context: Can’nX Cloud, Pool’nX window: controller, KNX tables, options, ETS export and temperature control

Greyed-out Pool’nX button, empty pool list, PoolCop key rejected, live values disabled, status missing from the KNX bus, command with no effect or ETS export blocked: here are the causes and the checks to make in the Pool’nX window of Can’nX Cloud.

## Why is the Pool’nX button greyed out or missing?

Greyed out, it means the gateway is locked: its page shows **Protection mode** **Locked**. Contact the project owner. Missing, it means the product opened is not a Pool’nX: check the name and the **Type** column in the project list. See [open Pool’nX in Can’nX Cloud](https://wiki.can-nx.com/en/guides/pool-access/).

## Why is the Selected pool list empty?

The list comes from the Klereo Connect or PoolCop account saved in **Authentification**: it stays empty without valid credentials. Enter the Klereo Connect credentials or the API key again, then reopen the window. With PoolCop Cloud, a PoolCop added to the account can take five minutes to appear. See [Klereo](https://wiki.can-nx.com/en/guides/pool-klereo-connect/) and [PoolCop](https://wiki.can-nx.com/en/guides/pool-poolcop-connect/).

## What should I do about the “Invalid or expired PoolCop API key” message?

PoolCop Cloud rejects the saved key. Generate a new key at my.poolcop.com/profile, paste it into **Authentification**, then save.

## Why does Live values show disabled?

The table has not received any data from the Pool’nX yet. Check on the gateway page that it is **Online** and that a pool is chosen, then reopen the table. Opening the table sends back the last values read; it does not trigger a new reading.

## Why does a status not reach the KNX bus?

Pool’nX only sends rows ticked **Active** that have an address and a value, after a reading. Check the row in **Pool Status**, save, then wait for the next reading or use the **Update via KNX** address. A missing sensor or an empty alert slot sends nothing. See [the KNX statuses](https://wiki.can-nx.com/en/guides/pool-knx-status/) and [the options](https://wiki.can-nx.com/en/guides/pool-options/).

## Why did addresses disappear after Save?

A filter was active: only the displayed rows are saved. Enter the lost addresses again, clear **Search by name**, click **Disable filter**, then save.

## Why does a KNX command have no effect?

Start with **Last event** in **Pool Commands**:

- unchanged: no write telegram arrived on the address; check the address and the KNX sender;
- updated with a message in **Value**: the command was refused, see [the KNX commands](https://wiki.can-nx.com/en/guides/pool-knx-commands/);
- updated with no message: check that the value is among those accepted by [Klereo](https://wiki.can-nx.com/en/guides/pool-klereo-knx/) or [PoolCop](https://wiki.can-nx.com/en/guides/pool-poolcop-knx/), then wait for the controller’s confirmation, up to about two minutes with PoolCop Cloud.

## Why does a command run although its Active box is unticked?

Pool’nX executes any command whose row has an address. To disable it, clear the address from the row, then save.

## Why does the ETS export download nothing?

A row ticked **Active** has no complete three-level address. Correct it or untick it, save, close the table, then run **Export to ETS** again. See [the ETS export](https://wiki.can-nx.com/en/guides/pool-knx-ets-export/).

## What happens if I change the type of pool?

The whole saved configuration is erased: credentials, chosen pool, status and command addresses, options and temperature control. Note it down before confirming.

## Why does temperature control not switch anything?

Check **Enabled**, the **Setpoint**, **Current Temperature** and **Control** addresses, and that the temperature has left the range defined by the hysteresis. See [temperature control](https://wiki.can-nx.com/en/guides/pool-temperature-control/).

## Contact support

If the problem persists, write to support@can-nx.com stating the gateway name, the type of pool, the table and row concerned, the message displayed and the attempts made. Never send a password or an API key.

French labels: **Mode de protection**, **Verrouillé**, **Piscine selectionnée**, **Authentification**, **Valeurs en direct**, **Désactivé(e)**, **Statuts de la piscine**, **Commandes vers la piscine**, **Dernier évènement**, **Desactiver le filtre**, **Exporter vers ETS**.