Here are the most frequently asked questions. If we have not managed to answer yours, do not hesitate to contact us.
* Any reference to the only term “AKWA” means the water leak prevention and detection product “AKWA Technologies”, while any reference to the whole terms “AKWA Concierge” means another product from AKWA Technologies Solutions inc.
What are you looking for?
I have questions about the product (already a client).
I would like to know more about the product.
I would like to know more about the technical aspects.
How many sensors can be connected at most?
You can connect up to 16 sensors to an AKWA* System if Zone 4 is unused for a motion detector. Otherwise, you can connect up to 12 sensors.
Where should I place a sensor?
A sensor should be placed near all potential leak sources. For example, the dishwasher, toilet, washing machine, faucet, etc.
Is there a cable designed to also detect leaks?
Yes, you could install a twisted-pair cable that connects to the sensor. This cable is a sensor in itself; it will detect any leak as soon as it comes into contact with water.
What should I do with a sensor/twisted-pair cable that was immersed in water?
First of all, stop the leak. Once the leak is taken care of, silence the alarm on the controller. You can then dry off the sensor and test it to ensure its proper function.
What is the sensor’s purpose?
A sensor is designed to detect a potential water leak. Once a leak is detected, it will send a warning signal to the controller, which will shut off the main water valve.
What is the twisted-pair cable’s purpose?
A twisted-pair cable is connected to a sensor, which sends the signal to the controller when a leak is detected.
How can I test the sensor for proper function myself?
Simply wet your fingers and place them on both metal screws under the sensor; an alarm should go off. Or use a metallic object, like a kitchen knife or a screwdriver, and place the metallic part on both screws simultaneously.
How can I make sure a sensor is still functioning properly once I have replaced its batteries?
You can always test the sensor by wetting your fingers and placing them on both metal screws under the sensor; it will sound off an alarm if it is functional.
How much water does it take to trigger the sensor?
As soon as the sensor’s two metal screws come into contact with water, it will signal an alarm.
Can I add sensors myself?
You can currently add sensors by pressing the “P” [Program] button on the controller and selecting the zone that is free. Use a metallic object (like a kitchen knife or a screwdriver) and touch the two metal screws simultaneously within 30 seconds; the controller will then sound off a signal when the sensor is synced.
Once a leak is detected, is it possible to find out which sensor detected the problem?
No, it is impossible to find out which sensor detected the problem, but the controller will indicate which zone detected the leak. The customer should then refer to the configuration sheet received during the installation to identify the sensors that were installed in that specific zone.
How many valves can I install?
You can install up to two valves.
How can I reopen the main water valve after a leak was detected?
Press the “RESET” button on the controller to reopen the automated valve electronically.
How can I make sure the valve is closed?
You can check this by using any water source in the home (e.g., a kitchen faucet). If the water does not run out, this means the valve is closed.
How can I make sure the valve is open?
You can check this by using any water source in the home (e.g., a kitchen faucet). If the water runs out, this means the valve is open.
How can I shut off the automated valve electronically?
Press the “CLOSE” button once on the controller; a red light will start blinking and then remain steady.
How can I manually open/close the automated valve?
You will need a clamp or a slot screwdriver to pull out the white button located on the top of the valve. Then, use a clamp or your fingers to turn the button. You will see a red line change position on the screen located on the top of the valve. When the red line is perpendicular to the valve, this means the valve is closed. If the line is parallel to the valve, this means the valve is open.
Please note: if the red line does not move position, this means the white button was not pulled out enough.
How do I replace a sensor’s batteries?
Press on both sides of the lid. This will enable you to remove the compartment lid that covers both batteries. We recommend the Duracell Quantum brand.
How do I know if the batteries are weak?
On the controller, the LED light associated with one of the four zones will blink, and an audible signal will sound every 10 seconds.
The controller will interpret this signal as weak batteries OR a signal loss (i.e., a lost/stolen OR non-visible sensor). Firstly, identify the targeted zone and sensors and then press RESET (equivalent to a snooze mode). Secondly, change the sensor’s batteries located in the targeted zone and press RESET twice to confirm the batteries have been replaced.
How long does a battery last?
We cannot say precisely how long a battery will last, so we suggest replacing the batteries every four years.
How can I reboot the AKWA* System?
You can reboot the AKWA* System by unplugging the wire under the lithium battery plugged into a 110 V outlet. Wait for 5 seconds, reconnect and then reboot the system.
I keep hearing an audible signal every second. One of the four lights is blinking (zones) and the valve is closed (CLOSED status). What does this mean, and what should I do?
This indicates the controller has detected a leak, and a command has been given to the valve to turn off the water supply. Press RESET, and if the sensor is dry, the valve will reopen, the sound signal will stop, and the blinking LED light of the affected zone will turn off. If, however, a leak is still present after the RESET button is pressed, the audible signal will stop, but the valve will remain closed. It will then be possible to see in which zone the leak is located; the damage will have to be dried off and the problem solved before you can press RESET once again to open the valve.
On the controller, I see the four lights on the bottom blink every 10 seconds, without any beeping sound. What does this mean?
When the four bottom lights are blinking, this means the system is working and active. This is normal and means that everything is functioning properly.
On the controller, I see the four lights on the bottom blinking without any beeping sound. In addition, the light associated with Zone 4 is also blinking at the same time. What does this mean?
When the four bottom lights are blinking, this means the system is working and active. However, if you have opted for a motion detector, the LED light associated with Zone 4 will also blink along with the other lights at the bottom of your controller.
Why am I unable to receive an email notification when a water leak is detected?
First of all, check if the red light is blinking on the WiFi module. If this is the case, the module is communicating properly with the wireless network. However, if the red light is not blinking, this means the WiFi module is not connected to the wireless network and you will have to set it up (see the instruction manual provided as a reference on how to configure the WiFi module).
If the red light is in fact blinking, you can trigger an alarm by simulating a leak with a sensor. Once the red light remains steady on the WiFi module, this confirms the leak was detected, the notification was sent to the cloud storage and the AKWA* components are functioning normally.
That being said, we have noticed that for some email providers (e.g., Hotmail or Outlook), email notifications sometimes end up in the junk mail (spam), or the emails simply do not reach their destination. These restrictions have nothing to do with the AKWA* System or the local internet connection, but with the spam and filter settings managed by these email providers. We recommend using Gmail or other less restrictive providers. Among other things, Gmail allows you to redirect emails to your Hotmail or Outlook account.
When a leak is detected, is it possible to receive an email/SMS?
Yes, you can receive an email/SMS if the AKWA* System detects a leak. This system enables you to enter one or more email/SMS addresses; a notification will then be sent to these contacts.
How long does it take before I receive an email/SMS notification?
You should receive an email/SMS within 1 to 3 minutes after a leak is detected.
Is it possible to test the email/SMS notification service?
A leak can be simulated to test the email notification service. This will allow you to see how long it takes to receive an email/SMS.
Is it possible to have multiple email/SMS addresses configured?
Yes, you can enter a list of six email/SMS addresses in total.
We strongly suggest, when configuring your email/SMS addresses, to enter the email address of at least another person who could also intervene in case of a leak (family member, friend, maintenance manager, etc.).
What are the system’s maintenance requirements?
The complete system does not require any particular maintenance; apart from ensuring the system is plugged in, changing the batteries every four years, and replacing the lithium battery plugged into the 110 V every 10 years.
Power and internet outages
What happens with the leak detection system when there is a power outage?
In the event of a power outage, the rechargeable battery will keep the AKWA* System operating for a period of 8 hours. The battery charge has enough power to keep the system running during power outages that generally last for a period of 2.5 hours or less.
During a power failure, the AKWA* System will continue operating, and running water will still be available. During such a power outage, the controller will continue monitoring the risk of water damage.
If the power outage lasts more than 8 hours, the system will close the valve and will have to be reopened manually when the power returns.
What happens when your internet connection cuts off?
If the internet connection cuts off, the system will continue working normally and will shut off the valves automatically when a leak is detected. However, email notifications are disabled. The system will keep a record of the unsent messages during the internet outage and will resend them once the service returns.
As I was taking my shower or washing my hands, the water just stopped running unexpectedly and this same incident repeated itself every 12 hours thereafter. What explains this situation?
If your home does not have a motion detector, and inadvertently, the technician inserted a plastic jumper (Napoléon) into the controller (bottom port on the right side), the controller will automatically reserve Zone 4 for the motion detector. So, by default, the controller will give the command to close the valve every 12 hours. Removing the temporary connection (jumper) will cancel the preset 12-hour cycle.
I just got home and although there is no signal or anything unusual with the controller, there is no more water running when I turn on the faucet. What should I do?
First off, if you have a motion detector, make sure it is functioning properly. In short, walk in front of the detector. If it blinks, this means it was able to detect you. Important: if the battery of your motion detector is weak, the valve will close automatically after a 12-hour period. Therefore, if you notice the detector is not blinking when prompted, be sure to replace its battery. Secondly, press the OPEN button on the valve to turn the water back on.
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