Quick Answer: Hayward’s troubleshooting story splits by cleaner architecture, not just by model name. On robotic cleaners (TigerShark, SharkVac), a healthy power supply outputs 21-25 VDC, and a “communication failure” almost always traces to that voltage range, water in the motor box, or a flotation cord reading outside 0.4-0.8 ohms of resistance. On suction-side cleaners (Navigator Pro, AquaNaut, PoolVac XL), the top cause of “won’t move” isn’t the cleaner at all — it’s a worn foot pad under 1/8 inch thick, ahead of clogged filters or blocked hoses. Below is a symptom-by-symptom breakdown across all three Hayward mechanisms, sourced from Hayward’s own diagnostic documentation and aggregated technician troubleshooting data.
Hayward is the only brand this site covers that sells genuinely different drive mechanisms under one name — our Hayward parts guide already broke down how that splits repairs into three unrelated cost structures. The same split applies to troubleshooting: “why won’t my Hayward work” has a completely different answer depending on whether you own a corded robot, a pump-driven suction cleaner, or a pressure-side TriVac.
Symptom → likely cause, at a glance
| Cleaner type | Symptom | Most likely cause | Fix |
|---|---|---|---|
| Robotic (TigerShark/SharkVac) | Won't turn on | No GFCI power, or failed power supply | Confirm GFCI outlet; test output voltage (21-25 VDC) |
| Robotic | Communication/scanner failure | Bad power supply, water in motor box, or damaged flotation cord | Check voltage, inspect motor box, test cord resistance (0.4-0.8 ohms) |
| Robotic | Not climbing walls | Dirty filter, pool design, or worn traction parts | Clean/replace cartridge filter first |
| Suction (Navigator Pro/AquaNaut/PoolVac XL) | Not moving at all | Worn foot pad (under 1/8in), low flow, or blockage | Check flow gauge, filter/baskets, inspect foot pads |
| Suction | Weak wall-climbing | Low pump flow or pool shape | Clean filter/baskets; confirm flow gauge reads in range |
| Suction | Turbine spins but no traction | Steering/traction fault, not a flow fault | Run the hang test to confirm, then check foot pads |
| Pressure-side (TriVac) | Stuck in corners or on steps | AquaDrive backup sequence or restrictor plate misconfigured | Check handle position and restrictor plate setup |
Robotic cleaners: power supply and charging
TigerShark / SharkVac won't turn on
- Confirm a GFCI outlet. Hayward's robotic cleaners require a dedicated GFCI-protected outlet — not a standard outlet and not an extension cord. Confirm the power supply's On/Off switch illuminates when plugged in.
- Test output voltage. A healthy power supply outputs **21-25 VDC**. If a multimeter reads zero output at the power supply itself, or the cleaner shuts down shortly after starting, the power supply is the prime suspect before the cleaner's internal motor.
- Check the swivel/cable connection. If voltage is present at the power supply but not reaching the cleaner end of the cable, the swivel mechanism where the cord connects to the cleaner is a documented common failure point.
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Robotic cleaners: the “communication failure” / scanner diagnostic
Hayward’s robotic line uses a documented scanner diagnostic to isolate communication faults between the power supply and the cleaner, and it narrows down to exactly three root causes:
- Damaged power supply. Output outside the normal 21-25 VDC range.
- Water inside the motor box. Moisture intrusion disrupts the internal electronics even if the power supply itself tests fine.
- Damaged flotation cord. The cable that both floats the power cord and carries the communication signal should read 0.4-0.8 ohms of resistance end to end; a reading outside that band means the cord has failed internally, even if it looks physically intact.
This is a more specific, model-agnostic diagnostic than a simple “check the power light” step, and it’s worth running through in order before assuming the whole unit needs replacing — a $382.99-$611.99 power supply (see our Hayward parts guide for exact part numbers by model) is a much smaller fix than a new cleaner.
Suction cleaners (Navigator Pro, AquaNaut, PoolVac XL): weak or no movement
Suction cleaner not moving or barely moving
- Check the flow gauge first. Every Hayward suction cleaner ships with an in-line flow gauge — the black disk should sit between the MIN and MAX markings. Flow below MIN means the rest of the checks below won't fix anything until flow is restored.
- Clean the filter and baskets. A dirty filter cuts suction system-wide; backwash or clean it, and empty both the pump basket and skimmer basket.
- Check for a blocked throat. If flow is adequate at the pump but the cleaner still won't move, debris too large for the cleaner's design can partially block the throat opening on the underside of the cleaner head.
- Inspect the foot pads. This is the single most common cause of a "no movement" complaint on Navigator Pro and AquaNaut models — a pad under 1/8 inch thick, or with a visible hole, needs replacing before anything else will help.
- Check for air leaks. A cracked hose or a loose O-ring at any hose connection lets air in and silently reduces flow, even when the pump itself is running fine.
The hang test: to tell a steering/traction problem from a true movement/flow problem, suspend the cleaner in the pool water with the hose still attached and watch the turbine. If it spins normally while hanging free, the drive mechanism works and your issue is traction or steering at the pool floor — go back to the foot-pad check. If the turbine barely turns even suspended in open water, the fault is upstream: flow, filter, or a blockage, not the cleaner’s contact with the pool surface.
These suction-side models run entirely off your existing pool pump with no motor or filter of their own — see our Navigator Pro review and AquaNaut 400 review for full specs on each.
Pressure-side (TriVac): getting stuck in corners or on steps
TriVac cleaners rely on the AquaDrive automatic backup sequence to free themselves from corners, ladders, and steps. If a TriVac is repeatedly getting stuck rather than backing itself out, check the handle position and restrictor plate setup first — both affect how forcefully the backup sequence fires — before assuming a hose kink or worn wheel kit is to blame. Persistent stalling in the same spot after confirming those settings usually points to a worn wheel kit or hose kit; see our Hayward parts guide for verified TriVac part numbers and prices.
Warranty: what’s actually covered before you pay for a repair
Hayward runs three warranty tiers that depend on where you bought the cleaner, not just which model you own:
- Expert Line (brick-and-mortar only): most in-ground products get 3 years parts plus 1 year field labor; Totally Hayward-branded items step up to 3 years parts plus 2 years labor.
- Hayward Rewards (purchased through a Rewards dealer): extends labor coverage further — 3 years parts plus 2 years field labor on standard in-ground products.
- Open Line (online and brick-and-mortar): parts-only coverage, typically 1 year — this is the tier that covers most suction-side cleaners like the Navigator Pro, confirmed against Hayward’s own Open Line product page.
This lines up with the warranty lengths already verified on this site’s individual reviews: the baseline TigerShark carries Hayward’s standard robotic warranty while the TigerShark Plus and QC step up to three years, and the Navigator Pro’s Open Line listing is 1-year parts-only with no labor. Across every tier, Hayward explicitly states it can reject warranty claims on products bought from unauthorized internet sellers — see our warranty claim guide for how Hayward’s process compares to Dolphin, Aiper, Polaris, and WYBOT.
When to contact Hayward support
Once you’ve worked through the checks above for your cleaner type, reach Hayward technical support at 908-355-7995 or find an authorized service center through the dealer locator at hayward.com/dealerlocator. Warranty service specifically routes through the original place of purchase or an authorized Hayward service center — not Hayward’s support line directly — so have your proof of purchase ready.
The bottom line
Hayward’s troubleshooting path depends entirely on which of its three cleaner types you own. Robotic TigerShark and SharkVac owners should start with the power supply (a GFCI outlet and a 21-25 VDC voltage check catch most “won’t turn on” complaints, and a flotation-cord resistance check outside 0.4-0.8 ohms explains most communication failures). Suction-side Navigator Pro, AquaNaut, and PoolVac XL owners should start with the flow gauge and foot pads — a worn pad under 1/8 inch is the single most common cause of a cleaner that won’t move. TriVac pressure-side owners troubleshooting a stuck cleaner should check the handle and restrictor plate setup before assuming a worn part. Comparing models before you decide whether to repair or replace? See our best Hayward pool cleaner guide for the current lineup, or our brand-agnostic pool robot repair guide for the DIY-vs-replace math that applies across every brand.
Troubleshooting steps sourced from Hayward’s diagnostic documentation and aggregated technician troubleshooting data for Hayward robotic and suction-side cleaners, verified 16 September 2026. Contact Hayward technical support at 908-355-7995 for issues not resolved by the steps above.