One of two things is most likely the cause-- phosphates over 200ppm or calcium below 300ppm or both. The Ecosmarte system will not function with the copper below .4ppm, as you understand the main issue.  both are easy to fix, the phosphates are not well covered in the industry yet or in the pool industry generally. Metal remover or scale control put in the pool inadvertently would require two consecutive non-chlorine shocks 24 hours apart to remove as really the only other  possible issue. If you had box or chamber issues you would have virtually no copper. Call us at 1-800-ION SWIM with your numbers, we are in until 11AM on Sat as we are still on winter hours.