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9 TROUBLE SHOOTING GUIDE
Please call or email our customer service and technical support team for any help you may need.
The following table represents some of the most common technical support questions we receive. Before calling
us, please read thoroughly to see if your question or problem is addressed.
PROBLEM
Water heater is not heating at all (water
is flowing but the unit is not heating
the outgoing water temperature is the
same as the cold water supply) the
digital display does NOT light up.
Water heater is not heating at all (water
is flowing but the unit is not heating
the outgoing water temperature is the
same as the cold water supply) The
digital display DOES light up.
Water heater is heating, but the water
temperature is not hot enough.
The water temperature at the faucet is
less or greater than the temperature
setting of my water heater.
Are you having problems with your water heater?
TOLL FREE 1(800) 3748806
POSSIBLE CAUSE
No power or incorrect
Make sure the breakers at main electrical panel are ON. You may have a
wiring.
faulty breaker or unit may be wired incorrectly.
Flow rate is too low /
Your water heater has an activation flow rate of approximately 0.3 GPM
water pressure is too
(1.1 LPM). If your water flow rate is less than this level, your unit will not
low.
activate. Increase the flow rate.
Internal part failure.
Please call us for technical assistance.
User temperature
Turn up the temperature setting on the unit.
setting too low.
Depending on your incoming water temperature and the kW of your heater,
your water flow rate may exceed the physical heating capacity of your
Flow rate is too high.
water heater. Reduce the flow rate by installing a Flow Regulator. Use the
chart in section 6 to find out which flow regulator works best for your
particular heater.
If it's a new installation, have your electrician double check the wiring. Is
Crossed wires.
possible that the wiring is incorrect.
The heating elements on your water heater are design for 240 volts. When
Voltage less than 240
used with a lower voltage, they produce less heating power. You may need
volts.
to upgrade to a larger input heater.
You do not need to mix as much cold water with your tankless water heater
compared to when you use a conventional water heater. You may also have
Mixing too much cold
an antiscald feature on your faucet that is mixing cold water. These types
water.
of faucets can usually be adjusted to reduce the amount of cold water
mixed.
The computer chips in your tankless water heater are programmed with the
expectation that your incoming line voltage is 240 volts. If you have less
Voltage less than 240
than 240 volts, it may affect the reading on your water heater's digital
volts.
display and cause it to read slightly higher than the actual output
temperature. To compensate for this, increase the setting on your water
heater if you need / want hotter water.
Your faucet may have an antiscald feature or a tempering valve that
AntiScald
automatically mixes cold water even when you turn your control lever or
pressure/balancing valve
handle to full hot. These devices are usually adjustable so you can turn off
or tempering valve.
the cold mix completely. You can compensate for this by increasing the
setting on your water heater if you need/want hotter water.
As the hot water from the heater runs through the hot water delivery
system to your faucet, some heat will be lost especially if it has long
Thermal loss due to long
distance to travel or the pipes are cold. This is normal. You can compensate
pipe run
for this by increasing the setting on your water heater if you need/want
hotter water.
Water temperature at
Check your flow for too little flow, set point temperature is too high, or
the faucet is too hot
internal part failure. Call us for technical assistance.
SOLUTION
9
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