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AP18733 REV. 3.2.17
76
Table 30 – Troubleshooting Chart
TROUBLESHOOTING CHART
PROBLEM POSSIBLE CAUSES POSSIBLE REMEDIES
No electrical power to the
water heater
1. Is the plug on the power supply cord unplugged from the
electrical outlet?
2. Is electrical panel’s 10 Amp circuit breaker tripped?
3. Is the fuse on the circuit board good?
4. Is there a power outage to the home?
1. Reset the plug.
2. Reset the circuit breaker.
3. If the display panel is blank, unplug the unit or contact an
authorized service technician.
4. Contact the power company.
No water available when a
faucet is opened
1. Is the water supply valve shut off at the meter
(do cold water faucets work)?
2. Is the water supply valve near the unit open?
3. Is the water pipe frozen?
4. Is an error code ashing on the display panel (leak
detected)?
1. Open the closed supply valve.
2. Open the water supply valve.
3. Turn OFF the unit, close all water valves and the gas valve.
Contact an authorized service technician.
4. Refer to error code information and contact an authorized
service technician.
Hot water is not available
when the faucet is opened.
1. Does the water heater have power (plugged in)?
2. Is the water heater turned ON?
3. Is an error code ashing on the display panel?
4. Is the gas supply valve open or shut off at the meter
(do other gas devices work)?
5. Has the ow sensor failed?
1. Restore electrical power to the unit.
2. Press and hold the Power button to turn the unit ON.
3. Refer to the Diagnostic and Error Codes section in this
manual.
4. Open the gas supply valve.
5. Check ow sensor.
The water temperature is
not hot enough or turns
cold during use.
1. Is the faucet open enough to draw at least 0.6 gallons
(2.3L) per minute through the water heater?
2. Is an error code ashing on the display panel?
3. Is the outlet water temperature set too low?
1. Open the faucet to allow more water ow.
2. Refer to the Diagnostic and Error Codes section in this
manual.
3. Adjust the outlet water temperature (refer to the procedure
in this manual).
It takes a long time before
hot water ows from the
faucet.
Is the faucet some distance from the water heater?
a. Allow time for the cold water already in the pipes to ow
from the faucet.
b. Have recirculation valves and/or plumbing return line(s)
installed and program the unit for recirculation mode.
The water is not hot
enough.
Is the water temperature set too low? Adjust the temperature setting.
The water at the faucet is
too hot.
Is the water temperature set too high? Adjust the temperature setting.
A fan can be heard even
when the unit is not
operating.
1. The fan continues to operate after the burner shuts off to
clear the exhaust vent of combustion gases.
2. The fan may run to help prevent freezing.
1. This is normal operation – no action is required.
2. Protect the water heater from freezing temperatures or shut
off and drain the unit.
White “smoke” can be
seen coming out of the
exterior exhaust gas vent.
Depending on the outside temperature, water vapor can be
produced as the exhaust is vented.
This is normal operation – no action is required.
DIAGNOSTICS AND SUGGESTED CORRECTIVE ACTIONS
The water heater control is able to record information about the water heater’s condition at the time of the ten previous faults or errors.
This information is available to view in the Installer Mode under the History screen. The following screens may be displayed when reviewing
the water heater history. The table below also includes diagnostic information and possible corrective actions.
Display Condition Diagnostic Possible Corrective Actions
Nothing appears on the
display control panel but
the fan runs at full speed
Control is not
receiving power
Check wiring for short circuit or incorrect wiring
Correct wiring per wiring diagram including
connection of transformer to the control
Check transformer connection to the control
per wiring diagram. Check for 14V output of
panel wire
Push the Power button on the control panel
Nothing appears on the
display control panel and
no other water heater
components are operating
Control is not
receiving 120V
power
Ensure service switch and/or circuit breaker to
water heater is turned ON
Turn on service switch or circuit breaker to
power water heater
Is there 120V at the service switch
Troubleshoot and correct the power supply to
the manual switch
Is the ON/OFF switch inside the water heater
cabinet is turned on
Turn ON the manual power switch inside the
water heater cabinet
TROUBLESHOOTING
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