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20 49-6000245 Rev. 0
Troubleshooting
Before you call for service....
Save time and money! Review the chart below first and you may not need to call for service.
CAUTION
For your safety, DO NOT attempt to repair the gas control/thermostat, burners, gas pipes, vent pipes
or safety devices. Call a qualified service technician for repair or replacement.
Problem Possible Causes What To Do
OPERATION AND PERFORMANCE
Condensation New water heater filled for the first
time
• This is normal. The condensation will resolve after the water is heated.
Moisture accumulating from
combustion process
• This is normal and will resolve with time. Excessive moisture can extinguish the
pilot light.
Undersized water heater • Use a water heater with the capacity to meet your household’s needs.
Not enough or no hot water Demand exceeds capacity of water
heater
• Allow the water heater to recover after high demand.
Low gas pressure • Check gas supply and manifold pressure.
Pilot light outage
• Check the pilot light through the sight glass. If needed, relight according to
instructions in Lighting and Shutdown, page 7.
Water temperature set too low • Refer to Temperature Control and About the Gas Control/Thermostat, pages
8-9.
Open or leaking hot water faucet • Confirm that all faucets are closed and not leaking.
Resettable thermal cut-out device
activated
• Call a qualified service technician.
Water is too hot Water temperature set too high
• See Temperature Control and About the Gas Control/Thermostat, pages 8-9.
Gas control/thermostat defective • Call a qualified service technician to replace the gas control/thermostat.
Yellow flame or soot Scale accumulated on burner • Call a qualified service technician to clean the burner.
Ventilation or combustion air
restricted
• Remove any obstruction from the vent pipes and combustion air inlets. See
illustration on page 16.
Ventilation or combustion air
insufficient
• Proper air supply and ventilation are essential to the safe, effective operation of
this water heater. See Air Supply and Ventilation, page 15.
Pilot burner will not light Air in gas line
• Call a qualified service technician to clear air from the gas line.
Pilot burner clogged • Call a qualified service technician to clean or replace the pilot burner.
Pilot burner tube clogged or restricted • Call a qualified service technician to clean or replace the pilot burner.
Gas control/thermostat knob not
depressed when attempting to light
• See Lighting and Shutdown, page 7.
Pilot burner will not stay lit
after gas control/thermostat
knob is released
Thermopile disconnected • Confirm that the thermopile wire connectors are firmly attached to the gas
control/thermostat. See illustrations on pages 13 and 24.
Thermopile defective • Call a qualified service technician to replace the thermopile.
Safety magnet defective • Call a qualified service technician to replace the gas control/thermostat.
Gas control/thermostat’s gas shut-off
device activated
• Call a qualified service technician to replace the gas control/thermostat.
Resettable thermal cut-out device
activated
• Call a qualified service technician to inspect the resettable thermal cut-out
device.
Pilot burner lights, but main
burner will not stay lit
Resettable thermal cut-out device
activated
• Call a qualified service technician.
OTHER
Rumbling noise Mineral buildup in water tank • Drain and flush the water tank. See Water Tank, page 11.
T&P relief valve popping or
draining
Pressure buildup caused by thermal
expansion
• Must be corrected. Call a qualified service technician or plumber. DO NOT plug
the T&P relief valve.
Water dripping down surface
of water heater
Water pipes or connectors leaking • Tighten loose connectors. This should be done by a qualified service technician
or plumbing contractor.
Hot water has rotten egg or
sulfur smell
Certain water supplies with high
sulfate content will react with the
anode rod that is present in all water
heaters for corrosion protection of
the tank
• The odor can be reduced or eliminated in most water heaters by replacing
the anode rod with less-active material rod. In some cases, an added step of
chlorinating the water heater and all hot water lines may be necessary, contact
your local water professional or plumber for options and instructions.
Go to GEAppliances.com/waterheater for information on purchasing this
replacement anode rod. A qualified servicer or plumber should do this
replacement. Use of a non-GE Appliances approved anode rod, or operating
the water heater without a GE Appliances approved anode rod will VOID the
warranty.
• In certain cases, increasing the tank temperature to 140°F (60°C) can reduce
this odor issue. See the Water Temperature Adjustment section, page 5, for
safety information. Installation of temperature limiting valves can be used to
reduce risk of scalding.
TROUBLESHOOTING
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