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9
9- TROUBLE SHOOTING GUIDE
Are you having problems with your water heater?
Please call or email our customer service and technical support team for any help you may need.
TOLL FREE 1-(800) 374-8806
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
POSSIBLE CAUSE
SOLUTION
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.
No power or incorrect
wiring.
Make sure the breakers at main electrical panel are ON. You may have a
faulty breaker or unit may be wired incorrectly.
Flow rate is too low /
water pressure is too
low.
Your water heater has an activation flow rate of approximately 0.3 GPM
(1.1 LPM). If your water flow rate is less than this level, your unit will not
activate. Increase the flow rate.
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.
Internal part failure.
Please call us for technical assistance.
Water heater is heating, but the water
temperature is not hot enough.
User temperature
setting too low.
Turn up the temperature setting on the unit.
Flow rate is too high.
Depending on your incoming water temperature and the kW of your heater,
your water flow rate may exceed the physical heating capacity of your
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.
Crossed wires.
If it’s a new installation, have your electrician double check the wiring. Is
possible that the wiring is incorrect.
Voltage less than 240
volts.
The heating elements on your water heater are design for 240 volts. When
used with a lower voltage, they produce less heating power. You may need
to upgrade to a larger input heater.
Mixing too much cold
water.
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
an anti-scald feature on your faucet that is mixing cold water. These types
of faucets can usually be adjusted to reduce the amount of cold water
mixed.
The water temperature at the faucet is
less or greater than the temperature
setting of my water heater.
Voltage less than 240
volts.
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
than 240 volts, it may affect the reading on your water heater’s digital
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.
Anti-Scald
pressure/balancing valve
or tempering valve.
Your faucet may have an anti-scald feature or a tempering valve that
automatically mixes cold water even when you turn your control lever or
handle to full hot. These devices are usually adjustable so you can turn off
the cold mix completely. You can compensate for this by increasing the
setting on your water heater if you need/want hotter water.
Thermal loss due to long
pipe run
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
distance to travel or the pipes are cold. This is normal. You can compensate
for this by increasing the setting on your water heater if you need/want
hotter water.
Water temperature at
the faucet is too hot
Check your flow for too little flow, set point temperature is too high, or
internal part failure. Call us for technical assistance.
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