Troubleshooting Guide

** It is imperative to identify your Faucet model to determine the correct replacement part number(s), as the size and/or number of the replacement part(s) will vary from Faucet model to Faucet
model. Please see your Faucet model’s replacement part list to determine the correct replacement part number(s). Contact MOEN at 1-800-Buy-MOEN or 1-800-289-6636 for further assistance.
7
Problem
Specific Issue
Typical Cause(s)
Possible Solutions
Contacting MOEN
Cartridge
For one-handle faucets only
Replaced the cartridge in MOEN Kitchen
Faucet and the handle will not stay in the
on position
The combination of the weight of
the handle, excess silicone
lubrication, and loose screws can
cause the faucet to self-close. For
models using a handle connector, a
metal washer may be missing or
the connector could be broken.
Faucet with a 1225 cartridge
A. Make sure all screws that hold the handle to the cartridge are screwed tight. If the model features a
handle connector, make sure that the screw going through the connector is secured tightly.
B. Remove any excess silicone lubrication from the cartridge.
C. If the unit features a handle connector, inspect this item for any cracks or wear. If this is broken, a new
handle connector will be needed. Be aware that not all models use the same handle connector.
D. If the cartridge was replaced, check the old cartridge to see if there was a metal washer on the stem.
This will need to be transferred to the new cartridge to correct this issue.
For Further
Assistance,
MOEN U.S.
1-800-Buy-MOEN
(1-800-289-6636)
Faucet with a 1255 cartridge
A. Replace the cartridge.
Faucet with a 4000 cartridge
A. Tighten the cartridge nut or replace the cartridge.
Other
Water comes out of the showerhead
when the tub spout is being used
This is caused by either a restriction
in the system or an installation
issue.
A. Remove the tub spout and inspect for any obstructions that may restrict the water from the spout. Turn
the water on and see if the water comes out of the showerhead; if it does not, the issue is with the tub
spout. If it cannot be freed of any obstructions, then replace the tub spout.
B. Inspect the type of pipe used for the installation. From the tub port of the valve, only ½" Copper or ½"
Galvanized Iron pipe (IPS) can be used. If PEX or CPVC was used from this connection, it will need to be
replaced with either ½" Copper or ½" Galvanized Iron pipe.
C. Measure the distance between the tub spout and the valve. The tub spout can be no less than six
inches and no greater than eleven inches below the valve. If the measurement does not meet these
criteria, it can cause this to occur.
D. There should only be one elbow from the tub port of the valve to the tub spout. If there are multiple
elbows, they will need to be eliminated.
E. If any transitional fittings that might restrict the water flow were used, they will need to be removed.
F. Inspect the valve body. If it was installed upside down, it will need to be reinstalled in the correct
orientation. Many valves will have the word "up" printed on the valve.
G. If this is a two-handle model, then inspect the flow director (diverter) in the valve. Depending on the
location of the water supplies, it may need to be reversed.
Note: If there is no longer any access into the wall, then a volume control valve (MOEN part number
91888) can be installed between the shower arm and the showerhead. This will allow the user to turn the
showerhead on and off at their discretion, however, this will not provide a positive or complete shut off.
To purchase the volume control valve (MOEN part number 91888), please call MOEN at 1-800-Buy-
MOEN or 1-800-289-6636.
Soap Dispenser is not Dispensing
This is caused by a restriction in the
head or a failure in the pump.
A. Remove the head of the soap dispenser by lift it straight up out of the sink. The pump should come
with it. Using a cup of warm water, place the bottom of the pump in the cup of warm water. Manually
pump the dispenser in order the rum the warm water through the unit. This will prime the pump.
B. Check the dispenser head to make sure there is no debris preventing the soap from coming through
the head. Remove any debris. If this cannot be cleaned, the dispenser head will need to be replaced.
C. Check the pump - does it still pump? If it does not, it will need to be replaced. Be aware different
models use different pumps, and these are not interchangeable.