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.
5
Problem
Specific Issue
Typical Cause(s)
Possible Solutions
Contacting MOEN
Functionality
Pulldown wand “falls” out of spout
The hose weight is out of position,
the docking collar is broken or the
hose has yet to be calibrated
A. Check the location of the hose weight. Some models will have white or yellow indicator mark on the
hose. It is recommended the weight be installed between the start of the loop curvature and this mark. If
your model does not have a white or yellow mark, then install the weight anywhere between 4" to 8" up
from the start of the loop curvature. For optimal performance, maintain an 8"x8" clear area for the hose
and weight to travel, free of any moveable items (bottles, cleaning supplies, etc.).
Note: The weight might need to be repositioned higher on the hose if non-moveable pipes or other
fixtures are interfering with the hose or weight.
B. Inspect the docking collar. This will typically be a black plastic piece at the end of the spout where the
wand should reside. If this is broken, it will need to be replaced. Different models use different docking
collars, so make sure the model number is determined when replacing.
C. If this is a new installation, the hose will need to be calibrated. This will occur after once the hose is
used and filled with water repeatedly of the course of a few days.
For Further
Assistance,
MOEN U.S.
1-800-Buy-MOEN
(1-800-289-6636)
Pullout or Pulldown wand will not divert
between “stream” and “spray” modes
The diverter within the wand is
malfunctioning
A. Replace the wand.
Spout is difficult to rotate
This is caused by debris and/or an
impaired o-ring inside of the spout
Non-Pullout or Non-Pulldown Models
A. Remove the spout and lubricate the spout o-rings with silicone-based grease (Moen part number
99915, included with o-ring kits). Or, to purchase the silicone-based grease (MOEN part number 99915),
please call MOEN at 1-800-Buy-MOEN or 1-800-289-6636. Do not use plumber's grade faucet grease,
silicon sprays or any lubricant that may contain petroleum. Petroleum-based lubricants may react with the
rubber seals and cause the spout to become even more difficult to operate.
B. Replace the o-ring(s) inside of the spout. The number of o-rings inside of your spout will vary
depending on the model. It is essential to identify the model of the faucet in order to obtain the proper
Moen service kit with the correct spout o-rings for your model; and different models utilize different sizes
of o-rings. Remember to clean the inside of the spout and the outside of the valve body when replacing
the o-rings, as well as lubricating the o-rings with silicone-based grease (MOEN part number 99915,
included with o-ring kits). Or, to purchase the silicone-based grease (MOEN part number 99915), please
call MOEN at 1-800-Buy-MOEN or 1-800-289-6636. Do not use plumber's grade faucet grease, silicon
sprays or any lubricant that may contain petroleum. Petroleum based lubricants may react with the
rubber seals and could cause the spout to become difficult to operate.
C. Inspect the retainer nut on top of the spout (if applicable). Make sure it is not overly tightened.
Note: If the mounting nut underneath the sink is overly tightened to the mounting bracket, this could
cause the spout to be difficult to rotate.
Pullout or Pulldown Models
A. Remove the spout receptor and clean any debris that is impeding the movement.
B. If there is corrosion on the valve body of the interior of the spout receptor, the faucet will need to be
replaced.
Note: If the mounting nut underneath the sink is overly tightened to the mounting bracket, this could
cause the spout receptor to be difficult to rotate.