Installation Sheet

14
8- 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-[phone] Email: [e-mail]
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)
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. Reduce or remove restrictions upstream of
the unit.
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.
Your water flow rate may exceed the physical heating capacity of your
water heater. The optional flow rate for HotMax is between 0.4 and 0.6
gpm. Reduce the flow rate or install a Flow Regulator.
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. Make sure
there is sufficient voltage for your heater.
The water temperature at the
dispenser 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.
HotMax is intended to produce water temperatures greater than 140°F
(60°F). Your dispenser should not 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 prevent HotMax from operating.
Thermal loss due to long
pipe run
The proprietary outlet pipe/tube should be the only outlet for hot water
from the heater to the dispenser. Any other hot water delivery system
could result in heat loss especially if it has long distance to travel or the
pipes are cold. If the correct pipe is installed, adjust the temperature
setting on your water heater if you need/want hotter water.
Water temperature at the
dispenser 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.
Water spits/sprays/drips from
dispenser
Possible damage to the
dispenser or proprietary
Steam Shield aerator
Check and tighten fittings to ensure that there is a good connection. If the
problem continues, please call us for technical assistance.
Steam Shield aerator has
scale deposits
Remove and soak Steam Shield aerator in vinegar or descaling solution
overnight
Steam Shield aerator is
clogged
Remove aretor and remove any obtructions clogged in the screen.
Backflush with water if necessary.