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.
6
Problem
Specific Issue
Typical Cause(s)
Possible Solutions
Contacting MOEN
Functionality
Pop-up Drain Assembly not closing or
opening properly
This is caused by either a broken
pivot rod or an issue with the
adjustment the pivot rod or lift rod.
A. Inspect the pivot rod. This will be a silver rod that should be installed into the rear of the drain.
Depending on the model, there will be a metal or gray plastic pivot rod nut securing the rod in place. This
nut can be unscrewed to view the pivot rod. If this rod is broken, it will need to be replaced.
B. If the pivot rod is not broken, then it will need to be adjusted in conjunction with the lift rod. With the lift
rod (the rod that you pull up on the close the drain) in position, verify it is inserted into the lift rod strap
(this is a metallic piece with a series of holes) and secure it with the lift rod strap screw.
C. Connect the pivot rod to the lift rod strap using the spring clip that should be on the pivot rod.
D. Place the drain plug in the full open position, then loosen the lift rod strap screw and adjust the lift rod
height so that the knob on top of the lift rod clears the faucet. Then tighten the lift rod strap screw.
Note: The installation instructions for your faucet will illustrate how to do this.
For Further
Assistance,
MOEN U.S.
1-800-Buy-MOEN
(1-800-289-6636)
ioDigital Valve will not turn on
This can be caused by the
controller not being activated, a
connection issue between the
controller and the valve or a lack of
electrical power
A. The power button on the controller has not been pressed in. The LEDs will light after pressing the
power button.
B. Inspect the data cable. If the cable has been cut, it will need to be replaced. Also inspect the pins of
the data cable. If these are bent, they will need to be straightened or the cable will need to be replaced.
C. Unplug the data cable and plug the data cable back in. Once this is plugged back in, the status light on
the valve body should turn on.
D. The GFCI may have been tripped. Check the reset button on the GFCI outlet and press the reset
button.
E. Verify the power cord from the valve is plugged into the GFCI outlet.
F. There may be no electrical power to the GFCI outlet. Check the breaker box in the home for a tripped
breaker to this GFCI outlet. Reset the breaker if necessary.
No water from tub/shower units
Hot and cold water may not be
supplied to the valve, improper use
or an obstruction in the
spout/showerhead could cause
this to happen.
If external shut off valves are
present, verify they are opened all
of the way. It is extremely
important that the units have both
hot and cold water supplied to the
inlets of the valve body.
Make sure there is nothing
obstructing the spout or
showerhead
Posi-Temp Models
A. Rotate the handle to turn it on. The handle on this model does not pull out.
B. Both hot and cold water MUST be supplied to the valve to get ANY water from the unit.
C. If the valve has stops, both will need to be opened. If your Posi-Temp valve has these, they will be
located on the inlets of the valve. The stops look like small flat head screws. The flat would need to be
horizontal to be opened (if it is vertical, that will shut the water off).
Moentrol Models
A. Verify the handle is being pulled out to turn the water on. If the handle is only being rotated, the water
will not turn on.
B. Both hot and cold water MUST be supplied to the valve to get ANY water from the unit.
C. If the valve has stops, both will need to be opened. If your Moentrol valve has these, they will be
located on the inlets of the valve. The stops look like small flat head screws. Use a flat head screwdriver
to unscrew this counter-clockwise until you reach a stop, this will ensure it is opened all of the way
(screwing clockwise until a stop is reached will turn the water off).
¾ ExactTemp Models
A. These units must be installed with a volume control valve in addition to the thermostatic valve. The
volume control must be rotated counter-clockwise to turn the water on. The temperature (thermostatic)
handle only adjusts the temperature.
B. This model will have stops located on the inlets of the valve. The stops look like small flat head
screws. Use a flat head screwdriver to unscrew this counter-clockwise until you reach a stop, this will
ensure it is opened all of the way (screwing clockwise until a stop is reached will turn the water off).
ioDigital Models
A. Verify the controller will turn on. If it does not turn on, please see the section regarding the "ioDigital
valve will not turn on".
B. Verify the shut-off valves are in the open position. These will vary depending on your IoDigital model.