Instructions / Assembly

65
WHL-004 REV. 5.26.17
PART 12 – TROUBLESHOOTING
TROUBLESHOOTING CHART
PROBLEM
POSSIBLE CAUSES
POSSIBLE REMEDIES
No electrical power
to the water heater
1. Is the plug on the power supply cord unplugged
from the electrical outlet?
2. Is electrical panel’s 10 Amp circuit breaker tripped?
3. Is the fuse on the circuit board good?
4. Is there a power outage to the home?
1. Reset the plug.
2. Reset the circuit breaker.
3. If the display panel is blank, unplug the unit or
contact an authorized service technician.
4. Contact the power company.
No water available
when a faucet is
opened
1. Is the water supply valve shut off at the meter (do
cold water faucets work)?
2. Is the water supply valve near the unit open?
3. Is the water pipe frozen?
4. Is an error code flashing on the display panel (leak
detected)?
1. Open the closed supply valve.
2. Open the water supply valve.
3. Turn OFF the unit, close all water valves and the
gas valve. Contact an authorized service technician.
4. Refer to error code information and contact an
authorized service technician.
Hot water is not
available when the
faucet is opened.
1. Does the water heater have power (plugged in)?
2. Is the water heater turned ON?
3. Is an error code flashing on the display panel?
4. Is the gas supply valve open or shut off at the meter
(do other gas devices work)?
1. Restore electrical power to the unit.
2. Press and hold the Power button to turn the unit
ON.
3. Refer to the Diagnostic and Error Codes section in
this manual.
4. Open the gas supply valve.
The water
temperature is not
hot enough or turns
cold during use.
1. Is the faucet open enough to draw at least 0.6
gallons (2.3L) per minute through the water heater?
2. Is an error code flashing on the display panel?
3. Is the outlet water temperature set too low?
1. Open the faucet to allow more water flow.
2. Refer to the Diagnostic and Error Codes section in
this manual.
3. Adjust the outlet water temperature (refer to the
procedure in this manual).
It takes a long time
before hot water
flows from the
faucet.
Is the faucet some distance from the water heater?
a. Allow time for the cold water already in the pipes to
flow from the faucet.
b. Have recirculation valves and/or plumbing return
line(s) installed and program the unit for recirculation
mode.
The water is not hot
enough.
Is the water temperature set too low?
Adjust the temperature setting.
The water at the
faucet is too hot.
Is the water temperature set too high?
Adjust the temperature setting.
A fan can be heard
even when the unit is
not operating.
1. The fan continues to operate after the burner shuts
off to clear the exhaust vent of combustion gases.
2. The fan may run to help prevent freezing.
1. This is normal operation – no action is required.
2. Protect the water heater from freezing
temperatures or shut off and drain the unit.
White “smoke” can
be seen coming out
of the exterior
exhaust gas vent.
Depending on the outside temperature, water vapor
can be produced as the exhaust is vented.
This is normal operation – no action is required.
Table 35 – Troubleshooting Chart
DIAGNOSTICS AND SUGGESTED CORRECTIVE ACTIONS
The water heater control is able to record information about the water heater’s condition at the time of the ten previous faults or errors.
This information is available to view in the Installer Mode under the History screen.
The following screens may be displayed when reviewing the water heater history. The table below also includes diagnostic information
and possible corrective actions.
Display
Condition
Diagnostic
Possible Corrective Actions
Nothing appears on
the display control
panel but the fan
runs at full speed
Control is not
receiving power
Check wiring for short circuit or incorrect
wiring
Correct wiring per wiring diagram including
connection of transformer to the control
Check transformer connection to the control
per wiring diagram. Check for 14V output of
panel wire
Push the Power button on the control panel