Troubleshooting Guide
If you are experiencing a problem not listed in this manual, shut off the water
supply at the saddle valve, and close the tank valve. Call Technical Support at 1-
800-861-8758.
Leaks between the filter housing and manifold:
1. Turn off cold water supply to system at saddle valve. Close tank valve. Open
drinking water faucet to relieve water pressure.
2. Using the housing wrench, remove the housing with the leak.
3. Remove and clean housing o-ring and lubricate with clean silicone grease.
Clean o-ring groove below threads of housing to remove any dirt or particles
that may be preventing the o-ring from sealing completely. With two fingers,
insert o-ring in groove and press into place.
4. Tighten housing back onto manifold. HAND TIGHTEN ONLY.
5. Turn on water supply at saddle valve. Open tank valve. Close drinking water
faucet after water begins to flow. If leaks persist, call Technical Support.
Leak between tank valve and storage tank:
1. Turn off water supply to system at the saddle valve. Open faucet to drain
storage tank. Let faucet run for 3-5 minutes until it drips.
2. Remove green tubing from tank valve by pressing the collar around the
fitting while pulling the tubing with your other hand.
3. Unscrew the tank valve from the storage tank.
4. Place two wraps of Teflon
®
tape on the threads of the storage tank.
5. Thread the tank valve onto the top of the tank opening by turning it
clockwise until snug.
6. Cut off 1-inch of tubing. Tubing should be cut squarely. Internal and external
burs should be removed. Place a mark on tubing 3/4-inch from end of tubing.
7. Insert tubing until the mark is flush with the quick connect fitting.
8. Turn water supply on at the saddle valve and close drinking water faucet.
9. Allow system to pressurize for several hours and check for leaks.
10. Check for leaks after tank is fully pressurized (6-12 hours). If leak persists,
call Technical Support.
Leaks at quick-connect fittings:
1. Close tank valve, close saddle valve and open drinking water faucet.
2. Press collar around the quick connect fitting while pulling the tubing with
your other hand.
3. Cut off 1 inch of tubing. Tubing should be cut squarely. Internal and external
burs should be removed. Place a mark on tubing 5/8-inch from end on 1/4-
inch tubing or 3/4-inch from end on 3/8-inch tubing.
4. Insert tubing until the mark is flush with the quick connect fitting.
5. Open the saddle valve until it comes to a stop. Open the tank valve and
close drinking water faucet. If leaks persist, call Technical Support.
Leaks from faucet
1. Check to make sure white tubing leading from the drinking water faucet to
the drain is as straight as possible (it is usually necessary to cut this line
during installation). Any kinks or sags in this drain line will impede the flow
of water to the drain.
2. Check to make sure there is no foreign matter clogging the drain line or at
the drain clamp hole. If leaks persist, call Technical Support.
3. Check to make sure the drain clamp and the drain hole are properly aligned.
(Refer to diagram 5 D on page 6).
No flow or slow flow from the brine (reject) line
(less than 6 fl. oz. or 180 milliliters per minute).
NOTE: Before checking brine (or reject) flow, make sure the unit is
producing water by turning the valve on the storage tank off and
opening the drinking water faucet. Water should drip from faucet.
1. Replace pre-filter according to “Replacing the Pre-filter and Post-polishing
filter Cartridges” instructions on page 10 and recheck the Brine (or reject)
flow rate.
2. If the pre-filter is not at fault, the brine (or reject) flow controller could be
clogged. Call Technical Support.
High TDS in Product Water (Amber Light on RO-3500):
If high TDS (Total Dissolved Solids) is detected in the product water, the amber
light indicator on the RO-3500 will light when the blue button is pressed. The pre-
filter may need to be changed, the RO membrane may need to be installed or
replaced, or the reject flow control tubing may be clogged. If this is a new
installation, call Technical Support. Otherwise, draw 1 gallon of water from the
unit. After 10 minutes, push the button to test. If the light is still amber, change
the pre-filter and empty the tank. If after 1 hour the light is still amber you may
need to replace the membrane. Determine when you last changed the
membrane and call Technical Support at 1-800-861-8758
Limited Flow at Drinking Water Faucet:
1. Turn off water supply to system at saddle valve.
2. Lift drinking water faucet handle to lock it in the open position.
3. Unscrew the blue cap at the base of the storage tank to expose air valve.
Use a small air compressor or bicycle pump to add air to the storage tank.
This will force the water out of the storage tank through the faucet. Continue
to add air until no more water comes out of the faucet.
4. Turn off the drinking water faucet.
5. Using an air pressure gauge, adjust the pressure in the storage tank to
approximately 7 psi.
6. Replace the blue cap.
7. Open the saddle valve until it comes to a stop. Let the system run 6-12 hours
to fill the tank. A full tank weighs approximately 40-pounds. If performance
has not improved, call Technical Support.
Gradual Return of Taste and Odor:
After a long period of time a gradual return of noticeable taste and odors may
indicate that the system needs cleaning and servicing. Replace all cartridges.
See Replacing the Reverse Osmosis Membrane on page 10.
Sudden Return of Taste and Odor:
If shortly after complete servicing, noticeable taste and odors return, contact
Technical Support.
Page 12
Questions? Call our Toll Free Technical Support Department
at 800-861-8758Monday through Friday, 7:30 a.m. to 5:00 p.m. Central Standard Time.
