Do you have an error code coming up on the display screen of your unit? Don't worry, we're here to help. Let's go through some troubleshooting steps together to see what's going on.
Possible Causes
Below are possible malfunctions that may result in an Error code. You'll want to start at Step 1 to begin troubleshooting. NOTE: This is not an exhaustive list and does not include all possible causes.
Err01, 03, 04 - Potential fault in the wiring harness or switch, fault in the valve, or the motor not functioning properly.
Err05 - Potential control board malfunction.
Err07, 08, 09 - WiFi models only, this indicates a problem with the water shut off valve. Please visit our Shut-off Valve Troubleshooting article to diagnose this error.
Printing Tip: Expand all steps before printing
Step 1 - Clearing the Error Message
Before we can figure out exactly where the problem is coming from, we need to clear it on the screen. Click here to expand the directions.
1. Bypass the water softener by pushing the handle in on the back of your unit. This will stop water from coming in or out of the softener while you work.
2. Unplug the power supply from the outlet and remove the top cover. For more detailed instructions check out our Removing the Top Cover article.
3. Once the top is off, you'll want to check to make sure all the wires are connected (plugged in tightly.) Sometimes a disconnected wire can cause an Error code. Follow the wires on the unit to ensure they're all connected properly. Refer to the pictures below. If your wires were connected, move on to step 4.
- If you've found a disconnected wire, go ahead and reconnect it. Now you can plug the power supply back into the outlet and the Error code should be gone. Make sure to pull your bypass back OUT.
On Top of Unit
On Control Board
4. With the top cover off, you'll want to inspect the control board for any signs of rust or corrosion. If you find some, you can try to clean it off and then test to see if the error code comes back. If the error code continues after cleaning it or you prefer not to clean it, you'll want to replace the control board. You should reach out to your plumber/installer for replacement help or you can find instructions on how to order replacement parts here.
5. Check the top of the unit for any signs of water. Refer to the picture below for specific areas to check. If you see leaking or standing water in the tray or coming from any connection, please refer to our External Leak article for troubleshooting.
Note: If you do see water, there could be corrosion on the motor or switch. We need to address this issue also, so check the area for any signs. If it is corroded, you'll need to replace the corroded part. You should reach out to your plumber/installer for replacement parts and questions. Otherwise, you can find instructions on how to order replacement parts here.
6. Now you'll want to find the white plastic switch connector and unplug it (pictured below attached to the black Switch piece.)
7. Next, you'll need to find the Wire Harness connector (on the back of the control board) and unplug that red piece from the board (with the five wires connected to it.)
8. Leave both of these connectors unplugged for 10 seconds, then you can plug then both back in. Make sure the connections are secure - they only fit one way.
9. Also confirm the Motor cable is snapped in securely (white piece with the red and black wire.) After confirming, you can move on to Step 2 - Testing the Valve Rotation.
Step 2 - Testing the Valve Rotation
Next, we'll work to figure out where exactly the error is coming from and what to do to fix it. Click here to expand the directions.
1. Plug the power supply back into the outlet and listen to the softener. Is the motor continuously running for more than a minute?
- NO - If you don't hear the motor turn on, continue to step 2.
- YES - We know the motor is working so now we need to check to see if the Cam & Gear is turning. Click here to skip to step 3.
2. Hold the Recharge button down for a few seconds. Does the motor start?
- NO - You'll want to test the motor. If you have the right tools and the know-how, you could also check the voltage on the control board first to see if that's working. You'll want to see 24-29 volts. Otherwise, we recommend following the instructions in our article Testing the Motor.
- YES - 'Recharge' should be flashing on the screen. Push the Recharge button each time the motor stops (listen carefully), until the flashing 'Recharge' disappears. Your instructions end here and the error is cleared. Nice work!
Note: Is your unit making a knocking noise? It could mean a couple of things. If you're a handy person and want to try this first, you can take the motor part off the top by unscrewing it and then clean the cam and gear on top of the unit. Otherwise, we recommend checking the motor. Refer to our Testing the Motor article. If the motor doesn't run then we recommend replacing the Rotor Disc and Seals. Reach out to your plumber/installer for replacement parts. Otherwise, you can find instructions on how to purchase replacement parts here.
3. As you see from the picture below, the Cam & Gear is underneath the motor. You may have a metal plate (like below) or a plastic cover.
We don't need to take this apart but we do need to identify if the Cam & Gear is working correctly. To do this, stand next to the unit and look directly down from the top. You'll notice a small opening at the top of either the metal plate or plastic cover (like below.) Look in the opening and hold the Recharge button down again for a few seconds. Do you notice it turning? If you're having trouble seeing, you can use a flashlight to help.
Plastic Cover
Metal Plate
- NO - If you notice the gear isn't turning, but the motor is, we recommend that you replace the Cam & Gear and the Motor. Reach out to your plumber/installer for replacement parts. Otherwise, you can find instructions on how to purchase parts here.
- YES - Go ahead to step 4 to see if the switch is opening and closing.
4. Hold the Program button until ‘000’ appears on the screen, then let go. Depending on your model, you'll see a small switch indicator (example 1 below) or you'll see '000--' or '000-P' (example 2). It should be switching back and forth between open and closed. These show us that as the cam and gear rotates, the switch is opening and closing.
Example 1
Example 2
5. Is the screen switching between open and closed?
- YES - The valve is trying to find a home position. If the Error Code returns over the next several minutes, we recommend that you Contact Us so we can help further identify the issue.
- NO - If the screen is not switching back and forth, we recommend you replace the Switch and Wire Harness. Reach out to your plumber/installer for replacement parts. Otherwise, you can find information on how to purchase parts here. If you've already replaced the Switch and Wire Harness and the Error Code is back again, you should Contact Us so we can help you through the issue.
When you're done troubleshooting, make sure to pull your bypass handle back out. If you have a blending valve that you had to close, you can go ahead and adjust it back now.