40H - Water temperature drops during shower/Unit shuts off (Full Ticket) Tech Support Updated March 01, 2017 14:30 Follow Tech Support Hello John, Thank you for writing in. I would like to extend my highest gratitude towards your cooperation in resolving your issues and making our business better in achieving our goal for customer service. Your time and business is highly appreciated at Eccotemp. Have a great day! Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Hi, Greetings, I received the computer board, put it in the heater and it's works! It can hold the temperature and no more cold showers for our family. Thanks very much for your help. John John Smith Hi, Thanks for your help, will pick up trouble shooting once I received the item. Tech Support Hello John Smith, Good day! We have already processed replacement part for your 40H-NG unit with an order number# xxxxxxxx. Please check your inbox for more detail. Thank you! Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Hi, A friend installed the heater for me, he said there is no water relief valve. Yes, The address you have on file is correct. Thanks, John Smith Sent from my BBM iPray Tech Support Hello John Smith, Good day! Have you tried the last suggestion? Remove the pressure relief valve and then operate the unit normally again and see if it would work. Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Hi Thanks, the heater unit was working okay for the last few years, just ~ 2 weeks ago can't keep water temperature more than two minutes, water gets colder and colder and totally gone. Is there a temperature monitoring unit that is faulty? Can you send me some replacement parts so I can start replacing them one by one to see if that solves the problem? the heater unit is still under warranty. All of us in the family have not been able to have complete shower due to the faculty unit and we will smell like skunks :) Thanks, John Smith Tech Support Hello John Smith, Good day! We apologize once again. Please put the flow meter sensor back to its original post and please try to operate the unit with your pressure relief valve. When this unit was installed by your plumber, they should've put a pressure relief valve the hot water line. Please open the pressure relief valve and run the unit normally again and see if it fixes the issue. Thank you! Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Hi, I have also disconnected the connectors to computer board one by one and put them back again. Thanks. Please advice what the problem, I am not able to have shower unless this is fixed soon, please help. Pictures attached Thanks! John Smith John Smith Hi, again I have removed the flow meter, blow into it and it spins, don't know me what that means, the sensor resistance: Red - yellow = 600 - 700 ohms Black - yellow = 600 - 700 ohms Red - black = 600 - 700 ohms Please advice what the problem, I am not able to have shower unless this is fixed soon, please help. Pictures attached Thanks! John Smith Sent from my BBM iPray IMG_20160224_152204.jpg IMG_20160224_152027.jpg IMG_20160224_152001.jpg IMG_20160224_151954.jpg IMG_20160224_151943.jpg John Smith Hello John Smith, Good day! There is no need to remove the sensor(with three wires). Just unscrew the the screws with red paint on them and then perform the previous instructions given. Thank you! Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Dear Tech Support, Thanks for fast helping and instructions. About taking the flow meter out for inspection, does it mean I need to unscrew the screws with red paint on them? Or just remove the black sensor with three wires? Thanks again John Smith Sent from my BBM iPray Tech Support Hello John Smith, Good day! Upon checking the photos, the screen still looks fine just rusted which can be removed by brushing gently and make sure that there are no debris left which would cause the blockage. As for the flow meter sensor, that is the correct part. Please take it out and try to flush or purge it and and then blow through it and ensure the the propeller inside spins freely. Then put it back and run the unit again normally. Please let us know. Thank you! Regards, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Dear tech support, Thanks for the guide lines, please : 1. Comment on the condition of the inlet filter and assembly, is it good or need replacement, Picture attached 2. Please indicate if this is the flow meter and which screws I should remove in order to take it out of the heater and blow into it. Picture attached. Sent from my BBM iPray IMG_20160218_174635.jpg IMG_20160218_175756.jpg Tech Support Hello John Smith, Thank you for contacting Eccotemp Systems Help Desk. Our goal is to provide you with the best customer service possible. With that being said, please note that we have received your request and will take all steps necessary to resolve your issue. Our Phone Troubleshooting department is available Mon-Fri 9-5 PM EST. You may also reach them through chat 24/7, just visit our website https://www.eccotemp.com/contact and select the blue Support button on the right side of the screen. Make sure temperature is set to 120 degrees or below. If there is no error code and the unit does not come on when the HOT water is turned on. This means that the flow meter is not sending a signal to the computer which starts the machine. 1. To fix this, you want to locate the flow meter at the bottom right, it has red black and yellow wires coming out of a black sensor that is screwed to the flow meter. 2. Check the wire connections. Follow the wires to where it connects to the computer. If both were connected you will want to remove the flow meter. There are four screws that hold this meter in place; two that you can see; one at the top, and one at the bottom of the flow meter, and two on the outside of the cabinet that hold the inlet pipe in place. Blow thru the meter it should make a zing sound when the little fan inside spins. Reinsert the flow meter and turn hot water on. If the display shows two squares rotating up and down. This pertains to the 40H only. 1. Push the power button. 2. If the unit has been in operation for a while and all of the sudden the squares begin rotating. This means power was lost somehow while unit was running. 3. The flow meter wire is loose on the computer, or the connector where the two wires connect between the computer and the flow meter are loose. 4. The remote itself may have a short, or the power cord going to the computer one of the prongs may not be making a good connection threw the connector or the computer. Regardless of what the error code is; take the two front screws out of the computer board and it will slide out. Pull the inserts that are lined up along the front of that board and put them back in one by one. Plug the unit back in and see if this solves any issues. If your issues continue to persist please reply to this email and we will try additional steps to resolve your issue. Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com Tech Support Hello John Smith, Thank you for contacting Eccotemp Systems Help Desk. Our goal is to provide you with the best customer service possible. With that being said, please note that we have received your request and will take all steps necessary to resolve your issue. Our Phone Troubleshooting department is available Mon-Fri 9-5 PM EST. You may also reach them through chat 24/7, just visit our website https://www.eccotemp.com/contact and select the blue Support button on the right side of the screen. For your records your ticket number is located above. We regret any inconvenience that this issue may be causing you and please be assured that we will do what is necessary to resolve it. Please don't hesitate to contact us anytime or to update this ticket as needed. Eccotemp Technical Support cannot stress the importance of safety with gas powered tankless water heaters enough. Always, prior to initially operating your water heater, check for leaks by spraying the gas connections with Windex or soapy water. A gas leak can cause many issues whose symptoms seem unrelated. Below are some basic things to verify. Verifying the steps below can solve many common issues. They are also used to make sure your water heater is operating optimal. 1. Have you sprayed the gas connection with soapy water for any leaks? If you see bubbles, your connection is not airtight. 2. Is the Eccotemp 40H/HI mounted vertically (straight up and down)? 3. Look at the right side of the 40H/HI and you will see an information plate that provides the gas type designed for your particular water heater. Are you supplying the specified gas type? 4. What is the gas pressure regulated to? The gas pressure for liquid propane should be 11 inches of water column and the gas pressure of natural gas should be 8 inches of water column, at the water heater. Please make sure that this was verified during installation. 5. Is the 40H/HI plugged into a 120-volt wall socket or converter of equal voltage? 6. Are you above 6000 feet in elevation? If you are above 6000 feet, the operation of your 40H/HI will be hindered. 7. How much water pressure do you have? The 40H/HI needs to have a minimum of 14 pounds per square inch. 8. How much water are you running through the 40H/HI? Maximum of 6.3 gallons per minute with a 35-degree rise is what the 40H/HI will offer. As an example, if the incoming water is 70 degrees, you can expect about 3.6 gallons per minute of 105-degree water. 9. Make sure that you are not running the 40 H/HI over the 120-degree mark as it could over heat if there is a significant change in water flow. This could occur due to an unexpected high demand for cold water at another location in the residence, such as a lavatory being flushed. Lastly, this can also occur if the water heater has incoming water with an already high temperature. 10. Do you have any restriction devices on sinks or showerheads to reduce water flow? These would need to be removed as your Eccotemp tankless water heater now serves as your efficiency device. Also, single knob faucets are prone to confuse tankless water heaters if they provide low flow to the outgoing hot water, such as an anti-scald valve. 11. Are you running a minimum of ¾ of a gallon through the 40 H/HI? This minimum water flow is required for activation and sustained operation of your water heater. You can view our comprehensive troubleshooting guide for your 40 Model Tankless Water Heater at the link below: https://eccotemp.zendesk.com/entries/21637043-troubleshooting-eccotemp-40h-40hi-tankless-water-heaters * If you have not done so, please take the time to register your product with us here: https://eccotemp.zendesk.com/hc/en-us/articles/204001760-Product-Registration We appreciate and value your business, Technical Support Team Eccotemp Systems LLC 1.866.356.1992 www.eccotemp.com John Smith Water temperature drops while having a shower, starts okay at set temperature, but within couple of minutes, water getting colder and colder., and no more hot water, ending up with a cold shower! Suspect water filter and the assembly rotted due to rusting. 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