TROUBLESHOOTING-Commercial

This piece of equipment requires an experienced electrician to repair. Do not attempt to repair this unit without the appropriate experience

We make numerous types of units. Before you call the factory for help on your unit please obtain the following information.

1.  Serial #-- This is a five digit number beginning with 1 on the front cover of the unit.

2.  Product item number-- The label on the front cover also shows the item number. Examples are C
     18KW 480 CE 18 KW 480, CERO 18 KW, etc

3.  Download and print the product manual from the website. All commercial operating manuals are
     published on the hotwaterheater.com website. They can be located as part of the troubleshooting
     area or in the product specifications area for the unit you purchased. In that manual is a
     troubleshooting area for each type unit.

4.  Read the manual -especially the trouble shooting area and view the heater in operation so you can
     respond to questions from the factory.

Call us at 800 826 5537. You should get a live person between the hours of 8-7 EST Monday thru Friday. If you get a voice mail, leave your number and give us 15 minutes before you call back. If you call back try and speak with the same customer service person that helped you before. There is nothing more important than helping a customer whose unit is not working

All our units work effectively the same, except the measurement and switching systems are different. To effectively help us diagnose a problem you will need the following tools.

     1. Amp meter to measure full load Amp draw
     2. Continuity tester to test the thermostats
     3. Voltage tester to verify your line voltage
     4. Ohms meter for testing the elements

The correct readings for the elements are as follows

6KW 240 volts= 10 OHMS
6 KW 208 volts= 7.2 OHMS
5 KW 240 volts= 12.2 OHMS
4.5 KW 240 volts= 13 OHMS
6KW 277 volts=13 OHMS
6 KW 288 volts= 15 OHMS
4 KW 240 volts= 15 OHMS
3 KW 240 volts= 19.5 OHMS

Download manuals here
C series manual
CE series manual

CE 108 & CE144 manuals
VB24 & VB32 manual
SP series manuals

Filling out and sending us the form at the right will enable us to determine the status of your warranty and also allow us to prepare for the call from your electrician. You can fax them at 1 941 755-6529 or email them to info@hotwaterheater.com This will expedite the process of getting your heater back into optimum operation.


Troubleshooting a problem * required field
Name:*
 
Phone:*
 
Email Address:*
Mailing Address:
 
Please describe the problem:*
 
Model number of product in question:*
Other Model Number:
Date of Invoice/Purchase (M/Y):*
Did you file a Warranty Card?*
Was the unit installed by a licensed Plumber or Electrical Contractor?*
Is the water supply to this heater from a well or city water?*
Has there been a period of time when the unit may have been dry (water shut off)?*
Have you contacted a licensed electrician to do a diagnosis?*
Name of original purchaser (this is to research your warranty):


Tankless, Inc. 2060 Whitfield Park Ave., Sarasota, FL 34243 Phone: 1-800-TANKLESS 1-800-826-5537
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