Sterra Ray — Fan or Compressor Not WorkingUpdated 3 hours ago
If your Sterra Ray turns on and lights up, but you notice the internal fan isn't blowing air or the compressor isn't kicking in to extract water, please be reassured: your machine is likely completely healthy!
To save electricity and prevent over-drying, the Sterra Ray is designed to automatically pause its motor when it hits specific safety or environment limits. Follow this 3-step checklist to get it running again:
1. Check the Water Tank & Float Sensor
If the internal water tank is full, or if the tank was pushed in slightly crooked after being emptied, the machine will lock the motor to prevent water from overflowing onto your floors.
The Fix: Slide the water tank out from the back of the machine. Empty any collected water completely.
Pro-Tip: Take a quick look at the small plastic float mechanism inside the tank. Ensure it can click up and down freely and isn't stuck. Slide the tank back into the machine firmly until it sits perfectly flush.
2. Lower the Target Humidity Setting
The Sterra Ray will only turn on its compressor if the humidity in your room is higher than the target percentage you set on the screen. If your room is at 50% humidity, and your machine is set to 50% or higher, the fan and compressor will stay safely asleep.
The Fix: Check the current room humidity reading on the display.
Press the humidity setting button to lower your target goal to at least 3% below the current room reading (for maximum extraction, turn it down to its lowest possible setting). Within a few moments, you should hear the compressor kick back into action.
3. Allow for the Built-In Time Delay
To protect the compressor from damage caused by rapid turning on and off, the Sterra Ray features a built-in 3-minute safety delay.
The Fix: If you just plugged the machine in, emptied the tank, or changed the settings, leave the machine alone for 3 to 5 full minutes. The internal computer chip is simply running a safety countdown before it safely spins the compressor back up.
Still Not Running?
If your water tank is empty and flush, your target humidity is set much lower than the room's current air levels, and you have waited 5 minutes but the fan or compressor remains completely silent, please reach out to our Live Support Team
Log in to our Customer Support Portal.
Submit a support ticket describing the issue.
Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.
Thank you for your patience, and we look forward to getting this sorted out!