Sterra S — Cannot Dispense Cold WaterUpdated 3 hours ago
If your Sterra S is dispensing room-temperature water instead of crisp, chilled water, don't worry! This is usually caused by an unintended button lock, a dusty ventilation filter, or trapped heat.
Follow these 4 simple steps to get your cold water running again:
1. Ensure the Cold Water Function is Turned ON
Sometimes, the cold function is accidentally deactivated during cleaning or daily use.
Look at the touch panel. Is the "Cold" button lit up in blue?
The Fix: If the light is completely off, press and hold down the 'Cold' button for 5 consecutive seconds until the machine emits a clear "beep." The icon will light up bright blue, indicating the internal cooling tank has been restarted.
2. Clean the Rear Dust Filter (Crucial for Heat Release)
The cooling compressor underneath the Sterra S needs to release hot air to keep your water icy cold. If the dust filter on the back of the machine is clogged, the cooling system will overheat and automatically pause itself.
The Fix: Turn off the power and slide out the mesh dust filter located on the back panel of the machine. Rinse it thoroughly under running tap water to remove accumulated dust, lint, and pet fur. Let it dry completely before sliding it back into place.
3. Give the Machine Proper Ventilation Room
If the Sterra S is pushed tight against a wall or tucked deep inside a cramped corner, it will choke on its own hot air exhaust.
The Fix: Pull the machine forward so that there is at least 10 to 15 cm (about 4 to 6 inches) of completely open space behind and around the unit. This creates a natural airflow channel that keeps the cooling coils operating efficiently.
4. Perform a 60-Second Power Cycle
If you have done all the steps above but the water still isn't chilling, the internal computer board may just need a quick reset to clear its memory log.
Turn off the main power switch at the back of the machine (or unplug it from the wall).
Wait 60 seconds, then flip the switch back on.
Note: Once the machine is turned back on, please allow 30 to 45 minutes for the internal compressor to fully chill the water reservoir before testing it.
Still Not Cold?
If the "Cold" icon is solid blue, the filter is spotless, the machine has breathing room, and you have waited an hour after a reset but the water remains lukewarm, your internal cooling system may require a professional look.
Please reach out to our Live Support Team with your order number. Let us know you’ve completed the "4-Step Cold Calibration,"
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!