Sterra S — Cannot Dispense Water or Volume LED Flickers ContinuouslyUpdated 3 hours ago
If your Sterra S stops dispensing water entirely and the 120 mL, 250 mL, or 550 mL lights are flickering continuously, your machine is triggering an automatic safety alert. This means the purifier is completely starved of incoming water and has paused itself to protect its internal motor from burning out.
Before worrying about a broken machine, trace the water feed line using these 3 quick checks to restore the water supply:
1. Verify Both Water Supply Valves Are Open
Your machine relies on a multi-stage connection to your household water line. If anyone was working under the sink, cleaning the countertops, or shifting appliances, a valve may have been bumped closed.
Check 1 (The Main Home Valve): Locate the metal T-valve adapter connected directly to your household cold water pipe (typically under your sink or behind a washing machine). Ensure the small blue or metallic handle is turned completely parallel to the pipe to let water flow.
Check 2 (The Purifier Valve): Follow the thin white plastic tube from your wall toward the machine. Look for the small plastic inline shut-off valve. Make sure its plastic lever is turned to the fully open position.
💡 Visual Guide: Use this Official Valve Position Guide to verify exactly what your connections should look like when they are properly open.
2. Inspect the PE Tubing for Kinks or Pinches
The thin white plastic line (PE Tubing) delivering water to your Sterra S is flexible, meaning it can easily get pinched or bent if the machine is pushed back too far against a wall or counter edge.
The Fix: Carefully pull the Sterra S slightly forward and look behind it. Trace the entire length of the white plastic tube from the wall to the back of the machine.
Look for sharp bends, tight loops, or heavy appliances resting on top of the line. Straighten out any kinks immediately to allow the water pressure to equalize.
3. Clear the Safety Alert with a System Reset
Once you have opened both valves and confirmed the lines are straight, the machine needs to be told that water has returned so it can clear its safety lock.
Locate the main power switch at the back of the Sterra S.
Turn it OFF, wait 30 seconds, and flip it back ON.
Tap the water dispensing button. You will hear the internal pump hum for a few moments as it refills the internal filtration channels before water begins flowing smoothly again.
If your water valves are completely open, your lines are perfectly straight, and a power cycle does not stop the flashing lights, your home may be experiencing temporary low municipal water pressure, or an internal filter has become totally blocked. Please contact our Support Team with your order details so we can assist you
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!