Sterra S — Machine is Causing a Power TripUpdated 2 hours ago
If your circuit breaker clicks off or your home's electricity completely cuts out the moment your Sterra S is plugged in or begins heating, please take immediate safety precautions.
An electrical trip indicates that a safety mechanism in your home is actively preventing a severe power malfunction. For your personal safety and to protect your home's wiring, do not attempt to flip your circuit breaker back on while the water purifier is connected.
Please follow these emergency safety steps immediately:
Step 1: Isolate the Power
Do not turn the machine back on. Leave the power switch on the machine completely alone.
If it is safe to do so, carefully unplug the Sterra S power cord directly from the wall socket. This completely isolates the machine from your home's electrical grid.
Step 2: Leave the Unit Unplugged
Do not attempt to test the machine on a different wall outlet or in another room. Testing a faulty electrical appliance multiple times can permanently damage your kitchen's wiring.
Step 3: Connect to a Customer Support Agent
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!