Sterra S — Machine is Hot or OverheatingUpdated 2 hours ago
Like a computer or a refrigerator, your Sterra S has internal motors (a cooling compressor and heating coils) that generate heat while keeping your water at perfect temperatures. To stay cool, the machine needs to "breathe." If dust blocks its vents, or if it is tucked too tightly into a corner, the outer shell can start to feel noticeably hot.
Follow this simple thermal reset sequence to clear the heat buildup and get your machine running safely again:
The Overheating Reset Method
1.Power down and rest:2 Hours Minimum.
Locate the main power switch at the back of the Sterra S and turn it OFF. Unplug it from the wall socket. Let the machine sit completely idle for 2 full hours to let the internal engine cool down safely to room temperature.
2.Clean the rear dust filter:While machine rests.
Go to the back of the machine and locate the mesh dust filter slide. Gently pull it out. Wash the filter under cool running tap water to clear out lint and dust buildup. Shake off excess water and let it dry completely before sliding it back in.
3.Check your ventilation space:Clear the area.
While your machine cools, inspect its placement on your countertop. Ensure there is at least 4 inches (10 cm) of open space on all sides (back, left, and right). Remove any boxes, appliances, or towels blocking the ventilation slots.
4.Restart the machine:Monitor behavior.
Once the 2 hours are up and the filter is 100% dry and reinstalled, plug the power cord back into the wall and turn the rear switch ON. Let the system complete its initialization cycle.
⚠️ When to call us immediately: After completing the steps above, touch the side panels after an hour of use. If the casing becomes burning hot to the touch again, or if you smell a distinct burning plastic aroma, turn the machine off immediately and contact our customer support
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!