Sterra S — Sparks Inside the MachineUpdated 2 hours ago
If you see, hear, or smell sparks coming from inside your Sterra S water purifier, treat this as an immediate hazard.
An internal electrical arc or short circuit is occurring. For your personal safety and the protection of your home, do not attempt to press any buttons on the touch panel, do not look inside the outer plastic casing, and do not attempt to use the machine.
Please execute these 3 immediate safety steps to safely isolate the appliance:
Step 1: Terminate Electrical Power Safely
Do not touch the back power rocker switch on the machine itself, as moisture or internal current could be tracking near the casing.
Instead, walk to your home’s wall socket and turn off the wall switch feeding the power cord.
Once the wall switch is turned off, safely unplug the power cord from the wall socket entirely.
Step 2: Shut Off the Incoming Water Supply
To eliminate any risk of localized water leaks interacting with damaged electrical components, turn off its water line feed:
Locate the metal T-valve adapter connection under your sink or near your water main line.
The Fix: Turn the small handle so that it sits perpendicular (at a 90-degree angle) to the water pipe.
Step 3: Connect to 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!