Sterra Sun — Is Not Collecting WaterUpdated 2 days ago
If your Sterra Sun is running but the water tank remains completely dry, the machine may simply be miscalibrated against your room’s current moisture levels, or the internal cooling engine might need a manual restart.
Follow this simple 3-step Calibration Test to jumpstart your dehumidifier and check its hardware:
The 40% Humidity Calibration Test
1.1. Perform a manual power cycle: Clears system memory lags.
Turn the power switch OFF, completely unplug the power cord from the wall outlet, wait 30 seconds, and plug it back directly into the socket. This completely reboots the internal sensors.
2.2. Drop target humidity to 40%: Forces compressor overdrive.
Turn the unit on and use the control panel to change your target humidity setting down to 40% (its lowest operational target). This forces the cooling compressor to kick into heavy extraction overdrive, regardless of how dry your room might feel.
3.3. Let it run continuously for 1 hour: Verify water collection.
Leave the Sterra Sun running untouched on this 40% setting for exactly 1 hour. Do not open the water tank drawer until the hour has passed.
Still no water in the tank after 1 hour?
If the 1-hour test finishes and the water tank is still completely bone-dry, and the machine is blowing warm or regular room-temperature air instead of crisp, cold air over the condensing coils, the internal cooling mechanism has encountered a hardware issue, such as a refrigerant leak.
Because a sealed cooling loop cannot be serviced safely at home, do not attempt to take the machine apart.
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!