Sterra X — Fine Particles or Air Bubbles in Dispensed WaterUpdated 2 days ago
If you notice that the water from your Sterra X looks cloudy, milky, or has tiny white specs floating in it, don't worry—your water is almost certainly safe. This is a very common occurrence in water purifiers and usually points to harmless trapped air or natural mineral deposits.
To figure out exactly what is causing the cloudiness and how to clear it, perform this quick 60-Second Glass Test:
The 60-Second Glass Test
Pour a fresh, clear glass of water from your Sterra X and place it on the counter. Watch it closely for one minute:
Scenario A: The water clears up from the bottom to the top. Within a minute, the cloudiness vanishes completely and leaves behind crystal-clear water.
Scenario B: The white specs do not disappear. They stay floating, sink to the bottom, or leave a light, powdery ring around the edge of the glass.
How to Fix It Based on Your Test Results
If You Have Scenario A (Harmless Air Bubbles)
The "cloudiness" is actually millions of microscopic air bubbles. This happens when water lines are highly pressurized, or if you recently changed your filters. New carbon filters are packed with dry, microscopic pores that trap air. As water forces its way through, that air is released into your glass as tiny bubbles.
The Fix: This is completely harmless and safe to drink. The bubbles will disappear on their own over 7 to 10 days of normal usage. To speed things up, you can hold down the water dispense buttons to flush 2 to 3 liters of water continuously through the system.
If You Have Scenario B (White Mineral Particles)
If the particles do not pop or disappear, they are natural mineral flakes (like calcium or magnesium). This means one of two things:
Your filters are more than 9 months old: The internal filter core has reached its maximum absorption capacity and is saturated. It can no longer trap household minerals effectively, causing them to group together and show up in your glass.
The Fix: Your Sterra X needs a fresh filter set. Please order a replacement filter pack and connect with an agent to restore perfect purity.
Your filters are brand new (under 9 months old): If the filters are new, the system may just need an internal pipe and line cleansing flush to clear out factory dust or loose hard-water minerals.
The Fix: Follow the quick internal system flushing steps below.
How to Run an Internal Line Flush (Filters Under 9 Months Old)
If your filters are still healthy but you see persistent mineral particles, trigger the automatic system cleaning loop:
1.1. Power Cycle the Dispenser: Resets the internal logic board.
Turn off the power switch located at the back of your Sterra X, unplug the power cord from the wall outlet, and wait 30 seconds. Plug it back in and turn the power on.
2.2. Clean the Rear Dust Filter: Clears the dust screen.
Locate the mesh dust filter frame on the back panel of the machine. Slide it out gently, rinse any accumulated dust under running tap water, dry it completely, and slide it back into position.
3.3. Trigger the Internal Flushing Mode: Automatically flushes the lines.
On your front touch panel, press and hold both the 'Filter' and 'Volume' buttons simultaneously for 5 seconds. The Sterra X will beep and automatically initiate a high-volume internal flushing cycle to scrub the internal tanks and water tubes clear of stray particles.
Still seeing particles after running the system flush?
If your filters are less than 9 months old, you've completed the line flush, and white particles are still clouding your glass after 48 hours, please take a quick 60-second phone video showing the water dispensing into a glass.
Log in to our Customer Support Portal.
Submit a support ticket describing the issue.
Attach the 60-second phone video showing the water dispensing into a glass.
Thank you for your patience, and we look forward to getting this sorted out!