Sterra X — Machine is Hot or OverheatingUpdated 2 days ago
It is entirely normal for the back and sides of your Sterra X to feel slightly warm while it is actively chilling or heating your water. However, if the exterior plastic or metal casing feels noticeably hot to the touch, your machine is struggling to breathe.
This happens when a lack of open space around the unit creates a "heat trap," forcing the cooling engine to work twice as hard and overheat the outer shell. Follow these 3 simple steps to restore proper airflow and cool your machine down:
The Thermal Depressurization & Ventilation Sequence
1.1. Power off and disconnect the unit: Stops active heat generation.
Turn off the power switch located at the back of your Sterra X and pull the power plug completely out of the wall outlet. Do not leave it running while it is overheating, as this can permanently age the cooling engine.
2.2. Move the unit to create a 10–15cm clearance buffer: Establishes life-saving airflow.
Pull your Sterra X forward, away from walls, cabinets, or other kitchen appliances. Ensure there is a minimum of 10cm to 15cm (about 4 to 6 inches) of completely open space on all sides, especially behind the back metal grilles. Never block the top or sides with towels or storage boxes.
3.3. Enforce a mandatory 2-hour cooling rest: Allows thermal equalization.
Leave the machine completely unplugged and sitting in its new, well-ventilated spot for at least 2 full hours. This allows the trapped internal heat to safely vent out into the room and lets the cooling fluid pressures return to normal.
Re-Testing Your Machine
After 2 hours have passed, plug the unit back directly into the wall and toggle the rear power switch ON.
Monitor the machine closely over the next hour. With the new 15cm clearance buffer established, air should circulate freely, and the exterior casing should settle back into a safe, mild operating temperature.
Still overheating after the 2-hour rest?
If you have provided plenty of open wall clearance and completed the full 2-hour shutdown, but the outer casing becomes burning hot again within an hour of turning it back on, your machine has an internal cooling fan failure or an electrical short on the thermostat rail.
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!