Sterra X — Product Leakage from the Bottom of the MachineUpdated 2 days ago
Discovering a puddle of water underneath your Sterra X can be alarming. To protect your counter tops and stop the water flow immediately, please follow this step-by-step troubleshooting guide to isolate the leak and find the cause:
Step 1: Shut Off the Incoming Water Pressure
Before checking the internal parts of the machine, you must cut off the water line feeding it:
Look at the water tube connection at the back or underside of your Sterra X.
Locate the small blue shut-off valve along the tubing line.
Turn the blue lever completely perpendicular (at a 90-degree angle) to the tube to close it. This shuts off incoming water pressure and stops an active leak.
Step 2: Identify the Cause of the Leak
1.1. Check your filter replacement timeline:Rule out a high-pressure block.
When was your Sterra X filter last replaced? Sterra X filters must be changed every 6 months.
If your filters are older than 6 months, the internal carbon block or membrane can become completely choked with sediment. This creates high back-pressure that can crack the internal plastic fittings and cause a leak at the base.
2.2. Determine if it is harmless environmental condensation:Identify heavy tank sweating.
Is your kitchen currently experiencing very high humidity, or is the machine sitting near an open window?
When the internal cooling system chills your water, a high humidity level in the air can cause the outside of the cold tank to "sweat" heavily. This moisture drops down into the base tray and look exactly like a leak.
3.3. Try the overnight condensation test:Apply a temporary solution.
If your filters are new and you suspect condensation: turn off the dedicated cold water switch at the back of the machine before you go to bed. Wipe the counter dry. If the puddle does not return overnight, the issue is environmental sweating rather than a broken pipe. You can turn the cold switch back on in the morning.
Still leaking after turning off the blue valve?
If your filter is over 6 months old: Your clogged filter is likely causing a pressure leak. Connect with an agent who will help you order a fresh filter set and schedule a technical replacement visit.
If the leak is continuous and does not stop (even after trying the overnight condensation test): An internal water line is broken or a float valve is faulty. Leave the blue valve turned off and connect with us below so an agent can quickly arrange an on-site technician repair visit.
To connect with 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!