Sterra Y — Product Leakage from the Bottom of the MachineUpdated a day ago
Discovering a puddle of water beneath your Sterra Y requires immediate attention to protect your countertops and prevent water from entering the machine's electrical compartment.
Before trying to diagnose why the leak is happening, follow this step-by-step guide to safely isolate the machine, clean the area, and pinpoint the source of the water.
Leak Containment & Diagnostic Sequence
1.1. Isolate the power and water lines: Stops active flooding immediately.
Turn off the master power switch on the back of the machine and unplug the power cord from the wall outlet. Next, locate the small blue inlet valve on the tubing behind the unit (or the main metal valve under your kitchen sink) and turn it to the closed position to stop fresh water from entering the machine.
2.2. Check your filter lifespan and installation: Pinpoints the water source.
Wipe down the puddle completely, then open the side filter compartment door. Check the dates on your filters:
Are your filters older than 6 months? Overdue filters can become severely clogged, building up internal backpressure that causes water to crack the filter casing or leak out of the upper O-ring seals. We highly recommend installing a fresh set of filters.
Were your filters changed very recently? If you just swapped them, a filter may be slightly misaligned. Firmly twist each filter to the left to remove it, check that the rubber O-rings are seated properly, and twist them firmly back to the right until locked.
3.3. Evaluate for environmental condensation: Rules out high-humidity sweating.
If the weather has been extremely hot and humid, the internal cold water tank can sometimes "sweat," causing water to drip down into the base tray.
To check if this is the cause, try turning off the green cooling switch on the back of the machine before you go to bed. If the pooling stops completely overnight and only returns when cold functions are turned back on during a humid day, the issue is environmental condensation rather than a broken pipe.
What if the machine is still leaking?
If your filters are up to date, securely locked in place, and the water continues to pool even when the cooling function is switched off, an internal component (like a water line joint or a internal float valve) has failed.
Keep your water intake valve closed and reach out 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!