Customer Service
Frequently Asked Technical Questions
- I’m not getting any hot water from my Eemax heater. What do I do ?
- I’m a trained service technician or a technically skilled homeowner and I need troubleshooting instructions. Where can I find them?
- When water starts to flow through my heater, I hear a “click” come from the heater, and a “click” when water flow stops. Is this normal?
- The light on my Eemax heater comes on, but I have cold water.
- One light on my Eemax heater is flashing, and the light on another heating chamber is on steady. Is this normal?
- My heater “clicked” when water flowed through it, but now it doesn’t…and my water is cold. What can I do?
- I Have Hard Water – Can I Use An Eemax Heater?
- My Tank-type Hot Water Heater has a Temperature & Pressure Valve (T&P valve) – Why Don’t I Need One With My Eemax Tankless Water Heater?
- What Are The Electrical Requirements of an Eemax Heater?
- Do I Really Need To Install the Aerator?
- I Purchased an Eemax Heater and Installed It Under My Kitchen Sink. Why Isn’t My Water As Hot As I Expected?
- My Eemax Heater is Too Hot…How Do I Turn It Down?
- Do I Have To Hard-Wire The Heater? Can I Use a Plug & Cord For Power?
- Where Can I Find Efficiency Rating Information:
I’m not getting any hot water from my Eemax heater. What do I do ?
The first thing to do is to call Eemax Technical Support at 800-543-6163. A friendly service technician will be happy to help you identify the problem and get your heater back in operation. Please have your model number and serial number available when you call so we can properly identify your unit and assist you in a diagnosis and repair.
Top of FAQI’m a trained service technician or a technically skilled homeowner and I need troubleshooting instructions. Where can I find them?
Eemax has troubleshooting guides on our website for your model heater. Go to the product pages and download the appropriate troubleshooting guide from our technical library.
Top of FAQWhen water starts to flow through my heater, I hear a “click” come from the heater, and a “click” when water flow stops. Is this normal?
Yes, this is normal operation. The loudness of the click will vary with heater model.
Top of FAQThe light on my Eemax heater comes on, but I have cold water.
In most cases, this is a sign of a failed heating element. Heating elements in Eemax tankless products are designed for easy replacement and are available from the factory and from many wholesale distributors. Consult your owner’s manual, parts page, or call Technical Support at 800-543-6163 for the proper replacement part number for your heater.
Top of FAQOne light on my Eemax heater is flashing, and the light on another heating chamber is on steady. Is this normal?
Yes, this is normal operation. Your Eemax heater is regulating the temperature of the water and adjusting the total output of the heater, saving you money!
Top of FAQMy heater “clicked” when water flowed through it, but now it doesn’t…and my water is cold. What can I do?
Eemax heaters built since early 2006 have high limit thermostats built in. To reset this device:
- Make sure the power to the heater is turned off at the circuit breaker(s) and verify it’s off at the heater with an appropriate electrical tester
- Remove the cover to the heater. Depending on the model there will be one or two Phillips-head screws on the top and bottom of the cover – loosen the screws and the heater cover will pull off towards you.
- Each grey heating chamber has a circuit board attached to it; above or below the circuit board is a high limit thermostat. It is a small black device with (2) orange wires going to it and a small red button in the center. GENTLY push this red button – if the thermostat is tripped this button will move in slightly…if the button does not move the thermostat is not tripped.
- Reinstall the cover and turn on the circuit breakers.
- Check the heater for proper operation. If the thermostats continue to trip, call Eemax Technical Support for assistance.
I Have Hard Water – Can I Use An Eemax Heater?
YES! Mineral buildup is typically not a concern with an Eemax tankless hot water heater. Water is moved through the heating chamber with a high level of turbulence which ‘scrubs’ the interior every time you use it! In addition, Eemax tankless water heaters do not store water, so mineral and calcium build-up will be significantly reduced. Turbulent water flushes the system heating chamber every time the heater is turned on.
Top of FAQMy Tank-type Hot Water Heater has a Temperature & Pressure Valve (T&P valve) – Why Don’t I Need One With My Eemax Tankless Water Heater?
Eemax heaters are fully certified by Underwriters Laboratories (UL) and T&P valves are not required for tankless water heaters. You should consult your local codes for their specific regulations.
Top of FAQWhat Are The Electrical Requirements of an Eemax Heater?
Eemax Tankless Electric Hot Water Heaters come is a variety of electrical voltages and capacities – from 120 volts up to industrial installations with 480 volts. Please do not choose an Eemax heater by voltage alone – call Technical Support at 800-543-6163 or use our Sizing Guide to get the right heater for YOUR application.
Top of FAQDo I Really Need To Install the Aerator?
Yes. The Eemax heaters expressly designed for hand washing are specifically engineered for optimal performance at a flow rate of ½ gallon per minute which is the federal standard for hand washing applications. If the ½ gallon flow-restricting aerator is not installed on the fixture, more water will flow through the heater than ½ gallons per minute and the water will not be as hot as desired. If the supplied aerator cannot be installed call Technical Service at 800-543-6163 or see our Technical Service Bulletin for an acceptable alternative.
Top of FAQI Purchased an Eemax Heater and Installed It Under My Kitchen Sink. Why Isn’t My Water As Hot As I Expected?
If an Eemax heater is selected solely on the basis of the existing electrical circuit on site, the water heater will most likely be too small to deliver the hot water expected by the end user. All Eemax tankless water heaters require dedicated electrical circuits – for example, an existing circuit sized for a garbage disposal unit will only allow the installation of a very small Eemax water heater which will not be adequate for a kitchen sink application. Please refer to our Sizing Guide or call Technical Support for sizing assistance.
Top of FAQMy Eemax Heater is Too Hot…How Do I Turn It Down?
If you have an Eemax heater that has a “T” in the model suffix (such as EX95T or EX190TC) then the process is simple: remove the cover and find the temperature adjustment on the left side of the circuit board with the clear plastic cover and GENTLY turn counterclockwise to reduce temperature. If you have a Series Two, Three, or Four heater each heating chamber will have a circuit board – turn them all down unless directed otherwise by Eemax Technical Support. If your Series Two or Three heater has a circuit board with a BLACK cover that chamber is non-adjustable – call Eemax Technical Support for help.
If your heater model number starts with “SP” that heater is non-adjustable. We can reduce the water temperature by:
- Increasing the flow of water in the heater by removing the .5 GPM flow-restricting aerator and installing a 1.0 GPM aerator, or
- Reducing the heat made by the Eemax heater by installing an element with a lower kilowatt rating. Please call Eemax Technical Support for assistance.
Do I Have To Hard-Wire The Heater? Can I Use a Plug & Cord For Power?
All Eemax tankless heaters are designed for a hard-wired installation, that is, the wiring is permanently installed to the heater at installation. The use of a plug & cord to install the Eemax heater is not permitted.
Top of FAQWhere Can I Find Efficiency Rating Information:
Eemax water heaters have received an energy factor of .99 by AHRI – the Air Conditioning, Heating, and Refrigeration Institute (http://www.ahridirectory.org/ahridirectory/pages/home.aspx).
This means more than 99% of the energy going into the heater goes into heating the water – an extraordinary level of efficiency! Compare this to gas tankless water heaters with an energy factor of .82 and the difference is clear!
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