Equipment Troubleshooting & Service Request

Equipment Troubleshooting & Service Request

Use this form to submit a troubleshooting and safety request. Answer only the questions that apply to your situation, follow all safety instructions, and attach any photos, video, or documents you have available.
Customer and Equipment Identification
WAIT- Did you check Technical Support, Manuals & Guided Troubleshooting

Melter, Dip Tank, or Any Heating Unit Manual & Troubleshooting

Filling system Manual & Troubleshooting

PX System or Melter with Filling System Manual & Troubleshooting

Tilting Process Kettle & Pot Tipper Manual & Troubleshooting

Heated Holding & Dispensing Tank Manual & Troubleshooting

WaxHand Manual & Troubleshooting
To Confirm: You Already Reviewed Manual with Troubleshooting Photos & Video
Do You Have
Exact model number or model name
Serial number
Original order, invoice, purchase-order, or customer number
Equipment generation / year
WE CANNOT CONTINUE WITHOUT PROPER PRODUCT IDENTIFICATION
Name
Email address
Customer / company / organization name
Phone number
Please enter a valid phone number.Format: (000) 000-0000.
Which equipment is having the issue
What is the equipment’s current state?
Last time the equipment operated normally

MonthDayYear
2 digit month, 2 digit day, 4 digit yearDate
Did any of these occur before the problem began?

Other
When does the problem occur?

Other
Melter, Dip Tank, PX System or Melter with Filling System, Tilting Process Kettle & Pot Tipper, Heated Holding & Dispensing Tank, and/or WaxHand Troubleshooting
What Issue Is Occurring?

Other
Unit is fully tested for leaks before and after installing electrical and is fully welded. Leaks could only be from ball valve not being tightened or missing teflon seal. If After making sure teflon and tightening valve with a wrench, is there a leak and from where?
Is there a cord, plug, receptacle, or disconnect condition issues?
Make sure unit plugged in to dedicated power voltage outlet. Make sure no extension cord and breaker is reset on the unit. Does it work?
When does the melter protective device trip?
Main power-button / light behavior
Make sure to reprogram Controller per video. What is display state?
Exact controller display, error code, or alternating values
If this occurs the first few times or after a period of inactivity, there may be a Low MEGOHM Condition (heaters may absorb moisture from the environment) which prevents heater from operating at maximum efficiency until unit is used several times and moisture evaporated out.
Melter setpoint and temperature unit
OUT indicator behavior
Relay / contactor sound when heat OUT changes on controller
Melter heat-output indicator and switching behavior
Independently measured material temperature
Material manufacturer, product/brand name
Material melt point, softening point, or operating range
Manufacturer-recommended mixing/blending temperature
Current material state
Approximate tank fill level when the symptom occurs
IS there any visible material residue on the unit?
How did heating performance change?
Making sure lid is on during normal heat-up, which practice was used?
Was the tank operated empty or with very little material?
Filling-System & Combo System Troubleshooting
Which Issue Is Occurring?
After making sure connectors are on correctly, Filler is leaking from (check all that apply)- please send photo
Perform In This Order to reduce extra testing

Do not skip ahead
Make sure unit plugged in to dedicated power voltage outlet or transformer. Make sure no extension cord and breaker is reset on the unit. Does it work?
When does the filling-system trip occur?
Exterior electrical-connector inspection

Other
Shut off unit. Disconnect the electrical connection from the Hose to the Head and then turn the Heat back on. Did it trip the breaker?
Shut off unit. Disconnect the electrical connection from the pump to the hose and Hose to the Head. Turn the Heat back on. Did it trip the breaker?
Filling-system controller display or error- Reprogram Filler Controller
Filling-system setpoint and temperature unit
Source melter/tank setpoint and temperature unit
Independently measured material temperature at the source
Relationship between filler and source-tank setpoints
Actual filler preheat duration before the symptom was tested
Was source material completely melted, mixed/prepared, and ready to dispense before the valve/pump was opened?
Carefully check that Filling System Connections are very warm (careful they may be hot and burn):
Is ball valve fully closed during filler preheat? Then Pump button turned on and then ball valve being opened?
What type of noise is pump making?
Instructions are clear that units should not be preheated or left heating without material for up to 1 hour. If material is in the system, allow 1 to 3 hours but not more.
Filling-system heat-output indicator and switching behavior- Make sure to Reprogram 1st
Premelted-material or trapped-air history? Rapidly press PUMP button on and off, while opening and closing ball valve in case instructions were not followed. I you can pour at lower level than melter, it is easier for air to be released from system.
Material-flow behavior

Other
Is an obstruction or foreign material suspected? Did you try a compressor to blow it out?
Shut off unit. Disconnect HEAD from the Hose and aim Hose back into melting tank. Turn the pump on and open the ball valve. Does material flow out of the hose?
Shut off unit. Disconnect the Hose from the Pump and place a Pouring Pitcher or bucket under the pump connector. Turn pump on and SLOWLY open ball valve- WARNING Hot Wax may pump out fast so have all heat resistant, protective material on. Does material flow out of pump.
Timed-fill or shot details
Advanced actions already performed and results
Photo, Video, and Document Uploads
Overall Equipment and Installation Photos

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Control Panel, Controller, and Display Photos

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Exterior Power Connection and Connector Photos

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Affected-Area Photos

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Short Symptom Video with Sound

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If SDS, TDS, Material Specifications requested, upload here

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Should be Empty:

Equipment Troubleshooting & Service Request

Customer and Equipment Identification

WE CANNOT CONTINUE WITHOUT PROPER PRODUCT IDENTIFICATION

Melter, Dip Tank, PX System or Melter with Filling System, Tilting Process Kettle & Pot Tipper, Heated Holding & Dispensing Tank, and/or WaxHand Troubleshooting

Filling-System & Combo System Troubleshooting

Perform In This Order to reduce extra testing

Photo, Video, and Document Uploads