Troubleshooting

Here you will find solutions for the most common problems with your WaterGuard. Start with the symptom you observe and work through the checks in order. Many apparent faults can be narrowed down to the tank configuration, sensor position, connection or refill unit.

The badges below the title show which model each article applies to.

Jump straight to the problem

Choose the card that matches your symptom.

Level is wrong

Height, percentage or volume does not match reality.

Sensor is too long

Can I shorten the sensor? – No.

Refill does not start

Automatic refill is not activated.

Refill does not stop

Refill continues even though the minimum level has been reached.

Water keeps flowing

Water flows although refill is shown as inactive.

Error 100

Maximum refill duration exceeded.

WaterGuard is offline

The device is unreachable and refill does not work.

Wi-Fi problems

Wi-Fi requirements and behaviour when the connection drops.

New router or new Wi-Fi

Reconnect WaterGuard after a router change.

Account and owner

Sharing, transferring and device assignment.

Error codes

Overview of the error codes relevant to WaterGuard Refill.

Solenoid valves and accessories

Approved valves and load limits for WaterGuard Refill.

Filter warning

Clean the filter and then reset the message.

Contact support

When the appropriate diagnostic path does not solve the problem.

Quick check

Is your WaterGuard online?

If no, solve the connectivity problem first. After a safety timeout, WaterGuard Refill deactivates its switching outputs. As long as cloud communication is not working, automatic refill is affected as well.

Is the displayed water height plausible?

If no, first check the sensor position and sensor offset. Then continue to Level and sensor.

Is the height correct but the percentage or litres wrong?

The cause is usually the tank definition rather than the sensor. Continue to Level and sensor.

Is the level correct but refill not working?

Check automatic operation, the minimum level, online status and output configuration. Then continue to Refill problems.

Is a specific error shown?

Open the matching section under Error codes and LED signals.

Basic approach

Compare the core values before checking components. The most important diagnostic distinctions are: online or offline?, is the water height correct or already wrong?, is the controller actually requesting refill? and is water flowing although the controller is no longer requesting it?

If these troubleshooting steps do not resolve the problem, contact your installer for on-site support or reach out to myCistern customer support through the app.