Troubleshooting Guide

1. Troubleshooting Guide

2. Table of Contents Shower Filter 3 Leak Between Top Housing & Filter 4 Leak Between Swivel Collar & Housing 5 Leak at Top of Swivel Collar 6 Counter Top Drinking System7 Leak Between Swivel Collar & Diverter 8 Leak Around Circular Caps 9 Under Counter Drinking Systems10 Leak From Hose Connection 11 Non-Stop Dripping 12 Leak From Base of Filter 13 Whole Home System14 Whole Home 15 Miscellaneous Issues16 Water Tastes Bad 17 Slow or No Water Flow 18 A-Cartridge Does Not Fit 19

3. Shower Filter Premium Shower w/wand Premium Shower Small Shower

4. Shower Filter Shower Filter is leaking in-between the Top Housing & the Filter Cartridge: • Check and make sure the O-ring that goes in the bottom of the Top Housing is still in place and is not missing. • If the O-ring is in place, remove the O-ring and flip it around to the other side. • If this still does not fix the leaking issue, replace the O-ring.

5. Shower Filter Shower Filter is leaking in-between the Bottom of the Chrome Swivel Collar and the Top Housing Pipe: • Disconnect the Chrome Swivel Collar from the Shower Pipe. • Identify that the Rubber Washer which is located in the center of the Chrome Swivel Collar is not damaged. • Re-connect the Chrome Swivel Collar to the Shower Pipe and tighten the Collar hand tight by turning it Clockwise. • Once the Chrome Swivel Collar is hand tightened, use pliers and tighten the Collar half a turn. • Turn the Shower on & test for leaks. • If the Chrome Swivel Collar is still leaking, tighten the Collar another half turn using your pliers. • Again, turn the Shower on & test for leaks. • If the Chrome Swivel Collar is still leaking after it has been snugged as directed is step 4 & 5, repeat step 6 one more time or until the If the Chrome Swivel Collar fills snug against the pipe. • If a seal is not created after following through with steps 1-8, replace the Top Housing.

6. Shower Filter Shower Filter is Leaking at the top of the Chrome Swivel Collar where it connects to the Shower Pipe: • Disconnect the Chrome Swivel Collar from the Shower Pipe. • Apply Teflon Tape to the exposed threads located at the tip of the Shower Pipe by rapping 3-4 layers of tape in a Clockwise direction. • Re-connect the Chrome Swivel Collar to the Shower Pipe and tighten the Collar hand tight by turning it Clockwise. • Once the Chrome Swivel Collar is hand tightened, use pliers to tighten the Collar until it fills snug against the pipe.

7. Counter Top Drinking System

8. Counter Top Drinking System Counter Top Drinking Water Filtration System is leaking in-between the Chrome Swivel Collar and Diverter Assembly: • Disconnect the Chrome Swivel Collar from the tip of the faucet. • Identify that the Rubber Washer/O-ring is still in place and is not damaged. If the Rubber Washer/O-ring is damaged, it must be replaced. If the Rubber Washer/O-ring is not damaged, continue with step 3. • Re-attach the Chrome Swivel Collar to the tip of the Faucet Threads and tighten the Collar hand tight. • Once the Chrome Swivel Collar is hand tightened, use pliers to tighten the Collar until it fills snug against the tip of the faucet. • Turn cold water on, activate the filter and check for leaking. • If an Adapter was not used and the faucet is still leaking in-between the Chrome Swivel Collar and Diverter Assembly after following steps 1-5, a thicker Rubber Washer/O-ring is needed • If an Adapter was used and the faucet is still leaking in-between the Chrome Swivel Collar and Diverter Assembly after following steps 1-5, a longer Adapter is needed.

9. Counter Top Drinking System Drinking Water Filtration System is leaking from around the Circular Threaded Caps/Knobs: • Note: The item that creates a seal between the Circular Threaded Caps/Knobs and the Filter Housing is an O-ring (Not the threads). • Remove the Circular Threaded Cap/Knob that is leaking by turning in the direction of the arrow that states loosen. • Note:Each Circular Threaded Cap/Knob unscrew in opposite directions of each other. • Once Threaded Cap/Knob is removed, identify that there is a Round Rubber O-ring sitting in the groove which is located in the bottom on the threads in the Filter Housing. • If the O-ring is missing, one will have to be installed in order to create a seal. If the O-ring is not missing, continue with step 5. • Inspect the O-ring for damage. • If the O-ring is damaged, it will have to be replaced. If the O-ring is not damaged continue with step 7. • With the O-ring in its proper place, re-assemble the Circular Threaded Cap/Knob onto the Filter Housing by turning the Cap/Knob in the opposite direction of the arrow that states loosen. • Note:The Circular Screw Caps/Knobs do not have to be extremely tight in order to create a seal. Just turn the Caps/Knobs freely until they stop naturally and then snug the caps until you feel there is enough pressure on the O-ring to create a seal. • If the caps are still leaking after following steps 5-7, replace the O-ring. • If the caps are still leaking after following steps 5-8, new Caps/Knobs and/or Filter Housing is needed.

10. Under Counter Drinking System Housing A & B Knobs O-Ring Mounting Hook Faucet

11. Under Counter Drinking System Under Counter Drinking System is Leaking from the Hose Connection in the Center of the Cap/Knob: • Make sure that the Cold Water Valve that supplies the Austin Springs Filtration System with water is turned on and that the Austin Springs Filtration System is turned off. • Important:Make sure the faucet being used with the Austin Springs Filtration System is an Austin Springs Faucet. • Identify that the correct hose is inserted into the correct Cap/Knob. If the hoses are in the wrong Cap/Knob, disconnect each hose and re-insert them into their correct location. • Note:To remove hoses, push in and hold down Grey Plastic Ring in the center of the Cap/Knob while pulling out the Hose. • Once each hose has been confirmed as being installed correctly, disconnect the hose that is leaking from the center of the Cap/Knob. • Re-insert the hose into the center of the Cap/Knob until it bottoms out and completely stops. • Turn the Austin Springs faucet on and check for leaking. If the Cap/Knob is still leaking, continue with step 6. • Disconnect the hoses from both the A&B Caps/Knobs and re-insert each hose into the center of Cap/Knob opposite of what it was disconnected from. Basically we are switching the hoses around backward. • Turn the Austin Springs faucet on and check for leaking. If the leak follows the hose over to the opposite cap that was originally leaking, this means the hose is the cause of the leak and has to be trimmed. • If the leak stays in the same Cap/Knob, this means the Cap/Knob needs to be replaced and is the cause of the leaking problem. • If the leaking stops completely when the hoses are switched around backward but then starts to leak again when you switch the hoses back to their correct Caps/Knobs. This means the Cap/Knob needs to be replaced and is the cause of the leaking problem. • Important: Once the source of the leak has been identified. Make sure each hose is switched back to the proper Cap/Knob as recommended by the manufacturer.

12. Under Counter Drinking System Under Counter Drinking System Faucet is Dripping Non-stop: • Make sure that the Cold Water Valve that supplies the Austin Springs Filtration System with water is turned on and that the Austin Springs Filtration System is turned off. • Important:Make sure the faucet being used with the Austin Springs Filtration System is an Austin Springs Faucet. • Identify that the correct hose is inserted into the correct Cap/Knob. If the hoses are in the wrong Cap/Knob, disconnect each hose and re-insert them into their correct location. • Note:To remove hoses, push in and hold down Grey Plastic Ring in the center of the Cap/Knob while pulling out the Hose. • Once each hose has been confirmed as being installed correctly, disconnect the hose from the A-Cap/Knob. • Focus your attention to the tip of the hose that was inserted into the A-Cap. • If the hose is dripping water non-stop, the faucet will need to be replaced. • If the hose is not dripping water non-stop. This means the faucet is holding water and does not have to be replaced. • Note: The faucets used with Austin Springs Under Counter Water Filtration Systems are Pressure Relief Air Gap Faucets and are designed to keep the Austin Springs Filtration System from being under a constant pressure. This means the dripping may be due to the Austin Springs Filtration System relieving pressure or air from the system housing which is done through the faucet.

13. Under Counter Drinking System Under Counter or Counter Top is Leaking from the Base of the Filter Housing and not from around or in the center of the Caps/Knobs: • This is an indication that the Housing is damaged and needs to be replaced. • It is best to also replace the Caps/Knobs with the housing for compatibility purposes. • Important Note #1: If vegetable or cooking oil have been used to lubricate the Housing O-rings, this may be the cause of the problem. Vegetable and Cooking Oils can break down many types of plastic and cause damage. • Important Note #2: Make sure the filters are being changed every 6-months. If the filters are not being changed out every 6-months as recommended by the manufacturer, excess pressure could build up in the filtration system and cause damage to the unit.

14. Whole Home System

15. Whole Home Troubleshooting • Because of the self container nature of our Whole Home Filtration System anything that could be an issue would call for a replacement part. Please call our service line at 1-866-238-5855 and we will be happy to trouble shoot with you and send out any replacement parts as necessary.

16. Miscellaneous Issues Under Counter Counter top

17. My Water Tastes Bad After Filtration: • Identify that the correct hoses are in the correct Caps/Knobs. • Counter Top System: Disconnect the hoses from the A&B-Caps (To remove the hoses, press down on the gray piece in the center of the cap and pulling up on the hose), hold both of the hoses directly over a drain (facing toward the drain), turn your water on cold and activate the diverter. Water will come out of one of the hoses. Whichever hose the water comes out of goes into your "A" cap. • Under Counter System: White Hose (A-cap), Blue Hose (B-cap), Orange Hose (Supply Line). • If the Hoses are installed in the incorrect Caps/Knobs. Switch the hoses over to their proper location, run the filter for about 5 minutes and the taste will improve back to normal. If the hoses are installed into the correct Caps/Knobs, continue with step 3. • Disconnect the hoses from both the A&B Caps/Knobs and re-insert each hose into the center of Cap/Knob opposite of what it was disconnected from. Basically we are switching the hoses around backward. • Note:To remove hoses, push in and hold down Grey Plastic Ring in the center of the Cap/Knob while pulling out the Hose. • Run the filtered water for about 6 minutes. • Turn off the filtered water and switch the hoses back over to their proper location. • Run the filter for about 1 minute and the taste will improve back to normal. • Important Note: Since Austin Springs does not remove the healthy natural trace minerals and since taste is subjective. If the taste of the water does not improve after completing steps 1-6, the taste you are experiencing may just be the rich mineral content in your water.

18. Slow or No Water Flow • Identify that the correct hoses are in the correct Caps/Knobs. • Counter Top- Disconnect the hoses from the A&B-Caps (To remove the hoses, press down on the gray piece in the center of the cap and pulling up on the hose), hold both of the hoses directly over a drain (facing toward the drain), turn your water on cold and activate the diverter. Water will come out of one of the hoses. Whichever hose the water comes out of goes into your "A" cap. • Under Counter-White Hose (A-cap), Blue Hose (B-cap), Orange Hose (Supply Line). • If the Hoses are installed in the incorrect Caps/Knobs. Switch the hoses over to their proper location and run the water to see if this corrects the problem. If the hoses are installed into the correct Caps/Knobs, continue with step 3. • Next we are going to identify which filter is not allowing water to pass through. • Disconnect the hoses from both the A&B Caps/Knobs and re-insert each hose into the center of Cap/Knob opposite of what it was disconnected from. Basically we are switching the hoses around backward. • Note:To remove hoses, push in and hold down Grey Plastic Ring in the center of the Cap/Knob while pulling out the Hose. • Run the filtered water. • If the flow of the water increases, this means the a-cartridge is clogged with sediment and needs to be replaced. If the flow of the water does not increase, continue with step 7. • Note: If clogged filters are a common problem a pre-filter may need to be added to the filtration system to prevent this from happening again in the future. • Switch the hoses back over to their proper location. • Remove the Filter Cartridges from the Filter Housing and run the water through the filtration system without the filters in the Housing. • Note: If there was no water in the Housing when you remove the filters, the issue may be in the Austin Springs Faucet (Under Counter Systems) or Diverter Hose (Counter Top Systems).In cases like this, replace the Austin Springs Faucet or Diverter Hose. • If the water flow is normal without the filters in the Housing, This means the filters need to be replaced. • If the water is still not flowing when there are no filters in the housing, this means the Housing needs to be replaced.

19. The A-Cartridge Does Not Fit • Identify that the A-Cartridge is being installed in the correct direction. If it is not, flip it around to its proper direction. If it is, continue with step 2. • Note: The A-cartridge has to be installed where the section of the Filter Cartridge that contains the O-ring is face down in the Housing Cylinder marked “A” and the section of the A-cartridge that has the spokes is facing upward toward the Cap/Knob. The A & B Cartridges are installed in opposite directions of each other. • If you are exchanging the old filters with new ones, make sure the Old A-Cartridge that was removed from the Filter Housing has not come apart and still contains the Plastic Caps at both ends (The section of the Filter Cartridge that contains the O-ring & the section that has the spokes). • If the Old A-Cartridge does not have both ends, most likely the end that is missing off the filter has been left behind and is still in the Filter Housing Cylinder marked “A” which is preventing you from installing the New A-Cartridge. • If this is the case, we will need to remove the piece of the Old A-Cartridge that was left behind form the Filter Housing Cylinder marked “A” in order to install the new A-cartridge. • If this cannot be done, the Filter Housing will have to be replaced.