Resources & Troubleshooting
Quick fixes, maintenance tips, manuals and warranties for your water softener and drinking water system.
Troubleshooting
Most problems have a simple cause. Try these steps first. If something is leaking or you are not sure, call us.
Water Softener
These steps work on every Sentinel package. The Guardian and PRO use the Matrix valve. The ELITE uses the CQ valve, which has a backlit screen. Where the two are different, it is noted.
My water feels hard again (spots, scale, no slick feel)
- Check the salt. The brine tank needs salt above the water line.
- Look for a salt bridge: a hard crust of salt with an empty space underneath. Gently break it up with a broom handle.
- Check the bypass valve. The two red handles should point the same way as the arrows on the valve (Service), not toward the center (Bypass).
- Check the display. If it is blank, see the next question.
After you fix the cause, the water softens again after the next regeneration.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
The display is blank
- Make sure the power adapter is plugged into the valve and the wall.
- Check the outlet. It must not be on a light switch, and the breaker or GFCI must not be tripped.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
The time is flashing or wrong
This happens after a power outage and when daylight saving time starts or ends. To reset the clock:
Guardian and PRO (Matrix valve):
- Press SET CLOCK.
- Set the hour with the arrow buttons, then press NEXT.
- Set the minutes with the arrow buttons, then press NEXT.
ELITE (CQ valve):
- Press CLOCK.
- Set the hour with UP or DOWN, then press NEXT.
- Set the minutes with UP or DOWN, then press NEXT.
If the clock keeps losing time after outages, call us.
The display shows ERROR and a number
Guardian and PRO (Matrix valve): Unplug the power adapter, wait a few seconds, and plug it back in. You can also press NEXT and REGEN together for 3 seconds. If the error comes back, call us.
ELITE (CQ valve): The screen turns red. Call us.
Do not open the valve.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
The salt level has not gone down in weeks
This is usually a salt bridge. Gently break up the crust with a broom handle. If water is standing high in the brine tank, call us.
I need soft water right away
You can start a regeneration yourself:
- Press and release REGEN once. "Regen Today" flashes, and the system regenerates tonight. Press it again to cancel.
- Press and hold REGEN for 3 seconds to start right away.
Avoid heavy water use until the regeneration finishes.
Water is leaking at the softener
Turn the bypass valve to Bypass: point both red handles toward the center. Water still reaches the house, but it skips the system. If you are not sure how, turn off the main water to the house. Then call us at 281-240-0261.
Reverse Osmosis Drinking Water
Water comes out slowly at the drinking water faucet
- The storage tank may be empty after heavy use. Give it a few hours to refill.
- The filters may be due. Most filters last 6 months to 1 year.
- Low air pressure in the storage tank is the most common cause. We check and adjust it on a service call.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
The drinking water tastes or smells off
The carbon filter is likely used up. Schedule a filter change. UnitedCare members get filter changes at no charge.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
Water is coming out of the small faucet hole or gurgling at the sink
The drain line or air gap is likely clogged. Call us to clear it.
The system keeps running and the drain sound does not stop
The automatic shut-off valve may need replacing. Call us.
LeakSecure
LeakSecure is offline or will not pair with the app
Make sure the power adapter is connected to the LeakSecure valve and to a working outlet. Then try pairing again in the app. See the LeakSecure manual.
Still not right? Call 281-240-0261. We service systems typically within 24 to 48 hours.
Something not listed here? Call 281-240-0261 or request service. We service and repair water treatment equipment typically within 24 to 48 hours, including systems we did not install. See Service and Repair.
Maintenance & How-To
Salt
Keep salt above the water line in the brine tank. Check it about once a month. UnitedCare members get salt delivered on their route visit schedule. See Salt Deliveries & Filter Changes.
Drinking water filters
- Sediment, carbon and polishing filters: every 6 months to 1 year
- Reverse osmosis membrane: every 2 years
Filter life depends on your water. UnitedCare members get annual filter changes at no charge.
Bypass valve
The bypass valve lets water skip the system. It has two red handles.
- Service: both handles point the same way as the arrows on the valve. Keep it here, or your water will not be treated.
- Bypass: both handles point toward the center. Use it if the system leaks or needs service.
Power outages and daylight saving time
Reset the clock after an outage or a time change. See "The time is flashing or wrong" above.
Freezes and hurricanes
See our Freeze & Hurricane Protection Policy. A Weather Enclosure protects outdoor systems.
UnitedCare Membership
Free salt, free R.O. filters, and no charge for service. See UnitedCare Membership.
Manuals & Warranties
Download the documents for your system. Your package name is on your paperwork.
Videos
How-to videos are coming soon. Have a question now? Call 281-240-0261.