NEED SUPPORT?
Check out the below Troubleshooting Guide if you are experiencing any issues with your Crystella Sparkling Water System. If you can’t find the answer here, contact our Support Team at help@crystella.com
Machine
It is normal for the compressor in the unit to operate intermittently. If you find it is running constantly, first ensure there is sufficient ventilation by checking that the ventilation grills are not blocked. Also remove any items surrounding the unit and allow it to cool.
You should also check if the thermostat has been turned up to ‘7’, as the unit may freeze if not in use for a long period, and use a screwdriver to adjust the thermostat to ‘5’.
It could also be that the temperature in your venue is above 30°C, as it is normal for the unit to work continuously at a high room temperature.
It is normal for the compressor in the unit to operate intermittently. If you find it is running constantly, first ensure there is sufficient ventilation by checking that the ventilation grills are not blocked. Also remove any items surrounding the unit and allow it to cool.
You should also check if the thermostat has been turned up to ‘7’, as the unit may freeze if not in use for a long period, and use a screwdriver to adjust the thermostat to ‘5’.
It could also be that the temperature in your venue is above 30°C, as it is normal for the unit to work continuously at a high room temperature.
Check that the machine is on a level surface and if not, contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
Check to see if your gas cylinder is empty. If it is empty, replace it.
If your gas cylinder is not empty, check that the gas pressure is around 350kpa.
If the problem is not resolved, contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
The cylinder has a regulator with a CO2 Gas Level indicator gauge, indicating the level of CO2 gas in the cylinder. When the indicator goes to orange, it is time to replace the CO2 gas cylinder.
If items 2 and 3 do not resolve the flow problem, contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
If the Sparkling water if flowing correctly, but the Still water is not, check the following:
If the Still water is flowing correctly, but the sparkling is not checked the following
2. If the flow control is set correctly and the sparkling water is not flowing correctly, check that the gas is not empty. This can be checked on the regulator with the gauge needle will be in the red section, as per the image below.
3. If there is a gas check that the pressure is set correctly. On the regulator gauge, it should be set to 350 KPA, as per the below image.
If items 2 and 3 do not resolve the flow problems of the Sparkling water contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
Water
First, check that there is power to your premises and that the mains power is switched on.
Make sure the power switch on the sparkling water dispenser is in the ‘ON’ position and the green light is on.
Also check the thermostat to make sure it is not in the ‘OFF’ position or close to ‘1’. Using a screwdriver, adjust the thermostat to ‘5’ but do not turn it all the way to ‘7’ or the unit may freeze and will not dispense water.
If the unit still won’t start, contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
25 seconds is the optimal time taken to pour 1 x 750ml Crystella bottle of sparkling water, so, first you should time how long it takes your unit to pour 1 x 750ml Crystella bottle of sparkling water. If required, adjust the flow controller (small handle on tap) until it pours at that rate.
40 seconds is the optimal time taken to pour 1 x 750ml Crystella bottle of still water, so, first you should time how long it takes your unit to pour 1 x 750ml Crystella bottle of still water. If required, adjust the flow controller (small handle on tap) until it pours at that rate.
Check that the mains water tap is open fully and if it is, contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
Contact the Crystella Customer Service Team (1300 222 552) or via email at help@crystella.com
The water dispensed is 3 – 10°C
Yes – we install a water filter in-line with the unit to ensure you serve high quality water to your customers.
At the time of installation we will train your staff on how to use the unit and we are also always available for extra support if required.
There is no difference in pouring still or sparkling water
Bottles should be run through a glass washer or dishwasher after each use.
installation
No – the taps that Crystella provide are specifically designed to provide your business with the best solution for your customers.
Your Crystella system comes as a package with 2 taps, as our market research has shown that having both sparkling and still water taps provides the best solution for your business and your customers.
Maximum recommended distance from the tap to the unit is 3 metres, as this is the standard length of pipe supplied. If the tap will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
Maximum recommended distance from the mains water connection to the unit is 3 metres, as this is the standard length of pipe supplied. If the mains water connection will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
The unit is supplied with a 2.5 metre power lead. If the power point will further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
Maximum recommended distance from the gas bottle to unit is 2 metres, as this is the standard length of hose supplied. If the gas bottle will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
The water hoses are flexible however they should not be bent sharply, or compressed, as this will cause an obstruction.
These issues will need to be identified and discussed with your Crystella Business Development Representative before the installation is scheduled. It is your responsibility to ensure that power and water are accessible.
No – we are happy to work with you to advise on requirements, however it is your responsibility to ensure that the site meets our installation criteria.
Standard installation will take approximately 2 hours.
Taps can be attached to various types of benchtops including wood, stainless steel and man-made stone so please discuss this with your Crystella Business Development Representative at the time of the site inspection. We do not cut holes in Granite or stone. This needs to be precut by your appropriate technicians before we can install.
Our cutting-edge, always on-tap systems deliver chilled still and sparkling water for office, workplaces and the hospitality industry, eliminating the reliance on single-use plastic bottles and minimising the costs associated with bottled water and their supply chains.
