Before you start troubleshooting
How these fault-finding guides work and what to have ready.
Each troubleshooting guide in this section starts from what you can see on site and works from the simplest thing to rule out to the least likely. Most faults are found in the first two or three checks, without a part or a second visit.
Before you start
- Find the MX number on the cylinder label. Almost every remote check depends on it.
- Ask when the problem started and whether anything changed around that time, such as a power cut, an electrician's visit, an app update, or new solar or battery equipment.
- If you carry out a reset, note the time. Mixergy support can check on the servers whether it worked.
TIP
Have the cylinder's MX number ready before you call. Mixergy support can see charge history, pump behaviour, clamp readings and diverter output on the servers, and a two-minute data check often saves a site visit.
Which guide do I need?
- No hot water at all: No hot water
- Heats, but not to the level, times or temperature expected: Cylinder not heating as expected
- Charge stuck around 10 to 30%: Charge stuck at 10 to 30% (top-up pump)
- Solar not heating the cylinder, or PV power showing 0: Solar PV not heating the cylinder
- Diverter silent, clicking, or not diverting despite export: PV diverter not working
- No clamp reading in the app: Check the CT clamp and interface
- Immersion suspected: Test an immersion heater
- Gauge dead, frozen or wrong: Gauge blank, frozen or showing the wrong level
- Indirect heating not working: Zone valve not opening
- Repeated discharge at the tundish: Tundish discharging
- Cylinder offline or no blue Wi-Fi light: Cylinder offline or not connecting
- Wrong schedule, can't pair, or data missing in the app: App settings causing unexpected heating
What the outcomes mean
Every guide ends in one of these outcomes, so you know who acts next.
- Fix on site: you can resolve it there and then. Confirm it's working before you leave.
- Remote fix: Mixergy support can sort it from the servers or the app, for example a settings change, a pairing fix or a data check.
- Part needed: contact Mixergy support with the MX number. Support will confirm the part and the warranty cover.
- Engineer visit: a competent engineer or electrician needs to attend.
- Investigation needed: log the MX number, dates, photos and what you've seen, and pass it to Mixergy support.
- Not a Mixergy fault: the cylinder is working as designed, or the fault is in equipment Mixergy doesn't supply, such as the boiler, the PV array or the plumbing.