Support
Help when you need it
How can we help you?
How can we help you?
Troubleshooting
Self-serve solutions for your generator.
Got a problem with your generator? You may be able to solve it yourself. If the solutions offered below do not solve the issue, please contact us or your local Service Center.
1 - There’s no fog/haze when I hit the SMOKE / FOG button.
Cause
Solution
Gas line is frozen
(cylinder has been tipped horizontally)
(cylinder has been tipped horizontally)
Turn cylinder upright. Depressurize gas on regulator. Close valve on gas cylinder, then open hose. Close it when hissing stops. Let machine warm up, then try it.
Gas cylinder is empty.
Refill/replace gas cylinder.
Neoprene washer is missing, creating a gas leak.
Check that washer is in the connection from the regulator to the cylinder.
Connection is loose or faulty, creating a gas leak.
Check all connections.
2 - The Heat LED stays on too long (15 minutes or more) without producing fog/haze.
Cause
Solution
Failure in either electronic panel or heating module.
Send machine to distributor for repair.
3 - The Heat LED flashes (FAIL mode).
Cause
Solution
Insufficient electricity reaching machine.
If you are using a long extension, shorten it. Check that powerbar is not overloaded. Make sure you have correct voltage for your unit (look in your user guide).
Machine is too hot.
Ensure there is proper ventilation around machine. Then, reset machine by switching off both power buttons, waiting 3-4 minutes, then switching them back on.
4 - The generator is dripping.
Cause
Solution
Grille surrounding fan is dirty.
With SMOKE function off, use a clean cloth or facial tissue to wipe grille that surrounds fan, making sure to clean underneath fan as well.
Ask us
Got a question? We've got an answer.<br>Use the form below to send us your question. You'll hear from us soon.