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Troubleshoot Experience Whirlpool Not Turning On or Off

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Refer to the following information for possible causes to diagnose an experience whirlpool that is not turning on or off.

Ensure that the whirlpool is a Kohler whirlpool by locating the model number and serial number located on the motor / pump assembly. Refer to "Identifying Your Bath or Whirlpool Model" for additional information.

1. Bad Electrical Connection

  • It is common that electrical power is not available at the field wiring box located on top of the motor / pump.
  • Ensure that the electrical supplied is 220V, not 110V.
  • Make sure the breaker is turned to "on".
  • Ensure power supplied is not two 110V lines of the same phase. It needs to be two 110V lines from two different phases.
  • Check to make sure the GFCI break is not tripped.

Identify the Issue

  1. The easiest method to confirm proper power supply is to measure with a multi-meter the voltage inside the field wiring box (Fig. 1). It should read 220V.

(Fig. 1)

  1. Press any buttons on the user interface to see if it activates. If the user interfaces does not activate, there is no power supplied to the whirlpool unit or the user interface is disconnected.
  2. Verify that the dedicated circuit breaker to the whirlpool is in the "on" position.
  3. Ensure the GFCI/RCD is not tripped.
  4. Check the wires in the field wiring box and make sure that all connections are secure.
  5. Verify that the dedicated service to the field wiring box is a 220V, two wire connection (Fig. 2).

(Fig. 2)

 

2. Motor / Pump is Not Connected

  • During installation, plugs may become disconnected from the controller causing the whirlpool not to operate properly. 
  • It could be possible that the heater is plugged into the controller but not the motor / pump.
  • It is not uncommon for installers to assume there is only one cord to plug into the controller and miss one (Fig. 3).

(Fig. 3)

Identify the Issue

  1. Disconnect the connectors from the motor / pump and heater and inspect the prongs on each plug. Make sure they are straight (Fig. 4).
  2. Reconnect and firmly re-seat the connectors onto the controller connectors (Fig. 5).

(Fig. 4)

(Fig. 5)

 

3. Disconnected Wiring or Pulled Wires

  • Kohler whirlpool units include multiple cables and connectors. During handling and installation, a cable may be disconnected.
  • During installation, plumbers may remove components to slide the unit in place. Cables may not be reconnected or may be connected improperly.

Identify the Issue

  1. Press the power button on the keypad. If it lights up the keypad is functioning properly. If it does not light up, proceed to the next step.
  2. Visually inspect the connection at the keypad or the controller. If the connections at the keypad and controller are loose and not properly inserted and seated, the keypad will not function properly.
  3. Visually inspect all cables and connectors to ensure properly installed. If wires or connectors are damaged, new wiring harnesses may be ordered and replaced.
  4. A simple way to ensure that connections are properly seated is to disconnect the wiring harness from the keypad and controller and reconnect them. When reconnecting to the keypad and controller, listen for a "click" (Fig. 6).

(Fig. 6)

4. Components Not Working Properly

  • Although components and assemblies are tested before leaving Kohler facilities, harsh handling and shipping can result in damaged components.

Identify the Issue

  1. If 220V has been confirmed and the keypad cable is connected properly, the keypad should light up. If it does not, the keypad and/or controller should be replaced.
  2. Press the power button on the keypad. You should hear a quiet "click" from the controller. If a click is not heard, the controller is not functioning properly.
  3. If the keypad and controller appear to work and you can hear the pump working, but no water is flowing, either a butterfly valve or the pump is not working properly.
  4. To confirm if the butterfly valve is not working properly, please refer to section 5.
  5. If the pump makes noise but does not appear to turn, the motor may not be working properly.

5. Butterfly Valve Not Operating

  • Although components and assemblies are tested before leaving Kohler facilities, harsh handling and shipping can result in damaged components.

Identify the Issue

  1. Make sure the butterfly valve is connected to the proper connector on the wiring harness. The wiring harness will be labeled, for example, "flex valve", "zone 3 valve", etc. Review the Installation and Homeowner's Guide for additional information
  2. Inspect the butterfly valve / wiring harness connections. If the wiring harness is damaged, like a cut wire or a pulled out wire, then it should be replaced (Fig. 7).

(Fig. 7)

  1. Make sure there is enough slack in the wiring harness to allow the connector to fully engage with the butterfly valve connector.
  2. Test the butterfly valve using a simple procedure to determine if it is operational. 

Items Needed to Test Butterfly Valve (Fig. 8)

  • Nine volt battery
  • Test leads suitable for connecting between the nine volt battery and the butterfly valve connector

(Fig. 8)

  1. Disconnect the butterfly valve connector from the mating harness connector (Fig. 9).
  2. Put a mark on the shaft of the motor and the case. This will be an indicator if the butterfly valve is operating when connected to the nine volt battery (Fig. 10). Note: You will also be able to hear the valve operate when connected to the nine volt battery.
  3. Connect the leads to the nine volt battery.
  4. Insert one test probe into each socket of the butterfly connector. Make sure that there is a contact between the pin inside the connector and the probe. If the shaft of the butterfly valve doesn't move or if you don't hear the valve operate, reverse the probe in the socket of the connector (Fig. 11).
  5. The butterfly valve is operating properly if the shaft rotates one-quarter turn. Switch the probe in the socket of the connector and the valve should return back to the start position. The mark on the shaft and the case should be in-line.
  6. If the shaft on the butterfly valve doesn't rotate at all, or if the shaft rotates less than one-quarter turn, the butterfly valve should be replaced. 

(Fig. 9)

(Fig. 10)

(Fig. 11)

6. Whirlpool Jets Are Not Working

  • Kohler whirlpool jets are adjustable. By rotating the outside ring, they can be turned on or off. Refer to the Installation Guide for your model for exact operation (Fig. 12).
  • If the jets are still not operating after rotating the outside ring, replace the jets that are not functioning.

(Fig. 12)

 

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