Troubleshooting guides

Unit is not working

• Check the mains power has not tripped.
• When the unit is going through the ‘pre-wet’ cycle it can take up to 5 minutes before the unit starts to blow cool air.
• Check the batteries in the remote are working.
• If the fan is not starting, check the wall switch or remote control and see if it is in ‘auto’ or ‘auto-timer’ mode. Try switching it to manual to check the fan operation.
• Check the zones have been set correctly on the control pad.
• Attempt a mains power reset to clear any possible fault codes within the system.
  

Further troubleshooting is available via the user manual located online.

Unit is not cooling effectively

• When it is humid and the air is very moist, evaporation levels are lower. The cooling effect of the unit is reduced in humid weather.
• Ensure the windows/doors are open. Each room with an outlet or vent should have a window open approx. 100 mm. If there is moisture build-up or condensation, the openings may not be sufficient and will need to be opened further.

Drainage issues in yard

• During heavy rain, storm water drains may not cope with the large volume of water and may overflow. Once the rain has stopped, the water may pool for up to 72 hours before it drains away.
• Ensure that drainage is not impeded by any structures, objects or gardens. Surface drains, grates and drainage pits must be kept clear at all times.

Pooling water

• Water may pool in external patios, carports, front entry and walkways around the house for up to 12 hours after the rain stops.

Overflowing gutters

• During heavy rains, gutters may overflow due to the large volume of water. Should gutters (that can be reached with a 1.8m ladder) overflow during light rains, ensure that they have been cleaned and are free of leaves and debris.

• Where the garage door is stuck in either the open of close position, complete a reset via the auto switch or the mains power. The manual override (cord) may also resolve the issue. Please ensure that no one is under or near the garage door when using the manual overrides. Although it is unlikely for the garage door to close suddenly, it is best practice to make sure the area is clear.
• Ensure the batteries in the remote control have been replaced. Some wall mounted control panels are also battery operated and may need replacement batteries.

Garage door malfunctioning

• If the door is intermittently going up and down or stopping halfway, try resetting the unit by turning the power off, waiting 10 minutes and then switching it back on.

No hot water - Electric system

• Check power switch to ensure it has not tripped.
• Contact the energy provider to determine if the off-peak signal was successfully transmitted to the system overnight. If the signal was not transmitted, the system will need to reheat overnight.
• If the property has only recently been occupied, the hot water system may not have had enough time to heat up.
• If the unit is on an Off Peak or Economy tariff, it may be running out of hot water during the day. Off Peak or Economy tariffs mean the hot water system only heats up for a fixed time during the night. Discuss with your energy provider about moving to alternate tariff that will allow the hot water system to heat for a longer period. Please note that changing tariffs may result in increased electricity charges.
• During the colder months, hot water may run out quicker as showers tend to be longer or more frequent.

No hot water - Gas storage system

• Confirm that there is gas to other appliances such as the cooktop. No gas to any appliances indicates that the gas supply to the property has been disconnected or is yet to be connected.
• Confirm that the shut off valve to the system or gas meter for the property has not been switched off. This will prevent the flow of gas to the unit.
• Check that pilot light is lit. Instructions on how to light the unit are typically on the back of the small cover plate at the base of the system or in the user manual.

Hot water system is leaking

• Hot water systems, whether electric or gas, have an overflow pipe (relief valve) that allows water to escape. Water dripping from the relief valve is a normal function of the unit.

No hot water - Instantaneous gas

• The unit can be reset by turning the external power switch off, turning 2 - 3 hot water taps on, and then switching the power back on. Hot water should flow through the taps after a few minutes.
• Check that the temperature is correct, the LED should displays 48-50 degrees. Water temperature may seem cooler during the winter months. The final temperature of the water often depends on how far away the tap is from the hot water system i.e. how far it has to travel along the pipes, and how cold the pipes are.

No hot water - Solar hot water system

• Confirm that the booster is switched on. During extended periods of bad weather the booster is required to heat the water.

No hot water - Heat Pump

• If the heat pump hasn't been on for long it will take approx. 4-6 hours for the temperature inside the tank to reach its set-point level.
• If the unit is on an Off Peak or Economy tariff, it may be running out of hot water during the day. Off Peak or Economy tariffs mean the hot water system only heats up for a fixed time during the night. Discuss with your energy provider about moving to alternate tariff that will allow the hot water system to heat for a longer period. Please note that changing tariffs may result in increased electricity charges.

Lights not working

• Check the circuit breaker in the meter box and reset if required.
• Check globe has not blown and replace as required (where it can be reached with a 1.8m ladder). This includes IXL heat lamps, fluorescent tubes, rangehood and oven globes, and downlights with changeable lamps.

Lost keys or locked out of property

• DHA does not hold spare keys for properties. If keys have been misplaced or left inside the property, a locksmith will need to be contacted to gain entry.

Push button lock stuck

• If the push button lock is stuck in, the lock may have been twisted (normally clockwise) while being locked. Try twisting the button anti-clockwise to unlock it.

Key snapped in lock

• A locksmith will need to be arranged to attend and remove the key fragment from the lock.

Key difficult to turn

• Try using a lock lubricant (available from most hardware stores).
  

Confirm whether the power outage is localised to the property or if there is currently supply issues in the area. The service provider's website will provide details of any power outages in the area.

Isolation Test

Where the loss of power to part or all of the property is not due to a power outage in the area, an isolation test must be performed.

• The test can be conducted by turning off and unplugging all appliances e.g. cooktop, stove, hot water system.
• Reset the circuit breaker and then turn each appliance on one at a time to check it is not a faulty appliance that is causing the issue.
• If there is an appliance causing the fault, turn off the defective appliance and reset the circuit breaker.
• Personal appliances including iron, electric frying pan, toaster, kettle and hair dryer etc are not a DHA responsibility.

NBN Back-up Battery

The NBN battery is for backup purposes only and is not required for the normal functioning of the unit. It can be disconnected at any stage to prevent the low battery ‘beeping’ and the unit will continue to work as normal. Where a back-up battery is required, an application for medical priority status should be sought from the service provider.

Feral animals, possums and untended domestic animals

Note: the occupant is responsible for maintaining the condition of the pool throughout occupancy, this includes chemical treatment, cleaning of the pool and debris build up.

Pool Pump/Chlorinator not working

• Check there is power to the unit, i.e are there lights blinking/flashing or display on.
• If there is no display, check the power has not tripped.
• Check there is not a foreign object (ball/toy/other) stuck in the intake and the skimmer box is not full (where water is sucked in from the pool).
• Reset the power (turn unit off for a few minutes and back on).

Pool is green/cloudy

• Cleaning and chemicals are an occupant's responsibility.
• Clean pool with equipment provided, take a pool water sample to your service provider to have the water tested and follow instructions provided by your service provider to bring water back to correct levels.
• Check the filter for debris and empty regularly.

Pool draining (possible leak)

Check the pool pump has not been set to backwash/drain.

Pool light not working

• Check power has not tripped.
• If light is underwater, occupant is not to change it. Call DHA.

Solar heating not working

• During extended periods of bad weather, the solar heating may not be effective.
• Check there is power to the unit i.e., are there lights blinking/flashing or display on.
• If there is no display check the power has not tripped.

Pool fencing/gates

Pool fencing must be secure at all times. If not secured, then this is deemed as emergency maintenance. Report to DHA on 139 342.

Blocked toilets and drains

Rangehood not operating

• Check if the rangehood has an isolation switch. The switch is usually located on the wall near the rangehood or in a cupboard above. Some newer units may have an isolation switch inside the unit behind the filter.

Rangehood not working effectively

• Ensure the filters have been cleaned to remove any build up of grease.

Light not working

• Try replacing the globe in the rangehood.
  

Minor roof leaks

• Check that all gutters and downpipes (which can be reached with a 1.8m ladder) are clear of leaves and debris.

Activated security alarm

• Check the user manual for assistance with deactivating the alarm. This can be located online by searching the make and model of the alarm system.

Beeping security alarm

• Try replacing the back-up battery.

Activated or beeping smoke alarm

• Confirm that there hasn't been a power outage recently. Smoke alarms will beep at intervals following a power outage whilst the back-up battery is recharging.
• Check whether there has been an incident at or near the property that may have activated the alarm i.e. bushfire in the vicinity or burnt food.

Poor reception

• Ensure the TV has been tuned correctly and cables have not become loose.
• Poor weather may interfere with the reception. Wait till the weather improves and confirm if this has corrected the issue.
• Appliances with an electric motor, thermostat-controlled appliances and others can cause interference e.g. washing machines, power tools and refrigerators. Try turning off appliances one at a time and see if your TV reception improves.
• Street lights can cause interference with your TV reception when they turn on and off, or if a light is broken and flashing. Faults should be reported to the local council or electricity supplier.

Overgrown trees and shrubs

• Where the cutting point is below 2.5m, the tree should be trimmed in accordance with local government guidelines.

Branches overhanging fence line

• Where the cutting point is below 2.5m, the tree should be trimmed in accordance with local council guidelines, in consultation with the owner/occupier of the neighbouring property.
  

Cracks are fairly common in properties and can be caused by a variety of factors including ground movement, changing conditions in the environment and ageing of the building.

A crack is considered major if a 20-cent piece can be inserted into the crack. Cracks of this severity should be reported to DHA via Online Services.

Issue occurs when tap is turned on

If the vibrating noise occurs when a tap is turned on, then it is generally due to air in the pipes.

• Turn the water off at the mains
• Open all cold water taps. If multi-story property start with the highest level of the house and work down to lowest level
• Flush all toilets
• Let water drain from taps and wait 30 minutes
• Turn mains water supply back on
• Wait until taps get a strong flow of water again (5-10mins)
• Close taps off. If multi-story start with the lowest tap (bottom floor) and work up to the top floor
• When toilets are filled and taps are off, flush toilets and use taps to see if vibration returns

Issue occurs when tap is turned off

• If the vibrating or banging starts when the tap is turned off, this is generally water hammer. The troubleshooting detailed above should rectify the issue.
• Another common cause of water hammer is the supply lines for dishwashers and washing machines. If the banging occurs when the dishwasher or washing machine are running, try closing the water supply taps half way.

Burst or leaking water pipe

• Confirm on which side of the water meter the pipe is leaking. If the leak is on the street side of the water meter, contact the local water authority and arrange repairs.

No water

• Confirm that there is no outage in the area. Check with a neighbour or the local water authority and confirm if there is any scheduled maintenance or faults affecting the water supply.
• Check the mains water meter and confirm that it has not been turned off.

Water leaking under sink

• Confirm that the spigot on the PVC pipe under the sink is capped off. This spigot is for the dishwasher hose to connect to. If there is no dishwasher connected, this spigot will need to be capped off. Caps are available from any hardware store.

Loss of water supply

• If the tank has no water, the system should automatically switch over to mains water supply. If it hasn't, there may be an issue with the pump. Turn the pump off at the powerpoint, wait a few minutes and turn it back on. This should reset the unit and restore mains water to the property.
• Confirm there is not an issue with the mains water supply in the area. Check that water is flowing through the taps in the kitchen.

Discoloured water

•  Check all gutters that can be reached with a 1.8m ladder are clean and free from leaves and debris.
• If the top of the tank can be reached with a 1.8m ladder, check that the leaf catcher grill is clear of leaves and debris.