The water softener's flow meter counts how much soft water is used, letting the softener know when it's time to recharge. If the softener has stopped metering water flow, we'll need to fix that. Read on for some easy troubleshooting steps. Let's get started!
Click each step below to expand directions.
Check Your Bypass
1. First, let's make sure the handle on the softener's bypass valve is pulled OUT to allow water to flow through the softener. If the customer has a 3-valve bypass, confirm the valves are in the correct positions:
Test for Metering
2. Test for metering by holding the Select button until '000' appears. Use the illustration below for 3700 models:
3. Turn on a hot water faucet and watch for the numbers to climb. If the numbers continuously change while the water runs, your softener's flow meter is working. If the numbers don't change, continue on with the directions.
Check for Backwash Metering
Testing for metering during backwash will help to ensure there are no plumbing or installation issues.
4. Confirm the softener isn't currently recharging and that no water is being used in the home. Pause any water-using appliances.
5. Start a recharge.
Note: The machine should be rather quiet while filling. If you hear a lot of water exiting the drain here, press the Recharge button once and wait for the motor to stop. Then, press Recharge once more to advance to the Fill position.
6. Advance it to the Backwash cycle. You should hear a steady rush of water going to the drain.
7. Are the numbers on the display climbing?
NO - Advance to the Rinse stage. Wait several seconds for the motor to stop, then advance to finish the recharge cycle. Continue to step 8 to test the metering sensor.
YES - This means there is water flowing into the softener backwards, and something is still wrong with the plumbing. If you have a 3-valve bypass (pictured below), make sure the center valve is shut completely. If this valve is open even partway, hard water will enter the home directly without going through the water softener.
If the middle valve is already closed, or if your plumbing does not have a 3-valve bypass, the softener may be installed incorrectly. You'll want to follow the plumbing connecting to the softener, ensuring the valve's "IN" port connects to the hard water supply and the "OUT" port connects to the home's soft water lines.
Test the Sensor
8. To access the sensor, we'll need to remove the softener's top cover.
9. Next, move the cover so that you can still see the display. Check that all wire connections are connected and secure between the control board, motor, and wire harness.
10. Go back to the turbine count screen and press the Select button until ‘000’ appears on the display, then let go.
11. Now you'll need to find the sensor near the back left-hand side of the main valve (pictured). The sensor clips onto the valve's outlet port and has black, white, and red wires leading to it from the control board. Remove the sensor and locate the prong protruding from the center:
12. Holding the sensor in your hand, tap a magnet (a refrigerator magnet will work) along the base and sides of the sensor prong.
13. Do the numbers on the screen climb?
- YES - The sensor is working, meaning the softener's turbine may be dirty or not spinning freely. Reattach the sensor to the valve outlet port, then take a look at our Cleaning the Turbine article for instructions.
- NO - The wire harness and sensor likely needs replacing.
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