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Frequently Asked Questions

Hot Tub Faults

No Power
Water Leak
Not Heating Up
Pumps Not Working
Music Not Working
This can happen for many reasons. We highly recommend that you do not undertake any investigation yourself, as opening up the spa / hot tub control system poses significant risk of an electric shock. This will need our in-house electrician to investigate further so please contact us straight away.

Actions to take:
1. Turn off your spa at the isolation switch (if fitted)
2. Turn off your main RCD feed to the spa / hot tub. (This is normally found in or around the area that houses your home trip switches) It should be a simple switch that you can turn off. This will completely isolate power to your spa / hot tub

If your spa / hot tub has been operating for some time and starts to trip your electrics, the most likely reason would be that one of the components within the spa / hot tub has developed a fault. This could be anything from a light, ozone, heater or pump. In some cases there may be a fault with the electrical supply to the spa / hot tub, however, this is not the most likely cause unless you have recently had any electrical work undertaken.

Once you have turned off the power to the spa / hot tub you should have eliminated the possibility of the spa / hot tub tripping your electrics any further. Please then contact us to arrange an engineer to visit and establish the problem.
Minor leaks can be caused by many different things, from one of the fittings, unions or gaskets within the pumps or components failing. In most cases you will have an access panel to the equipment area (normally located under the touch pad / controls) this panel should be removable to give access to most of the spa / hot tub components.

Action to take:
1. Turn off the power to the spa / hot tub
2. Remove the spa / hot tub cabinet access panel
3. Take a look around the plumbing fittings and equipment to see if you can identify the leak. If you see that the leak is from a pump or heater union, try to tighten it to see if the leak stops (you may need to use large grips to do this)

If you don’t feel confident to do this, then please contact us and arrange for one of our engineers to visit.
Major Leak
Spa or hot tub losing significant water
Action to take:
1. Turn off the power to the spa / hot tub
2. Drain the water out completely
3. Contact us to arrange an engineer to visit and resolve the leak. If you have been able to establish where the water is leaking from, please mark the part or area with a permanent marker or tape so you can point this out to our engineer on arrival.
Why will my hot tub not stay hot?
This could be down to a faulty part like a failed heater, circulation pump or thermostat, or even simply that there is not enough water in the hot tub. However, if the spa heats up again after use, then your spa is using more heat than your heater can replace. If this is the case, you could fit a larger heater (if your power supply allows), or you could avoid using the blower, which takes a lot of heat out of your spa. Many spas also turn the heater off when the jet pumps run - there is normally a jumper on the control box to switch on full-time, but again it will take more power, and you must get an electrician to check whether you have the correct supply cable and fuse.

PLEASE CHECK YOU HAVE THIS IN STANDARD MODE
The Spa is Operating in the "Standard" (Std or St) Heating Mode.
Air locks happen when the hot tub is being filled with water. It is possible for both ends of a plumbing system to simultaneously fill up with water at both the suction end and the return end which sometimes leaves an air lock in the plumbing. This can cause both heater and pump problems. To overcome this issue it is suggested to push the hose pipe down into where your filters screw in which will purge all the air out of your important heating and circulation systems.
See your Welcome pack and read SETUP & REFILL ( Pr or Priming )
If Bluetooth is being used, it can only be connected to one device at any one time. Please disconnect the last device and retry.

Alternatively, turn the main power off for 5-10 minutes, then back on again and retry.

Water/ Chemical Problem

Water Odor
Chlorine Odor
Musty Odor
Organic Buildup/Scum Ring Around Spa
Algae Growth
Eye Irritation
Skin Irritation/Rash
Stains
Scale
Cloudy Water

Probable Cause:

  • Excessive organics in water
  • Improper sanitization
  • Low pH

Solutions:

  • Shock spa with sanitizer
  • Add sanitizer
  • Adjust pH with FreshWater pH/Alkalinity Up to recommended range
  • Drain, clean and refill the spa

Probable Cause:

  • Chloramine level too high
  • Low pH

Solutions:

  • Shock spa with sanitizer
  • Adjust pH with FreshWater pH/Alkalinity Up to recommended range

Probable Cause:

  • Bacteria or algae growth

Solutions:

  • Shock spa with sanitizer
  • If the problem is visible or persistent, drain, clean and refill the spa

Probable Cause:

  • Buildup of oils and dirt

Solutions:

  • Wipe off scum with clean rag
  • If severe, drain the spa, use FreshWater Spa Shine after cleaning to protect the spa shell, and refill the spa

Probable Cause:

  • High pH
  • Low sanitizer lever

Solutions:

  • Shock spa with sanitizer
  • Adjust pH with FreshWater pH/Alkalinity Down to recommended range
  • Shock spa with sanitizer, and maintain sanitizer level

Probable Cause:

  • Low pH
  • Low sanitizer lever

Solutions:

  • Adjust pH with FreshWater pH/Alkalinity Up
  • Shock spa with sanitizer, and maintain sanitizer level

Probable Cause:

  • Unsanitary water
  • Free chlorine level above 5 ppm

Solutions:

  • Shock spa with sanitizer and maintain sanitizer level
  • Allow free chlorine level to drop below 5 ppm before spa use

Probable Cause:

  • Total alkalinity and/or pH too low
  • High iron or copper in source water

Solutions:

  • Adjust total alkalinity and/or pH with FreshWater pH/Alkalinity Up
  • Use FreshWater Stain & Scale to inhibit metals

Probable Cause:

  • Total alkalinity and/or pH too high
  • High calcium content in water

Solutions:

  • Adjust total alkalinity and pH with FreshWater pH/Alkalinity Down
  • If scale requires removal, drain the spa, scrub off the scale, clean spa shell with FreshWater Spa Shine, and refill the spa
  • Add FreshWater Stain & Scale and balance the water using FreshWater pH/Alkalinity Up or Freshwater pH/Alkalinity Down

Balboa Error Codes

--- or --
ICE, IC, or FREEZE COND Message
Pr or PRIMING MODE TAKES 4 MIN Message
SLP or SL Message
Ecn or Ec is Alternating with Temp
Ecn or Ec is ON Solid (Not Flashing):
--F, --C, or -- Message
LF or LOW FLOW Message
SbY or STANDBY MODE Message
SnA, SA, or SENSOR A SERVICE REQD Message
Std, St, or STANDARD Message
drY, dY, or HEATER DRY SERVICE REQD Message
The Current Water Temperature is "Unknown" (- - - or - -) while in Economy or Sleep Mode.

Between Filter Cycles, while in the Economy or Sleep Heating Modes, the Pump has not turned ON and the Last Water Temperature is not current. To read the Current Water Temperature, either Change to Standard Heating Mode or turn On the Heating Related Pump, and wait at least 2 Minutes.
A Potential Freeze Condition has been Detected, and "Ice" (ICE) in the System is being Prevented.

44°F (6.7°C) or Lower has been detected at the Lowest Temp Sensor, or the Aux Freeze Switch has closed, and All Pumps and Blower are activated. All Pumps and Blower are ON for at least 4 Minutes After Temp is 45°F (7.2°C) or Above at the Sensors, or when the Aux Freeze Switch Opens. This is an Operational Message, Not an Error Indication. Either wait for the Potential Freeze Condition to End, or contact us on 01623 661111
The Spa is Operating in "Priming" (Pr) Mode.

The Spa has just been powered up and is in Priming Mode for 4 Minutes. Pumps and Blower can be turned ON and OFF to remove any Air from the Heater. On EL and GL Systems Only, equipped with a "Mode" Button, the Ozone Generator can be Turned ON for15 Seconds and OFF by using the "Mode" Button. No automatic functions will turn ON during this time, and the Heater will Not Start. This is Not an Error Message. Wait 4 Minutes or Press any Temp Related Button to Exit Priming Mode to Normal Operation.

Note: On some Early VS and GS Systems (prior to Version 23) equipped with a "Mode" button, the Ozone Generator can be Turned ON for 15 Seconds and OFF by using the "Mode" button.
If the SLP or SL Message is Alternating with the Water Temperature on the Display, the Spa is Operating in the Sleep Heating Mode.

If the SLP or SL Message is ON Solid (Not Flashing) on the Display, the Spa is Operating in the Sleep Heating Mode, but there is No current water temperature because the Spa is between Filter Cycles.
The Spa is Operating in the "Economy" (Ecn or Ec) Heating Mode.

The Water Temperature is sampled Only during Programmed Filter Cycles. The Heater will only operate and Heat up to Set Temperature during the Filter Cycles. The Water Temperature will probably drop Below Set Temperature between Filter Cycles. Other Heating Modes are Standard, Standard in Economy, and Sleep Modes.
The Current Water Temperature is "Unknown" (- - - or - -) while in Economy or Sleep Mode.

Between Filter Cycles, while in the Economy or Sleep Heating Modes, the Pump has not turned ON and the Last Water Temperature is not current. To read the Current Water Temperature, either Change to Standard Heating Mode or turn On the Heating Related Pump, and wait at least 2 Minutes.
The Actual Water Temperature is "Unknown" (- -).

Priming Mode has been exited and the Pump has not yet run for 1 or 2 Minutes (depending on Model) to Sample Actual Water Temperature. With the Heat Related Pump Running, wait at Least 2 Minutes for the Correct Actual Water Temperature to be displayed. This is normal operation.
There is a Verified "Low Flow" (LF) Condition in the Heater.

The "HFL", "HL", or "HTR FLOW LOW" Fault has occurred 5 times in the Last 24 Hours or Less, and Heating has been disabled. There is Not Enough Water Flow through the Heater to carry the Heat Away from the Heating Element. After the Problem has been Resolved, you Must Press Any Button to reset and Restart Heater Start Up. Check for Water Level, Flow Restrictions, Closed Valves, Air Bubbles, and Pump Prime, or contact us on 01623 661111

Check for all of the following Conditions:
1. Low Water Level.
2. Blocked Suction Fitting.
3. Blocked Skimmer.
4. Dirty Filter.
5. Too Many Closed Jets.
6. Closed Slice Valve.
7. Heat Related Pump Not Running.
8. Heat Related Pump Not Primed.

The Spa is Operating in the "Standby" (SbY) Mode.

All Automatic Spa System Functions are disabled so that Pumps and Blower will not turn ON Automatically. This Mode allows the User to Replace or Clean a Pressure Side Filter Cartridge without Equipment turning ON unexpectedly. Press any Button except "Jets 1" to Exit and Return to Normal Operation.
"Sensor A" (SnA or SA) is Not Operating Correctly.

The Sensor Connected to the "Sens.A" Connector on the System Board may have failed and Spa Functions are disabled. Contact us on 01623 661111

A Sensor Failure Message may indicate Excessively High Heater Temperatures which can scald or Burn!

If the Heater is Not Cool Enough to Safely Service, allow the Heater to Cool before Testin
The Spa is Operating in the "Standard" (Std or St) Heating Mode.

Between filter cycles, the water temperature is sampled every 30 minutes. The heater and pump will operate any time the thermostat demands heat. The water temperature is always maintained within 1°F (.5°C) of set temperature. Other heating modes are Economy, Standard in Economy, and Sleep Modes.

Note: On the Panels that Display the "Std" or "St" Messages, the Message will only be
displayed for a Few Seconds After the Heating Mode is changed to Standard from a different Heating Mode.
There is a Verified "Dry" (drY or dY) Condition in the heater.

The "dr" or "HEATER MAY BE DRY WILL RETEST SHORTLY" Fault has occurred 3 times in a row without a successful Heating Cycle and Spa Functions are Disabled. There is not enough Water in the Heater to Start it. After the Problem has been Resolved, you Must Press Any Button to reset and Restart Heater Start Up. Check for Water Level, Flow Restrictions, Closed Valves, Air Bubbles, and Pump Prime, or contact us on 01623 661111

Check for all of the following Conditions:
1. Low Water Level.
2. Blocked Suction Fitting.
3. Blocked Skimmer.
4. Dirty Filter.
5. Too Many Closed Jets.
6. Closed Slice Valve.
7. Heat Related Pump Not Running.
8. Heat Related Pump Not Primed.
 

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Address:

3A Hallam Way,

Old Mill Lane lnd Est,

Mansfield Notts NG19 9BG UK

Phone:

01623 66 11 11 

Email:

sales@sunbeachspas.co.uk

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