Water Softener - Not Softening the Water

If your water softener is not softening your water, you can check the following troubleshooting tips in an effort to resolve this concern without the need for service.

Diagnosing a Water Softener That Is Not Softening the Water

No Power To The Water Softener

Check the display. It should show the time of the day and should not be flashing.
Check to see that the 24 volt power transformer is plugged into the wall outlet. If the power cord has not been installed, follow the directions in the Installation Instructions, or call your installer.
Make sure that the wall outlet is operating. Plug a lamp into the wall socket and see if it works. If it is not working, check to see if a wall switch operates the outlet. If so, the switch must be in the "on position" at all times. Once the power is restored, set-up the control for the operation.

Check the Salt Level

Lift the lid and make sure that the salt level is at least 1/4 full. It is recommended that the salt level is 3/4 full. If there is no salt, fill it with salt and initiate the regeneration cycle. Locate the touch-hold pad and press until "recharge now" flashes in the display.
Allow a day or so for soft water to flush through the water heater.

Check for a Salt Bridge

Sometimes a hard crust or salt bridge forms in the salt storage area and underneath it is a mixture of salt water and empty space. When this happens the salt will not dissolve in the water to make brine.
To check for a salt bridge, take a broom handle or something similar and carefully push it down into the salt. If the broom handle hits something hard and it is not the floor or sides, you have a salt bridge.
To remove the salt bridge, carefully break the bridge with the broom handle. Avoid pounding or damaging the inside walls of the softener. If the salt bridge is difficult to break up, pour 1 gallon of warm (not hot) water into the tank to help dissolve the bridge.

Is It Plumbed Incorrectly

From the front of the softener, the hard water comes into the appliance on the right side and the soft water out on the left. The pipe on the left should go to the hot water heater. The pipe on the right comes from the main water line coming into the home. See the Installation Instructions that accompanied the appliance for correct plumbing instructions. If the plumbing is incorrect, contact your installer.

Check The Bypass Valve Behind the Control Panel

It has a knob that says "push for bypass". For proper operation, the knob needs to be in the "out" position. Allow a day or so for soft water to flush through the water heater.

Nozzle And Venturi Dirty, Incorrectly Assembled Or Damaged

Clean the nozzle and venturi assembly. See the Owner's Manual for instructions. With water pressure to the water softening system off, take the nozzle assembly apart. Inspect, clean, and replace as needed. Any foreign particle(s), scratches or nicks in the passages can prevent operation. Be sure holes in the gasket are centered over holes in the housing.

Valve Drain Hose Pinched, Plugged, Elevated Too High or Otherwise Restricted

Any restriction in the drain hose may prevent proper operation of the nozzle and venturi and reduce or prevent brine draw during recharge.

Additional Support

Should you require repair service for your Water Softener, please contact service at 1-800-952-5039 for the nearest authorized SmartWater Servicer in your area.