FAQ - Troubleshooting

Before opening a ticket, check if your problem is listed in these FAQs:

Breezer

The breezer does not spray water:

• Water tank: Make sure the tank is full and correctly inserted into its housing. Check that the cap is tightly closed.
• Supply hose: Check that the hose connecting the tank to the breezer is not bent, crushed, or obstructed by debris. If necessary, remove any obstructions or replace the hose.
• Breezer purge: Sometimes it may be necessary to bleed the system to eliminate any air bubbles. Refer to the user manual for specific instructions on how to bleed your model's breezer.
• Nozzle: Check that the nozzle from which the water comes out is not obstructed. You can try to clean it gently with a pin or a toothpick.

The breezer is leaking water:

• Nozzle and gasket: Make sure the nozzle is screwed tightly to its base and that the gasket is intact and correctly positioned. If the gasket is worn, you will need to replace it.
• Breezer cylinder: Examine the breezer cylinder for any cracks, breaks, or damage. If the cylinder is damaged, it will need to be replaced.
• Contact Support: If the water leak persists after checking the above points, contact technical support for further assistance.

The breezer makes an unusual noise:

• Breezer pump: Check that the pump is not clogged with debris. Consult the user manual for instructions on how to access the pump and clean it if necessary.
• Hose vibrations: Check that the water supply hose does not vibrate against other parts of the machine during breezer operation. If necessary, secure the hose with cable ties or tape to prevent vibrations.
• Contact Support: If the unusual noise persists after checking the above points, contact technical support for further assistance.

Plexiglass Panel

The plexiglass panel is cracked or damaged:

• Cleaning products: Avoid using alcohol-based products or harsh solvents to clean the plexiglass panel, as they can damage it. Use only specific products for cleaning plexiglass or water and mild soap.
• Heavy or sharp objects: Do not place heavy or sharp objects on the plexiglass panel, as they could scratch or break it. Be careful not to bump the panel while using the machine.
• Panel replacement: If the plexiglass panel is cracked or damaged, contact technical support to request a replacement. Provide the machine model and panel dimensions to obtain the correct replacement.

Activation

The machine does not turn on:

• Power cord: Make sure the power cord is properly plugged into the machine's power outlet and that the outlet itself is working. Try plugging another device into the outlet to check if it is working properly.
• Main switch: Check that the machine's main switch is turned on. The switch may be located on the back or side of the machine. Refer to the user manual to locate the switch.
• Electrical phases Check: Your machine might have a missing phase, especially if some of the tubes are not lit by groups. Check the socket where the machine is connected and your electrical system.
• Contact Support: If the machine does not turn on after checking the above points, contact technical support for further assistance.

Circuit Breaker Tripping

The circuit breaker trips while using the machine:

• Electrical system: Make sure the electrical system to which the machine is connected is adequate for its power. The power of the machine is indicated in the user manual or on the identification plate. If the system is not adequate, you will need to contact a qualified electrician to have it upgraded.
• Circuit breaker: Check that the circuit breaker to which the machine is connected is of the correct amperage. The circuit breaker amperage must be equal to or greater than the maximum current draw of the machine. If the circuit breaker is undersized, you will need to replace it with one of a higher amperage.
• Other devices: Make sure that there are no other high-energy consumption devices (e.g. air conditioners, washing machines, dishwashers) connected to the same electrical line as the tanning machine, as this could cause an overload and trip the breaker.
• Contact Support: If the circuit breaker continues to trip after checking the above points, contact technical support for further assistance.

General Problems

Some tubes do not light up:

• Tube insertion: Check that all tubes are correctly inserted into their sockets and that they are securely fastened. Make sure the electrical contacts are clean and free of oxidation.
• Starters: Starters are small devices that help the tubes to light up. Check that the starters are working and that they are of the correct type for your tubes. If a starter is faulty, you will need to replace it.
• Contact Support: If some tubes still do not light up after checking the above points, contact technical support to request replacement tubes or faulty starters.

The fan is noisy:

• Cooling: The machine's fan runs at full power for a few minutes after the end of the session to cool the internal components. This is normal and does not indicate a malfunction. Wait for the fan to turn off automatically.
• Obstructions: Check that the fan is not obstructed by dust, hair, or other debris. You can remove the fan guard and clean it gently with a vacuum cleaner or a damp cloth.
• Contact Support: If the fan noise is excessively loud or persists for an unusual amount of time, contact technical support for further assistance.

The display is not working properly:

• Connecting cables: Check that the display connecting cables are properly plugged into their connectors. Make sure the connectors are clean and undamaged.
• Restart: Unplug the machine's power cord from the outlet and wait a few seconds. Then, plug the cord back in and check if the display is working properly.
• Contact Support: If the problem persists after checking the above points, contact technical support for further assistance.

If your problem is not listed here, open a ticket providing the following information:

• Machine serial number: The serial number is a unique code that identifies your machine. It is usually shown on a sticker on the back or side of the machine.
• Machine model: The machine model is the commercial name of the product. It is usually shown in the user manual or on the identification plate.
• Detailed description of the problem: Describe the problem in as much detail as possible, specifying when it occurs, how often it occurs, and what the symptoms are.
• Any photos or videos of the problem: If possible, attach photos or videos that illustrate the problem to the ticket. This will help the support team understand the situation better.
• Telephone number to be contacted: Provide a telephone number where the support team can contact you for further information or to arrange a technical intervention.

Our support team will contact you as soon as possible to help you solve the problem.

Remember:

• Use the machine following the instructions in the user manual. Read the warnings and safety instructions carefully before using the machine.
• Perform regular machine maintenance. Periodic maintenance, such as cleaning the filters and replacing the tubes, helps keep the machine in good condition and prevent malfunctions.
• Contact support for any questions or problems. If you have any doubts about using the machine or encounter a problem, do not hesitate to contact technical support. Our team is at your disposal to help you.

Thank you for choosing Smart Solarium!