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Troubleshooting
Check the following information before making a service call as some performance
characteristics of the Neo are a normal part of operation. If you are still unsure or concerned
after reading this section, please contact Rinnai.
During installation there will be an initial burning in period where some smoke and smell may be
experienced. This is a normal part of the operation.
The appliance is fitted with an overheat safety switch which will shut off the appliance. If the
appliance shuts off repeatedly servicing may be required.
Using the heater for the first time, or after a long period of non use
Ignition may not occur the first time it is operated due to air in the gas pipes. If ignition does not
occur the unit will switch off automatically. Try operating the heater again if this occurs.
The heater may make noises after ignition or switching off. This is due to the expansion and
contraction of the internal components—this is normal. The heater will not ignite if the
On/Off button is pressed straight after the heater has turned off. It will take approximately
20 seconds before the unit will switch on again.
What's happening
Unusual smells
Smoke or strange smells are produced when first
operating the appliance after installation.
Smell of gas
Unusual sounds
Clicking noises when the heater starts or stops,
or changes to a higher or lower setting.
Clunking noise when the thermostat operates.
Soot marks and condensation on the glass
Small soot deposit on logs or stones.
Severe soot deposits forming on logs, stones, or
glass
Condensation and/or water marks on the glass
Explanation and/or possible solution
This is caused by grease, oil, or dust within the
appliance. This will stop after a short time.
Have you been painting? Have new carpets
been laid? Have you been cooking with spices?
If yes to any of the above, then this is normal as
these odours will mix with the warm air to emit
an unusual smell—this will dissipate over time.
There could be a leak. Turn off the gas at the
meter or LPG cylinder and call your installer.
This is expansion and contraction of the heat
exchanger and is a normal part of operation.
This is the sound of the gas valve opening and
closing to regulate the flow of gas.
Normal operation, no action required.
Inadequate flue system, incorrect gas pressure
or incorrect installation of burn media. Contact
a Rinnai Service Centre.
Normal operation. Condensation should
disappear once the fire has warmed up.
Neo RIB2312 operation guide: 12149-A 01-17 | 15
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