FAQs

How it works

My machine is…

The compressor is constantly running
It is normal for the compressor in the unit to operate intermittently. If you find it is running constantly, first ensure there is sufficient ventilation by checking that the ventilation grills are not blocked. Also remove any items surrounding the unit and allow it to cool.

You should also check if the thermostat has been turned up to ‘7’, as the unit may freeze if not in use for a long period, and use a screwdriver to adjust the thermostat to ‘5’.

It could also be that the temperature in your venue is above 30°C, as it is normal for the unit to work continuously at a high room temperature.

My unit is very noisy, but is working normally
Check that the machine is on a level surface and if not, contact the Crystella Service Team via email at service@crystella.com
My sparkling water is not fizzy enough
Check to see if your gas cylinder is empty. If it is, replace it, but if not empty, contact the Crystella Service Team via email at service@crystella.com
No water flowing from either tap
  1. Check that the green power light switch is on and the switch is lit this is located on the side panel. If it does not check the power at the wall power point is on. If the wall power is on and the switch is not lit contact Crystella customer service (1300 222 552).

  2. Is the red error light on, this can be found to the right of the power switch?
    1. If the light is lit, check the water supply is turned on and flowing then turn the power off and then back on. This will reset the system.
    2. After the system resets try to pore the water from either tap. If the light turns on again go to step 3.
  3. Check that the Thermostat is set to 5 or less. If it is set higher the water may be frozen in the lines.
    1. Reset the thermostat to the correct settings
    2. Turn the unit off for 4 hours to allow the frozen water to thaw.
    3. Turn the unit back on and check the water flow.
  4. If items 2 and 3 do not resolve the flow problem, contact Crystella customer service (1300 222 552).
Fault with the Still Water
    If the Sparkling water is flowing correctly, but the Still water is not to check the following

    1. Check the flow control is set to the correct position, as per below image.
Fault with the Sparkling Water
  1. If the Still water is flowing correctly, but the sparkling is not checked the following

    1. Check the flow control is set to the correct position, as per below image.

    2. If the flow control is set correctly and the sparkling water is not flowing correctly, check that the gas is not empty. This can be checked on the regulator with the gauge needle will be in the red section, as per below image.

    3. If there is a gas check that the pressure is set correctly. On the regulator gauge, it should be set to 350 KPA, as per below image.

    4. If items 2 and 3 do not resolve the flow problems of the Sparkling water contact Crystella customer service (1300 222 552).

Serving Crystella pure, still & sparkling water

Water is not being dispensed
First, check that there is power to your premises and that the mains power is switched on.

Make sure the power switch on the sparkling water dispenser is in the ‘ON’ position and the green light is on.

Also check the thermostat to make sure it is not in the ‘OFF’ position or close to ‘1’. Using a screwdriver, adjust the thermostat to ‘5’ but do not turn it all the way to ‘7’ or the unit may freeze and will not dispense water.

If the unit still won’t start, contact the Crystella Service Team via email at service@crystella.com

The water is cold but dispensing very slowly, or not at all
Check that the mains water tap is open fully and if it is, contact the Crystella Service Team via email at service@crystella.com
Water is coming out of the tap/s too fast/slow
20 seconds is the optimal time taken to pour 1 litre of sparkling water, so first you should time how long it takes your unit to pour 1 litre of sparkling water. If required, adjust the flow controller (small handle on tap) until it pours at that rate.
My still water is carbonated
Contact the Crystella Service Team via email at service@crystella.com
Is the water filtered?
Yes – we install a water filter in-line with the unit to ensure you serve high quality water to your customers.
How cold is the water that is dispensed?
The water dispensed is 3 – 10°C.
Do my staff need training on how to pour sparkling water?
At the time of installation we will train your staff on how to use the unit and we are also always available for extra support if required.
Is there a special way to pour sparkling water?
There is no difference in pouring still or sparkling water
How do I wash the bottles?
Bottles should be run through a glass washer or dishwasher after each use.

Installation

Can we use the Crystella system with our existing taps?
No – the taps that Crystella provide are specifically designed to provide your business with the best solution for your customers.
Can I just get one tap for sparkling water?
Your Crystella system comes as a package with 2 taps, as our market research has shown that having both sparkling and still water taps provides the best solution for your business and your customers.
How far away from the tap can the head unit be located?
Maximum recommended distance from the tap to the unit is 3 metres, as this is the standard length of pipe supplied. If the tap will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
How far away from the mains water connection can I have the unit?
Maximum recommended distance from the mains water connection to the unit is 3 metres, as this is the standard length of pipe supplied. If the mains water connection will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
How far away from the power point can I have the unit?
The unit is supplied with a 2.5 metre power lead. If the power point will further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
How far away from the unit can I have the gas bottle?
Maximum recommended distance from the gas bottle to unit is 2 metres, as this is the standard length of hose supplied. If the gas bottle will be further away than this, please discuss it with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
Is it a flexible water hose?
The water hoses are flexible however they should not be bent sharply, or compressed, as this will cause an obstruction.
What happens if I need to go through a wall to get water/power?
These issues will need to be identified and discussed with your Crystella Business Development Representative before the installation is scheduled. It is your responsibility to ensure that power and water are accessible.
If I don’t have space, or my current set-up doesn’t allow for it, can Crystella help me refurbish behind the counter so I can fit the unit?
No – we are happy to work with you to advise on requirements, however it is your responsibility to ensure that the site meets our installation criteria.
How long does installation take?
Standard installation will take approximately 2 hours.
I’m closed at certain times, so can I choose my delivery & installation times?
We will work with you as best we can to ensure convenient delivery and installation times, however the standard installation is completed during standard business hours and there may be additional charges if you require times outside those hours.
Can the taps be attached to wood?
Taps can be attached to various types of benchtops including wood, stainless steel and man-made stone so please discuss this with your Crystella Business Development Representative at the time of the site inspection.

Gas

Does the gas only come in one size?

CO2 is available in multiple sizes from most gas suppliers. 1,200 litre cylinders (6kg and 10kg size cylinders) are supplied by gas companies and work with the Ruscello and Primavera and Lago systems.

How do I change the gas?

Ensure that the empty bottle is turned off and then unscrew the regulator from the empty bottle. Connect the regulator to the new bottle, ensuring it is tightly connected, and then turn on the bottle to allow the gas to flow to the unit.

How do I know when my gas is going to run out?
The second dial on the gas regulator indicates outward pressure and if this is near ‘0’ your gas cylinder is almost empty. When the sparkling water tap produces only still water, the gas is empty.
Why are the bubbles so big in my sparkling water?
The size of bubbles is set by the regulated gas coming into the system from the cylinder, so if you require this to be adjusted please contact the Crystella Service Team via email at service@crystella.com
How big are the gas cylinders and water filter?
The 1,200 litre CO2 cylinder is 650mm tall and 180mm in diameter, while the 2,000 litre CO2 cylinder is 705mm tall and 215mm in diameter. The water filter is 450mm tall and 90mm in diameter.

Maintenance & equipment service

Does the unit need to be located in a cool place?
The unit operates best when located in environments with temperatures less than 30°C, and must be kept in temperatures below 40°C.
Is there 24hr call out if there is a problem?
No – the Customer Service Team operates during standard business hours (Australian Eastern Standard Time). If you experience trouble with your unit, please refer to your operation manual and step through the troubleshooting section. You can also email our Customer Service Team at customerservice@crystella.com and we will call you on the next business day.
How fast is the call out time?
We will first troubleshoot your problem over the telephone and should a technician be required there is a 6 hour response time.
I hose down my bar area every night, can the machine get wet?
No – the unit should always be kept dry. Please refer to the operation manual for details on care of your Crystella unit.
Do the lines need to be cleaned?
Crystella will service your unit on an annual basis; at this time the entire unit will be cleaned and the water filter cartridge will be replaced.
How do I clean the taps?
Crystella will service your unit on an annual basis; at this time the entire unit will be cleaned and the water filter cartridge will be replaced.
My drip tray keeps overflowing
The drip tray is a stand-alone tray and it is not connected to a drain; simply empty the tray as it fills.
Water is leaking from the taps
Consult the troubleshooting section in your operation manual and if the issue persists, contact the Crystella Service Team via email at service@crystella.com
Water is leaking from the unit
Check that all the connectors are fitted correctly and if a loose connector is located, press the hose into the socket and confirm it is inserted correctly by gently pulling on the hose. If this does not rectify the leak, contact the Crystella Service Team via email at service@crystella.com
What water pressure is required?
Standard mains pressure is to be used. If you have any concerns with the pressure in your premises, please discuss this with your Crystella Business Development Representative and/or the Customer Service Team prior to installation.
How loud is the machine?
The machine has a sound level of less than 70dB, which is quieter than the average dishwasher.
Do I need drainage?
No – you do not need drainage as the unit is self-contained.

Can’t find the answers you’re looking for? We’d love to answer all your questions.