Service - FAQ

Frequently asked questions

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Customer Service: 0844 888 222

Troubleshooting

Empty the drum when it's full of water

Switching the child lock on and off

Frequently asked questions on Schulthess washing machines

01. Emergency opening

Loading door won’t open

  • Wait until the message Programme end is displayed.
  • Press button Open the door.
  • Option Rinsing stop selected.
  • To proceed further, see Washing / Ending programme with rinsing stop.
  • Defect appliance.
  • In the event of a power failure or appliance defect, please contact Customer Service on 0844 888 222 or via the internet address: Customer Service

Open the loading door manually

Warning Hot wash water! Danger of burns! Drain the machine before manual opening!

  • Ensure that the drum has stopped turning.
  • Close the water tap.
  • Switch off the power supply.

Carry out an emergency emptying (see Cleaning and Maintenance).

  • Open the maintenance hatch at the machine front.
  • Remove the flip cover from the machine and use it for catching the draining water.
  • Warning: Danger of scalding! The suds can get very hot when washing at high temperatures. Let the suds cool down before emptying.
  • Unscrew the pump cover until the residual water starts to drain out.
  • Notice: Up to 20 litres of water can drain from the machine during emptying! Loosen the pump cover carefully and step by step.
  • Once all the remaining water is drained, the pump cover can be unscrewed completely.
  • Clean the pump interior. Remove foreign bodies and deposits of fluff. It must be possible to rotate the pump.
  • Screw on the pump cover.

Unlock door and pull open

( Perform both actions simultaneously)

  • Pull the black emergency opener with a screwdriver downwards and keep it pulled.
  • At the same time, pry the door open with a narrow object (do not use metal!).
  • Now release the pull opener and pull the door all the way open.
  • Notice: If the door is closed with the power off, it is locked again and the procedure must be repeated.
02. Error messages

Child lock active

Hold the bar in the upper right (is not lit!) and at the same time press the desired button.

Door open

  • Press the door until you hear the lock snap shut.
  • Press the start button to start the programme.
  • If the error remains, please contact our customer service Tel. 0844 888 222 0844 888 222.

Check water inlet

  • Open the water tap and press the start button.

Filter in water supply is blocked.

  • Clean the filter (see Cleaning and maintenance / Cleaning the filters in the water inlet).
  • Press the start button after you correct the malfunction.

Interruption in water supply.

  • If the error remains, please contact our customer service Tel. 0844 888 222

Check drain

  • Check whether the drain hose is clogged.
  • Press the start button after you correct the malfunction.
  • The position of the drain hose is too high. The maximum pumping height is 1 m above ground.

Foreign bodies block the drain pump.

  • Clean the pump (see Cleaning and maintenance / Emergency emptying).
  • Press the start button after you correct the malfunction.

The water drain at the installation site is clogged.

  • Carry out an emergency emptying (see Cleaning and maintenance / Emergency emptying) and clean the drain siphon (built-in siphon).
  • Press the start button after you correct the malfunction.

Insufficiently balanced

The laundry could not be spun due to excessive unbalanced weight

  • Press the light bar next to Continue to restart rinsing.

The laundry could not be spun despite pressing the light bar next to Continue.

  • Open the door and redistribute the load
  • Press the light bar next to Continue again.

The laundry could not be spun, even after loosening.

  • Press the light bar next to Cancel. The wash programme will be stopped.

Notice

  • Wash large and small laundry together.
  • Avoid loading the drum with one single heavy item.

Too much foam Programme extended

The washing machine has detected foam and taken adequate measures.

The spinning cycle of the laundry could be completed.

  • In future, reduce the detergent quantity.

Programme stopped

Due to extremely intensive foaming, the wash programme had to be aborted.

  • Repeat the wash programme without adding any detergent.
  • In future, reduce the detergent quantity.
  • If required use washing powder instead of liquid detergent.

Water level too high

Too much foam in the washing machine, spinning has not been effected.

There are two possibilities to solve the problem:

Option A

  • Stop the programme by pressing button Cancel.
  • Mix approx. 30 ml conditioner and approx. 1 litre water.
  • Start the previously selected wash programme (it may take several minutes until the machine is released for the selection of a new programme).
  • At the end of the water inlet, switch immediately forward to Finishing rinse by pressing Forward.
  • Add the conditioner-water mixture into compartment of the detergent drawer.

The programme should now end as usually and the spinning process should take place.

Afterwards repeat the wash programme, however without any detergent.

Option B

Wait for approx. 1 hour.

Then press START button and switch immediately forward to Spin by pressing Forward. Usually the laundry will be spun and the programme finishes as usual.

Repeat the wash programme, however without any detergent.

The maximum admissible water level is reached.

  • Wait until the water has been pumped out completely andpress START button

Please wait, it is pumped off

  • Too much water is in the washing machine. Water is pumped off.

A lot of foam is visible in the door glass: Foaming is too intensive.

Proceed as for the error message Water level too high.

In future, reduce the detergent quantity.

Clean machine

The washing machine will need to be cleaned soon..

  • Run the 70°C Autoclean programme (without laundry or laundry detergents).
  • To defer the cleaning function, select Cancel. You may now select and run a different programme. At the end of the programme, the Clean machine message will again appear in the display.

Clean machine now

The washing machine needs to be cleaned immediately. No other programme can now be selected.

  • Run the 70°C Autoclean programme (without laundry or laundry detergents).
03. Error messages F ––

‘Error F ––’ is displayed

  • Acknowledge the error message with OK. Machine restarts.
  • Press the door until you hear the lock snap shut.
  • Select a programme again and press button START.

«Error F ––» is displayed again despite programme restart

  • Acknowledge the error message with OK.
  • Interrupt the power supply for one minute (switch the main switch off and on again). As soon as the display lights, the appliance is again ready to operate.
  • Press the door until you hear the lock snap shut.
  • Select again a programme and press button START.

«Error F ––» is displayed again after interruption of the power supply

  • Note the error message.
  • Close the water tap and switch off the power supply.
  • Contact customer service (see Customer service).
04. Error messages Cash-Card / Prepaid Card

Card cannot be read

This card cannot be read.

  • This card cannot be read.
  • Please insert the card again.
  • Turn around the card and insert it again. If the card still can’t be read, please contact the responsible person in your building.

Wrong laundry room number

This user card is not valid for this laundry room.

  • Please insert the card again. If the card still can’t be read, please contact the responsible person in your building.
05. Machine operation

Machine does not start when pressing the On / Off button

  • Check whether the mains power is switched on (wall / plug).
  • Check whether all the fuses are intact or the safety switch has tripped.

Mains blockage (generally at noon).

  • Operate the machine after the mains blockage has ended.
  • If the machine does not start despite correct power supply, contact customer service.

Loading door cannot be opened

  • Wait until the message Programme end is displayed.
  • Press button Open the door

Option Rinsing stop selected.

  • To proceed further, see Washing / Ending programme with rinsing stop.

Defect appliance.

  • Contact customer service Tel. 0844 888 222 0844 888 222.

Open the loading door manually (Warning: Hot wash water! Danger of burns! Drain the machine before manual opening!)

  • Ensure that the drum stopped turning.
  • Close the water tap.
  • Switch off the power supply.
  • Carry out an emergency emptying (see Cleaning and Maintenance).
  • Unlock door and pull open (Perform both actions simultaneously)
  • Pull the black emergency opener with a screwdriver downwards and keep it pulled.

Drum lighting does not work

The LED is defective. For safety reasons the LED must only be replaced by the customer service or a qualified specialist.

06. Washing and washing result

Detergent residue in the detergent drawer

Damp or clumpy detergent

  • The blue or green lid in compartment is in the position for liquid detergents.
  • Push the lid up and back.
  • Dry the detergent drawer before adding detergent
  • Add the detergent to the dosing aid and put it in the drum with the laundry.

Viscous conditioner will remain in the conditioner compartment.

  • Dilute the viscous conditioner with approx. 100 ml water and fill it in the conditioner compartment .
  • Do not exceed the mark «max».

Clean the conditioner compartment (see Cleaning and maintenance).

Water not visible during wash

There is no problem.

The water is in the device below the visible area.

Laundry does not get clean

Laundry was soiled more heavily than expected.

  • Remove stains from the laundry before washing.
  • Select the maximum permitted temperature for the fabric.
  • Select a stronger wash programme.
  • Dose detergent sufficiently (follow manufacturer’s information).

Detergent residue on the washing

Detergent residues are not due to poor rinse performance of your washing machine. Insoluble residues found in a few phosphate-free detergents tend to be deposited as pale specks on laundry.

  • Dry and brush off the detergent residue or repeat the whole rinse process immediately (see Programme survey / Main menu programmes / Rinse, spin).
  • Use a wash programmes with a higher water level (easy care) and liquid detergent.
  • Use additional rinse cycles.

Grey residue (soap scum) on the washing

The normal amount of detergent is not always sufficient for soiling from ointments, fats or oils.

  • Increase the amount for the next wash. Select the maximum permitted temperature for the fabrics.

Grey stains on the washing

Grey stains may be caused by cosmetics or fabric softener and may have appeared on the laundry outside the machine before washing.

  • Some stains can be washed out after soaking in liquid detergent.

The laundry is hard and / or like a board

  • Use a conditioner for the next wash, if the laundry is dried in the air after washing.
  • Dry the laundry in a tumble drier.

Drum and tank are dirty (scraps of paper, oil etc.)

Tissues or similar objects have not been removed from the laundry before washing.

  • Clean drum and tank with the Autoclean programme (without laundry and detergent).

Laundry smells unpleasant (e.g. like sweat or rot)

Laundry has been washed too long at only a low temperature and contains too many odour-producing germs.

  • Wash the laundry at 60 °C or the maximum permitted temperature for the textiles from time to time, and use heavy-duty detergent (with bleach). Use special low-temperature detergent when you wash at 20 / 30 °C.

Odour accumulation in the machine

Odour-producing germs have accumulated in the washing machine or in the drain.

  • Run the maintenance programme Autoclean from time to time to clean the machine and drain (without laundry and detergent).

Laundry mats (pilling)

Delicates such as wool can mat due to the high mechanical load.

Select a gentle, special programme suitable for delicates in the future.

Tear and hole formation, fibre wear of the laundry

It might be a case of normal wear or mechanical damage of textiles, which already existed before washing.

  • Remove any foreign articles from the laundry before washing.
  • Close hooks, zips and Velcro closures before washing.
  • Wash sensitive laundry in a mesh bag.
07. Foam and leakage

Some foam can be seen at the programme end

Some detergents tend to produce more foam, which does not affect the rinse results.

Too much foam visible during washing

Foam fills the entire drum

Too much detergent was used.

  • Mix approx. 20 ml conditioner and approx. ½ litre water.
  • Add the conditioner-water mixture into compartment of the detergent drawer. Add the conditioner-water mixture into compartment of the detergent drawer. Repeat procedure, if necessary.
  • Reduce detergent dose in the future.

Foam leaks from the detergent drawer during washing,rinsing or spinning

Too much detergent was used.

  • Stop the programme by pressing button Cancel.
  • Proceed as with error message Water level too high.
  • Reduce detergent dose in the future.
  • If required use washing powder instead of liquid detergent.

Puddles and / or water stains form on the floor

Too much detergent was used.

  • Reduce detergent dose in the future.
  • Check whether the supply and drain hose connections are watertight and have been effected properly.
08. Spinning and noise

Poor spin result

The machine has detected an imbalance that it was unable to rectify. If there are loads too low or critical laundry pieces, e.g., bathroom rugs, the laundry cannot be distributed sufficiently. In this case the spin speed is reduced in a targeted manner to protect the appliance from extensive stress.

Device "wanders" during spinning

The transport securing devices have not been removed.

See the information in the Installation Instructions.

Machine feet were not locked when installing the machine.

Relevel the machine with a spirit level and securely lock the feet as prescribed in the Installation Instructions

Programme duration extended

There is no problem.

  • The machine has recognised foam and implemented remedy.
  • The machine has recognised imbalance and implemented remedy.
  • The machine has recognised excessive soiling and/or too turbid rinse water and has extended the programme.

Frequently asked questions on Schulthess dryers

01. Emergency opening

Opening the door

  • Press the Open the door button.
  • Child lock active
  • Hold the bar in the upper right (it is not lit!) and at the same time press the desired button.
  • The door can be opened manually at any time by briefly pressing at the level of the locking latch.
02. Error messages

Child lock active

Hold the bar in the upper right (is not lit!) and at the same time press the desired button.

Check drain

Condensate water pump is not running.

  • Check if the water discharge hose is bent or the water discharge provided by the customer is clogged. After rectifying the error, the programme can be continued from the point at which it was interrupted.
  • Press the light bar next to Continue.
  • If the error remains, please contact our customer service Tel. 0844 888 222

Clean fluff sieve

Displayed while programme is running

  • Press the Open the door button. The filler door springs open.
  • Clean the fluff filters (see Drying / Cleaning the fluff filters).
  • Close the door and press the light bar next to Continue.

Displayed after programme end

  • Acknowledge the error message with OK. Clean the fluff filters (see Drying / Cleaning the fluff filters).

If the error remains, please contact our customer service Tel. 0844 888 222 0844 888 222.

Insert filter «C»

  • Displayed at start

Ensure the fluff filter C is placed correctly behind the service flap.

Insert filter «C»

Displayed at start

  • Ensure the fluff filter C is placed correctly behind the service flap.
  • Press button START.

Displayed while programme is running

  • Ensure the fluff filter C is placed correctly behind the service flap.
  • Press the light bar next to Continue.
  • Wait one minute.
  • Press again the button “Open Door”.
  • If the door does not open after programme end, contact our technical support Tel. 0844 888 222

Programme stopped

Button On / Off was pressed during a running programme.

Press the light bar next to Continue.

03. Error messages F ––

«Error F ––» is displayed

  • Acknowledge the error message with OK. Machine restarts.
  • Select a programme again and press button START.

«Error F ––» is displayed again despite programme restart

  • Acknowledge the error message with OK.
  • Interrupt the power supply for one minute (switch the main switch off and on again). As soon as the display lights, the appliance is again ready to operate.
  • Press the door until you hear the lock snap shut.
  • Select a programme again and press button START.

«Error F ––» is displayed again after interruption of the power supply

  • Note the error message.
  • Turn off the main switch
  • Contact Customer Service on 0844 888 222
04. Error messages Cash-Card / Prepaid Card

Wrong user number or card type

The card used is not approved.

  • Please contact the responsible caregiver.

Card cannot be read

This card cannot be read.

  • Please insert the card again.
  • Turn around the card and insert it again. If the card still can’t be read, please contact the responsible person in your building.

Wrong laundry room number

This user card is not valid for this laundry room.

  • Please insert the card again.

The card could not be read.

  • Turn around the card and insert it again. If the card still can’t be read, please contact the responsible person in your building.

Card balance soon to be used up

The card credit is only sufficient for the selected drying programme.

05. Machine operation

Machine does not start when pressing the On / Off button

  • Check whether the mains power is switched on (wall / plug).
  • Check whether all the fuses are intact or the safety switch has tripped.

Mains blockage (generally at noon).

  • Operate the machine after the mains blockage has ended.
  • If the dryer does not start despite correct power supply, contact customer service.

The dryer does not start

Condensate water pump is not running.

  • Check if the water discharge hose is bent or the water discharge provided by the customer is clogged. After rectifying the error, the programme can be continued from the point at which it was interrupted.
  • Press the light bar next to Continue.
  • If the error remains, please contact our technical support Tel. 0844 888 222 0844 888 222.

The drying target was not achieved

When warm, laundry feels more moist than it actually is!

  • Remove the laundry from the dryer and let it cool.

When still moist:

  • Clean the fluff filters (see Drying / Cleaning the fluff filters).
  • Increase degree of drying (see Settings / Dryness level raised).
  • Clean the moisture sensor (see Cleaning and Maintenance / Cleaning the moisture sensor).

The individual laundry piece does not reach the set drying target

If one single piece is to be dried in the dryer, it will be dried more evenly by adding additional pieces, e.g. two terry towels or using the Express programme option.

The drying takes too long

The fluff filters are clogged with fluff or limescale.

  • Clean the fluff filters (see Drying / Cleaning the fluff filters).

Power failure.

  • Note lock times of EW.

The laundry is not dry after the maximum possible settings

Drum is overloaded.

  • Observe the maximum loads in the programme table.

Insufficient room ventilation.

  • Open a window or door.

The fluff filters are clogged with fluff or limescale.

  • Clean the fluff filters (see Drying / Cleaning the fluff filters).

Drum lighting does not work

The LED is defective. The LED is defect. For safety reasons the LED must only be replaced by the customer service or a qualified specialist.

Humidity in the room increases sharply

The room does not have sufficient ventilation

  • Ensure adequate ventilation.

Water on the floor

Check, the drain hose for leakage and proper installation.

Odour accumulation

If the machine is not used regularly (e.g., in a holiday home) or only used for small quantities, fluff may accumulate in the drain system.

  • Complete the drying cycle (without crease protection).
  • Pour 1.5 l tap water into the opening of the filter holder.
  • Start the Cotton cabinet dry programme.
  • Press the Forward light bar several times until Selfcleaning appears in the display.
  • Complete the drying cycle (without crease protection).
  • Replace the fluff filters
  • Select the special programme ‘Bed linen’ or ‘Towels’.
  • Use the Reversing+ program option

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Our customer service is there for you around the clock. In case of urgent concerns, we will be quickly on site to remedy faults. Trust our dedicated and highly qualified service technicians – they will solve your problems in the shortest possible time.