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Contact us

Would you like to report a defect in a product worth less than EUR 100? Please don’t hesitate to contact the MediaMarkt or Saturn branch where you purchased the product.

 

If you have any questions about ok. products, please contact If you have any questions about ok. products, please contact contact@imtron.eu

FAQ

Do you have a question about your ok. product? Here you can find the answers to frequently asked questions!

 

Washing machines
Tumble dryers
Dishwashers
Refrigerators and freezers
Cookers
Air conditioning units
Televisions
General

Where can I find my product’s serial number?

Washing machines and tumble dryers: The serial number can either be found on the top or bottom of the washing machine or tumble dryer opening (when you open the porthole door) or at the back of the product.

Dishwashers: The serial number can be found on the door of the product (usually on the right or top). 

Refrigerators and freezers: The serial number of refrigerators can be found on the inside left of the unit (next to the vegetable compartment). The serial number of freezers can be found inside the unit at the top.

Important: The product version and batch number will be required for the repair. This information can be found near the serial number (above, below or to the left).

Stoves and ovens: The serial number can be found on a sticker on the front of the warranty card. The serial number can also be found at the back of your oven or beneath your stove. It is also located on the left of the oven (when you open the door).

Air conditioning units: The serial number can be found at the back of the unit.

Televisions: The serial number can be found at the back of the unit.

I need the manual for my ok. product. Where can I find it?

All documents for your ok. product (e.g. manual, product data sheet, energy label) can be downloaded here as free PDFs.

Where can I find software and updates for my ok. product?

All available software and updates can be downloaded for free here

Where can I find the warranty conditions for my ok. product?

For more information on the warranty period and conditions, please refer to the warranty card included with the product.

Are social standards observed during the production of ok. products?

We ensure compliance with high social standards when manufacturing our ok. products. The core labour standards of the International Labour Organization (ILO) form an integral part of our contracts. Since 2004, IMTRON GmbH has also been a member of the Business Social Compliance Initiative (BSCI), which was established to safeguard workers’ rights at production facilities. Some of the core elements checked within the initiative include our corporate management practice, aspects of environmental protection, occupational health and safety, and potential violations regarding the prohibition of child and forced labour. The BSCI’s Code of Conduct is based on the SA8000 standard established by Social Accountability International (SAI): Its members are obliged to regularly arrange external audits of their suppliers and meet other requirements within the scope of the initiative.

How does ok. ensure high quality?

IMTRON GmbH sets the highest standards for safety, quality, health and environmental protection when developing and manufacturing its products. Our top priority is to ensure the highest possible level of product safety for our customers.

Therefore, we commission an independent and accredited testing institute to conduct stringent safety tests on all our devices before and after production. We are aware of our responsibility and therefore ensure that our end customers only ever receive flawless products.

My product is not working.

  • The indicator lamp lights up: The product is connected to a power supply. The “delay start” function may have been activated; please check this and cancel the delay start if applicable.
  • The indicator lamp does not light up: Please check the plug socket and your fuse box.

You can check whether the plug socket is working by connecting a lamp.

The purpose of the mains fuse and residual current circuit breaker (RCCB) is to ensure your safety by responding to an overload or a short circuit. Check whether any other devices might have caused an overload in the circuit. If necessary, please consult a qualified technician.

 

  • Have you pressed the right button to start the programme?

If this is not done correctly, the washing process cannot begin. Please check this and refer to the manual if necessary.

 

  • Has the AquaStop valve triggered a stoppage?
  • Is the tap open and the water inlet working?

You can check the water inlet using the “bucket test”: A 10-litre bucket should be filled in around 1 minute.

 

  • Is there a kink in the pipes or a similar issue?

Set the programme selector to “off” and unplug the unit from the mains.

Check for any kinks in the outlet hose. Loosen the hose clamp on the siphon and carefully remove the outlet hose (residual water will escape).

Clean the outlet hose and siphon fitting.

Hold the outlet hose in a bucket and select the “drain” programme.

Connect the outlet hose to the siphon and make sure it is tight and sealed.

 

If your product is still not working after checking all the above points, please contact our local service hotline.

My product won’t start.

  • Has the washing machine door been closed properly?
  • Has the child lock been activated (by holding down the “start” button for 5 secs)? Disable the child lock. You can find out how to do this in the manual.
  • Have you pressed down the “start” button too long or not long enough? The “start” button has to be pressed down for a little longer than the other buttons (1-2 seconds). A quick tap is not enough to start the programme. If you press down the “start” button too long, you will hear a double beep and the device will not start. This prevents the machine from turning on if the “start” button is touched accidentally.

 

If your product is still not working after checking all the above points, please contact our local service hotline.

The machine is not draining.

Please check and clean the debris filter / lint filter. You should also check whether the small propellor is spinning behind the debris filter. 
Please note: Some water may escape if residual water is left in the machine. Hint: A deep baking tray fits nicely under the machine to catch the water.

The machine’s programme won’t come to an end.

  • Is there a disruption in the water supply? Please check this.
  • Is your machine plugged in? If the plug is not properly inserted in the socket, the machine will stop working. Please check this.

The machine is not drawing water.

  • Have you pressed down the “start” button too long or not long enough? The “start” button has to be pressed down for a little longer than the other buttons (1-2 seconds). A quick tap is not enough to start the programme. If you press down the “start” button too long, you will hear a double beep and the device will not start. This prevents the machine from turning on if the “start” button is touched accidentally.
  • Is the water pressure too low (below 0.03 MPa)? Please check the pressure at the tap. You can check the water inlet using the “bucket test”: A 10-litre bucket should be filled in around 1 minute.
  • Is there a kink in the inlet hose? Set the programme selector to “off” and unplug the unit from the mains. Check for any kinks in the inlet hose.
  • Check whether the tap is open. The water pressure might be too high at the inlet. The outlet hose might be hanging too low.
  • Have you pressed the button properly to start the programme?If this is not done correctly, the washing process cannot begin. Please check this and refer to the manual if necessary.
  • Have you properly closed the door of your machine?If the door is not closed properly, your machine will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.
  • Is the filter clogged between the tap and inlet hose or AquaStop valve?Please check and clean the filter if necessary. Please note: The AquaStop is a safety feature that contains an electric valve – do not immerse it in water. Here is a quick guide:

   1. Close the tap.

   2. Remove the hose from the tap.

   3. Clean the filters with a small brush.

   4. If your product does not have an AquaStop valve, please also remove the hose at the back of the machine. Pull out the filter using pliers and clean it.

   5. Reconnect the hose and make sure it is tight and sealed.

The machine is dripping / leaking.

  • Please check the inlet and outlet hoses. As people often forget to close the inlet tap, there is a steady degree of high pressure on the inlet up to the opening valve.
  • The channel between the detergent dispenser and the drum inlet might be clogged with clumps of detergent. Please clean the dispenser.
  • Please check whether the front gasket is intact and firmly in place.

There is water in my new machine.

Our machines are pre-washed during production to rinse away any grease and dirt. There may be up to 2 litres of water in the pan.

The machine is not spinning / delaying the spin cycle.

  • In the time between washing and spinning, a control programme runs to rectify any imbalances in the drum load. This system ensures the equal distribution of laundry in the drum. Once the laundry has been evenly distributed, the machine will switch to the spin cycle.
  • If the imbalance is too great, the spin cycle will not run or only at a reduced speed. The machine will also try to distribute the laundry more evenly by spinning several times, which will extend the programme duration.

Hint: Please wash large and small items of laundry together to reduce the imbalance. When washing pillowcases and bedsheets, please zip or button them up.

 

The machine’s drum is not turning.

Depending on the selected programme, there will be phases where the drum does not move, such as when washing wool or when foam is detected. That is the way the machine is designed.
Breaks during the wool programme: The drum will only move a little to prevent laundry from becoming matted. 
Breaks in the normal programme are used to reduce the formation of any foam detected in the drum

The machine is washing for a long time.

  • As modern appliances save energy, they wash at lower temperatures but for longer.
  • The time display will change depending on the load. The machine will determine the duration of each programme by evaluating certain information, such as the load and the wash cycle selected within the programme. This value will be constantly adjusted. This may cause the time display and programme duration to change. This is not a fault; it helps to optimise your laundry results.

My laundry is not clean after washing.

  • Please use the correct amount of detergent. You might like to try a different detergent.
  • You should treat any stains before washing.  You should remove stains from fabrics as quickly and rigorously as possible. Please ask your detergent manufacturer for more detailed and specific information about stain removal.
  • Please make sure you do not overload the washing machine by attempting to wash too many clothes      at once.
  • The water is too hard: Use the amount of detergent recommended by the detergent manufacturer for the water in your area.

The machine smells bad.

The usual cause is a build-up of bacteria / odours arise when the washing machine frequently runs at low temperatures. Bacteria are only killed at temperatures above 70°C. You should regularly run at least one 60°C programme. We recommend running a cleaning programme after every 10 washes. Alternatively, you can run an extra hot programme.

Items of laundry are disappearing in the washing machine.

If your machine is overloaded, some items of laundry may escape through the rubber gasket. Please check the lint filter. Please remember to use a laundry bag for small items. 

The machine moves a lot during the spin cycle.

  • Please align the machine with the feet using a spirit level. Please note: Then tighten the feet with the locknuts according to the installation guide. It you wish to set up your machine on a base, fix the feet in place with the base attachment available as an accessory. 
  • Please make sure you have removed the transit bolts. The transit bolts have to be removed; otherwise, there will be a considerable imbalance and pounding noises, as the drum will not be able to turn freely.
  • Please make sure the machine is not standing on a slippery surface (tiles). If this is the case, a rubber mat should be placed underneath to stop the washing machine from “wandering around”.

The machine is too loud.

  • Please make sure the machine is straight and stable.
  • Please check for any foreign bodies in the machine.

The key symbol cannot be set.

The child lock is activated. Please hold down the “temperature” and “speed” keys for at least 3 seconds. The child lock symbol will light up on the control panel.

The machine is not heating up.

  • Please check the porthole. Is it even cold during 90°C wash cycles? If so, please contact our local service hotline.

Foam is coming out of the detergent dispenser.

Especially when washing laundry that is only slightly soiled and when washing curtains, excessive foam may form and escape from the dispenser if too much detergent is used or if unsuitable or old detergent is used. Reduce the amount of detergent used. You should always use less detergent if your laundry is only slightly soiled and if the water is not very hard in your area. Please read the packaging for more information on the correct amount of detergent. 

The machine is blowing the fuse.

This is most likely a defect. Please contact our local service hotline.

Are the washing machines designed for hot water connections?

Our washing machines are not designed for hot water connections – not even for solar thermal systems.

My product is not working.

  • Have you properly closed the door of your tumble dryer? If the door is not closed properly, your tumble dryer will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.
  • Have you pressed down the “start” button too long or not long enough? The “start” button has to be pressed down for a little longer than the other buttons (1-2 seconds). A quick tap is not enough to start the programme. If you press down the “start” button too long, you will hear a double beep and the device will not start. This prevents the machine from turning on if the “start” button is touched accidentally. 
  • Please make sure the water tank is empty.
  • Have you pressed the button properly to start the programme?If this is not done correctly, the drying process cannot begin. Please check this and refer to the manual if necessary.
  • Please reset the appliance at the mains. Briefly unplug the unit, wait a few minutes and then reconnect the power cable.
  • Has the child lock been activated (by holding down the “start” button for 5 secs)? Please disable the child lock. You can find out how to do this in the manual. 
  • Has the “delay start” function been activated? Please deactivate the function, so that the programme can start.

If your product is still not working after checking all the above points, please contact our local service hotline.

My tumble dryer won’t start.

  • Have you properly closed the door of your tumble dryer? If the door is not closed properly, your tumble dryer will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.
  • Have you pressed down the “start” button too long or not long enough? The “start” button has to be pressed down for a little longer than the other buttons (1-2 seconds). A quick tap is not enough to start the programme. If you press down the “start” button too long, you will hear a double beep and the device will not start. This prevents the machine from turning on if the “start” button is touched accidentally. 
  • Please reset the appliance at the mains. Briefly unplug the unit, wait a few minutes and then reconnect the power cable.

If your product is still not working after checking all the above points, please contact our local service hotline.

Nothing is displayed on the control panel.

  • Please reset the appliance at the mains. Briefly unplug the unit, wait a few minutes and then reconnect the power cable.
  • Have you pressed the button properly to start the programme? If this is not done correctly, the drying process cannot begin. Please check this and refer to the manual if necessary.
  • Please check the relevant fuse in your fuse box. If necessary, switch the fuse back on.

If your product is still not working after checking all the above points, please contact our local service hotline.

The machine is not heating up.

Please contact our local service hotline.

The tumble dryer cannot be opened / the programme cannot be started.

  • Have you properly closed the door of your tumble dryer? If the door is not closed properly, your tumble dryer will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.
  • Please make sure you have selected a programme.
  • The “start” button has to be pressed down for a little longer than the other buttons (1-2 seconds). A quick tap is not enough to start the programme. If you press down the “start” button too long, you will hear a double beep and the device will not start. This prevents the machine from turning on if the “start” button is touched accidentally. 
  • Has the child lock been activated (by holding down the “start” button for 5 secs)? Please disable the child lock. You can find out how to do this in the manual. 

The programme has been interrupted for no reason.

  • Have you properly closed the door of your tumble dryer? If the door is not closed properly, your tumble dryer will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.
  • Has there been a power outage? Please press the “start / pause” button again to start the programme.
  • Please make sure the water tank is empty.

The drying process is inadequate / the drying time is very long.

  • Has the lint filter / heat exchanger been cleaned? If the lint filter is clogged, the drying time may be longer and energy consumption levels may therefore be higher. Please refer to the manual.
  • Please make sure the water tank is empty. Please empty the water tank and check the outlet hose.
  • Please clean the moisture sensors. They might be calcified, or residual water might have gathered in front of the sensor.
  • Please make sure you do not overload the tumble dryer by attempting to dry too many clothes at once.
  • Please select a more rigorous drying programme or specify a longer drying time.

If your product is still not working after checking all the above points, please contact our local service hotline.

My laundry is not drying properly.

Please remember that laundry generally feels damper when it is taken out of the tumble dryer immediately after the programme has ended.

  • Has the lint filter / heat exchanger been cleaned? If the lint filter is clogged, the drying time may be longer and energy consumption levels may therefore be higher. Please refer to the manual.
  • Please make sure the water tank is empty. Please empty the water tank and check the outlet hose.
  • Please clean the moisture sensors. They might be calcified, or residual water might have gathered in front of the sensor.
  • Please make sure you do not overload the tumble dryer by attempting to dry too many clothes at once.
  • Please select a more rigorous drying programme or specify a longer drying time.

The drum is not turning.

This problem may be caused by various technical issues. Please contact our local service hotline.

The machine door is opening on its own / won’t close.

  • Please close the door slowly; do not slam it shut.
  • Please remove any clothes from the tumble dryer.

The “tank full” warning is permanently on.

  • Has the lint filter / heat exchanger been cleaned? If the lint filter is clogged, the drying time may be longer and energy consumption levels may therefore be higher. Please refer to the manual.
  • Please make sure the water tank is empty. Please empty the water tank and check the outlet hose.
  • Please clean the moisture sensors. They might be calcified, or residual water might have gathered in front of the sensor.

If your product is still not working after checking all the above points, please contact our local service hotline.

The machine is dripping / leaking.

  • Please align the machine with the feet using a spirit level. Please note: Then tighten the feet with the locknuts according to the installation guide. It you wish to set up your machine on a base, fix the feet in place with the base attachment available as an accessory. 
  • Please check the seals and, if necessary, the outlet connection. 

If your product is still not working after checking all the above points, please contact our local service hotline.

Water is leaking from the machine door.

Lint has probably gathered on the inside of the door or on the door seal. Please clean the inside of the machine door and the door seal.

The humidity in the room rises sharply.

  • Please make sure the room is well ventilated.
  • Has the lint filter / heat exchanger been cleaned? If the lint filter is clogged, the drying time may be longer and energy consumption levels may therefore be higher. Please refer to the manual.

General care instructions for dishwashers

  • Please check the salt and rinse aid on a regular basis.
  • Rinse your crockery beforehand.
  • Check whether the dishwasher spray arms can rotate before each wash.
  • Check the filters for residues. Remove any residue and clean the filters under running water.
  • Regularly run the machine without any dishes.
  • As high temperatures are generated in the dishwasher, it should not be installed next to a refrigerator.
  • If the appliance is installed in an area where there is a risk of frost, you must completely drain any water from the machine. Turn off the water inlet, remove the water hose from the connection and let the water escape from inside the machine.

What should I do if I am not going to use the dishwasher for a while?

  •  Unplug the dishwasher from the mains and close the tap.
  • Leave the door open slightly to prevent any unpleasant smells.
  • Keep the inside of the dishwasher clean.

How can I prevent water droplets?

  • Wash your dishes using the intensive programme.

Remove all metal containers from the dishwasher.Don’t add any extra detergent.

How should I prepare the dishwasher for the wash cycle?

  • Remove any large pieces of food from your dishes before putting them in the dishwasher.
  • Turn on the dishwasher when it is fully loaded.
  • Only use the pre-rinse programme when necessary.
  • Please refer to the programme information and average consumption tables when selecting a programme.

My product is not working.

  • Have you turned on the appliance? Make sure the dishwasher is turned on and the door is closed. 
  • Is the plug socket working? Check whether the plug socket is working (e.g. by connecting a lamp). If the plug socket is not working, check whether the residual current circuit breaker (RCCB) or the mains fuse in your house / apartment has been triggered. The purpose of the mains fuse and RCCB is to ensure your safety by responding to an overload or a short circuit. Check whether any other devices might have caused an overload in the circuit. 
  • Is the plug firmly in place at the back of the appliance?

Solution: Check whether the power cord plug is positioned correctly at the back of your dishwasher. 

  • Please check the relevant fuse in your fuse box. If necessary, switch the fuse back on.
  • Is the water pressure too low? Please check the pressure at the tap. You can check the water inlet using the “bucket test”: A 10-litre bucket should be filled in around 1 minute.
  • Have you properly closed the door of your dishwasher? If the door is not closed properly, your dishwasher will not be able to start. Please check this and refer to the manual. It can sometimes help to give the door a quick push.

If your product is still not working after checking all the above points, please contact our local service hotline.

The detergent dispenser lid does not always open.

As the dispenser is located on the inside of the door, it will not always open if your dishes are stacked too high at the front of the bottom rack. Please check the arrangement of the items in your dishwasher.

The machine is not draining.

  • Please check and clean the filter. Make sure the filters are inserted correctly. Most filters have to click into place.
  • Is there a kink in the pipes or a similar issue? 

Set the programme selector to “off” and unplug the unit from the mains. 
Check for any kinks in the outlet hose. Loosen the hose clamp on the siphon and carefully remove the outlet hose (residual water will escape). 
Clean the outlet hose and siphon fitting. 
Hold the outlet hose in a bucket and select the “drain” programme. 
Connect the outlet hose to the siphon and make sure it is tight and sealed. 

  • Check whether the pump is clogged or the pump cover is not properly locked in place. Clean the pump:

Set the programme selector to OFF. Unplug the unit from the mains. Attention: The pump might also be clogged with broken glass – take care to avoid cutting yourself!
Remove the filters.
Remove the pump cover.
Remove any foreign objects.
Check whether the pump’s impeller can spin freely.
Replace the pump cover by clicking it into place or screwing it tight.
Put the filters back correctly by clicking them in place. 

  • Have you waited for the programme to end?

Wait for the programme to end or cancel the programme by pressing “reset” (as described on the panel).

The machine is not drawing water.

  • Is there a kink in the inlet hose? 

Set the programme selector to “off” and unplug the unit from the mains. 
Check for any kinks in the inlet hose. 

  • Is the filter clogged between the tap and inlet hose or AquaStop valve?

Please check and clean the filter if necessary. Please note: The AquaStop is a safety feature that contains an electric valve – do not immerse it in water. Here is a quick guide:
   1. Close the tap.
   2. Remove the hose from the tap.
   3. Clean the filters with a small brush.
   4. If your product does not have an AquaStop valve, please also remove the hose at the back of the machine. Pull out the filter using pliers and clean it.
   5. Reconnect the hose and make sure it is tight and sealed. 

  • Is the water pressure too low? 

Please check the pressure at the tap. You can check the water inlet using the “bucket test”: A 10-litre bucket should be filled in around 1 minute.

I can hear something knocking inside the machine.

The spray arm might be hitting objects in the dish rack. Stop the programme and arrange your crockery in such a way that the spray arm can rotate freely.

I can hear something rattling inside the machine.

Some pieces of crockery might be moving inside the machine. Stop the programme and arrange your crockery properly.

I can hear something knocking in the connecting pipes.

This might come from the mains (e.g. a pipe intersection). This has no effect on the functioning of the dishwasher. If you still have doubts or concerns, please contact a plumber.

My dishes are not clean after washing.

Please check for any external defects on the detergent dispenser.

  • Please make sure you do not put any crockery that is too large in the front row, because this can block the release of the detergent dispenser.
  • Please check whether the dishwasher tablet is still in the dishwasher and has not been dissolved.
  • Make sure the dishwasher has been loaded properly. For more information, please refer to the section on “How to arrange dishes on the racks” in your product’s manual.
  • The programme might not be rigorous enough. Select a more intensive programme. For more information, please refer to the “Dishwasher Programme Chart” in your product’s manual.
  • You might not have used enough detergent. Use more detergent or use a different type.
  • Some objects might be stopping the spray arms from rotating. Arrange your dishes in such a way that the spray arms can rotate freely.
  • The filters might be dirty or incorrectly inserted, which can cause the spray arm nozzles to become clogged. Clean the filter unit and/or insert the parts correctly. Clean the spray arm nozzles. For more information, please refer to the section on “How to clean the spray arms” in your product’s manual.
  • Your crockery might have been left in the dishwasher too long before the wash cycle and leftover food might have dried up on the dishes. Please soak the leftover food before turning on the dishwasher.

My glasses look cloudy after washing.

This might be due to a combination of soft water and too much detergent. Use less detergent if the water is soft in your area and select a short programme when cleaning glasses.

There are black or grey marks on my crockery.

This happens when aluminium utensils come into contact with crockery. You can remove the marks with a mild scouring agent.

I can see detergent residue in my cups.

Your plates are most likely preventing the cups from being properly rinsed out. Make sure your plates are loaded properly.

My crockery is not dry.

This can be caused by many things:

  • The machine has not been loaded properly: Please load the machine as shown in the manual.
  • There is not enough rinse aid in the machine: Refill the rinse aid dispenser.
  • You have emptied the dishwasher too soon: Do not empty the machine immediately after the wash cycle. Open the door slightly to allow steam to escape. Empty the dishwasher when your dishes are pleasantly warm. Unload the bottom rack first to prevent any water droplets falling down from the top rack.
  • You have chosen the wrong programme: Shorter programmes are not as hot. The temperature affects the result. Select a longer programme.
  • Your crockery has a single coating: Such crockery makes draining more difficult and is not suitable for use in dishwashers. 

I can see limescale / a grey shimmer in the machine.

This can be caused by many things:

  • There is not enough salt in the machine: Please refill the salt dispenser.
  • The water hardness has not been set properly: Set the correct water hardness on the machine.
  • The ion exchanger is faulty: If neither of the first two suggested solutions work, it will be a fault. Please contact our local service hotline.

My glasses are turning cloudy / corroding.

This tends to happen with cheap glasses, but it can also be the case with crockery that is not suitable for the washing machine (especially when the design fades over time).

Please ensure the following:

  • The water hardness is not set too high;
  • You do not select a programme that is too rigorous;
  • The rinse aid dispenser is full.
     

There is residue in the detergent dispenser.

You probably added the detergent when the dispenser was damp. Make sure the dispenser is completely dry before adding the detergent. 

The dishwasher tablet is not dissolving.


This usually occurs when the detergent dispenser lid is blocked by crockery or when the tablet is blocked. The detergent dispenser lid must not be blocked by crockery. Do not place any crockery or dishwasher fresheners around the top rack handle. Insert the dishwasher tablet horizontally and not upright.

Here are some more questions that might help you resolve the issue:
- During which programmes are the dishwasher tablets not dissolving?
- At what temperature are you washing the dishes?
- What kind of crockery are you washing and how much crockery are you putting in the dishwasher each time?
- Have you tried using other dishwasher tablets and do you always use the same ones? If so, which ones?

There are stains inside my dishwasher.

This happens when using detergent with colouring agents. Make sure your detergent does not contain any colouring agents.

There is a white film inside the machine.

This is caused by hard water that leaves mineral deposits. You can clean it with a damp sponge and detergent. Wear rubber gloves. Only use detergent in the dishwasher; otherwise, it might foam. 
 

There are rust marks on my cutlery.

Here are the most common causes of this problem:

  • The objects concerned are not resistant to corrosion.
  • You have run a programme after adding salt. There is salt residue in the cleaning cycle: You should always run a programme without crockery and without the turbo function (if available) after adding dishwasher salt. 
  • The lid of the rinse aid dispenser is loose. Please check the lid. Make sure it is firmly in place. 

If the problem persists after checking all the above points, please contact our local service hotline.

There is a lot of water in the dishwasher after the wash cycle.

Here are the most common causes of this problem:

  • The outlet hose is clogged or jammed. 
  • The filters are clogged. 
  • The programme is not over yet.

If the problem persists after checking all the above points, please contact our local service hotline.

The dishwasher has stopped during a wash cycle.

  • There has been a power cut
  • There is a fault with the water inlet. 
  • The “start / pause” button has been pressed. 

If the problem persists after checking all the above points, please contact our local service hotline.

There are still bits of food on my dishes.

  • Make sure the dishwasher has been loaded properly, so that the water can get to the dishes in question. For more information, please refer to the section on “How to arrange dishes on the racks” in your product’s manual.
  • You have overloaded the dishwasher rack.
  • You have used a very small amount of detergent.
  • You have selected an unsuitable wash programme that is not rigorous enough. Always use the right programme for your dishes. 
  • The spray arm is clogged with bits of food. Make sure the spray arms are unblocked.
  • The filters are clogged or have not been inserted properly.
  • The pump might be clogged.

If the problem persists after checking all the above points, please contact our local service hotline.

The machine is not heating up.

Please contact our local service hotline.

The door function is faulty.

Please contact our local service hotline.

My product is not working.

  • Please check the indicator lamp. If the indicator lamp does not light up: Please check the plug socket and your fuse box. You can check whether the plug socket is working by connecting a lamp. The purpose of the mains fuse and residual current circuit breaker (RCCB) is to ensure your safety by responding to an overload or a short circuit. Check whether any other devices might have caused an overload in the circuit. If necessary, please consult a qualified technician.
  • Please also check whether the lightbulb is faulty.
  • Make sure you have set the temperature. 
  • Have you pressed the “on / off” button?
  • Please check the relevant fuse in your fuse box. If necessary, switch the fuse back on.

If your product is still not working after checking all the above points, please contact our local service hotline.

The appliance is not cooling items.

Please check the following points:

  • Is the room temperature high enough? If it is too cold, the appliance won’t cool items. The room temperature must be over 15°C. 
  • Is the door properly closed / has the door been left open too long or opened too often?
  • Have you put too many items in the appliance at once? Put less food in.
  • The layer of frost is thicker than 4-5 mm. Defrost the appliance.
  • The appliance might have been turned off or might have no power supply. Check whether the power supply is working, the fuse is intact and the power cord plug is correctly inserted in the socket.
  • Has the thermostat been set too high? Adjust the setting. Do a test with a thermometer – it should be +6°C in the vegetable compartment.

If the problem persists after checking all the above points, please contact our local service hotline.

The appliance is not cold enough.

Please check the following points:

  • Has the thermostat been set too low? Adjust the setting. Do a test with a thermometer – it should be +6°C in the vegetable compartment.
  • Has the appliance been installed next to a heat source (e.g. stove) with no insulation between each unit? This can affect the performance of the appliance.
  • Have you put excessively warm food in the appliance?
  •  Have you put too many items in the appliance at once?
  • Can the air circulate sufficiently?
  • Is the door properly closed / has the door been left open too long or opened too often?
  • Is the door seal intact?

If the problem persists after checking all the above points, please contact our local service hotline.

The appliance is cooling items too much.

  • Is the room temperature high enough? A room temperature of under +10°C may affect the viscosity of the coolant and cause damage to the compressor.
  • Has the thermostat been set too high? Adjust the setting. Do a test with a thermometer – it should be +6°C in the vegetable compartment.

If the problem persists after checking all the above points, please contact our local service hotline.

The inside of the appliance is iced up.

Please check the following points:

  • Can the air circulate sufficiently?
  • Is the door seal intact?
  • Have you aligned the appliance using a spirit level?
  • Has the thermostat been set too high? Adjust the setting. Do a test with a thermometer – it should be +6°C in the vegetable compartment.

If the problem persists after checking all the above points, please contact our local service hotline.

The appliance is making disturbing noises.

The following noises are normal:

  • Humming: This is caused by the compressor when it is running.
  • Fluid noise: This is caused by the coolant circulating in the unit.
  • Clicking noises: The thermostat is switching the compressor on or off.

You should be alarmed if you can hear the grille or tubes vibrating.

  • Check whether the grille and tubes are firmly in place.
  • Check whether the appliance is stable.
  • Remove any items from the appliance.
  • Remove any foreign objects from the back of the product.

If the problem persists after checking all the above points, please contact our local service hotline.

The lighting is not working inside the appliance but the compressor is running.

This problem may be caused by one of two issues:

  • The light is on stand-by. Close and open the door.
  • The lamp is broken. Please change the lamp.

The compressor is not working.

Please check the following points:

  • The appliance might have been turned off or might have no power supply. Check whether the power supply is working, the fuse is intact and the power cord plug is correctly inserted in the socket.
  • The desired temperature has been reached; no more cooling is required. When the inside temperature rises, the compressor will automatically turn off.
  • Has the appliance just been set up? It takes 2 hours for the coolant to settle.
  • Is the room temperature high enough? If it is too cold, the appliance won’t cool items. The room temperature must be over 15°C. 

If the problem persists after checking all the above points, please contact our local service hotline.

There is too much frost and ice in the appliance.

Please check the following points:

  • The door should be properly closed and the seal should not be deformed / dirty.
  • The drain hole plug should be positioned correctly.
  • Your food should be correctly packaged to avoid the extreme build-up of moisture.
  • Has the thermostat been set too high? Adjust the setting. Do a test with a thermometer – it should be +6°C in the vegetable compartment.

If the problem persists after checking all the above points, please contact our local service hotline.

The temperature cannot be set.

To do this, the FastFreeze function should be turned on. Switch off the FastFreeze function manually or wait for the function to switch off itself before setting the temperature.

Condensation is running down the back of the refrigerator.

During the automatic thawing process, frost melts on the back wall. This is normal.

There is too much condensation at the back of the refrigerator.

Please check the following points:

  • The door has been opened too often. Only open the door when necessary.
  • The door has not been fully closed. Make sure the door is fully closed.

If the problem persists after checking all the above points, please contact our local service hotline.

There is water inside the appliance.

This is usually caused by a clogged drain hole. Please clean the drain line at the back of the inside of the appliance with a pipe cleaner / cotton bud.

If the problem persists after cleaning the drain, please contact our local service hotline.

The power light is orange and not green.

When the power light is orange, it means the freezer is ready for use. When the light is green, the compressor is running. Your appliance does not have a technical fault.

The hob / oven is not working or cannot be operated.

Please check the following points:

  • Does the power light come on? Please check the plug socket and your fuse box. You can check whether the plug socket is working by connecting a lamp. The purpose of the mains fuse and residual current circuit breaker (RCCB) is to ensure your safety by responding to an overload or a short circuit. Check whether any other devices might have caused an overload in the circuit. If necessary, please consult a qualified technician.
  • The appliance might have been turned off or might have no power supply. Check whether the power supply is working, the fuse is intact and the power cord plug is correctly inserted in the socket.
  • Please check the relevant fuse in your fuse box. If necessary, switch the fuse back on.
  • Have you switched off the child safety / lock function?
  • Make sure there are no splashes of water or grease on the control panel. Wipe down the control panel.
  • Has your oven only just been fitted? It might have to be rewired, but this must be checked by a specialist.

If your product is still not working after checking all the above points, please contact our local service hotline.
 

The booster function won’t start.

Please check the following points:

  • The cooking ring is hot. Give the cooking ring enough time to cool down.
  • You have selected the highest heat setting. The highest heat setting has the same power as the booster function.
  • You have reduced the heat to “0”. Start by increasing the heat setting.

If your product is still not working after checking all the above points, please contact our local service hotline.

The sensors are getting hot.

Your cookware might be too large or you might have put it too close to the sensors. If possible, you should put large cookware on the cooking rings at the back.

If the problem persists, please contact our local service hotline.

The hob has just turned off for no reason.

You have probably put something on the sensor. Remove the object from the sensor.

I am not happy with the baking result.

My baking results are insufficient.

  • Your baking tray might be on the wrong shelf. 
  • Place your baking tray on a lower shelf.
  • Reduce the temperature while extending the baking time.

My food is not browning evenly.

  • The airflow is blocked, the door is not closed properly or the temperature has been set too high.
  • Place your baking tin in the middle of the baking tray or shelf.
  • Select a slightly lower temperature for baked goods.
  • Close the door fully and check whether the seal is clean.
  • Read through the baking instructions and information on baking shelves in the manual.
  • Bake delicate goods with conventional heating (top and bottom). 

My food is too dry.

  • You have set the timer too long. Please select a shorter cooking time and/or a lower temperature.

There is heavy condensation inside the oven.

When cooking frozen products and food with a high moisture content, a greater amount of condensation may form inside the oven. This is due to the physical properties of the food and is not a defect; it will not affect your cooking results or stop the appliance from working properly.  You should open the appliance door from time to time when it is running.

There is heavy condensation on the door.

This is a normal phenomenon caused by the difference in temperature. When cooking frozen products and food with a high moisture content, a greater amount of condensation may form on the inner door pane. This is due to the physical properties of the food and is not a defect; it will not affect your cooking results or stop the appliance from working properly. Preheat your oven to 100°C and turn it off again after 5 minutes.

The light inside the appliance is broken.

Please refer to the manual for detailed information on replacing the light. Please only use the lights recommended by the manufacturer.

The cooking rings are getting too hot.

Please contact our local service hotline. 

The outside of the oven is getting too hot.

The panel can reach temperatures of up to 80°C; this is not a defect.

If this temperature is exceeded, please contact our local service hotline.

My stove is not heating up.

Make sure you have set the heat with the thermostat.

If this is not the case, please contact our local service hotline.

An induction hob is not working.

If a hob is not working on an induction stove, this might have something to do with the detection of the cookware. Please check whether the fault occurs with all cookware or only certain items. An induction hob will only be heated when induction-compatible cookware is placed on it. Please also make sure your cookware does not have a recess in the middle of the base. This makes the contact with the temperature sensor weaker.

If your product is still not working after checking all the above points, please contact our local service hotline.

“00:00” is shown on the time display.

The power supply to your appliance has been turned off or there has been a temporary power outage. Please set the current time.

Can cooking rings from other models / manufacturers be combined with the stove/oven sets?

Unfortunately, stoves from other models / manufacturers cannot be combined with our stove/oven sets. The connections are not compatible.

The extractor fan is not working.

Check whether the fan has been set correctly and make sure there are no contact problems caused by vibrations.

Please also see whether the connector is pressed in properly and check the connection and the condition of the connector. If the connector is broken, please replace it.

The filter is dirty.

Dirty filters prevent the flow of air.

  • Clean the carbon filter or replace the clogged filter.
  • You should replace the carbon filter every three months.
  • You should regularly clean the grease filter.

The extractor fan is not extracting properly.

Please check the following points:

  • The fan setting is high enough.
  • The grease filter is clean.
  • Your kitchen is adequately ventilated.
  • If the extractor fan is set to recirculate air, make sure the carbon filter is intact.
  • If the extractor fan is set to extract air to the outside, make sure the pipes and openings are not blocked.

If your appliance still does not work after running these checks, please contact your MediaMarkt or Saturn branch to schedule a repair.

The extractor fan has suddenly turned off automatically.

Please check the following points:

  • Please note that this can happen if there is not enough space between the appliance and the hob.
  • Your circuit breaker has tripped.
  • Switch off the hob and wait for the appliance to start up again.

If this happens frequently, please schedule a repair by contacting your MediaMarkt or Saturn branch.

The light is not working.

Make sure the lamp is correctly inserted and connected. If the lamp is broken, please replace it. Please only use the lights recommended by the manufacturer.

The light is on but the motor is not running.

Make sure the ventilation flap is not blocked. If the flap is free, please contact your MediaMarkt or Saturn branch to schedule a repair.

The appliance is vibrating.

Please check the following points:

  • The motor should be mounted securely.
  • The hood should be properly fixed in place.
  • The distance between the extractor fan and hob should not be too great. Please hang the extractor fan lower down.

The appliance does not start when I press the “on / off” button.

Please check the following points:

  • The water tank is full. Please switch off the appliance, empty the water tank and restart the appliance.
  • The room temperature is lower than the temperature set for the appliance. Reset the temperature.

If your product is still not working after checking all the above points, please contact our local service hotline.

The appliance is not cooling the room as I would like.

Please check the following points:

  • The filter is clogged with dust or pet hair. Please switch off the appliance and clean the filter as described in the manual.
  • The temperature has been set too high: Set a lower temperature.
  • The windows and door are open in the room: Close all windows and doors.
  • The room is too big: Check the size of the room according to the manual.
  • There are heat sources in the room: Remove the heat sources.

If your product is still not working after checking all the above points, please contact our local service hotline.

The appliance is too loud and vibrates too much.

Please check the following points:

  • The base is not level: Please put the appliance on a flat surface.
  • The filter is clogged with dust or pet hair: Please switch off the appliance and clean the filter as described in the manual.

The appliance is making humming noises.

This noise is normal; it is caused by the flow of coolant inside the unit.

The appliance is not responding to the remote control.

Make sure the batteries are not empty in the remote control. 

If this is not the case, please contact our local service hotline.

The appliance is turning off automatically in HEATING mode.

There is an automatic function to prevent the unit from overheating. If the temperature in the exhaust is over 70°C, the appliance will turn off. You should only switch the appliance back on when it has cooled down.

There are connection problems with my WiFi air conditioning unit.

Make sure you have the latest version of the app on your phone and also run a manual firmware update for the WiFi module on the air conditioning unit. The firmware update can be triggered within the app. In order to use this function, you will first have to register in the app or create an account. 

My television has no picture.

Scenario 1: The TV set is not receiving a signal. Make sure you have chosen the right input source. Also check the following points:

  • Is the aerial connected correctly? 
  • Is the aerial cable damaged?
  • Have you used suitable plugs to connect the aerial? 

Scenario 2: The picture is black and unresponsive but the power light is on:
Please contact our local service hotline.

The device has no picture (only audio).

Please reset the power at the mains and uncouple all connected devices. Turn the television off and hold down the power button on the remote control for at least 20 seconds. Then reconnect the wires and turn on the TV.

If the problem persists, please contact our local service hotline and let us know whether the “power” LED is lighting up.

The picture is flickering.

  • Please check the reception quality.
  • Please reset the factory settings. 
  • Please reset the power at the mains and uncouple all connected devices. Turn the television off and hold down the power button on the remote control for at least 20 seconds. Then reconnect the wires and turn on the TV.

If the problem persists, please contact our local service hotline.

There are permanent bright pixels on screen.

Please contact our local service hotline.

There are streaks in the television picture.

All televisions, radios, wireless telephones and DVB-T receivers have one thing in common: They are permanently exposed to various radio signals that can get in each other’s way. This does not usually cause any problems but can sometimes lead to issues with the television picture.

If there are suddenly streaks in the television picture, the TV set is not necessarily broken. The problem is often caused by radio interference at home.

There are many different causes of such interference. For example, such problems can be caused by regular infrastructure for broadcasting and cellular data, and amateur and taxi radio in the area.

However, the problem might also arise when the neighbourhood’s transmission grid is set up incorrectly, when there is an unauthorised radio service or when the transmitting station is faulty.

If the problem persists, please contact our local service hotline.

My TV set has a poor picture quality.

Please check the following points:

  • Have you chosen the right colour standard? 
  • A low signal level might be distorting the picture. 
  • Check whether the right frequency has been entered. 
  • The picture quality might deteriorate if two additional devices are connected to the TV set at the same time. In such cases, please disconnect one of the additional devices from the television.

If the problem persists, please contact our local service hotline.

My television has no sound.

Check whether your television has been muted. In order to unmute the television, press the “mute” button or turn up the volume. 

If only one speaker is working, check the balance settings.

If the problem persists, please contact our local service hotline.

Some programmes are encrypted.

This is not a defect. Pay TV channels must be activated via third-party providers.

My apps are not opening.

You will always need a functioning Internet connection. You can also try the following:

  • Please reset the television (and perhaps the router) at the mains.
  • Perform a power reset: Hold down the power button on the remote control for 10 seconds.
  • Please reset the factory settings. 

If the problem persists, please contact our local service hotline.

I cannot sort my channels.

You need a software update to do this. You can find the file in “Downloads”.

My pre-installed apps have disappeared.

  • Please reset the factory settings. 
  • Please download the latest software update. You can find the file in “Downloads”.

If the problem persists, please contact our local service hotline.

A channel is missing.

Run a channel search. Please check the reception quality in the TV menu.

If you have a standard aerial cable plugged into an old TV socket, it might be worth using a modern cable with greater shielding (110 dB – quad-shielded cable).

My television has no signal.

If your television is displaying the message “no signal” or “no video signal”, this does not indicate a defect.

  • There might be a problem with the reception: Check the signal quality in the menu.
  • You have chosen the wrong signal source: Find the right signal source by pressing the “source” button.
     

Input sources cannot be selected.

If you have connected a device, check the AV cables and connections.

The CI module is not detected / recognised.

You should insert the module in the CI slot while the TV is running and without the smartcard being inserted. The detection of the CI module is usually confirmed with a short message on screen. If you do not get such a message, you might have to update your TV software. You can find the latest software version in “Downloads”.

If the CI module is detected by the television, there is no defect. Then you can insert the smartcard. If your desired programs are still not decoded, this is not because of the television. 

I have no Internet on my smart TV.

  • Make sure the router is not too far away from your smart TV. The WiFi signal might not be strong enough.
  • Choose a network. You cannot use WiFi and LAN at the same time. This leads to connectivity problems.
  • Restart your router.
  • Make sure you connect your smart TV to the right network and check whether you have entered the correct information.
  • You can try changing your router’s radio channel. Some smart TVs only search for specific channels.
  • Check whether a firmware update is available for your router. Install this. 
  • Try another router if you have one. If your smart TV can connect to the second router, the first one might be broken.
  • The problem may be with your Internet provider.

If the problem persists, please contact our local service hotline.

My television is not responding to the remote control.

Make sure the batteries are not empty in the remote control. 

Check whether some of the buttons are working. 

Also test the remote at various distances from the television.

If the problem persists, please contact your MediaMarkt or Saturn branch to order a new remote control.

My television won’t turn on.

Make sure the powercord is plugged in and the remote control batteries are still working. If the television does not respond to the remote control, press the on switch on the television.

My television is switching on / off by itself.

My television is switching on by itself.

With picture and sound: You might have set the on timer. Your television might also switch on after a power cut. If this is not the case, please contact our local service hotline.

The screen is bright without sound: The TV switches on intermittently (mostly at night) to perform updates. As long as only the backlight comes on and no TV picture can be seen, this is not a defect.

My television is switching off by itself.

The power-saving or energy-saving mode is the default setting when our televisions leave the factory. Your TV set will switch off automatically if it is not operated for 2, 4 or 6 hours. You can deactivate this mode in the menu.

If your television switches off and on again several times in a row, there is a defect. Please contact our local service hotline.

My television has no teletext.

If you do not have teletext, there is usually a problem with your reception. You should check the reception quality in the menu. If you are receiving TV channels via an external receiver, you should select the teletext function using the remote control for the external box and not the TV remote.
 

My WiFi network is not available.

  • Make sure your network’s firewall settings enable your TV to connect wirelessly. 
  • Search for networks again via the “Network / Internet Settings” menu. If your WiFi network is not working properly, try to establish a connection via your wired home network. For more information on this process, please refer to the “Wired Network Connection” section. If you cannot establish a wired connection with your TV set, check the modem (router). If there is no problem with the router, check whether the modem is connected to the Internet.

I have a slow Internet connection.

Please refer to the manual for your WiFi modem for information on range, connection speed, signal quality and other settings. You will need a high-speed connection for the modem.

I am experiencing interruptions or delays during playback.

In this case, try the following: Keep your appliance at least 3 m away from microwave ovens, mobile phones, Bluetooth devices and other WiFi-compatible devices. Try changing the active channel on your wireless router.

An Internet connection is not available / audio-video sharing is not working.

If the MAC address (unique identification number) of your PC or modem has been permanently registered, your TV set might not be able to connect to the Internet. In such cases, the MAC address will be authenticated every time you connect to the Internet. This is to prevent unauthorised access. As your TV has its own MAC address, your Internet service provider cannot validate your TV’s MAC address. As a result, your TV cannot connect to the Internet. If you contact your Internet service provider, they will explain how you can connect another device to the Internet (e.g. your television). Your connection issue might also be caused by a firewall problem. If you think this is causing your problem, please contact your Internet service provider. Your firewall might cause connectivity issues or hide WiFi networks when using your television in audio-video sharing mode or when surfing the web via the audio-video sharing function.