Help, Support

If your problem is not answered on this page, call us at (042) 3575 6311, 11 am - 5 pm.  Alternatively call 0310-571-6505 or 0310-571-6506.

Need spare parts?  Click here to order spare parts online.  They will be delivered to you in 2-3 days of receiving your order. If the part you need is not listed here, please call on the phone number above.

Need extra cooling in hot, hot, conditions

Throw a sheet over the tent covering the far end from the AC unit, like this image below.  Use clips to hold the sheet in place.  This will increase the cooling for you by 1-2 degrees.  

If that is not enough, try moving to a cooler place. Try sleeping on the roof under the stars, or in the lowest part of your home.

It's a little noisier, but the coolest part of the tent is near the AC itself.

 

Fan runs but there is no cooling 

Symptoms: Green light is flashing, fan is running but there is no cooling, and compressor does not start.

Explanation: Below 18°C, the compressor will not start because the room is too cold and there is a risk that ice would form inside and damage your air conditioner.

Cure:  Wait for warmer weather.

For PC9+plus models only, if the room temperature is above 18°C, press FUNC to make the snowflake symbol appear on the remote control (bottom left corner) and lower the thermostat temperature.

 

Fails to start (PC9+plus only)

Symptoms: Air conditioner does not start, green light flashes 6 times, then pauses and repeats.

Explanation: Software needs a reset.

Cure: Disconnect the power – either switch off the power point, or disconnect the power lead for 5 minutes. 

Avoiding the problem: When you have finished using your Close Comfort AC, switch it off with the remote control before closing the warm air cover.  Even better, leave the warm air cover open unless you don’t plan to use Close Comfort for several days.

 

Room seems to warm up

Symptoms: the room becomes noticeably warmer with Close Comfort running.

Explanation: the room seems to get warmer because you get used to the cool air from Close Comfort. In a well-insulated small room with doors and windows closed, the room temperature can increase slightly, just as it would with two or three people in the room. Close Comfort does emit about the same heat as three people. However, as you become used to the cool micro-climate that Close Comfort provides for you, the other parts of the room will seem to be warmer even if there is no measurable temperature change.

Cures: keep a door or window open – this is a healthy option in any case.  Unlike normal room air conditioners, Close Comfort works just as well with open doors and windows and fresh air circulating.

If you cannot keep a door open and you like the curtains fully closed to keep out the light, consider the following solution from one of our customers.  She placed her air conditioner about 15 cm from the wall beneath an open window and draped the curtain over the middle so the warmer air went straight out of the window.  

If you only have short curtains, elevate your air conditioner on a small table.

In a small, insulated room, consider placing Close Comfort in the doorway as shown here.

 

Water leaking

Symptoms: Water leaks from air conditioner

Explanation: The air conditioner should not leak at all.  However, if it is not upright, even if tilted at a slight angle, water can leak from the cold evaporator onto the floor.  This can happen if the AC is placed on a chair, for example.  The seat on most chairs is not flat.

Cure: Make sure the air conditioner is placed on a hard, flat, level surface. 

Symptoms: Water leaks from air conditioner, standing on level surface

Explanation: If the air conditioner leaks when used without the tent, there is something wrong. Contact our support staff by telephone (top of this page).  We will replace your AC unit.

If you are using your air conditioner with a tent, in humid conditions, with a low temperature setting, it is possible that your air conditioner can accumulate a small amount of water at the bottom in the front section, under the compressor.  Normally this will dry off during the day time. 

In very humid weather, after a day or two, the water may accumulate and leak out.

To prevent this water accumulating, after each night:

1) switch off the air conditioner with the remote control

2) stand the air conditioner on a water absorbent towel

3) tip the air conditioner forwards by about 45 degrees and hold it there for 30 seconds: some water may run out

4) stand the air conditioner upright again

5) squeeze any water out of the towel.

We are working on a design improvement to avoid this problem in future.

 

Intermittent cooling loss

Symptoms: Air conditioner loses its cooling effect intermittently

Explanation: Drafts and nearby fans can disrupt the cool air flow from your Close Comfort AC, reducing the cooling effect for users.

Cure: Use Close Comfort in a draft free location. 

 

Gradual loss of cooling

Symptoms: Air conditioner loses its cooling effect gradually over time

Explanation: Household dust accumulating on the three air filters can gradually reduce the air flow, reducing the apparent cooling.  

Cure: We recommend you inspect at least the cool air inlet filter at the front of the AC unit every two weeks.  Once there is a noticeable amount of dust, clean all three filters by rinsing them under a tap.

We also recommend that you ask an air conditioning technician to clean the inside of your AC annually, especially in very dusty locations.

 

Here is a photo of dirty front side filters. The PC9+plus was used for three weeks with a bed tent.

Here is a photo of the back side filter at the same time.

Here is a photo of the front filters after cleaning under running water from a bathroom tap.

Here is a photo of the back filter after cleaning.

Setting up your tent

This video shows you how to set up a pyramid tent which is smaller than the Igloo tent.  However, the method is similar.  

 

Folding your tent

This video shows how to fold up a pyramid tent.  Use a similar method for the Igloo tent.  Pay particular attention to positioning of hands and fingers for the final part when the tent collapses to a circular heap on the floor.