Troubleshooting

This chapter summarizes the most common problems you could encounter with the machine. Support videos and a complete list of frequently asked questions are available on www.saeco.com/care. If you are unable to solve the problem, contact the Consumer Care Center in your country. For contact details, see the warranty leaflet.

Problem	Cause	Solution
There are some coffee residues inside my new coffee machine.	This machine has been tested with coffee.	Although it has been carefully cleaned, there may be some coffee residues left. However, the machine is absolutely new.
The machine is in DEMO mode.	You pressed the standby icon for more than 8 seconds.	Switch the machine on and off by unplugging the power cord and then plugging it in again.
The drip tray fills up quickly / there is always some water in the drip tray.	This is normal. The machine uses water to rinse the internal circuit and brew group. Some water flows through the internal system directly into the drip tray.	Empty the drip tray daily or as soon as the red 'drip tray full' indicator pops up through the drip tray cover. Tip: place a cup under the dispensing spout to collect rinsing water that comes out of it.
The 'empty coffee grounds container' icon remains on.	You emptied the coffee grounds container while the machine was unplugged from the wall socket, or you placed it back too fast.	Remove the coffee grounds container, wait at least 5 seconds and then insert it again.
The machine prompts to empty the coffee grounds container even though the container is not full.	The machine did not reset the counter the last time you emptied the coffee grounds container.	Always wait approx. 5 seconds when you place back the coffee grounds container. In this way, the coffee pucks counter will be reset to zero and the number of coffee pucks is counted correctly.
The coffee grounds container is too full and the 'empty coffee grounds container' icon did not appear on the display.	You removed the drip tray without emptying the coffee grounds container.	When you remove the drip tray, also empty the coffee grounds container even if it contains only a few coffee pucks. This ensures that the coffee pucks counter is reset to zero and that the number of coffee pucks is counted correctly.
I cannot remove the brew group.	The brew group is not in the correct position.	Reset the machine in the following way: close the service door and place back the water tank. Switch the machine off and back on again and wait for the lights in the drink icons to come on. Try to remove the brew group again. See chapter 'Removing and inserting the brew group' for step-by-step instructions.
I cannot insert the brew group.	The brew group is not in the correct position.	Reset the machine in the following way: close the service door and place back the water tank. Leave the brew group out. Switch off the machine and unplug it. Wait for 30 seconds and then plug the machine back in, switch it on and wait for the lights in the drink icons to come on. Then put the brew group in the correct position and reinsert it into the machine. See chapter 'Removing and inserting the brew group' for step- by-step instructions.
The coffee is watery.	The brew group is dirty or needs to be lubricated.	Remove the brew group, rinse it under the tap and leave it to dry. Then lubricate the moving parts.
	The machine is performing its self-adjustment procedure. This procedure is started automatically when you use the machine for the first time, when you change to another type of coffee beans or after a long period of non-use.	Brew 5 cups of coffee initially to allow the machine to complete its self-adjustment procedure.
	The grinder is set to a too coarse setting.	Set the grinder to a finer (lower) setting. Brew 2 to 3 drinks to be able to taste the full difference.
The coffee is not hot enough.	The temperature is set too low.	Set the temperature to the maximum setting.
	A cold cup reduces the temperature of the drink.	Preheat the cups by rinsing them with hot water.
	Adding milk reduces the temperature of the drink.	Regardless of whether you add hot or cold milk, adding milk always reduces the temperature of the coffee. Preheat the cups by rinsing them with hot water.
Coffee does not come out or coffee comes out slowly.	The AquaClean water filter was not prepared properly for installation.	Remove the AquaClean filter and dispense some hot water. If this works, the AquaClean filter was not installed properly. Reinstall and activate the AquaClean filter and follow all steps in chapter 'AquaClean water filter'.
		After a long period of non-use, you need to prepare the AquaClean water filter for use again and dispense 2-3 cups of hot water.
	The AquaClean water filter is clogged.	Replace the AquaClean water filter every 3 months. A filter that is older than 3 months can become clogged.
	The grinder is set to a too fine setting.	Set the grinder to a coarser (higher) setting. Note that this will impact the coffee taste.
	The brew group is dirty.	Remove the brew group and rinse it under the tap.
	The coffee dispensing spout is dirty.	Clean the coffee dispensing spout and its holes with a pipe cleaner or needle.
	The pre-ground coffee compartment is clogged	Switch off the machine and remove the brew group. Open the lid of the pre-ground coffee compartment and insert the spoon handle into it. Move the handle up and down until the clogged ground coffee falls down.
	The machine circuit is blocked by limescale.	Descale the machine with Philips descaler. Always descale when the machine prompts you.
The milk does not froth.	The internal cappuccinatore is dirty or not inserted correctly.	Clean the internal cappuccinatore and make sure that you position and insert it correctly.
	The type of milk used is not suitable for frothing.	Different types of milk result in different amounts of froth and different froth qualities.
The milk is splashing.	The milk you use is not cold enough.	Make sure you use cold milk coming directly from the fridge.
	The flexible milk tube is not connected properly.	Open the door of the coffee dispensing spout and check if the flexible milk tube is fully connected to the cappuccinatore. Note that the cappuccinatore and milk tubes may be hot. Let the cappuccinatore and the tubes cool down before you touch them.
	The cappuccinatore and milk tubes are not clean.	Remove and disassemble the internal cappuccinatore. Rinse all parts under the tap. For thorough cleaning, use Philips milk circuit cleaner and perform the Deep Milk Clean procedure via the 'Status' and 'Hygiesteam' menu. Note that if the parts have been cleaned in the dishwasher, they may have become clogged by food particles or detergent residues. A visual check that they are not obstructed is also recommended.
		We advise you to perform the HygieSteam program every day: 1) Press 'Status' on the control panel. 2) Select 'HygieSteam'. 3) Then confirm all steps on the display.
	The milk tubes are clogged.	Always store the milk container without the milk tubes in the refrigerator. Leftover milk could accumulate inside the milk tubes and block the flow of milk through the tubes. Rinse the milk tubes before storage.
The machine seems to be leaking.	The machine uses water to rinse the internal circuit and brew group. This water flows through the internal system directly into the drip tray. This is normal.	Empty the drip tray every day or as soon as the 'drip tray full' indicator pops up through the drip tray cover. Tip: Place a cup under the dispensing spout to collect rinsing water and reduce the amount of water in the drip tray.
	The drip tray is too full and has overflowed which makes it look like the machine is leaking.	Empty the drip tray every day or as soon as the 'drip tray full' indicator pops up through the drip tray cover.
	The water tank is not fully inserted, some water is leaking out of the water tank and air is drawn into the machine.	Make sure the water tank is in the correct position: remove it and reinsert it into the machine as far as possible.
	The brew group is dirty/clogged.	Rinse the brew group.
	The machine is not placed on a horizontal surface.	Place the machine on a horizontal surface so that the drip tray does not overflow and the 'drip tray full' indicator works properly.
I cannot activate the AquaClean water filter and the machine asks for descaling.	The filter has not been installed or replaced in time after the screen showed the AquaClean reminder. This means your machine is not completely free of limescale anymore.	Descale your machine first and then install the AquaClean water filter.
The new water filter does not fit.	You are trying to install another filter than the AquaClean water filter.	Only the AquaClean water filter fits into the machine.
	The rubber ring on the AquaClean water filter is not in place.	Place back the rubber ring on the AquaClean water filter.
The machine is making a loud noise.	It is normal that your machine makes some noise during use.	If the machine starts to make a different kind of noise, clean the brew group and lubricate it.
	The AquaClean water filter was not prepared properly and air is now drawn into the machine.	Remove the AquaClean water filter from the water tank and prepare it for use properly before you place it back. See chapter 'AquaClean water filter' for step-by-step instructions.
	The water tank is not fully inserted and air is drawn into the machine.	Make sure the water tank is in the correct position: remove it and reinsert it by pushing it into the machine as far as possible.
When I try to connect the machine to Wi-Fi for the first time, the machine cannot connect to the Wi-Fi network.	Your Wi-Fi name and password are not correct.	Check your Wi-Fi name and password.
	The coffee machine and the Wi-Fi router are not within range of each other.	Ensure that the coffee machine and the Wi-Fi router are within range of each other.or use a Wi-Fi repeater.
The machine is not able to find the home Wi-Fi network.	The Wi-Fi router is not working properly.	Please make sure that the Wi-Fi router is working properly and is connected to the internet.
	The machine is not within range of the router.	Make sure the machine is within range of the router. You can also use a Wi-Fi signal repeater.
	The router your coffee machine is trying to connect to is 5 GHz dual-band and your coffee machine is not trying to connect to a 2.4 GHz network.	5 GHz networks are not supported.Temporarily switch off the 5 GHz band in your router and try to pair your coffee machine again to another band of the same router (2.4 GHz). Switch on your 5 GHz band again after successful pairing
I cannot use Alexa and Amazon Smart Reorders yet.	You have not yet connected to your Amazon to your Saeco account.	Please follow the instructions on the control panel of the machine to connect your Amazon account to your Saeco account to be able to use Alexa voice control and Amazon Smart Reorders. Note: To be able to use these features you need to have an Alexa app or an Alexa device and you need to enable the Smart Reorders service on Amazon.
The Wi-Fi connectivity of the machine used to work but is not working anymore.	Your Wi-Fi name and/or password has changed.	Follow the instructions of section 'Connecting to Wi-Fi' and choose the network with the new Wi-Fi name to connect to.
	The Wi-Fi password has changed.	Follow the instructions of section 'Connecting to Wi-Fi' and enter the new Wi-Fi password.
	Your Wi-Fi router is not working properly.	Check the router and make sure it is working.
	The Wi-Fi connectivity can be interrupted by electromagnetic or other interferences.	Keep the appliance away from other electronic devices that may cause interferences.
	None of the solutions mentioned above work.	Switch off the machine and unplug it, then plug the machine back in and switch it on to recheck the Wi-Fi connection.

Machine overview