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FREQUENTLY ASKED QUESTIONS
Rainwater Systems
Why won’t my rainwater pump switch off?
The pump may not be reaching its required shut-off pressure. Common causes include the pump not being primed, insufficient water in the tank, a suction-side leak, or debris affecting the foot valve. Check that the tank contains water and that the pump has been correctly primed. If the problem continues, contact APP Technical Support.
Why is my pump switching on and off rapidly?
Rapid cycling can occur when the accumulator tank pressure is incorrect or when the system demand is lower than the pump’s operating range. A service technician may need to check the accumulator pressure, system flow requirements and pump selection.
The pump is running, but there is little or no water pressure. What should I check?
Check whether:
- The filters are dirty or blocked
- Any isolation valves are closed
- There is a blockage between the pump and the outlet
- The incoming mains supply is sufficient, if the system uses mains water
If these checks do not identify the issue, contact APP for technical assistance.
Why isn’t my system using water from the rainwater tank?
Confirm that there is water in the tank and that the tank float is connected, unobstructed and positioned correctly. A float issue may prevent the controller from detecting available tank water.
Why is my UV unit alarming?
UV lamps typically require replacement after approximately one year of operation. An alarm can also indicate a lamp or ballast fault. Check the displayed fault code and refer to the unit manual, or contact APP for assistance.
What should I do if the automatic backwash filter is not working correctly?
Check that the unit is powered on and review any displayed fault code. The backwash screen may also require cleaning. If the alarm remains after cleaning or restarting the unit, contact APP Technical Support.
Why is the filter alarm active when the filters are clean?
The filter alarm gauge may have been incorrectly adjusted, or the backwash filter may require manual cleaning. APP recommends having the gauge and filter inspected if the alarm continues.
Why is my filter housing leaking around the lid?
The lid seal may be incorrectly seated, pinched or missing. Ensure the O-ring is correctly positioned and that the lid has not been overtightened. If the leak continues, isolate the system and contact APP.
What should I do if the press-control unit shows a fault?
Check that the unit has power and press the restart button. If the fault returns, the pump may require priming or further inspection. Avoid repeatedly restarting the pump if it is not moving water, as this may damage it.
Water Booster Systems
Why won’t my booster pumps switch off?
First confirm that the system has been commissioned and that the pumps are operating in automatic mode. Incorrect controller settings, insufficient water supply, trapped air or an incorrectly selected pump can also prevent the system from reaching its set pressure. These settings should be checked by an authorised technician.
Why is my booster system cycling on and off?
Cycling may be caused by incorrect accumulator pressure, controller settings, pump selection or a continuing pressure drop after the pump stops. A technician should check the accumulator, system settings and operating requirements.
Why can’t I adjust the pump speed manually?
Check that the manual override circuit breaker has not been left on. If the controls still do not respond or the screen is not displaying correctly, contact APP Technical Support.
The booster system reaches pressure, but there is little pressure at the outlet. Why?
Possible causes include a closed valve, a blocked pipe or an incorrectly sized pump. Check that accessible valves are open and that there are no obvious restrictions. Further testing may require a service technician.
Pump Stations
Why is the fault strobe active on my pump station?
The strobe generally indicates a high-level condition or a pump fault. Check the controller to identify which warning light is active. If safe to do so, confirm whether the pit is full and whether the pumps are operating. Contact APP if the alarm does not reset.
What does a high-level alarm mean?
A high-level alarm may indicate that the water level has reached the alarm float, the pumps are not operating correctly, or the float has become caught or obstructed. Check the water level and contact APP if the tank or pit is not being pumped down.
Why does the pump fault keep returning after it is reset?
The pump may be blocked by dirt or another foreign object, experiencing an electrical supply issue, or operating outside its intended conditions. Do not continue resetting a recurring fault. Isolate the equipment and arrange a service inspection.
Why is my pump station alarm active when the tank is empty?
The high-level float may be caught, obstructed or incorrectly connected. A technician should inspect the float and its wiring if the alarm remains active.
What is an above ground pump station?
An above ground pump station transfers wastewater or stormwater between locations without requiring an underground installation.
What materials are available?
Above ground pump stations are available in fibreglass, stainless steel, and polypropylene construction.
What are the benefits of an above ground pump station?
Key benefits include reduced excavation, minimal site disruption, easier installation, and improved maintenance access.
Can these pump stations handle stormwater?
Yes. They are suitable for both stormwater and wastewater applications.
Should I choose a single or dual pump system?
The required configuration depends on the flow rate, duty requirements, and level of redundancy needed for your application.
Are custom configurations available?
Yes. APP can provide customised pump station sizes, materials, and pump arrangements to suit specific project requirements.
Do the pump stations comply with Australian Standards?
Yes. APP Above Ground Pump Stations are designed to meet AS2941 requirements.
Undersink Units
Why is the undersink pump running but not removing water?
The pump may be airlocked, particularly during its first operation. If the unit previously operated correctly, siphoning or a blockage may be contributing to the issue. Switch the unit off and contact APP if the tank is not emptying.
Why does the undersink pump continue running after the tank is empty?
The float may be stuck in the raised position due to accumulated solids or another obstruction. Turn the unit off and check for visible debris around the float. If the problem continues, the float or pump may require replacement.
Why doesn’t the undersink pump start when the tank is full?
Check that power is available and that the float is not trapped beneath solids or another obstruction. The pump may operate quietly, so also confirm whether it is running without moving water. If the tank remains full, turn the system off and request service support.
Fire Pump Systems
What should I do if an alarm appears on the fire pump control panel?
Note which warning light is illuminated and review the corresponding fault in the system manual. You may use the stop/reset control where permitted. If the alarm returns, contact an authorised fire pump technician.
Why is the fire pump bell sounding?
The bell may sound while the pump is operating, including when a hydrant is open. Close any hydrant that has been opened for testing and follow the system’s approved reset procedure. If there is no identifiable cause, contact your fire services contractor immediately.
What should I do if a hose is disconnected from the diesel engine?
Do not continue operating the system. The cooling circuit and engine should be inspected by an authorised technician before the unit is returned to service.
Before Contacting Technical Support
To help APP diagnose the issue, have the following information ready:
- System type and model
- Controller or pump model
- Which warning lights are illuminated
- Any fault code shown
- Pressure displayed on the gauge
- Whether the pump is running
- Whether the tank or pit contains water
- When the issue first occurred
- Clear photos of the controller and installation
SERVICES
What are the signs that a pump needs servicing?
Unusual noise, vibration, leaks, reduced flow or pressure, frequent starting and stopping, and recurring alarms can indicate a problem. Early inspection can help prevent further damage and downtime.
Why does my pump keep starting and stopping?
Frequent starting and stopping, known as short cycling, can result from leaks, pressure vessel problems, faulty controls, or incorrect settings. APP can investigate the cause and recommend repairs.
Why is my pump running but not moving water?
Possible causes include a blockage, trapped air, loss of prime, a damaged impeller, or a supply or valve issue. An inspection can identify the fault and help prevent further damage.
Can APP investigate recurring pump faults or alarms?
Yes. APP can assess the pump, controls, and associated components to identify the underlying cause of recurring faults or alarms.
Can APP assess pump control panels?
APP can assess pump controls as part of a system inspection. Provide details or photos of your control panel and any fault messages so our Service Team can confirm the support available.
Should a standby pump be serviced if it rarely runs?
Yes. Standby pumps require regular inspection and testing to confirm they will operate when needed. Infrequent use can leave faults undetected until the duty pump fails.
Can servicing help reduce pump energy consumption?
Servicing can identify blockages, wear, and control issues that contribute to inefficient operation. The potential energy savings depend on the equipment’s condition and how the system operates.
How do I know whether to repair or replace a pump?
The decision depends on the pump’s condition, age, repair cost, efficiency, parts availability, and suitability for the application. APP can assess these factors and recommend a practical option.
Can APP recommend upgrades for an unreliable pump system?
Yes. APP can review the system and recommend upgrades, such as new pumps, controls or variable speed drives, to improve its reliability.
Can pump servicing be scheduled to minimise disruption?
APP can work with you to plan servicing around site access and operational requirements. Advise our Service Team of any shutdown restrictions or critical operating periods when booking.
What information should I provide when booking a pump service?
Provide the site address, contact details, a description of the issue, and any access requirements. Photos of the pump, nameplate, control panel, and alarm messages help our team prepare.
Can I book a service if I don’t know the pump make or model?
Yes. You can book a service without knowing the pump make or model. Send photos of the equipment and any visible labels, and our Service Team can help identify it.
Can APP assess the condition of an existing pump system?
Yes. APP can inspect your system for wear, deterioration, and performance issues, then recommend maintenance or repairs to help you plan future expenditure.
How do I arrange a pump maintenance quote?
Contact APP’s Service Team with your site details and information about the equipment requiring maintenance. We can review your requirements and advise whether a site inspection is needed before quoting.
Do you offer pump maintenance contracts?
Do you offer onsite repairs?
What areas does your 24/7 emergency call-out cover?
How often should a commercial pump system be serviced?
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