Troubleshooting FAQs

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1. After pressing the button and submerging the SteriPEN lamp in water, the green LED keeps blinking (Classic, Adventurer, Traveler) or the LCD display’s counter (Journey) does not initiate.

SteriPEN water sensors look for electrical conductivity to indicate the presence of water. In most cases water has enough trace mineral content to allow for a small amount of electrical current. On occasion though, very pure water may be encountered – most often in areas where water is from recent snow melt. Since very pure water is a poor electrical conductor, the sensors may not conduct enough electricity to recognize the water. This can easily be corrected by adding a small pinch of salt, or a drop or two of some kind of electrolyte beverage to the water.

2. After pressing the button and submerging the SteriPEN lamp in water, the lamp comes on for several seconds and then shuts off. The red LED then turns on solid - not blinking. (Classic, Adventurer, Traveler) or the LCD (Journey model) display shows an unhappy face icon but NOT an unhappy battery icon.

SteriPEN water sensors look for electrical conductivity to indicate the presence of water. In most cases water has enough trace mineral content to allow for a small amount of electrical current. On occasion though, very pure water may be encountered – most often in areas where water is from recent snow melt. Since very pure water is a poor electrical conductor, the sensors may only function marginally resulting in an incomplete UV dose. This can easily be corrected by adding a small pinch of salt, or a drop or two of some kind of electrolyte beverage to the water.

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3. What happens if I get . . .

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4. I do not see any visible blue light when using my SteriPEN, what does this mean?

If you do not see any visible blue light being emitted from your SteriPEN there are a few things you can check:

1. First, check to make sure that you have the batteries aligned correctly and that nothing is keeping them from making contact with the battery contacts (a serial number sticker may come loose and break the connection between contacts and batteries).
2. Make sure that you are using 4 batteries of the same chemistry (in other words 4 lithium batteries, or 4 nickel metal hydride batteries). If you use different chemistry batteries together this could damage the device.

If the batteries are correctly aligned and you attempt to use the pen again but still see no visible light please call Tech Support at 1-207-374-5700 for further assistance.

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5. What does it mean if the LED light will not come on?

If the LED light will not come on it could mean one of two things.

1. This could mean that the batteries need to be replaced or recharged.
2. This could also mean that there may be something on the battery contacts. Check to make sure that the battery contacts are clean and making good contact.

If neither of these things help please call Tech Support at 1-207-374-5700.

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6. The batteries in my Solar Charging Case do not seem to be charging from solar power, what do I do?

Please call Tech Support at 1-207-374-5700.

7. The batteries in my Solar Charging Case do not seem to be charging from wall power, what do I do?

Have you had the charger plugged in for three hours? If so, please call Tech Support at 207-374-5700.

8. What does it mean if my SteriPEN's visible light is dim?

This could be a sign that the lamp is not functioning properly. If you experience this please call Tech Support at 1-207-374-5700.

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9. The pen doesn’t start when I push the operating button. What can I do?

Pressing the button too quickly may result in an unrecognized electronic signal. Wait 15 seconds to allow the SteriPEN to reset and then start again. Push the operating button slowly (hold for 1/2 second) and release. If selecting the 0.5 L dose, pause for a half a second before the second push of the button. If this doesn’t work, please check the batteries.

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