Drinkwell Zen Stainless Steel Dog & Cat Fountain, 128-oz

For best performance, the fountain pump needs to be cleaned every two weeks. When cleaning the pump, we recommend cleaning the fountain and changing the filter as well. Multi-pet households may need to be cleaned more frequently.

Troubleshooting

The pump is not working or the water is not flowing as much as it used to.

• Never let the water in the bowl get below the minimum fill level. This can cause the pump to overheat and stop functioning. When refilling the bowl, make sure to add water before turning the fountain on.
• Lack of regular cleaning may result in the pump becoming clogged with pet hair and food debris. The pump must be cleaned every 2-4 weeks to ensure proper function.
• Fill the fountain with water up to the max fill line.
• Ensure that the fountain is cleaned on a regular basis.

The fountain is too loud.

• A low humming noise is normal, but it should not be loud. Check the water level. If water level is too low then the pump will have to work harder causing it to be louder than normal.
• Unplug the fountain for 15 seconds. If the noise stops when plugged back in, it’s possible that some debris is caught on the impeller. Remove the pump and clean the impeller. Try rubbing a small amount of vegetable oil onto the magnetic pin with a Q-tip to lubricate the impeller.

There are black particles in the bowl. This is loose granulated carbon dust from the filter and is completely harmless for your pet to drink. Rinse the filter in cold water before placing it in the fountain to prevent this.

The fountain feels slimy.

• If you have multiple pets or dogs use the fountain, the slimy feeling may be caused by your pet’s saliva. Change the water and clean your fountain more frequently to prevent this.
• Make sure the fountain parts are rinsed thoroughly after cleaning the fountain. Soap residue may cause the sliminess.

The adaptor is warm to the touch. Unplug the fountain and plug it into a surge protector.

The fountain is leaking.

• Make sure the rubber cap is inserted correctly into the raised post. This rubber seal secures the electrical power cord to the inside of the bowl and prevents leaking.
• Sometimes water around the fountain is caused by pets drinking. Some pets are prone to spilling. Watch your pet when he drinks to see if this is the cause. If it is, you can purchase a fountain mat or other water-resistant mat to place under the fountain.

The motor is not working.

• Unplug the fountain then plug it back in.
• If the motor is humming, try cleaning the motor, making sure nothing is stuck around the impeller. You can also change the foam filter.
• If the motor is not humming, try replacing the pump.
• Never let the water in the bowl get below the minimum fill level. This can cause the pump to overheat and stop functioning. When refilling the bowl, make sure to add water before turning the fountain on.

How can I make the filters last longer?

• Clean your fountain at least once a month or more often if needed.
• Replace all of the water in the bowl with fresh water between regular cleanings.
• If your fountain uses a foam filter or pre-filter, clean the pre-filter between regular fountain cleanings.
• Use pre-filtered or purified water to refill the fountain.

Never rinse the filter in soap. Washing your filter will allow the soap to seep into the pores and this cannot be removed, making the filter unusable and unsafe for your pet.

Do I need to use a filter with the fountain? The filter is not required for normal operation of the fountain, but it does significantly improve the overall cleanliness and taste of the water for your pets. The filter removes bad tastes and odors to improve the taste of the water and catches hair and small particles to keep the water cleaner.

Filters are still helpful even if you use filtered water in the fountain. The activated carbon continuously cleans water as it flows through the filter. The pre-filter protects the pump from dirt, fur, drool, and debris.

How do I get my pets to drink from the fountain?

Pets, especially cats, can be a little timid with the fountains at first. This is a new object added to their environment, so give your pet enough time to get used to the fountain at their own pace. This time frame will usually only take a few days, and it is very rare that a pet will refuse to use the product entirely. If your pet prefers to drink running water from the faucet or shower, she will probably get used to the fountain very quickly. Here are a few tips to help transition your pet:

• Set up the fountain without plugging it in. This way your pet can get used to drinking from the fountain without the noise and splash of running water.
• Plug in the fountain for short periods of time, until your pets begin to feel comfortable. Try setting it to a lower flow setting.
• Once your pet is somewhat used to the fountain, remove other water sources.
• If your pet still isn’t interested in the fountain, make it more appealing with some flavoring. Remove the filter from the fountain, then add tuna juice or bouillon to the water until your pet is used to the new product. After that, you can clean the fountain, replace the filter, and refill the fountain with regular water.

How do the filters work? The activated carbon filter removes bad tastes and odors from the water and catches large particles and debris from re-circulating back into the water. The filters do not purify the water. Change them every 2-4 weeks, depending on how many pets use the fountain, to keep the fountain water fresh and clean.

How often should I change the filter? The activated carbon filter should be changed every 2 to 4 weeks, depending on the number of pets using the fountain. If you have more pets or notice more debris, a slimy feel, or decreased water flow in your fountain, you should clean it more often. Pre-filters can usually be changed less frequently.

What are the filters made of? These filters are similar to filters used in fish tanks. They are safe to use with your pet’s drinking water. The organic activated carbon used in the filters is made of coconut shells.

What’s the difference between the regular carbon filters and the premium filters? Once the filter has been used, the activated carbon tends to settle in the bottom of the pouch. The premium filters have 6 smaller pouches, rather than the 2 in the original filters, so the carbon is spread out more evenly for better filtration quality.

Why do I need to change the filters? Over time, debris gets stuck in the outer fabric of the filter, making it more difficult for the water to pass through it. The inner part of the filter contains granulated carbon with hundreds or thousands of microscopic holes, which bind to impurities in the water that cause bad tastes and smells. This binding prevents impurities them from returning to the water. Eventually, the holes become clogged and can no longer remove impurities.

Which side of the filter should face the front? Put the filter in the filter housing with the black side facing the front.

Is the plastic in your fountains BPA-free? Yes. All of our plastic fountains and plastic parts are BPA-free, including cords, pumps, and filter housing.