Resources · Equipment Support Technical Support, Manuals & Guided TroubleshootingUse the current WaxMelters support system to find instructions, complete approved troubleshooting, identify a replacement component, or determine whether field service or factory repair is the correct next step.
Simplified Current Support Current Equipment Uses a Standardized Control PlatformWaxMelters standardized its current control platform across equipment beginning in 2023. Current troubleshooting is organized by equipment type and symptom—not by a long list of model years or discontinued controllers. Current Equipment2023–Present SystemsUse the current guided troubleshooting process for PRIMO tanks, filling systems, Pour X-Press systems, Wax Hands equipment and EZ-MIX. Start Current Troubleshooting →Legacy ControlsEarlier Controller GenerationsOlder controller and relay configurations are discontinued. For control-system service, the normal path is conversion to the current WaxMelters control platform rather than repair of the obsolete controller. Review Legacy Retrofit Options →DocumentationHistorical Manuals ArchiveOlder documentation remains available as a historical equipment archive and to help identify legacy systems, but it is not the primary troubleshooting path for current service. View Historical Manuals →
How Service Is Handled The Repair Path Depends on the EquipmentMelters & Heated TanksField Service or Factory ServiceMelters and heated tanks can often be serviced at the customer’s facility by qualified personnel using the applicable WaxMelters replacement package and instructions. When additional help is required, paid remote technical assistance can be coordinated with the customer’s electrician or technician. Field-Service Options →Filling SystemsFactory Repair OnlyInternal filling-system repairs are performed by WaxMelters. Guided troubleshooting is used only to identify the affected module. The dispensing head, heated hose, or Thermopump control-box/pump assembly can then be shipped separately for evaluation and repair. Filling-System Repair Process →
Safety Stop Stop Operation Before Continuing if Any of These Conditions Exist- Repeated breaker or fuse tripping after a reset
- Uncontrolled heating or a temperature condition that cannot be controlled normally
- Smoke, an electrical burning odor, visible wiring damage or damaged connectors
- Process material inside or around electrical controls
- A significant leak, especially near electrical components
- A filling system leak that cannot be corrected by normal external fitting inspection
Do not continue automated troubleshooting when a safety-stop condition exists. The guided form will route the request directly to service. Guided Troubleshooting Tell Us What Equipment You Have and What It Is DoingThe form first performs basic operator-safe checks. If the issue is not resolved, it collects the information WaxMelters needs to recommend a replacement package, field-service path or factory evaluation. Replacement Components Replacement Packages Include the Applicable Installation DocumentationSupported replacement components are supplied as equipment-specific replacement packages rather than treated as generic electrical or heating parts. Power Switch Replacement PackageCompatible switch plus the applicable removal, terminal-reference and installation documentation for the supported equipment. Temperature Controller Replacement PackageCurrent standardized controller solution with the applicable equipment-specific connection and setup documentation. Heater Replacement PackageCompatible heating component plus the applicable mounting, placement and connection documentation for qualified installation personnel. Replacement Components & Technical Assistance. WaxMelters replacement components include the applicable installation or component-reference documentation available for the supported equipment. Customers may perform eligible melter or tank replacement work using appropriately qualified personnel. Additional diagnosis, installation assistance or technician-to-technician support for out-of-warranty equipment is available as a separate technical service. Warranty support is provided in accordance with the applicable equipment warranty. Filling-system internal repairs are factory-service items and are not customer field-repair procedures.
Warranty Think the Equipment May Be Under Warranty?Enter the serial number, original order number and purchase information in the troubleshooting form. WaxMelters will determine applicable warranty coverage before paid service is authorized. Out of Warranty Self-Service Information Remains AvailableGuided troubleshooting and the applicable replacement-package instructions are available without requiring a paid support call. Human diagnostic or installation assistance and factory evaluation are separate service options.
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