Customer Care Center 1-800-732-2677
www.petsafe.net
11
10
Troubleshooting
The answers to these questions should help you solve most problems you may have with the
pet fountain. If they do not, please contact our Customer Care Center at
1-800-732-2677.
TROUBLESHOOTING
PROBLEM
SOLUTION
Pump is not working or
water flow is low
• The pump needs to be taken apart and cleaned every two
weeks. A video detailing how to properly clean the pump
is available on our website www.petsafe.net
Fountain is loud, gurgling
• Check water level. If fountain water level gets too low
the pump will have to work harder causing it to be louder
than normal.
• Take apart and clean Pump. See “Pump Maintenance”
section for detailed instructions.
Fountain seems dirty even
after cleaning
• If you have hard water, small white mineral deposits may
form on or inside the pump. Clean with white vinegar
and allow to soak in diluted vinegar for approximately 20
minutes.
There are black particles in
the bowl
• This is loose charcoal 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.
• The slimy feeling may be caused by your pet’s saliva.
Change the water and clean your fountain more
frequently to prevent this.
The adaptor is warm to the
touch.
• Unplug the fountain and plug it into a surge protector.
Rubber grommet is missing
from packaging.
• The rubber grommet comes already installed on the
tower.
Replacement Parts and Accessories
Replacement parts or accessories for your fountain can be purchased by visiting
www.petsafe.net or by contacting our Customer Care Center at 1-800-732-2677.
Filter subscriptions now available! Get fountain filters
automatically and conveniently delivered right to your door
when you need them. Free shipping and 5% discount included.
Visit www.petsafe.net to sign up or call our Customer Care
Center at 1-866-738-4379.
Part Description
Replacement Part Number
Drinkwell® Avalon & Pagoda Charcoal Filters- 4-Pack
PAC00-13906
Drinkwell® 360 & Ceramic Foam Replacement Pre-
Filters- 2-Pack
PAC00-13711
Drinkwell® Replacement Pump
PAC00-13206
Drinkwell® Fountain Cleaning Kit
CKPH
Drinkwell® Avalon/Pagoda Filter Housing
PAC00-13908
7. Attach the filter housing to the pump by inserting the raised
round notch inside the circular opening on top of the pump
(
Fig. 22). The opening on top of the filter housing should be
right next to the sealed raised post.
8. Reinsert the rubber grommet into the hole at the top of the
tower. Gently work the rubber grommet into the hole so that
the top edge rests flat inside the dish (
Fig. 23).
9. Align the tower with the rectangular indentation inside the
bowl and carefully lower it until it rests flat (
Fig. 24). The
rubber grommet will create a seal between the filter housing
and the tower.
10. Place the fountain in desired location. Do not pick up a
full fountain by the tower piece. To properly pick up the
fountain, use both hands and grip the sidewalls of the bowl
and lift.
Note:
To protect your floor always use a protective mat,
such as a towel or water-resistant placemat. This will help
protect your floor from splashing or spills caused by your pet.
11. Fill the fountain by pouring water directly into the bowl.
Leave at least a 1/2 inch of space between the water level
and the rim of the bowl to help control spills and splashing.
The Fountain and Your
Environment
If you live in a humid environment and have problems with mold
or algae, soak all fountain parts in a diluted vinegar solution
(20% White Vinegar and 80% Water) for 10 minutes after regular
cleaning. Also, pour the diluted vinegar solution into the pump’s motor cavity.
If you have hard water, small white mineral deposits may form on or inside the pump. This
can eventually prevent the Impeller from turning properly. To avoid replacement or damage to
the pump, please take the following precautions:
• Clean the pump more frequently.
• Clean the pump with a diluted vinegar solution weekly.
• Use bottled water instead of tap water.
General Tips
• When being introduced to the fountain, your pet may be cautious of this new and unusual
object. After beginning operation of your fountain, simply allow your pet to adjust at his or
her own pace. Some pets may take several days or longer to begin use, while others will
start right away.
• Your pet may prefer that the fountain be placed away from their normal feeding area. Try
placing it in another location, such as a different area of the kitchen or in a bathroom or
utility room.
• Add ice cubes to the bowl for refreshing, ice-cold running water.
Fig. 22
Fig. 23
Fig. 24
Foam Filter Charcoal Filter
