Hansgrohe Raindance hand showers

FAQ: Your questions – our answers

Online lexicon of frequently asked questions

Technology has its downsides. Operating instructions have their limits. Although Hansgrohe takes great care that everything is worded in a manner that is easy to understand and functions without problems, queries still sometimes crop up. Are you having problems installing a mixer or removing limescale on a shower? So that you can find help as quickly as possible, we have merged frequently asked questions with our tips. Simply select the category that you need and the topic that you want to find out more about.

Do you have any further questions? If so, feel free to contact us any time via our technical service.

Waste systems

Yes. The siphon can be used with a longer immersion pipe (200 mm) and pipe cover (part no. 96553XXX).
The additional pipe cover is pushed over the existing one and clipped into the nut.

Water Systems and Pressure

How can I identify my water system?

The type of shower you choose and its performance will be influenced by your water system. For example, if you have a gravity fed system and want to install a Hangrohe shower, you might also need to consider fitting a pump to boost flow and pressure or choose one of our products that operate at 0.1bar. However, if you have a mains fed water system, you will not be able to add a pump to increase pressure.

There's a product to suit everyone, but taking time to identify your water system now can save a lot of time in the future. Click here to identify your water system.

Do I need a pump to use Hansgrohe products?

Not necessarily. Hansgrohe have product for pressures ranging from 0.1 bar (1m head).

Will Hansgrohe products work on mains pressure?

Yes

Will Hansgrohe products work with combination boilers (sometimes called "Combi's")?

Yes, subject to boiler modulation, mains pressure and KW/Btu output.

Can a pump be fitted to mains fed water systems to increase poor pressure?

No!

What size hot water cylinder should I use?

This should be sized to accommodate the household showering requirements. Typically a 450 x 1050 cylinder will give 2-3 showers. The bigger the household or the frequency of showering the bigger the cylinder size.

What is negative head?

This refers to situations where the outlet is higher than the bottom of the cold-water storage tank or where there is insufficient “head” of water to activate a pump. A negative head pump will work in all situations and is sometimes called “Universal”.

What is positive head?

This generally refers to an outlet that is sufficiently below the bottom of the cold-water storage tank to activate a pump (normally 1 metre). It is sometimes called “Standard”.

How can I check if there is air in a pumped system?

Turn the shower to full hot and get a glass of water and put the vent pipe in to a glass. Then turn the shower on and if water is sucked out of the glass there is air in the system.

What pressure do I need?

Ideal pressure for a majority of Hansgrohe product is from 2 – 3 bar. However we have a range of product available from 0.1 bar.

Shower systems

Why can the Lift shower panel not be raised or only be raised with difficulty?

Please test for the following:
- The cable ties on the connection hoses have not be removed
- The roller guide is bent or the glide rollers have not be adjusted
- There are faulty connections

Base units

Is the iBox fitted with non return valves?

No. NRVs are fitted into the finish set control body of thermostatic mixers only.

What is the white plug for on the iBox?

This is to prevent dirt being flushed out through the bath spout and blocking the aerator.

Which way around does the iBox fit?

Universal – However hot and cold inlets must be opposite ideally hot – left, cold – right.

Can the iBox also be installed horizontally into the edge of the tiles?

Yes, the iBox can also be installed horizontally into the edge of the tiles.

How can the iBox universal be shut off during the first-fix phase when connected with the Exafill?

A small red plug is inserted at the front of the flushing block to close the outlet to the Exafill. Insert the plug into the Exafill outlet in the base unit. For more information, please refer to the iBox universal installation manual.

What should be done if water is leaking at the diverter on my concealed mixer?

Clean the pull rod and the O-ring of the diverter and grease it with silicone grease.
The silicone grease promotes the sliding behaviour of the O-ring and also gives extra sealing.

How are the pipelines flushed on the iBox universal?

Flush the entire installation according to DIN 1988 / EN1717. The arrows on the flushing block show which inlet is connected with which outlet pipe, e.g. cold water with outlet 1 (bottom) and hot water with outlet 2 (top). If only one outlet is required, turn the flushing block by 90° after the first flush.

How is the iBox universal connected (cold/hot water)?

Position the iBox with the outlets horizontal and vertical. Make sure that the sticker with the min/max labelling is upright. It is important that cold water is connected on the right and hot water is connected on the left.

Thermostats and valves

How can the installed non-return valves be dismantled on thermostat No. 13550180?

Briefly allow the water to flow. The non-return valves then slip out.
If the mixer is not installed directly near the shut-off device, two people may be required for this job.

The 2-hole thermostat buzzes and does not maintain the temperature. Why is that?

The non-return valve under the control unit is not installed.
Please install the non-return valve.

Can both outlets be used together on a thermostat with a stop valve and diverter valve, e.g. No.15720000?

No, the outlets can only be selected individually on a thermostat with stop and diverter valves (e.g. No.15720000).

If you wish to use two water outlets simultaneously, a central thermostat as well as a stop and diverter valve trio must be used, for example. Please refer to the iBox universal installation box for other installation options and examples.

Accessories

How can you uninstall the fittings from the Axor collections Axor Terrano, Axor Carlton, Axor Citterio, Axor Citterio M, Axor Montreux, Axor Uno² or Axor Uno?

The fittings from the Axor lines Axor Terrano, Axor Carlton, Axor Citterio, Axor Citterio M, Axor Montreux, Axor Uno or Axor Uno² can be uninstalled by pushing a pin through the hole using a thin object, e.g. an allen key (2 width A/F), while simultaneously pulling the holding part forwards.

What should I do if my lotion dispenser no longer dispenses lotion?

If you have not used the dispenser for a while, the lotion may have dried out and gone hard in the pump. Clean the lotion dispenser pump by soaking in hot water and rinse out afterwards. 

Mixers

The connections of the exposed installation mixer are leaky. What could be causing this?

Before installing the mixer take care to ensure, in order to compensate for differences in dimension, the S connections have been fitted free of tension and that the specified installation dimensions have been complied with. It is absolutely essential that you use the original seals, damaged seals must be replaced where necessary.

Electronic mixer: How can I activate the mixer cleaning mode without triggering the sensor so that the wash basin can be cleaned, for example?
Activation of the cleaning mode is described in the installation manual, which is enclosed with the product or can be downloaded from the electronic spare parts catalogue.
The pivot shaft of the kitchen mixer is leaking. What could be the cause of this?

The mixer's pivot shaft seals are soiled or damaged. The necessary assembly steps for replacing the seals can be found in the appropriate installation manual for the spare part. Make sure that the seals are not too heavily greased.

I can only get a low water flow on the kitchen mixer with pull-out shower/pull-out spout. What can I do?

Between the pull-out hose and the pull-out shower there is a small filter screen, pushed into the pull-out hose connection fitting. Remove this using a sharp object, clean it and put it back in.

Kitchen mixer: The two jet types converge on the pull-out shower. How can I solve this problem?

Replace the pull-out shower. This cannot be repaired by customers.
You will find the correct spare parts number for the pull-out shower in the enclosed installation manual.

Kitchen mixer: Time and again there is slight leakage of water or blistering around the handle lever of the AX Starck kitchen mixer 10820XX0. How can I remedy this?
It's quite likely that this is merely water which collects around the handle lever when the mixer is operated with wet hands. This expands and appears as blistering, particularly when drawing hot water. Remove the excess water from the gap, ideally using a cotton cloth.
The swivel spout on the kitchen mixer leaks. What can I do?

If water leaks in the lower region once the mixer is opened, the seals must be replaced in order to properly seal the swivel spout. You must follow the instructions in the particular installation manual for your model when replacing the seals. You can also call these up in the spare parts catalogue.

How do you move the Variarc sink unit mixer with pull-out shower when you need to open the window?

Hold the mixer’s base unit (NB: not the spout!), pull it upwards, and lay the mixer down sideways on the worktop (on a cloth or similar). 

How does the HG PuraVida 15805XX0 electronic kitchen mixer work?

This video demonstrates how the mixer works.

Mixer ball technology: When servicing the mixer ball system, does the control ball need to be changed as well?
It is not necessary to change the stainless steel control ball. Any deposits can be removed from the ball easily, e.g. using a plastic cleaning fleece.
The mixer for an open water heater drips during the heating process. What can I do?

Dripping water escapes via the spout so as to ensure that no excess pressure develops in the open water heater during the heating process. This is physically necessary. It is not a product fault that justifies the replacement of the mixer or a warranty or guarantee claim.

My mixer or shower is dripping, what can I do?

When a mixer or shower is switched off, it is physically necessary for it to drip briefly. This is not a product fault that justifies the replacement of the mixer or a warranty or guarantee claim.

The diverter on the bathroom mixer does not go back into its original position automatically. What can I do?

The O-ring or the push rod of the diverter are either dirty or degreased. Both must be cleaned if necessary, and lubricated with silicone grease.

Only a small amount of water is flowing through the basin mixer. What can I do?

A dirty aerator can cause low flow performance. This video describes in detail how to clean the aerator

Can I manipulate the angle of a Hansgrohe basin mixer's water jet?

Hansgrohe offers the option of a swivelling standard aerator (item no.: 95400000) with M24x1 outer thread. With this, the water jet can be adjusted by approx. 8° all around. This video demonstrates how to replace the existing aerator with this one and how it works.

What should I initially investigate if I am experiencing a poor flow rate on my mixer tap?

Check isolation valves are fully open
Check to see if the aerator is blocked
Check to see if there is debris in the pipe work
Check water and flow pressures
Check hot water temperature (max 65 degrees)
Check mixer is converted to low pressure or not

For pull out sprays check the following:
Check filter in spray head
Check non return valve in spray head
Check aerator

What are the size of your basin mixer tails?

10mm compression fit or 3/8” female thread.

How can I service a mixer with mixer ball technology?

The different ways of dismantling the individual mixers is included in the corresponding installation instructions for the spare part.

Please note that the replacement grommets are installed WITHOUT springs.

How do I dismantle the M3 or M2 cartridge?

Dismantle the handle plug to remove the M3 or M2 cartridge. Release the handle using a 4mm allen key. Unscrew the flange, by hand, and remove the cartridge nut using an adjustable spanner. Now you can remove the cartridge.
Installation is carried out in reverse order.

A detailed installation manual is included with the spare part. This not only includes the description but also illustrations.

Can the hot water temperature be restricted on Hansgrohe mixers?

The maximum hot water temperature can be limited on Hansgrohe mixers with ceramic cartridge M1/M2/M3 (not on joystick cartridges) and on all thermostats. You will find the precise procedure in the relevant installation manual.

Can the connection hoses be replaced on Hansgrohe and Axor mixers?

The hoses can be replaced on all standard mixers (basin mixer, bidet mixer and kitchen mixers). Please refer to the installation manual enclosed with the spare part for how to dismantle the mixer hoses.

Why does the shower hose not slide well in the Secuflex?

In most cases, lack of movement in the Secuflex hose is due to dirt. We recommend completely dismantling the Secuflex from above and cleaning the inner hose and protective hose. Rub the inner hose with a silicone cloth and pull the cloth several times through the protective hose. Another option to ensure functional ease of movement is to spray the shower hose with silicone spray No. 97864000. The silicone film minimises friction and prevents deposits.

Is there somewhere I can test the products without obligation?

In the Hansgrohe Aquademie, we show you a cross-section of our current products and collections from the Hansgrohe and Axor brands. Visits to the Aquadamie are available by appointment only. Click here for more information.

In the Showerworld, in Schiltach you can test out the Hansgrohe shower experience for yourself and have lots of fun doing so. Find out here where else in your area you can test and experience Hansgrohe products.

Where can I get brochures?

You can download brochures on Hansgrohe products directly via our homepage or request them using the brochure request form.

 

 

What do Hansgrohe products cost?

You can directly obtain Hansgrohe products from your local dealer, who will also provide you with information on prices.

How long can I buy spare parts for, after an item has been discontinued?

We guarantee the availability of spare parts for ten years after the product in question has been discontinued.

Showers, shower supports and shower sets

How do I install a wall bar in a corner?

 This video demonstrates the assembly steps for a corner mounting set.

Tile compensation: What is the purpose of the longish plastic disk that is included in the shower sets?
Not all bathrooms are fully tiled. As a result, in some cases it is necessary to offset the tile thickness. For bathrooms that are not fully tiled, the tile thickness can be offset with the tile compensation disk. The disk can be stacked if necessary.
Recently, only a small amount of water has been coming out of the hand shower. What can I do?

A dirty sealing screen can cause low flow performance. This video describes how to clean the sealing screen. The shower itself may also be calcified. This video demonstrates the correct procedure for descaling the shower.

Where should I install the holder for the hand shower for the bath tub?

The hand shower should be installed so that it can be reached without any problem. You should be able to wash your hands while sitting, without having to hold the hand shower.

The overhead shower’s flood jet is coming out of the shower unevenly. There is no longer an attractive spray pattern. What can I do?

Clean the opening for the flood jet, ideally using a plastic spatula. Turn on the water and pull the spatula right through the opening for the flood jet.
Any particles that are dislodged will be immediately washed away.

My mixer or shower is dripping, what can I do?

When a mixer or shower is switched off, it is physically necessary for it to drip briefly. This is not a product fault that justifies the replacement of the mixer or a warranty or guarantee claim.

Can the riser pipe for Hansgrohe showerpipes be shortened?

Depending on the model, riser pipes can be adapted on request to suit the room layout and shortened if necessary. In principle, round riser pipes can be shortened. Rectangular riser pipes come in various lengths. Please refer to the installation manual supplied for more information.

Why should a sealing screen be installed between a shower hose and a hand shower?

Sealing screens, which are included with each hand shower, must not be replaced by normal seals. Otherwise dirt, which is filtered out in the filter screen, gets washed into the mechanics of the shower. This leads to the QuickClean cleaning function breaking down or the sprays becoming clogged. This video on YouTube demonstrates how to clean the sealing screen.

 

Can the replacement Unica`D slide be installed even if you have an older wall bar?
Generally speaking, the replacement slide can be used with all Unica`D wall bars.
What should I investigate if I am experiencing temperature fluctuations in my unpumped shower system?

Check hot water temperature (max 65 degrees)
Check hot and cold supplies are installed correctly (hot left, cold right)
Check system has equal pressures & flow rate
Check system for air ingress
Check filters for debris
Check thermostatic cartridge for debris

What should I investigate if the flow rate is poor on my unpumped shower system?

Check to see if filters are blocked
Check to see if there is debris in the pipe work
Check water and flow pressures
Check hot water temperature (max 65 degrees)
Check isolation valves are fully open
Check thermostatic cartridge for debris
Check non return valves are opening and closing correctly

What should I investigate if the flow rate is poor on my pumped shower system?

Check power supply to pump
Check isolation valves are fully open
Check filters in the pump
Check hot water temperature (max 65 degrees)
Check supply from hot water cylinder falls to pump to prevents air ingress
Check supply from cold water storage tank fall to pump to prevent air ingress
Pipe work to pump should be 22mm
Cold water storage tank supply to hot water cylinder should be min of 28mm
Check non return valves are opening and closing correctly

What are the flow rates of Hansgrohe and Axor showers?

See the technical data for individual products.

I would like to install a shower pipe, but the bathroom is not fully tiled. Is there a solution for this?

You can get a tile compensation disk for shower pipes, and this gives 7 mm adjustment. You can get the appropriate item number from the relevant installation manual.

Where should I install the holder for the hand shower for the bath tub?

The hand shower should be installed so that it can be reached without any problem. You should be able to wash your hair while sitting, without having to hold the hand shower.

A height adjustable handset bracket is required for the Axor shower pipe. Is that possible?

Yes, the diameter of the riser pipe is 22 mm.
This means the Unica`S handset bracket part no. 97651000 or the Unica`S handset bracket No. 28672000 will fit.
Handset bracket no. 96505xxx can be used for special finishes.

Shower systems

I would like to install a showerpipe, but the bathroom is not fully tiled. Is there a solution for this?

You can get a tile compensation disk for showerpipes, which gives 7 mm adjustment. You can find the appropriate article number in the relevant installation manual.

Guarantee

Does the manufacturer's guarantee for the product become null and void if service parts are replaced?
One of the prerequisites for the retention of our Conditions of Guarantee is professional installation of the product. When replacing spare parts, this professional handling is described in the service instructions. You will find further information about this in our Conditions of Guarantee.
How long is the guarantee period for Hansgrohe products?

In principle, the buyer of a product has a guarantee claim against the seller for a certain duration. Since Hansgrohe distributes its products to its customers exclusively via the 3-stage distribution channel, i.e. via wholesale trade and specialist dealership, this means the customer has a guarantee claim primarily against the specialist dealership, i.e. against the seller, but not against the manufacturer. In case of any guarantee claims, please contact the outlet where you purchased your product initially.

Who should I contact if I have a complaint?

Hansgrohe distributes its products to its customers exclusively via wholesale trade and specialist dealership (the so-called three-stage distribution channel). Therefore, this means the customer has a warranty claim primarily against the specialist dealership / seller, but not against the manufacturer. In case of any complaints, please contact the outlet where you purchased your product in the first instance.

Does Hansgrohe offer a guarantee voluntarily in addition to the legal guarantee?

Top quality is a fundamental component of Hansgrohe's company philosophy. We therefore offer consumers a voluntary manufacturer's guarantee of five years on our products. You can find the prerequisites and details of this guarantee in the Conditions of Guarantee

Cleaning and care

How do I clean and remove limescale from my Hansgrohe products correctly?

We have compiled concise instructions on maintaining the sheen and function of Hansgrohe products over the long term: to the cleaning recommendations.


 As a general rule:

  • Do not use any cleaning agents containing hydrochloric acid, formic acid, chlorine bleach or acetic acid, as these can cause significant damage
  • Do not use any abrasive cleaning tools or devices such as unsuitable scouring agents or sponge scourers
  • Clean using the prescribed cleaning agent dosage and with a maximum exposure time of 10 min.
  • When spray cleaning, never spray the cleaning solution onto the Hansgrohe products; instead, spray onto the cleaning cloth
  • After cleaning, rinse sufficiently with clean water
Can you put a complete overhead shower in the dishwasher?
The plastic parts of the shower are not designed for the high temperatures in the dishwasher's drying program. Only the metal spray face is suitable for this. The precise procedure is illustrated in the enclosed installation manual.

Miscellaneous

Where can I find the spare parts catalogue, dimensional drawings and installation manuals for the products?

Information about spare parts and technical publications such as dimensional drawings, installation manuals or service instructions can be found at Hansgrohe PRO – the website for our professional target group.
This website also offers a comprehensive product catalogue, bathroom planning information, tips and tricks for consulting services, planning and installation and much more. 

To Hansgrohe PRO – the website for professionals
To the online spare parts catalogue

Where can I find information on suppliers and service providers?

All services and downloads for suppliers and service providers can be found in the supplier area of our corporate websitewww.hansgrohe.com/lieferanten. Among other aspects, you will find information about our purchasing organisation and quality management, downloads such as the guide for first sampling, our factory standards or framework conditions.
To the supplier area

Thermostats and valves

The handle of the shut-off/diverter valve on the thermostat is stiff. How can I solve this problem?

Stiff movement could be due to a number of causes. For example, deposits on the sealing surfaces can cause stiff movement. Please replace the component in accordance with the enclosed installation manual. You can find more information in our electronic spare parts catalogue.

The button for the thermostat handle safety lock is jammed. How can I remedy this?
It's likely that the button is merely calcified or the spring is defective. Clean the spring and button and grease them lightly. If necessary, the components must be replaced. You will find the spare parts numbers in the installation manual or in the online spare parts catalogue.
Following installation of the ShowerSelect or ShowerTablet, the button cannot be actuated or is not working.

When installing the mixer, the green retaining bracket was not removed from the valve. Dismantle the visible components and remove the bracket.

The seal between button and wall flange may not have been greased. Lightly grease the seal using silicone grease.
ShowerSelect: Can I adjust the flow rate on these products?
The flow rate cannot be adjusted on ShowerSelect thermostats. From experience, 80% of users do not require any water volume control. Volume control is required for hand showers in particular. On the new Raindance Select hand showers, your customers can choose between a soft or hard jet. A large number of significantly water-saving EcoSmart hand showers are available. When it comes to overhead showers, the key focus is generally on guaranteeing a pleasurable shower experience. The overhead showers are tailored to their capacity and your customers can choose from a comprehensive range. Our existing thermostats, featuring standard technology, still offer your customers volume control.
The replacement handle for my concealed thermostat mixer is missing the mounting screw. How can I install the handle properly?

Since 2012, thermostat handles have been snap-on. The mounting screw is no longer necessary. Snap-on handles are simply clipped on and can be removed with a powerful tug whenever required.

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