Troubleshooting: Learning Mode

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Following the initial installation of the Flo Smart Water Monitor and Shutoff on the main water supply line, the Flo system takes approximately 7-10 days to learn the home’s water habits.

During this time, the dashboard banner on your Moen Smart Water app will indicate that it’s “Learning”, and the system will be locked in Sleep Mode. That means that your system is effectively sleeping…you will not receive alerts from the system and won’t be protected by the automatic shutoff feature during this time. The app will notify you when it comes out of Sleep Mode.

However, In the Moen Smart Water Network App, you can:

Track your water usage

Check your control panel

Turn on and off the water

Take other steps to protect your home

Issue	Troubleshooting
Unable to turn water on/off in the app while in Learning Mode	Hard close the app and reopen the Flo by Moen or Moen Smart Water app: iPhone without physical Home button: Swipe up from the bottom of the screen and swipe up from the bottom and then release at the middle of the screen. iPhone with physical Home button: Double tap the Home button. Android: Tap on the recent apps button or swipe up from the bottom. Find the Flo by Moen or Moen Smart Water App by swiping through the apps. Swipe the app off the screen or tap the X to close. To re-open the app find the Flo by Moen or Moen Smart Water Network App and tap on the icon to open the app. Reinstall the app: Uninstall the Flo by Moen App or Moen Smart Water App and redownload from the Apple App Store or Google Play Store. Restart (power cycle) your Flo Shutoff
App states “Valve Closed/Off”, but water is coming out Full Force while in Learning Mode	Confirm the Flo Shutoff is online and connected to Wi-Fi by checking the online status in the app and confirming the Wi-Fi status light is green on the Flo Shutoff. If the app is showing the device is offline and/or the Wi-Fi status light is red, please refer to [INSERT OFFLINE ARTICLE HERE]. Check the Flo Shutoff to see where the position of the knob is and if the valve status light is red (closed) or green (open). If the valve status light is green: Hard close and reopen the app, reinstall the app which will also confirm you are on the most recent version of the app. If the valve status light is red, blue, or white: restart (power cycle) your Flo Smart Water Monitor & Shutoff. You can also try turning the water off and on using the app. If you are unable to control your Flo Shutoff using the app, you can use the manual shutoff knob on your Flo Smart Water Monitor & Shutoff to turn the water off and on. Have your plumber verify the installation location. There may be a second water line feeding into the home or the Flo Shutoff is not installed on the main water line. If the Flo Shutoff is not installed on the line feeding the specific fixtures, you may need to move the Flo Shutoff.
Flow rate is not showing in the app when water is running	Perform Flush Procedure Turn off your home's main water shut off valve. Open 2 or 3 faucets and wait until there is no more water coming out. Leave them open for the remainder of the procedure. Go back to the main shut off valve and open it gradually, paying attention to the flow rate gauge. Repeat this process several times until the flow rate starts to show. Once successful, you can close your faucets. Confirm your Flo Shutoff is not installed backwards on your water line. The Flo Shutoff should be installed with the arrow pointing in the direction of the water. If the arrow is pointing in the opposite direction, the Flo Shutoff will need to be re-installed with the arrow pointing in the direction of the water flow. If flow rate is seen when some fixtures are open, but not at all when others are open, have your plumber verify the installation location. There may be a second water line feeding into the home or the Flo Shutoff is not installed on the main water line. If the Flo Shutoff is not installed on the line feeding the specific fixtures, you may need to move the Flo Shutoff.

Issue

Troubleshooting

Unable to turn water on/off in the app while in Learning Mode

Hard close the app and reopen the Flo by Moen or Moen Smart Water app:

iPhone without physical Home button: Swipe up from the bottom of the screen and swipe up from the bottom and then release at the middle of the screen.

iPhone with physical Home button: Double tap the Home button.

Android: Tap on the recent apps button or swipe up from the bottom.

Find the Flo by Moen or Moen Smart Water App by swiping through the apps.

Swipe the app off the screen or tap the X to close.

To re-open the app find the Flo by Moen or Moen Smart Water Network App and tap on the icon to open the app.

Reinstall the app: Uninstall the Flo by Moen App or Moen Smart Water App and redownload from the Apple App Store or Google Play Store.

Restart (power cycle) your Flo Shutoff

App states “Valve Closed/Off”, but water is coming out Full Force while in Learning Mode

Confirm the Flo Shutoff is online and connected to Wi-Fi by checking the online status in the app and confirming the Wi-Fi status light is green on the Flo Shutoff. If the app is showing the device is offline and/or the Wi-Fi status light is red, please refer to [INSERT OFFLINE ARTICLE HERE].

Check the Flo Shutoff to see where the position of the knob is and if the valve status light is red (closed) or green (open).

If the valve status light is green: Hard close and reopen the app, reinstall the app which will also confirm you are on the most recent version of the app.

If the valve status light is red, blue, or white: restart (power cycle) your Flo Smart Water Monitor & Shutoff. You can also try turning the water off and on using the app. If you are unable to control your Flo Shutoff using the app, you can use the manual shutoff knob on your Flo Smart Water Monitor & Shutoff to turn the water off and on.

Have your plumber verify the installation location. There may be a second water line feeding into the home or the Flo Shutoff is not installed on the main water line. If the Flo Shutoff is not installed on the line feeding the specific fixtures, you may need to move the Flo Shutoff.

Flow rate is not showing in the app when water is running

Perform Flush Procedure

Turn off your home's main water shut off valve.

Open 2 or 3 faucets and wait until there is no more water coming out.

Leave them open for the remainder of the procedure.

Go back to the main shut off valve and open it gradually, paying attention to the flow rate gauge.

Repeat this process several times until the flow rate starts to show.

Once successful, you can close your faucets.

Confirm your Flo Shutoff is not installed backwards on your water line. The Flo Shutoff should be installed with the arrow pointing in the direction of the water. If the arrow is pointing in the opposite direction, the Flo Shutoff will need to be re-installed with the arrow pointing in the direction of the water flow.

If flow rate is seen when some fixtures are open, but not at all when others are open, have your plumber verify the installation location. There may be a second water line feeding into the home or the Flo Shutoff is not installed on the main water line. If the Flo Shutoff is not installed on the line feeding the specific fixtures, you may need to move the Flo Shutoff.