Best way to address potential troubleshooting issues is to ask the customer for a short video demonstrating the issue at hand and how the customer setup their fountain. If video is not an option, a few photos of their general setup should suffice.
Things to look for:
1. Proper pump placement - pumps need to be in the water reservoir (reference assembly manual for where pump should be placed)
2. Adequate water supply - pumps need to be fully submerged in water for them to function. If we're unable to determine adequate water level, ask the customer how much water they added to their fountain and reference Salsify for water capacity. If water capacity is not available, please contact the Peaktop team
3. Check to make sure water supply hose is connected to the pump (yes there have been customers who do not connect the hose to the pump)
4. If it's a solar pump check for the following:
-How long was the solar panel allowed to charge for before using the fountain for the first time
-Check to make sure the power switch was not accidentally switched to the off position
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