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Consumer Support

Frequently Asked Questions

Have questions about your Moen products? Often they can be answered by skimming through our FAQs. If you can't find the answer for which you are looking, please contact us for further assistance.

Table of Contents

ioDIGITAL™

Will the digital valves work with existing showerheads, hand showers and body sprays?

Yes, the ioDIGITAL™ system works with all Moen fixtures.

What are the inlet sizes?

¾" for the S3384 and ½" for the S3381 and S4994.

What are the outlet sizes?

½"

Is the valve compatible with PEX, copper and CPVC?

The push-fit connectors supplied with ioDIGITAL™ valves work well with each of these pipes – seals on the outside diameter.

Will the valve fit within a regular 2" x 4" framed wall?

Yes

What is the minimum water pressure needed for a digital valve?

  • 20 psi, which is a code requirement.
  • With the Moen ioDIGITAL™ vertical spa, a pressure of at least 40 psi is recommended for optimal performance and satisfaction.

How many spray outlets can be used in a digital vertical spa?

  • The Moen vertical spa features four spray outlets and a maximum flow rate of approximately 17 gpm at 45 psi flowing. Click here to see the Moen Vertical Spa Installation Guide for configuration examples.
  • Always cap unused outlets.

Do you need a larger hot water tank? What are the drainage requirements?

  • The vertical spa will work with standard hot water tanks and typical drainage.
  • If your shower layout includes two vertical spa ioDIGITAL™ spa valves, an 80 gallon or larger hot water tank is recommended. The vertical spa system works with plumbing and drainage that are common to most households.

How does the controller mount to the wall?

The controller mounts simply with two screws in a standard 2" x 4" wall.

Do I have to plug the valve in, and is an electrician required for installation?

Yes, the valve needs to be plugged into a 110v AC supply on a GFCI circuit. A certified electrician should install the initial GFCI outlet.

How far away will the remote controls work?

The remote controls will work at a distance of up to 30 feet. Please note, however, that intermediary structures (e.g. types of walling, venting) may impact this performance.

How many presets can you have for the shower? Roman Tub? Vertical Spa?

  • Shower and Vertical Spa: four presets
  • Roman Tub: three presets

What is the warranty on the valve? Controller?

  • Residential electrical component systems: five year limited warranty
  • Residential mechanical fixtures and finishes: limited lifetime warranty
  • Commercial electrical component systems: one year limited warranty
  • Commercial mechanical fixtures and finishes: five year limited warranty

Are there any issues with electricity and the chance of being shocked?

No, the valve is actually designed so that the water is isolated from the electronics. In addition, the ioDIGITAL™ system operates under low voltage (5V). All current is properly isolated and sealed (through the controller) and the product is certified to cUPC with applicable standards ASSE 1016 & ASME A112.18.1M/CSA B 125.1 (shower valves), ASSE 1070 & CSA B125.3 (roman tub), and UL1951.
A GFCI outlet will provide additional protection.

The GFCI is an Earth Leakage Breaker that detects faults to ground. The current threshold is very low, typically 15mA, which means it will trip well before any risks could occur. Jetted tubs already require dedicated GFCIs (110V, 15-20A) for pump/motor and heaters.

Is this a pressure balanced valve?

No, it uses a thermistor and digital control system to precisely maintain temperature during changing inlet conditions. Although it is not considered pressure balancing, the user still gets the benefit of temperature control.

How does the ioDigital™ valve work?

The ioDigital™ valve is consists of a valve and one controller. One knob on the controller will operate the temperature, and another knob to adjust the volume. The volume knob also offers Pause feature, which will allow the user to temporarily pause the shower. Both knobs have corresponding LEDs that will light up so the user has a visual reference of the temperature and pressure. The controller also has multiple presets, so favorite temperature and pressure settings can be saved by one user or multiple users. There are three different types of ioDigital™ valves: shower, roman tub, and vertical spa. All three offer an optional remote control that can be used up to 30 feet away. They also provide Thermostatic Control, Temperature Consistency, and Temperature Memory. For more information, please view our product literature in our Literature Centre.

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MotionSense™

MotionSense™ Operation

How does MotionSense™ operation differ from a standard mechanical faucet?

MotionSense gives you three unique ways to operate the faucet. In addition to featuring a familiar mechanical handle, you can activate the faucet in hands-free mode by waving your hand over the faucet at the Wave Sensor or by placing your hands or an object under the spout at the Ready Sensor.

How do I turn the faucet on/off?

There are three unique ways to turn the faucet on and off:

  • Place your hands or an object under the spout, and the Ready Sensor will sense you in the activation zone. The water will turn off when you exit the activation zone.
  • Motion your hand over the Wave Sensor on the top of the faucet. The water will continue to run until you wave again to turn it off. There is also an auto-safety feature shutoff.
  • The familiar mechanical handle works just like any other Moen® faucet.

Is it safe to have electronics under my kitchen sink?

Yes, similar to your disposal and dishwasher lines, electronics are safe for under the sink area.

How do I turn the faucet off with the sensors? With the handle?

The Ready Sensor will turn off when you exit the activation zone. The Wave Sensor will turn off when you wave your hand over the spout. If you move the mechanical handle on the product, then you need to turn the water off by using the handle. The mechanical handle will always override the electronics mode.

How do I change the water temperature?

Simply use the handle like you normally would. Pull the handle out from the faucet; tilt forward for cold water, backward for hot water. For hands-free mode, change the preset mix on the control box under the sink.

How do I adjust the flow?

You can control the flow or amount of water with the mechanical handle. You cannot adjust flow in hands-free mode. Your faucet will come with a maximum flow rate of 1.5 gpm. This maximum is not adjustable.

How do I increase my water pressure?

Water pressure is driven by your home's water supply. If you are experiencing low flow, Moen recommends that you check your screen filters in the spray head and pulldown hose.

Simply unscrew the spray head and rinse the filter screen as shown:

The filter screen within the hose can also be cleaned as shown:

What is the standard temperature? How do I change it?

To change the temperature, simply use the handle like you normally would. Pull the handle out from the faucet; tilt forward for cold water, backward for hot water.

When in the hands-free mode, the water temperature will be factory preset at slightly above mid-mix (lukewarm).

You can change the hands-free water temperature on the control box. To do this, adjust the round dial clockwise for colder temperature and counterclockwise for hotter temperature.

What are the two lenses on the spout? What do they do?

The two lenses allow the electronic sensors to see what is in the zone. The sensors are a durable polycarbonate material.

How does the faucet know to activate in electronics mode?

The faucet is based on Infrared technology that senses objects within the activation zone.

What does the blue light indicate?

The blue light indicates that you are in electronics mode. The blue light will come on for two seconds whenever electronics mode is activated.

The blue light will flash rapidly to indicate battery life is low (applies to battery-powered option only, not AC service kit).

How do I disable the sensors?

Simply hold your hand above the Wave Sensor for five seconds. The water will stop running and your sensors will be disabled. To re-enable the sensors, go through the same process, holding your hand above the Wave Sensor.

How long will the water stay on in electronic/hands-free mode?

The Wave Sensor features a two-minute safety shutoff feature to ensure water will not run continuously if accidently left unattended. This auto shut-off is a safety feature that assures you won't need to worry about the water running when the faucet is not in use.

When using the Ready Sensor, the faucet shuts off when your hands or an object leaves the sensing zone.

Why does my faucet turn on unintentionally?

If you or an object enters the activation zone, it will turn the water on. Sometimes this can happen when you are reaching for an item behind your sink.

Does the faucet have Reflex®? Will Reflex still work?

Yes, the faucet still has Reflex. The hose bracket was designed as part of the system to ensure that Reflex will still work properly, no matter where the control box is placed under the cabinet.

What is the spout range of motion?

The spout can rotate 100 degrees.

How durable are the electronics?

The electronics are very dependable. The circuit board is completely potted* for protection from water and moisture. The electronics box can be easily replaced by removing one screw and disengaging two connectors. All connectors are UL®-listed and ROHS (Restriction of Hazardous Substances Directive)-compliant. * In electronics, potting is a process of filling a complete electronic assembly with a solid or gelatinous compound for resistance to shock and vibration, and for exclusion of moisture and corrosive agents.

What finishes are available?

The faucet is available in Chrome, Spot Resist™ Stainless and Oil Rubbed Bronze.

Can the faucet be mounted with left- or right-handle installation?

Due to the hose and cable management, the handle should be mounted on the right side. In Fall 2012, a forward handle-clocking feature will be added to MotionSense.

MotionSense™ Installation and Power Information

How does the installation differ from a standard mechanical faucet?

There are a few additional steps. You will need to mount the control box and battery pack under the sink. You won't need any additional tools outside of those required for a standard faucet installation. The project will only take slightly longer than a standard kitchen faucet installation. A crescent wrench, a Phillips head screwdriver and Moen mounting sleeve tool (SKU # 118305, included) are needed. There are also four extra hose connections, but they are simple push-fit connections.

How is MotionSense powered? Does it need to be plugged in?

Six AA batteries power the faucet. Under normal operation, they should last approximately one year. To replace them, simply open the battery pack door and remove them -- just like replacing batteries in a TV remote.

There is also an AC service kit option available. A special outlet isn't required -- only a common GFCI (Ground Fault Circuit Interrupter) outlet.

Will the valve fit under my standard sink cabinet?

Yes. The control box that houses the valve is only 6" w X 4" h X 2.5" d.

Is this compatible with the Moen Hose Corral (SKU # 159060)?

Yes, MotionSense is compatible with this system. The Hose Corral will improve pullout and pulldown performance in situations where there are under-the-sink obstructions.

Is soldering required?

No soldering is required. The supply hoses are braided with standard 3/8" compression fitting ends. The hoses that plug into the control box are push-fit connections that don't require any tools.

How long does it take to install this faucet?

We estimate one hour, but the timing will vary based on your level of previous installation experience.

What is the purpose of the hose bracket and how do I install it?

The bracket allows the pulldown hose to operate properly by keep it away from the other hoses and under the sink obstructions. To install it, place the end of the pulldown hose into the bracket, as shown below:

If needed, how do I remove the hoses once I have pushed them into the control box?

Simply push down on the collar that the hose has been pushed into. While pushing down on the collar, pull the hose in the opposite direction.

How do I uninstall the pullout hose quick-connect, if needed?

Press the two white flaps together that are sticking out of the back side of the black housing. While pressing them together, push towards the hose, and the white piece should pop back to its original position.

How do I uninstall the hoses?

Only hoses numbered 1 through 4 can be removed from the control box. The two hoses coming from the base of the control box are permanently attached.

MotionSense™ Care/Maintenance

How do I clean the faucet?

Use mild soap and water, and dry with a soft cloth. Avoid any abrasive cleaner or abrasive sponges.

How do I clean the lenses?

Use mild soap and water, rinse thoroughly and dry with a soft cloth. Avoid any abrasive cleaner or abrasive sponges.

How do I clean the screen filter in the control box?

Turn off the water supply lines and remove the filter cap from the bottom of the control box using a flat-bladed screwdriver. Rinse debris from the screen, then reinstall. Your flow will improve if debris was previously restricting the flow.

How do I know my batteries are dead?

A flashing blue light will appear in the Ready Sensor lens located at near the base of the spout.

What is the warranty?

Limited Lifetime Warranty against leaks, drips, finish defects to the original consumer purchaser.
5-Year warranty against electronic operation defects to the original consumer purchaser.
5-Year warranty against leaks, drips, finish defects if used in commercial installations.
1-Year warranty against electronic operation defects if used in commercial installations.

MotionSense™ Serviceability

How do I know if I need to troubleshoot the electronics?

Should you ever encounter an issue with your MotionSense electronics, the LED indicator on the control box will blink to alert you. The label on the control box demonstrates the three patterns in which the light will stay on or flash:

How do I replace the electronics box?

The electronics box can be removed in two steps. First, unscrew the screw on the bottom of the box. The box can now be separated from the control box. There are two connectors inside the electronics box that need to be disconnected. Pull the two connectors towards the screw. Once these are disconnected, the electronics box can be shipped back for a replacement.

The grey shaded area represents the electronics box:

How do I replace the control box?

Turn off the water supply at a shutoff point. Disconnect the four hoses by pressing down on the collar around the end of each hose. While pressing down on the collar, pull up on the hose, and it will come out. This should be done on the three hoses entering the top of the control box and the middle hose on the bottom of the box. The two supply hoses on the bottom do not detach from the control box. These hoses need to be detached from their connection at the hot and cold water supplies. Unplug the data and power cables. Unscrew the three mounting screws, and the box should come off the wall. It can now be sent back for a replacement.

How do I replace the spout tube?

Under the sink, remove the data cable from the control box. It is the wire to the right of the power cable. Above the sink, remove the plug button on the back of the spout. Now, push a small diameter screwdriver through the hole where the plug button was. While pressing, pull up on the spout. It should detach from the base. Be careful with the data cable. It needs to pass through a slot in the faucet base and may get caught if care is not taken. Once this is done, the spout assembly can be shipped back for a replacement.

How to replace the hose bracket?

First, remove the hose from bracket. Then, disconnect that hose at the quick connect by squeezing the white tabs together and pushing them in. Pull the hose out of the quick connect. Next, unthread the plastic hose protector at the end of the mounting shank. This piece will slide down the hose and come off. The hose bracket will slide down the hose as well.

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