Customer Service FAQs

The unit will not turn on.
  • Verify that the unit is plugged in.
  • Ensure that the rear toggle switch is in the ON position.
  • Check power to control board by checking if lights on control board are lit.

The unit is not brewing.
  • Make sure “Ready to Brew” light is on, or the display reads “Ready to Brew”.
  • Ensure water in the tank is touching the water level probe. The inlet valve energizes when water level drops below the probe.
  • Check for 120V at the dump valve while pressing the brew button.

How do I wire for dual voltage?
  • G3 Equipment:
— For 120V operation, connect neutral jumper wire from N to C on power block. Power connection: L1, N & G
— For 220V operation, neutral jumper wire needs to be disconnected from “C” on power block and capped. Power connection: L1, L2, N & G

  • Decanter Brewer Equipment (Alpha D & DS):
— For 120V operation, cap brown wire and connect black wire to position “C” on power block. Power connection: L1, N & G
— For 220V operation, cap black wire and connect brown wire to position “C” on power block. Power connection: L1, L2, N & G

  • Air Pot Brewer (D500AP):
— For 120V operation, cap red wire and connect brown wire to position “C” on power block. Power connection: L1, N & G
— For 220V operation, cap brown wire and connect red wire to position “C” on power block. Power connection: L1, L2, N & G

The tank is boiling on a dual voltage unit.
  • If using 220V power, white wire should be capped. If white wire is uncapped and connected to C on the power block, it will cause the unit to boil when connected to 220V power. Refer to power hookup label inside unit for detailed instructions.

My G3 brewer is indicating a “Water Level Error”, what should I check?
  • Verify that the water supply to the brewer is on.
  • Ensure that there is a flow rate of 1 GPM
  • Check that the inlet valve is operating correctly.
  • Reset the rear toggle switch - the board should display “Filling”, “Heating” “Ready to Brew”.

I get coffee grounds in my coffee.
  • Check amount of coffee being used.
  • Check grind profile of coffee.
  • Ensure correct brew cone and paper filter size are used (one filter per brew cycle).
  • Ensure sprayhead is in place.
  • Make sure by-pass is activated for large brewers.

The brew time displayed is different than in the program mode.
  • Pulse brew, drip out or bypass settings are active and will affect display time.

The warmer does not work.

  • Verify the correct model is selected.
  • Check power to the elements. Refer to Troubleshooting Guide.
  • Check wiring connection.
  • Check warmer resistance. 120VAC/less than 150ohm. 220VAC/less than 300ohm.
What is FreshTrac
Curtis FreshTrac is a revolutionary management system that provides operators with a fool proof visual freshness monitor on coffee decanters.  The system is independent from the brewer requiring no wired connection.
At the touch of the brew button, the FreshTrac monitor begins counting to its operator set freshness time.  When the coffee has exceeded its freshness time, the monitor begins to blink red, indicating a new brew should be made.


Can you change the freshness time?
Yes.  Freshness time can be adjusted via the Alpha control board.


Is the FreshTrac visual monitor dishwasher safe?
Yes. The processor inside the visual monitor is completely encapsulated, protecting it from steam, water and impact.


Is the FreshTrac visual monitor repairable?
The monitor itself is not designed to be repaired, but replaced when the battery is exhausted. The monitor can be removed and installed onto a new glass bowl should anything happen to the current bowl.


What is the battery life on the FreshTrac Visual Monitor?
The battery life is rated to last two years under normal operating conditions.


Does the Alpha with FreshTrac brew to Golden Cup Standard?
Yes, like the rest of the Curtis Gold Cup Series of coffee brewers, the FreshTrac System is capable of brewing to the SCAA’s Golden Cup Standard.
The power is on but the unit is not dispensing product.
  • Ensure that there is powder in the canister and is not packed too tightly.
  • Ensure that gear motor is working properly.
  • Check programming for product ratio.


The unit has no power and the door lights are not lit.
  • Verify that the unit is plugged in.
  • Ensure that the rear toggle switch is in the ON position.


The PCGT gear motor turns but it won’t dispense.
  • Ensure that the powder canister is not empty.
  • Verify that shaft keeps turning.


The propeller is too hard to install when the temperature is cold.
  • Place the propeller in hot water for 1 or 2 minutes. This will make it easier to install.


The whipper motor is making a loud noise.
  • Verify that the propeller is mounted on the motor shaft properly. Refer to Service Manual.
  • Ensure that the whipper parts are assembled properly.


The lights are not working on the unit.
  • PCD Unit: Ensure that there is power to the starter lamp and ballast.
  • PCGT (G3 units): Ensure that there is power to the display lamp assembly.


What is the initial heating time once the unit is installed?
  • Depending on the ambient temperature, it can take 45 minutes to 1 hour and 15 minutes to heat up.


The canister elbow is difficult to remove for cleaning.
  • Slots have been added to the canister elbows to allow for easy removal when cleaning.


The pinion gear on the gear motor starts and stops.
  • The control board pulses power to the gear motor to regulate the percentage of powder dispensed.
  • This allows you to change the strength of the drink by programming the percentage from the control board.


What is the purpose of the extraction fan mounted on the floor of the unit?
  • The purpose for the extraction fan is to evacuate moisture and prevent buildup of powder around the canister/hopper elbow.

The warmer does not work 

  • Verify the correct model is selected. 
  • Check power to the elements. Refer to Troubleshooting Guide. 
  • Check wiring connection. 
  • Check warmer resistance. 120VAC/less than 150ohm. 220VAC/less than 300ohm.
 


When is is appropriate to select a "Global Recipe", and what is the result? 
  • When a global recipe is used, all of the settings, (pre infusion, bypass, pulse brewing, etc.) are built into the recipe, eliminating the need of setting these manually. The global recipes simplify profile settings for gourmet results every time.

What is IntelliFresh?
The Curtis IntelliFreshTM System is patented technology that allows the brewer to communicate with the satellite servers in order to monitor holding time and temperature, resulting in the freshest possible cup of coffee. It offers three main design benefits:

Auto Adjusting Satellite Temperature Control – Coffee freshness is a component of time and temperature. Inside each IntelliFreshTM Satellite Server is a sensor that automatically monitors the temperature of the coffee. By following a proprietary algorithm, the server automatically maintains the coffee temperature for optimal taste and freshness. Low-wattage warmers cycle on and off to gently maintain temperature between preset parameters. This constant monitoring of temperature prevents coffee from “cooking”, preserving its freshness and taste.

Quality/Freshness Timer – After the brewing cycle has been completed, a timer begins to countdown. Settings range from 20 minutes to 4 hours (Default is 2 hours). During the countdown time the LED will stay illuminated; after the time has expired the LED will flash.

Auto-Off Warmers – Warmers and the LED satellite light will automatically shut off after a predetermined time setting has expired. Settings range from 1 to 12 hours. (Default is 12 hours)

How does the IntelliFresh Brewer communicate with the IntelliFresh Satellite Servers?
Each IntelliFresh Satellite Server has a state of the art processor located inside the server that plugs into the brewer. Communication is automatically established every time the server is placed on the IntelliFresh Brewer. When the server is docked and a new brewing cycle is started, any new settings from the brewer are automatically updated into the satellite server’s processor.

Are IntelliFresh Satellites water resistant?
Yes. The processor inside the satellite server is completely encapsulated, protecting it from steam, water, heat and impact. Other manufacturers choose “open board” technology, meaning they have no barrier to protect the electronic components inside their servers from damage. In addition, IntelliFreshTM Satellites have been designed so that the internal structure and material composition allow water to drain, preventing damage associated with moisture. Insulation material acts like a sponge when it gets wet, absorbing and retaining water. We chose not to insulate our servers for this very reason. Other manufacturers insulate their servers, increasing the likelihood of water damage.

Why IntelliFresh Satellites not insulated?
We know through testing and research that insulation will encourage moisture retention inside the satellite body during the brewing or cleaning cycles. While brewing, serving or cleaning, coffee or water can easily seep into the interior of the unit and absorb into the insulation material. As we designed our IntelliFreshTM Satellites, we chose not to insulate in order to prevent moisture and liquid from damaging the insulation and unit.

How easy is it to set/change the IntelliFresh Satellite holding temperature?
Temperature changes are easily set on the brewer’s control board with independent Left Warmer and Right Warmer settings. Pre-programmed temperatures for Low (182°F), Medium (185°F) and High (188°F) are pre-set at the factory, but can be changed to fit the customer’s preference. The IntelliFresh Satellite server does not require disassembly to change temperature settings, making it convenient and hassle free.

Does the IntelliFresh Satellite retain its settings when used on a remote serving stand?
Yes. Time and temperature settings are stored in the processor of the IntelliFresh Satellite. The programmed settings travel with the server.

Does the IntelliFresh System offer “Back to Back” brewing”?
“Back to Back” brewing is a term commonly used for brewing one batch of coffee immediately after another. Also known as recovery rate, the ability of any brewer to offer “Back to Back” brewing is dependant on many factors that include electrical configuration, brew volume and cold brew lock out settings.

With our electrical configuration, the IntelliFresh System is capable of providing the highest “Back to Back” brewing capability in the industry.

What Self-Diagnosis features does IntelliFresh offer?
In the unlikely event that an IntelliFresh Satellite stops functioning, built-in self-diagnostic features helps identify the root problem. This will help the service provider in making a faster assessment of the problem, resulting in shorter downtime and lower service costs. The diagnostic features on the IntelliFresh Satellite indicate both heater and/or sensor failure, the two most common failures found in warmers.

Are IntelliFresh Satellites field repairable?
We understand that high quality coffee equipment is an investment. Should they need repair, we designed the IntelliFresh Satellites to be easily repaired by a qualified service technician. Modular design takes the complexity out of repair, resulting in lower downtime and service costs.

What are the advantages of the IntelliFresh Brewer plastic brew cone?
We feel plastic is superior for several reasons:

Easier to clean and maintain – Dishwasher safe and one-piece design with no removable wire basket to lose, makes it easier to clean and maintain.

Easier to handle – because plastic is lighter in weight and cooler to the touch, it is easier and safer to handle. This is especially important after a large volume brew when the coffee grounds are soaked with water, adding to the weight.

Better temperature control – Because stainless steel is a high temperature conductor, metal brew cones tend to be cold or cool down thus drawing heat from the coffee. Plastic will not impact the brewing temperature.

A stainless steel brew cone is an available option.

Does the IntelliFresh System brew to Golden Cup Standard?
Yes. Like the rest of the Curtis Gold Cup Series of coffee brewers, the IntelliFresh System is capable of brewing to the SCAA’s Golden Cup Standard.

What is the standard ratio for concentrate and dilution?
  • 2 gallons dilution to 1 gallon concentrate.

On the “combo” unit, is it possible to have one temperature setting for tea and a different one for coffee?
  • No, they use the same heating tank to dispense hot water.

Why is it important to use separate brew cones for coffee and tea?
  • To prevent cross contamination between the coffee and tea.
  • The brew cone for tea has a strainer and, if used for brewing coffee, it would cause brew cone to overflow.

What is the optimal temperature for brewing tea?
  • Brewing tea at a higher temperature allows for greater extraction of flavor.
    — Most black teas are brewed at approximately 204°.
    — Green tea can be brewed at a lower temperature, but should not be lower than 170°.
    — Most herbal infusions are brewed at approximately 204° and above.
The Thermo servers are not keeping coffee hot
  • Brew water only to preheat servers.

When is it appropriate to select a “Global Recipe” and what is the result?
  • When a global recipe is used, all of the settings, (pre infusion, bypass, pulse brewing, etc.) are built into the recipe, eliminating the need of setting these manually. The global recipes simplify profile settings for gourmet results every time.
Water is coming out of the overflow spout in front of the unit.
  • Verify that emergency refill valve is closed.
  • Check the tank filling operation (probe, inlet valve and liquid level control board).

One side of the brewer is brewing more than the other side.
  • Ensure proper valve core alignment.
  • Ensure the spray arm is centered over the liner.

There is no coffee in the sight glass after aeration pump cycles.
  • Ensure that lower sight glass washer is not clogged.
  • Ensure that the breather holes in the air line fittings are not blocked by the tubing.

The unit is not filling.
  • Check the water supply to the machine.
  • Check the water control board and inlet valve.
  • Check the tank filling operation (probe, inlet valve and liquid level control board).

Is it possible to convert a natural gas urn to use propane?
  • The orifices on the pilot and the two burners must be replaced.
  • The regulator on the gas control valve must be replaced.
  • For more information contact Technical Support: 800-995-0417

Should the thermostat be turned off when the urn is not in use?
  • It is not necessary to turn off. For energy conservation, set to hold.

What do the numbers 1, 2, 3, Hold and Boil represent on the thermostat dial?
  • 1=170°; 2=180°; 3=190°; Hold=160°; Boil=200°.

The unit will not brew.
  • Verify that the fuse is good (5 amps).
  • Ensure that the toggle switch is on.
  • Is the pump running?
— If yes, check for blockage at the valve core.
— If no, check the voltage at the pump and terminals A and B on the holding relay.
  • Is the water jacket full?
— If no, disconnect the orange wire from the liquid level probe. If the water starts filling, the
probe needs to be replaced.
  • Does the brew light come on when the button is pushed?
— If yes, check the voltage at the timer.
— If no, check the brew switch.

Which reference point on the temperature gauge represents 200°?
  • The second line from the left side of the gauge represents 200°.