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FAQ

Before you seek repair work, please review the FAQ for troubleshooting.
If there's no improvement after your treatment, please contact a service representative through the reference window on our website.
Don't disassemble the machine or repair it without a specialized technician.

Rice Cooker / Warmers

Q When I'm using the cooker, the electric cord and the plug become abnormally hot.
Q Smoke comes out of the jar and it smells like something's burned.
Q Deformed inner pot.
Q Rice does not cook properly.
Q Timer did not work
Q How to take care of the cooker after a power failure.*1
Q I can't set the timer. (microcomputer type cooking jar)
Q Cooking time is too long.
Q Steam shoot out from steam vent, or a boil-over.
Q Rice is too hard or too soft.
Q I have scorched rice.
Q Bad odor, Dry rice, Changes color.
Q Water got into the lid.
Q The keep warm time is flashing.
Q Deterioattion of rubber gasket and resin finished parts.
Q Other miscellaneous abnormalities or problems.
Q Can I make second batch right after the first one is finish?
Q What if I use hot water, does it help speed up cooking?
Q Can I use alkaline water?
Q What is minimum cooking amount? What for?
Q Can I use broth?
Q Can I use milk?
Q How can I reset the function?
Q Inner pan coating is peeling off. Is it harmful?
Q Why non-stick coating is peel off so easily?
Q Dispaly is flash 0:00, what can I do?
Q Rice is under cook. What did I do wrong?
Q What is minimum keep warm amount?
Q When I'm using the cooker, the electric cord and the plug become abnormally hot.
A
  • Are you using more than 120 volts?
  • Are you using a single outlet and more than 10 amps?
  • Can you find any damage on the cord?
  • Is there any dust on the plug?
  • Is the power cord securely plug into the outlet?
  • Are you using the power cord other than the one supplied with the cooker?
  • When you pull out the plug, do you always pull the plug itself instead of the cord?
  • Are you putting multiple loads on one electrical outlet?
Q Smoke comes out of the jar and it smells like something's burned.
A
  • Are there any rice grains on the sensor or outside of the inner pot?
Q Deformed inner pot.
A
  • Have you ever dropped the inner pot?
  • That may be the cause if you can't make rice or can't keep the rice warm. Any dent deformed inner pan does not sit on the heater plate.You may need to replace parts. Please Contact customer service.
Q Rice does not cook properly.
A
  • You may have selected the wrong menu key.
  • Push menu key and select the correct key.
  • Is there any grains or particles on the heater plate?
  • Remove all the particle. If you do not see any progress, please contact customer service.
  • Is the inner pot deformed?
  • You need to exchange parts. Please contact customer service.
  • Did you use warm water or broth?
  • If you add temperature above 35°C/95°F, Sensor does not work properly. Usually rice result is under cook. Be sure to use cold water/ broth.
Q Timer did not work
A
  • Current time shown on the display?
  • Please set current the time by following the instruction manual. Clock function is 24 hours format.
  • Is there any burned rice or loose rice grains on the heater plate?
  • Please remove all loose rice. If you do not see any progress, please contact customer service.
  • Is there any deformeation on the inner pan?
  • Did you choose correct menu setting?
  • Timer setting is not available for Sweet rice and Mix rice.
  • Have you had power failure for long hours?
  • Please look up the answer regarding power failures.*1
Q How to take care of the cooker after a power failure.*1
A
  • If an external power failure has occurred, but only for a short time, then there's a possibility that when the electricity has returned, all functions may work normally and the clock is working correctly.
  • When a power failure lasts for a long time, and the indicator is flashing 0:00...
  • Please set the time correctly by following the instruction manual.
  • If the electricity has returned as in these situations below:
    (If it's already past the set time, after a lengthy power failure, cooking starts immediately.)
  • While cooking rice (or reheating rice).
  • Continue to do the cooking (or reheating).
  • Keeping warm (or Low temp Keeping warm).
  • Continue to keep warm (or low temp Keeping warm).
Q I can't set the timer. (microcomputer type cooking jar)
A
  • Diaplay flashing 0:00 ?
  • Please set current time by following the instruction manual.
  • Timer setting is not available for Sweet rice and Mix rice menu.
  • Please use other menu options.
Q Cooking time is too long.
A
  • Standard cooking time 45-58 min for plain white rice. Quick function is 17-44 min depending on the amount and surrounding temperature.
  • Did you slect the wrong menu?
  • Check the menu.
  • Do you find any burned rice or rice grains anywhere in the cooker?
  • Take out all loose rice grains. If you do not see any progress, please contact customer service.
  • Is there any deformation on the inner pan?
  • Inner pan need to be replaced. Please contact customer service.
  • Did you measure rice with supplied measuring cup ? Did you add any spice or ingredients ?
  • Check your measurement of rice, ingredients or water.
  • Have you had a long time power failure ?
  • Please look up the answer page regarding power failures.*1
Q Steam shoot out from steam vent, or a boil-over.
A
  • Did you use supplied measuring cup?
  • Please use measuring cup for every use. Do not estimate water amount with your eyes. It is probably not accurate. Precise measurement is very important.
  • How many cup of rice did you try to cook?
  • There is suggested cooking amount for each model. (Refer to the instruction manual) Be sure to cook above minimum and below maximum amount.
  • How much did you add water?
  • e.g.: 3cups of uncooked rice add water accordingly to water scale mark on the inner pan line 3. This water line is based on short grain rice. Water scale for other grain may vary.
  • Did you select the wrong menu?
  • Please check the menu.
  • Do you find any burned rice or rice grains any place?
  • Remove all particles.
  • Check steam vent cap for blockage.
  • Rice starch clog the steam vent cap. Wash the parts every use.
  • Did you pre-wash the rice?
  • Please pre-wash rice thoroughly. Remain dust and rice brain from milling process cause boil over.
Q Rice is too hard or too soft.
A
  • Did you loosen well after cooking? Did you mix well?
  • After you finish cooking, please loosen the rice well with a spatula.
  • Have you had a long time power failure?
  • Did you use supplied measuring cup? How much did you add water?
  • e.g.: 3cups of uncooked rice, add water accourdingly to water scale mark on the inner pan. Precise measurement is very important.
  • Did you select the wrong menu?
  • Please check the menu.
  • Do you find any burned rice or rice grains any place?
  • Did you wash the rice?
  • Please wash rice throughly.
  • Did you use warm water or broth?
  • If you add temperature above 35C°/95F°, Sensor does not work properly. Usually rice result is under cook. Be sure to use cold water/ broth.
Q I have scorched rice.
A
  • Did you choose [Okoge] function? Did you press [Start] key twice?
  • Be sure to press [Start] key once. Reset [Okoge] function.
  • When you set the timer for over 12 hours.
  • Rice starch build up at the bottom of the pot while waiting for timer cooking.
  • Did you cook high starch grain such as basmati?
  • Stair water before cook or change water.
  • Did you use supplied measuring cup? How much did you add water?
  • e.g.: 3cups of uncooked rice, add water accourdingly to water scale mark on the inner pan
  • Did you select the wrong menu?
  • Please check the menu.
  • Do you find any burned rice or rice grains any place?
  • Did you wash the rice?
  • Please wash rice throughly.
Q I have scorched rice.
A

[Bad Smell] Normally the bad smell comes from bacteria multiplication. Uncooked rice frequently contains bacteria called Bacillus cereus which can be found in soil. These spore-forming bacteria can survive cooking process and protective spore can germinate, grow and produce toxin, if rice cooled off slowly or improper storing. Reheating cooked rice does not inactivate the toxin or kill bacteria cell. Unfortunately contaminated cooked rice is not visible, taste or smell or any different to normal rice.

It is common for food producers to prepare large quantities of rice and kept in rice cooker for extended time. Heating can activate spores, which allow them to germinate and grow under warm and moist conditions. Very few people realized that cooked rice can be responsible for their food-born illness. Cooked rice must be kept above 140°F or cool rice as quickly as possible in different container and then stored below 39°F to minimize growth and toxin formation.

Unluckily, once rice cooker is starts to smell, bacteria is already outgrow, it is not safe to eat at this point. Since Bacillus cereus can not kill in boiling water, please follow this cleaning guide below:

  1. Remove inner pan, inner lid steam vent cap, gaskets, dew collector, spatula holder.
  2. Make sanitizing solution: 2 tbsp of Chlorine bleach, 2 tbsp of dish soap and hot/boiling water
  3. Soak removable parts for 2-3 hours
  4. Rinse well
  5. Dry off with dry cloth
  • Did you wash the rice thoroughly?
  • Remove rice bran by washing. Remaining rice bran may smell,change color.
  • Did you set the timer for longer than 12 hours?
  • When the surrounding temperature is high, sometime water and uncooked rice become spoiled. We recommend setting the timer shorter than 10 hours for summer time.
  • Have you had a long time power failure?

[Dries up]

  • Did you use supplied measuring cup?
  • Did you keep warm longer than 12 hours?
  • Did you gather rice toward to center while keep warm?
  • How much of rice did you keep warm?
  • There is minimum keep warm amount for each capacity.

[Changed color]

  • Did you loosen well after cooking?
  • Did you wash rice? (Remove excess starch, dust or other particle)
  • Did you keep warm longer than 12 hours?
  • Rice change color due to oxidation. Reduce keep warm time.
  • Do you have any burned rice or rice grains on any rubber packing parts or on the edge of the inner pot ?
  • Did you reheat more than three times?
  • We do not recommend using alkaline balance over pH9. Alkaline water breakdown rice starch and rice result is wet or sticky. High alkaline water change color of rice to yellow.
Q Water got into the lid.
A

Depending on the situation of how you're using the cooker or the surrounding circumstances of use, it may happen that some water or steam gets into the lid. You need to exchange parts. Contact customer service.

Q The keep warm time is flashing.
A
  • Did you use Keep warm function longer than 24 hours ?
  • Keep warm time flash after 24 hours elapsed.
    We recommend removing remain rice into different container.
Q The keep warm time is flashing.
A
  • Deterioattion of rubber gasket and resin finished parts.
  • The rubber gaskets and resin finished parts are consumption parts. We sale the parts separately. Contact customer service.
Q Deterioattion of rubber gasket and resin finished parts.
A

The rubber gaskets and resin finished parts are consumption parts. We sale the parts separately. Contact customer service.

Q Other miscellaneous abnormalities or problems.
A

Repair or unit does not work properly, contact customer service.

Q Can I make second batch right after the first one is finish?
A

No. Rice cooker need to cool off before start second batch. (Remove inner pan and open the lid. Let it stand at least 30 minutes to 60 minutes depending on surrounding room temperature). For the second batch,be sure to use cold water/ broth. If you add temperature above 35°C/95°F, Sensor does not work properly. Usually rice result is under cook.

Do not insert second batch/ inner pan into cooker while the rice cooker is cooling off. Remaining heat conduct to inner pan and temperture may reach above 35°C/95°F.

Q What if I use hot water, does it help speed up cooking?
A

No. Liquid temperatures above 35°Cor 95°F lead to malfunction.Temperature sensor does not work properly so that rice does not cook thoroughly. Be sure to use cold water.

Q Can I use alkaline water ?
A

We do not recommend using alkaline balance over PH9. Alkaline water breakdown rice starch and rice result is wet or sticky. High alkaline water change color of rice to yellow.

Q What is minimum cooking amount ? What for ?
A

That is minimum amount of rice can be cooked in the rice cooker. 5.5 cup rice cooker is 1 cup:10 cup micro-computer rice cooker is 2cup: J NP-1500 and 1800 are 3 cups.

Rice cooker is design to cook perfect rice. If you are cooking below the minimum amount, heat does conduct properly and it lead to early shut off.

Q Can I use broth ?
A

Yes. You may use use COLD broth for your rice. Please select [Mix rice] menu setting. Maximum cooking amount is 60% of capacity. 10 cup rice cooker is 6 cup 5.5 cup rice cooker is 3 cup.

Note: Do not use tomato sauce. Consistancy of tomato sauce is too thick for rice cooker. Rice result is under cook.
Note: JNP and JAZ models are not applied to this subject.

Q Can I use milk?
A

No, we do not recommend using milk. Normally milk shoot out from the vent.

Q How can I reset the function?
A
  1. Plug in to power source
  2. Press and hold [Cancel] button for 5 second.
  3. Make sure no lights is on.

Note: Unplugging the power cord does not reset cooking function.

Q Inner pan coating is peeling off. Is it harmful?
A

The non-stick coating may begin to deteriorate. The coating won't melt in food even if you eat the coating flake, which is non-toxic and would pass through the body without being absorbed.

Q Why non-stick coating is peel off so easily ?
A
  • Do you use sharp utensil or heavy duty sponge ?
  • It will stcrach the nonstick coating. Use soft sponge.
  • Do you use keep warm function longer than 12 hours ?
  • Moisture in rice penetrate through the non-stick coating and then lift up from the inner pan material.
  • Do you cook brown rice ?
  • Waxy layer (Rice-bran oil) is also easy to panatrate through the non-stick coating.
  • Do you add any spice, salt, butter, oil or vinegar ?
  • Adding the seasoning is deteriorating the non-stick coating.
  • Do you clean inner lid and outer lid every use ?
  • Some models have gasket on the outer lid. It tends to hold the water during the cooking cycle. Be sure to wipe dry every use. Otherwise, water/dew may drip into inner pan and cause lifting.
Q Dispaly is flash 0:00, what can I do ?
A

That means Lithium battery runs out. Lithium battery is nothing to do with cooking function. As long as power cord is plugged into power source, you may able to use all the features. If you like to replace the battery, contact customer service. Some fee apply.

Q Rice is under cook. What did I do wrong ?
A

Check point:

  • Did you reset cooking function by holding [Cancel] button for 5 seconds?
  • Rice cooker always resume last function.
  • Did you use wrong menu setting?
  • Select correct menu.
  • Is there any a grain or particle on the heater plate?
  • Remove and clean the heater plate.
  • Did you check the inner pan is setting at right position?
  • Inner pan must be set on the proper position.
  • Did you add warm or hot water?
  • Temperature sensor does not work properly.
  • Did you add more than 70g/2oz of ingredients?
  • Ingredients must be chopped finely. Maximum ingredients amount e.g.: 2cup of rice 140g/4oz, 3 cup of rice 210g/6oz.
  • Did you mix ingredients into rice?
  • Mix seasoning but Ingredients must be placed on top of rice.
Q What is minimum keep warm amount ?
A

Minimum keep warm amount = Minimum cooking amount

When you cook rice with minimum amount, you are not able use keep warm function. If you like to use keep warm function, you have to cook more than minimum amount. Keep warm temperature will decrease with small amount. When the keep warm temperature become lower than 140 °F, rice start to spoil due to bacteria growth.

Example: JNP-1500 is 3 cup minimum cooking and keep warm amount. If you cook 3 cup, you are not able to use keep warm function. If you cook 6 cup, you can keep warm about a half of the cooked amount.

Simple rice cooker:
JNP-0550, 0720, 1000 =1 cup
JNP1500, 1800 = 3cup

Microcomputer type:
10 cup rice cooker = 2cup
5.5 cup and 3 cup rice cooker = 1 cup

Electric Water Heaters

Q The power cord becomes extraordinary hot when it use.
Q The power is on and off, when I touch the power cord.
Q The temperature reaches extraordinary high or the pot smells like it is burned.
Q Water leaks from the body.
Q Particles are floating in the water heater.
There is red rust-like sopt appear on the inner vessel
Q The hot water boil over from the lid.
Q 2 Lamp flashes alternately
Q Water does not boil (the lamp doesn't light on).
Q Water does not dispense.
Q Water scale developed cloud/mist
Q Hot water smells bad.
Q When it boil, it makes a humming sound.
Q The outer body becomes hot.
Q Keep boiling
Q Other problems
Q The power cord becomes extraordinary hot when it use.
A
  • Do you plug into 120 volts outlet?
  • Do you extension cord ?
  • Check available ampere on the extension cord.
  • Do you find any damage on the cord?
  • Is there any dust on the plug?
  • Remove the dust.
  • Do you use supplied power cord?
  • Other power cord may not compatible with our product.
    There is a risk of fire or electric shock. Please stop using it immediately and contact customer service.
  • Are you putting multiple loads on one electrical outlet?
  • There is a risk of fire or electric shock. Please stop using it and contact customer service.
Q The power is on and off, when I touch the power cord.
A
  • Do you find any pins or particles on the plug?
  • Remove any pins or particles.
Q The temperature reaches extraordinary high or the pot smells like it is burned.
A
  • Did you make the Outer body wet?
  • It may cause a fire or an electric shock. Please stop using it and contact customer service.
Q Water leaks from the body.
A
  • Did you wash /immerse the whole body of the pot?
  • It may cause a fire or an electric shock. Please stop using it and contact customer service.
Q Particles are floating in the water heater.
There is red rust-like sopt appear on the inner vessel
A

The particle is not come from non-stick coating and red spot is not rusting. That is various mineral deposit (Calcium, Magnesium, Iron and Capper) build up in the inner vessel. Also known as Limesacles.

That is not a problem for hygiene; however, we recommend cleaning it with our company's cleaning product; "Citric Acid".

When the water is boiled, it leaves behind minerals which slowly build up on the wall of your water heater

If this build up is not removed by citric acid, it will eventually clog up the pumping unit and causes it to stop dispensing water.

Here is how to clean the water heater with citric acid.

  1. Add one package (30g) of citric acid in the inner pot. (You may substitute with white vinegar 16 oz / 2cup / 480ml )
  2. Add water up to the maximum water level, and close the lid.
  3. Bring the water to a boil and leave it with highest temperature set (208°F) for at least 8 hours. Do not unplug during cleaning process.
  4. Dispense the water out completely. (Use dispense key or air pump)
  5. If the unit is not clean completely, repeat this process one more time. Warning: Be caution with hot water.

You may substitute with 1 part of white vinegar 3 parts of water.

Q The hot water boil over from the lid.
A
  • Did you add hot water?
  • Add room temperature water or cold water.
  • Did you add more than maximum water level line?
  • The water level must be below the maximum water level.
  • The gasket is damaged or color changed.
  • We recommended replacing the gasket every year.
Q 2 Lamp flashes alternately
A
  • Do you boiled water below refill mark?
  • Unplug the power cord and add water and then plug it again.
Q Water does not boil (the lamp doesn't light on).
A
  • Did you add hot water ? (Hotter than 176 Fahrenheit)
  • Use bottle /tap water that are not hot.
  • Does it keep warm ?
Q Water does not dispense.
A
  • Did you unlock?
  • Press the Unlock key once. And then Press Dispense.
  • Is it minutes after boiling?
  • Right after boiling water, hot water may not dispense properly ; open the lid and release the pressure. Be caution with hot steam.
  • Does power cord plugged into the outlet?
  • Connect the power cord to the outlet.
  • The lid rubber gasket is deteriorated.
  • Have you remove mineral deposit?
  • Common problem among water heaters is mineral deposits. When the water is boiled, it leaves behind minerals which slowly build up on the wall of your water heater. If this build up is not removed (by white vinegar or citric acid), it will eventually clog up the pumping unit and causes it to stop dispensing water.
    Please contact customer service for Citric Acid cleaning powder. You can also substitute it with 1 part of white vinegar 3 parts of water. (Vinegar 1: Water 3)

  1. Add cleaning powder/ white vinegar
  2. Add water to full line
  3. Plug power cord into wall socket
  4. Set temperature at 208°F
  5. Keep warm for 10-12 hours. Do not remove power cord.
  6. Press [Dispense] or [Push] button to remove all vinegar water.
  7. Add new clean water to full line.
  8. keep warm about 1 hour
  9. Remove all the water using dispense button
  10. repeat this process every 30 days for hard water area.
Q Water scale developed cloud / mist
A

Dump the water out and leave the pot alone without electricity until water come down itself. Keep main body upright.
It may cause a fire or an electric shock. Please stop using it and contact customer service.

Q Hot water smells bad.
A

The beginning of usage, you may smell resin finished parts. The odor will diminish gradually.

Q When it boil, it makes a humming sound
A

It's just the sound of bursting bubbles in boiling water. So it's not really a problem. However, when the inner vessel in not clean, it tends to make louder noise.
Clean the inner vessel.

Q Keep boiling
A
  • Do you live in high altitude region?
  • Unfortunately, water heater is not design to use in high altitude region. Please contact store.
Q Other problems.
A

Please Contact customer service.

Cooking Wares

Q Power cord is extraordinary hot.
Q The electricity does not run properly.
Q Smells like it's burned, and it starts smoking or smells bad.
Q The heater plate does not warm up.
Q Tempurature is too high or too low.
Q There is clicking sound while cooking.
Q Is it ok to use IH stove top?
Q What is the keep warm temp?
Q How do I prevent from the scratch?
Q Other problems.
Q Power cord is extraordinary hot.
A
  • Did you plug into 120 volts outlet?
  • The unit is used only in 120V region.
  • Did you use extension cord?
  • Check available ampere on the extension cord.
  • Is there any damage or dust on the cord?
  • Did you use our supplied power cord?
  • Other power cord may not compatible to our product.
    There is a risk of fire or electric shock. Please stop using it immediately and contact customer service.
Q The electricity does not run properly.
A
  • Is there any dust on the plug?
  • Remove any pins or trash. If it does not work, contact customer service.
  • Do you bend the power cord in use?
  • be sure the power cord is straight.
Q Smells like it's burned, and it starts smoking or smells bad.
A
  • Do you find any burnt rice grain on the heater plate or outer surface of inner pan?
  • Remove foreign matter, burnt rice, burnt grain, water drip with a cloth before cook.
Q The heater plate does not warm up.
A
  • Do you find any loose particle between the heater plate?
  • Make sure power cord plugged in firmly. (Check both end)
  • Remove any foreign matter, burnt rice, particles and water drip before start to cook.
Q Tempurature is too high or too low.
A
  • Did you connect the power cord properly?
  • Did you adjust the tempreture control?
  • Did you insert the inner pan/plate properly?
  • Is there any dust/particles between the pan and heater unit?
  • Did you try another outlet?
Q There is clicking sound while cooking
A

The sound is made by thermal expansion. This is not malfunction.

Q Is it ok to use IH stove top?
A

No. The inner pan is not desgin for IH stove top

Q What is the keep warm temp?
A

158°F - 194°F

Q How do I prevent from the scratch?
A

Use only supplied spatula. No knife, skewer, metal utensil.

Q Other problems.
A

Please Contact customer service.

Thermal Carafes

Q Hot water doesn't dispense or it's not flow smoothly.
Q Hot water cools off too quickly.
Q There is something shiny particle is inside. What is it?
Q There are damaged rubber gaskets or resin finished parts.
Q I just bought new thermal carafe, water does not dispense well. Why is it?
Q Other miscellaneous abnormalities or problems.
Q Hot water doesn't dispense or it's not flow smoothly.
A
  • Check a rubber gasket on the lid is damaged or loosened.
  • Did you set the middle stopper in collect position?
Q Hot water cools off too quickly.
A
  • Have you dropped the thermal carafe pot?
  • Glass liner is broken: Contact customer service for repair.
  • Stainless steel liner: Vacuum insulation is no longer working. This is unable to repair.
Q There is something shiny particle is inside. What is it?
A

It's called "Flakes." Minerals in the water combine and make a thin film at the surface of the inner pot, then it breaks loose and floats in the water. These flakes are harmless to the health. If it occurs, dilute 10% citric acid with warm water and put in the pot, then leave it there from 30 minutes to 1 hour. Then wash it out with a soft brush inside the pot.

Note: It is effective if you wash the inner pot sometimes in the same manner as above, even when the flakes haven't yet appeared.

Q There are damaged rubber gaskets or resin finished parts.
A
  • Gasket and resin finished parts have passed food sanitation laws; it is safe to use.
Q I just bought new thermal carafe, water does not dispense well. Why is it?
A

Hot water suppose to dispense about 360-400 ml; cold water 110ml. If water does not dispense well, it is probably losing air pressure from the bottom.

Products with bottom cover:insert pliers or flat head screw driver into a indentation/concave area on the bottom cover. There is a knob or handle (center) on the bottom, turn it clockwise direction. Reattach the bottom cover.

Product without bottom cover: Turn the knob or handle (center)clockwise direction.

Q Other miscellaneous abnormalities or problems.
A

Stop using the product immediately and contact customer service.

Stainless Steel Thermal Wares

Q Beverage leaks.
Q Does not keep hot / cold.
Q Can not open button on screw cap.
Q Discolor of the inner vessel.
Q Smell.
Q Hot water leaks.
Q The contents get cool too easy.
Q The stopper is too tight and difficult to open.
Q Can't push the open button.
Q Inside the main body (the inner container) has changed color
Q There is damage on the rubber gasket or resin finished parts.
Q Keeping warm or cool doesn’t work.
Q A bad smell comes out of the inner container or the stopper.
Q Other miscellaneous abnormalities or problems.
Q Beverage leaks.
A
  • Do you add the beverage more than maximum label?
  • Reduce the amount. Leave space 1/2 inch from the top.
  • Did you attach the gaskets properly?
  • Did you close the cap unit properly?
  • Did you close the lid tight?
  • Did you use scalder or dish washer/dryer?
  • Is there any deterioration on the gaskets?
  • Please contact customer service for replacement parts. Replacement parts must be purchased.
  • Did you drop/hit the product? Or did you strike the unit?
  • Did you close button when it tilted.
  • Hold the bottle upright for a few second and then close the button.
  • DDid you make sure close the button on the screw cap?
  • Press the close button before close the tumbler.
Q Does not keep hot / cold.
A
  • Did you drop/hit the product? Or did you strike the unit?
  • The vacuum structure is no longer working this case and the unit is unrepaired.
  • Did you pour the hot/cold beverage?
  • How much did you pour the beverage?
  • It needs adequate amount to keep the beverage hot/cold.
  • Do not wash the outer surface of bottle.
  • It may lead to damage vacuum structure. It will cause the rusting and declining the temperature retention.
  • Do you use the product in extremely cold/hot place?
  • The temperature retention decline in extreme weather condition.
Q Can not open button on screw cap.
A
  • Do you add the beverage to the maximum label?
  • Loosen the screw cap and discard small mount of beverage.
  • Do not shake the body after adding hot water. It will give a pressure to the cap unit so that open button may hard to push.
  • Loosen the screw cap and release the pressure first and then push the open button. Close the screw cap while the button is open.
Q Discolor of the inner vessel.
A
  • The inner vessel is made of stainless steel. However, it rust-like discoloration come from iron in the water. There is mineral deposit.
  • Please clean with citric acid or white vinegar. Mix with the citric acid/white vinegar and hot water, leave it for a few hours, and then wash with soft sponge.
Q Smell.
A
  • The bottle may smell at the beginning of usage.
  • Add the hot water and close the screw cap. Shake it for a minute and then discard water. Repeat this process few times.
  • Did you wash?
  • Did you keep the beverage for a long pried of time?
  • Did you use chlorine breach?
  • Please follow the cleaning direction.
Q Hot water leaks.
A
  • Did you put hot water or water more than the full measurement line or more than per instructions.
  • Reduce the contents.
  • Is there anything inside the middle stopper?
  • Did you put in too much contents?
  • Reduce the contents.
  • Did you put in the rubber gasket in proper position?
  • Follow the instructions and reset the gasket.
  • Did you set the middle stopper in proper position?
  • Please reset the stopper.
  • Did you set the holder and the holder-keeper in proper position?
  • Please review instruction manual and try to set in collect position.
  • Have you ever used scalder into the middle stopper, or dishwasher or dryer?
  • It probably the middle stopper is damaged; if so, you need to purchase the parts. Contact customer service.
  • Are there middle stopper or rubber packing parts or such articles of consumption?
  • The rubber packing parts and resin finished parts which touch hot water or steam are articles of consumption. So that when you are using it, they may get damaged. Also changing some inner parts is not easy for the customer. Please make inquiries. Rubber packing parts and resin finished parts have passed food sanitation laws, so feel relieved and at ease.
  • Have you dropped it or given it a hard shock?
  • Checking is necessary so please make inquiries.
Q The contents get cool too easy.
A
  • Have you wash whole body?
  • Try this test:
  1. Add hot water into the container
  2. Wait for 2-3 min
  3. Touch outer surface of body
  4. If it is hot, vacuum insulation is not working.
  • Vacuum insulation is not repairable.
Q The stopper is too tight and difficult to open.
A
  • Did you put in too much contents?
  • Reduce the contents.
Q Can’t push the open button.
A

Did you put in dry ice or carbonated drinks?

Q Inside the main body (the inner container) has changed color
A
  • Are there any “red spots like rust” or “rough things” adhered?
    Note: the inner container is stainless steel so it should not grow rust; however, water quality and impurities, including stains like rust or calcium, may adhere.
  • Use citric acid (1tsp) and hot water into inner container then leave it 2 to 3 hours. Then wash it off with a soft brush/sponge and rinse well with water.
Q There is damage on the rubber gasket or resin finished parts.
A

The rubber gasket and resin finished parts are contact with hot water or steam during the usage. The heat deteriorates these parts. These are consumer replaceable parts. Contact customer service.

Q Keeping warm or cool doesn’t work.
A
  • Did you put in hot or cold contents?
    Note: in a cold region, temperature retention may not work properly.
  • Also did you put in an adequate amount of contents?
Q A bad smell comes out of the inner container or the stopper.
A
  • Do you find any stains?
  • Remove gaskets and wash well.
  • Reduce the odor: Use citric acid (1 tsp) and hot water into inner container and then leave the container about 2-3 hours.
  • Did you leave the drinks inside for long hours?
  • Reduce the odor: Use citric acid (1 tsp) and hot water into inner container and then leave the container about 2-3 hours.
Q Other miscellaneous abnormalities or problems.
A

Contact customer service

Lunch Boxes

Commercial Products

Q Is it OK to rinse free rice?
Q Rice turn yellow. why is this happening?
Q Can I make porridge?
Q What is silicon mat for? How do I clean it?
Q What is the minimum keep warm amount for food warmer JHC model?
Q Is it OK to rinse free rice?
A
  • We recommend soaking at least 30-40 min before start to cook. Be sure to use silicon mat.
  • We truly recommend rinsing rice even rinse free rice. (Remove dust, air, and other particles)
Q Rice turn yellow. why is this happening?
A
  • Did you wash/rinse rice before cook?
  • wash/rinse rice well before cook.
  • Did you use alkaline water (Ionized water) over pH9?
  • Check the pH balance
  • Did you keep rice warm longer than 12 hours?
  • Rice starch change color due to oxidation. Natural food aging process we are not able to prevent it. Reduce keep warm time.
Q Can I make porridge?
A

No, the heater is too strong to cook porridge.

Q What is silicon mat for? How do I clean it?
A

It prevent from scorching rice. To clean the silicon mat, use mild soap and warm water. Do not use chlorine bleach.

Q What is the minimum keep warm amount for food warmer JHC model?
A

There is no heater on the bottom of the unit; heat sources are on the lid and shoulder area. Please keep at least 50% of capacity. Keeping food less than 50 % of capacity is lead to food spoilage.

Mochi Maker

Q Can I use brown sweet rice?
Q How is steaming function work? Is there a sensor?
Q Impeller is not moving! What Can I do?
Q Machine makes loud noise during pound cycle, is this normal?
Q Mochi texture is very coarse/rough.... Why is this happening?
Q What is the long impeller for?
Q Steaming cycle is end within few min? Rice is not steamed... steaming function is not working?
Q Can I use brown sweet rice?
A

No. Brown rice can not steam through. Bran layer become hard after steam function. You may not able to pound smoothly.

Q How is steaming function work? Is there a sensor?
A

There is no sensor in the mochi maker. Steaming function would be done when all water evaporated. Be sure to measure water amount and gasket is set on proper position.

Q Impeller is not moving! What Can I do?
A
  1. Check the shaft is turning or stock
  2. Shaft is not turning, add 2 cup of water into boiler, and then set inner pan
  3. Press [steam]
  4. After steaming is done, carefully remove inner pan. It is HOT!
  5. Cover the shaft is kitchen towel
  6. Try to twist the shaft with Wrench
  7. If it is too hard to twist, repeat steaming process few time
Q Machine makes loud noise during pound cycle, is this normal?
A

Here is the check point.

  • Make sure the unit is on the flat surface.
  • Make sure the screws in 4 legs are tight.
  • Remove inner pot cover/lid during pound cycle.
  • Already checked still make noise--->Contact customer service
Q Mochi texture is very coarse/rough.... Why is this happening?
A

Check point / Suggestion

  • Double check your rice bag. Make sure to use Sweet Rice. Do not use "Brown Sweet Rice"
  • Did you soak sweet rice over night? Sweet rice required soaking before steam.
  • Cut drain time (Cooking step 5) in half.
  • Did you add correct water amount into boiler?
  • Use metric water scale. e.g.: 5 cup rice, add water 360ml
  • You may use pound cycle up to 15min
  • Do not add any water during pound cycle
  • temperature will drop --> sweet rice become coarse texture
  • Which impeller did you use short one or long one?
  • Short impeller for Mochi
  • Long impeller for bean paste (Home made bean Miso paste)
Q What is the long impeller for?
A

Long impeller for home made bean paste (Miso). If you need recipe, please contact customer service.

Q Steaming cycle is end within few min? Rice is not steamed... steaming function is not working?
A

Where did you add the water?

  • Correct --> Add water into the Steamer
  • Incorrect -->Add water into the inner container
  • Refer to the instruction manual "Parts identification"

Other Products

Warranty

Q How long is the warranty term?
Q What is not cover with warranty?
Q How to use warranty benefit./ How do I receive service?
Q My warranty is expired... I need service... What Can I do?
Q I purchased within a year but I lost my receipt. Do I still get warranty benefit?
Q I receive the unit as a gift. I do not have proof of purchase, what can I do?
Q How long is the warranty term?
A

1 year from the date of purchased as printed on your receipt.

Q What is not cover with warranty?
A
  • Inbound shipping fee (From your home to repair facility)
  • Non-Electric products
  • Consumption parts:
  • Rice cooker: Inner pan, Inner lid, Gaskets, Steam vent cap, Dew collector, Detachable power cord and other non Electric parts.
  • Water heater: Gaskets, Bellows, Lid, and Power cord
  • Electric Grill pan: Deep pan, BBQ pan, glass lid and knob.
Q How to use warranty benefit./ How do I receive service?
A

You must have purchase receipt or gift receipt to receive warranty benefit.
Receipt must shown the date of purchase, name of the store and item. Refer to the detail "Term and Condition" page on the warranty registration.

Q My warranty is expired... I need service... What Can I do?
A

We repair the unit with fees. Contact customer service for further assistance.

Q I purchased within a year but I lost my receipt. Do I still get warranty benefit?
A

Unfortunately, you do not receive warranty benefit without proper documentation. (Read warranty registration web page). Return shipping fee and labor fee apply to your case. Contact customer service for detail.

Q I receive the unit as a gift. I do not have proof of purchase, what can I do?
A

Unfortunately, you do not receive warranty benefit without proper documentation. (Read warranty registration web page). Return shipping fee and labor fee apply to your case. Contact customer service for detail.

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