After-sales service

Having issues with your wine cellar? Here are some solutions to common situations you may encounter. Please reach out to us if you can’t find the answer you’re looking for. We will respond promptly.

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Frequently asked questions

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The temperature of my SOBRA wine cellar often varies by between 3 and 4 degrees. Is this normal?

There may be a difference between the temperature displayed and the set temperature because the probe (which measures the temperature) is located near the fan at the bottom of the unit, which is the coldest area. The fan always blows cool air over the probe at a uniform temperature. The frequency at which the fan circulates the cool air around the wine cellar is what allows for changes in temperature. In the upper two thirds of the wine cellar, the actual temperature will be within 1 to 2 degrees of the set temperature.

When the room temperature is under 21 °C (70 °F), it may be impossible for the unit to reach the set temperature. If you have not yet placed any bottles in the wine cellar, it is recommended to fill the unit to at least 30% capacity. Without any bottles inside, the fan will take the already cold air inside the wine cooler and cool it again. But with bottles inside, the cold air from the fan is distributed amongst the bottles and warms up before the fan cools it again. We suggest placing your bottles of red wine on the racks at the top of the cellar. Use the bottom racks for whites and reds that will be opened later. When red wine is stored for longer periods, it must be kept between 10 and 14 °C (50 and 57 °F), which is the temperature at the bottom of the cellar.

The control panel of my SOBRA cellar is not responsive. What should I do?

The device’s control panel is equipped with an automatic lock feature. This feature helps you avoid unwanted changes to your temperature or power settings. The lock is activated automatically 12 seconds after the final press of any button on the control panel.

To unlock the control panel, press the UP and DOWN buttons simultaneously for 3 seconds. The control panel will make a sound and blink its lights once to indicate that it is activated and ready for new settings.

To turn the lights inside the unit ON or OFF, press the lightbulb icon. If you leave the lights on, they will turn off automatically after 10 minutes. You must then press the lightbulb icon again to turn the lights back on (after unlocking the control panel).

The fan is constantly turning on and off. Is this normal?

The fans must cycle on and off to circulate air and maintain the right temperature inside the wine cellar. The fans run through the on and off cycle approximately every 10 seconds. This cycle is normal. Its purpose is to circulate air and ensure continuous operation of the fans. The colder the set temperature, the more the fans will run.

The temperature of my wine cellar often seems to vary by between 3 and 4 degrees.

This is normal: slight variations in temperature are necessary for the cellar to work properly. When the cellar starts a defrost cycle, the temperature increases slightly. When the refrigeration system then starts up again, the temperature decreases.

These changes take place over short time periods and their impact is insignificant. They will not affect your wine. Liquids tend to maintain an average temperature, based on the principles of physics. For example, if a pool is 80 °F and the outdoor temperature drops to 65 °F one night, the temperature of the water will not decrease so dramatically. In the morning, it may be at 77 °F.

My wine cellar is working, but it isn’t cold enough (or cold at all).

Adjust the front screw feet until the door is level with the rest of the wine cellar. Check the gasket (seal) on the door. You may need to adjust the temperature in your room. Limit the number of times you open the door.

There is water on the floor of the wine cellar.

Check that the drain is in place on the drip tray at the back of the cellar, where the compressor is located. If it is, you may need to sponge up excess water during very humid weather.

There is water at the back of the wine cellar.

Check that the drain is in place on the drip tray at the back of the cellar, where the compressor is located. If it is, you may need to sponge up excess water during very humid weather.

Frost has formed on the evaporator at the back of the wine cellar.

This is normal. The thermostat will perform an automatic defrost occasionally. If ice has formed, the door was probably not closed properly. If it was closed properly, there is a refrigeration issue.

My wine cellar is noisy.

Locate where the noise is coming from. The refrigerant may make a rattling sound. This is normal. At the end of each cycle, you may hear the gurgling of fluid flowing through the coils. This is also normal. As the interior walls expand and contract, they may cause creaking or clacking sounds. If the sound appears to come from another source, adjust the screw feet at the front of the wine cellar until it is level.

My wine cellar never stops running.

Check that the door is closed properly. Place a separate thermometer inside the unit to check that the cellar’s thermostat matches the reading on your thermometer. If the temperatures are different, you need to recalibrate your unit. Refer to your manual for more information.

My unit is fogging up / there is moisture between the thermal glass panes.

This can happen in very humid weather, especially in summer.

There is condensation on the outer walls of the unit.

This can happen in very humid weather, especially in summer.

My unit is fogging up / there is moisture on the inner surface of the thermal glass.

This can happen in very humid weather, especially in summer.

The door of my wine cellar opens of its own accord.

This is probably because the bolt is not lined up with the L-shaped piece.
Make sure that the door is level and that the upper and lower hooks close properly around the stop at the top and bottom. Also make sure that the racks are installed properly, and that the wine cellar is level.

I turned the key, but the cellar does not lock.

The handle (lock) is probably not in its notch. Or, the bolt may not be aligned with the L-shaped piece. Make sure that the door is fully level with the rest of the wine cellar.

The door of my unit is not level with the frame.

Adjust the front screw feet until the door is level with the rest of the wine cellar.

The two doors of my cellar unit are not aligned.

Adjust the screw feet at the front of the unit to make the two doors line up.

The locking mechanism doesn’t work properly.

Make sure the doors are aligned with one another and level with the rest of the cellar unit.

Nothing works.

Make sure that the electrical circuit has power. The wine cellar should be the only appliance plugged into the outlet. It is recommended to have a 15-amp circuit dedicated exclusively to powering the cellar unit.

My wine cellar turns on and off frequently.

The temperature in the room may be higher than normal, or the cellar may be at full capacity. Check that the cellar door closes correctly, that the temperature is set correctly, and that the door gasket (seal) is in good condition.

My cellar unit vibrates.

Adjust the screw feet at the front of the wine cellar until it is level.

Error code E1, E2, E3 or E4 is shown.

If error code E1 or E2 is shown, the temperature sensor in the upper zone is defective. Error code E3 or E4 indicates that the sensor in the lower zone is the issue.

The fan is constantly turning on and off. Is this normal?

In order to circulate the air and maintain the proper temperature within the cellar unit, the fan must carry out its on/off cycle when the compressor is not running. The fan cycles on and off every 10 seconds or so, while the compressor is not running. This is called semi-speed status. This cycle is normal. Its purpose is to circulate air and ensure continuous operation of the fan. If the fan stops completely without finishing the cycle, this means it is not working.

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Please note that if your request includes a service for your wine Cellar, it will be sent to the after-sales service department to be processed within 24 to 48 working hours.