Operation & Service
Operation & Service: Your autoclave in everyday practice
Commissioning, water, error codes, maintenance: here you solve the typical everyday questions yourself — and know when a phone call is faster.
Germany Austria Switzerland
In brief
Most faults are harmless and fixed yourself in minutes. For everything else: on-site service instead of weeks of shipping in — with our own technicians near you.
Operation, maintenance & fast help
Step-by-step help for everyday use — and a direct line when it is urgent.
Commissioning after delivery
Get started right after delivery? What you need for commissioning.
Learn moreWater & water treatment
Which water your autoclave needs — and how to stop hauling canisters.
Learn moreTroubleshooting Steri24 autoclaves
Solve error codes yourself: E13, E14, E16, printer & display.
Learn moreMaintenance information
Maintenance intervals, flat-rate prices — and how to avoid nasty surprises.
Learn moreService & repairs
Device on strike? This is how you quickly reach the right technician.
Learn moreHydraulic pressure test
Hydraulic pressure test — when it is mandatory (and when not).
Learn moreYou don't have to manage this alone
The most common concerns of our customers — and how we solve them.
„My device is on strike — the practice is at a standstill!“
On-site instead of shipping in, loaner device in an emergency, 24h hotline. You stay able to work.
„What does maintenance really cost?“
Transparent flat-rate prices incl. travel — no hidden costs, plannable via a maintenance contract.
No more downtime.
On-site instead of weeks of shipping in — our own technicians near you, loaner device in an emergency.
What customers say
4.9 out of 5 stars on Google — from verified reviews.
MK
Maud Kolb · Google
„Fast delivery, good advice, great price. Maintenance and validation nearby. I am happy. Thank you!“
SG
Stephanie Grebe · Google
„I am very positively impressed by the very good, honest, patient advice. You felt in good hands.“
4.9 out of 5 on Google Class B medical device · EN 13060 · TÜV SÜD 39 locations + 150 partners DACH Family business since 1957
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Frequently Asked Questions
Operation & Service – key questions answered clearly.
Does the autoclave require a fixed water connection or can it be filled manually?
A fixed water connection is not necessary. All our autoclaves are stand-alone devices with an integrated fresh-water and waste-water tank and can be filled manually with distilled or demineralised water. A fixed water connection can be ordered optionally and can also be retrofitted later.
Which water has to be used for the autoclave?
Use distilled or demineralised/fully desalinated water with the lowest possible conductivity (guideline value below 15-20 µS/cm). Standard distilled water from a drugstore, supermarket or DIY store is suitable; do not use technical battery or iron water. Tap water is not suitable and can damage the device.
Why is tap water not suitable for the autoclave?
Tap water contains lime and minerals that lead to deposits, corrosion and damage to the chamber and pump. For steam sterilisation, distilled or demineralised water with low conductivity is therefore required.
Can I reuse distilled water or make it myself?
Reusing it is generally possible with a filter, but we recommend fresh water, as used water can start to smell. With a water distiller or the AQUAdem 40, distilled/demineralised water can be produced directly from tap water.
How do I fill the fresh-water tank correctly?
Fill the fresh-water tank at least until the warning message disappears, and at most to about 1 cm below the rim. The used water automatically flows into the waste-water tank, which you empty as soon as it is full; you only need to top up the fresh water.
How does the automatic water treatment with the AQUAdem 40 work?
The AQUAdem 40 is installed between the tap-water connection and the autoclave and automatically converts tap water into demineralised water. The autoclave then refills itself, so you no longer have to buy or haul distilled water.
When is a fixed water connection worthwhile?
A fixed water connection with water treatment is particularly useful for frequent use, because manual filling and the hauling of canisters are no longer necessary. From 12 L upwards, the fixed water connection can be ordered optionally or retrofitted later.
Is a normal socket sufficient or is three-phase power needed?
A normal household socket is sufficient; three-phase power is not required. Apart from the power connection, no further connection is needed for the model without a fixed water connection.
Can I set up and commission the autoclave myself?
Yes, according to the manual you may carry out the setup and commissioning yourself; usually a socket and filling with distilled water are sufficient. On request, our technicians take over the on-site setup, and a free instruction session via video chat is also possible.
What does on-site commissioning include?
Commissioning comprises proper setup in accordance with the manual (correct voltage supply, water connection if applicable) as well as an instruction session. It can be carried out by our technicians or, in accordance with the manual, by the operator themselves.
Are there videos or instructions for commissioning?
Yes, on our YouTube channel you will find commissioning videos and shorts; the 12 L and 23 L devices are almost identical to handle. In addition, we offer a free instruction session via video chat.
Do I get an instruction session for the device and how does it work?
Yes, an instruction session is available free of charge via video chat (e.g. by smartphone) or by phone; on request we also come on-site. Appointments can be arranged conveniently online.
Do you offer staff training?
Yes, an instruction session is included on-site at commissioning or initial validation. On request we additionally offer training of your staff in instrument reprocessing and sterilisation.
How soon can I use the autoclave after delivery?
You can use the autoclave immediately after delivery and simple commissioning. Any required initial validation is carried out on-site in a separate appointment and can also be done afterwards.
At what interval is maintenance prescribed?
Maintenance is generally prescribed every 24 months, but earlier as soon as 1,000 sterilisation cycles are reached - whichever occurs first. This applies throughout the DACH region regardless of actual usage.
Is maintenance also required after 2 years even with low usage?
Yes. Maintenance is legally due every 24 months, regardless of the actual number of cycles. Only with very high usage does it become due earlier, as soon as 1,000 cycles are reached.
How many cycles does an autoclave run before maintenance is needed?
Maintenance is due after no more than 1,000 sterilisation cycles or 24 months - whichever occurs first.
What does maintenance cost?
There is on-site maintenance including travel plus spare parts, as well as a cheaper ex-works variant. We tell you the exact flat-rate prices transparently in advance; we are happy to prepare an individual offer for you.
What is a maintenance contract and what does it include?
The maintenance contract secures the prescribed maintenance and can extend the warranty. We remind you in good time of the due date, arrange it and take care of the execution, spare parts and report; the contract itself is free - only the maintenance fees apply.
How do I conclude a maintenance contract?
You can conclude the contract at any time after purchase - you do not have to do this immediately but can wait until the maintenance is due. You will find the contract template at steri24.de; you fill it in, send it back and receive it countersigned in return.
Are travel and transport costs included in on-site maintenance?
Yes, with on-site maintenance the travel is included - no transport of the device is necessary. Throughout the DACH region the travel is free of charge.
How much time do I need to allow for maintenance?
On-site maintenance is usually completed in a single appointment. With ex-works maintenance the device is collected and delivered back after a few working days; during this time a limited number of loaner devices is available.
What is done during maintenance?
During maintenance, all critical wear parts are inspected and replaced as scheduled (e.g. seals, filters, valves) and the function of the device is checked. This keeps the autoclave reliable and durable in the long term.
Who carries out maintenance and repair?
Maintenance and repair are carried out by our own trained service technicians or authorised service partners - either on-site at your premises or ex-works.
Are there service partners in my region?
Yes, we have trained service partners on-site throughout the DACH region. You can find the nearest location in your region on the service map at steri24.de/de/info/servicemap.html.
Does my device have to be sent in for a repair?
Not necessarily. Depending on the case, a technician comes to you on-site, or the device is sent in for repair - even without a maintenance contract and after the warranty has expired. Report the defect with a description and photos via steri24.de/help.
How quickly is a technician on-site in the event of a defect?
In the event of a defect, our technicians are usually on-site within a few working days, depending on the location. For emergencies there is additionally a 24-hour hotline.
Is there a loaner device during maintenance or in the event of a defect?
Yes, we provide a limited number of loaner devices, especially in the event of repair, so that your practice operation is not interrupted. The loaner device is supplied with accessories such as the manual and a gripping tool.
Do you also offer service and repair after the warranty has expired?
Yes, we repair and maintain your device even after the warranty has expired - even without a maintenance contract. The usual service and spare-part costs then apply.
What should I do if my autoclave shows an error?
Most faults are harmless and quickly fixed yourself. Describe the error with a photo of the log via the service form at steri24.de/help; a technician will then get in touch with a proposed solution or to arrange an appointment.
What does error E13 mean and how do I fix it?
Error E13 means too little water in the fresh-water tank. You can finish the current cycle; for the next cycle, top up the tank and switch the autoclave off and on again to clear the message. With automatic filling, a reset is usually sufficient.
What does error E14 mean and how do I fix it?
With error E14, please gently shake the maximum-level sensor in the feed-water tank. If you do not hear a beep, this sensor must be replaced by a service technician. As the error is not critical, we will find a suitable appointment; please leave your contact details for this.
What does error E16 mean and how do I fix it?
Error E16 is usually caused by operation and can often be fixed quickly. Fill in the form at steri24.de/help; you will receive a proposed solution, and if it does not help, a technician is automatically involved.
What does an error during the vacuum test mean (Fail 01/02)?
An error during the vacuum test usually indicates that air is flowing into the chamber and that the contact pressure of the door seal must be increased or the seal replaced. You will find a quick guide on the inside of the door; if that does not help, please fill in the form at steri24.de/help.
What should I do if the door stays locked?
A locked door can often be solved by switching off and on again or together over the phone. Report the problem with a description and photos via steri24.de/help; if water is leaking or the door stays locked, we will contact you for further help.
My thermal printer no longer prints at the end of sterilisation - what should I do?
First check the paper roll and its correct seating; the thermal paper is often inserted the wrong way round or empty. If that does not help, please fill in the service form at steri24.de/help, then a technician will assist you.
What does the message "Poor water quality" mean and how do I fix it?
The message appears when the water has been in the tank too long or the filters of the water treatment are exhausted. Empty and clean the tank, fill in fresh distilled water from a new canister; with an external system, change the filters.
This message appears even though I use distilled water - what should I do?
Even fresh distilled water can trigger the message if the sensor is dirty or water has been in the tank too long. Empty and clean the tank, fill in fresh water from a new canister; if the message persists, please fill in the form at steri24.de/help.
There is water in the chamber or instruments are damp - what should I do?
Residual moisture or standing water can have several causes (e.g. loading, drying, seal). Fill in the form at steri24.de/help, then a technician will get in touch with a suitable solution.
Water or steam is escaping from the safety valve - what should I do?
If steam or water escapes unusually, switch the device off as a precaution and fill in the service form at steri24.de/help. A technician will check whether the valve or the seal is affected.
My autoclave constantly demands water even though the tank is full - what should I do?
This is often due to a faulty level sensor or clogged hoses. Please fill in the service form at steri24.de/help; a technician will then get in touch with a solution.
The device demands a service password and cannot be operated - what should I do?
The service password is intended only for technicians and is not handed out. Fill in the service form at steri24.de/help or contact support; a technician will assist you with unlocking.
How do I access the service menu or calibrate the device myself?
The service and calibration menu is reserved for service technicians and should not be changed on your own, as this impairs process reliability. Contact our support; a technician will carry out the calibration together with you.
Which devices are medical devices and which are not?
Autoclaves and our higher-grade ultrasonic cleaners are medical devices. Sealing devices fall under the Machinery Directive and only bear the CE mark. For the reprocessing of critical A instruments, an ultrasonic cleaner declared as a medical device is not strictly required.
How long does an autoclave last with regular maintenance?
With regular maintenance, our autoclaves achieve a long service life of many years, because critical wear parts are replaced as scheduled. Compact devices with a smaller pump naturally have a somewhat shorter service life.
Do you also provide maintenance and service in Austria and Switzerland?
Yes, we also have trained technicians and service partners in Austria and Switzerland who come on-site for installation, maintenance and repair. The travel is free of charge; in Switzerland the service costs are somewhat higher.
Does the maintenance contract also apply in Switzerland?
Yes, the maintenance contract also applies in Switzerland; we come on-site with free travel. The costs there are somewhat higher than in Germany and Austria.
Why does Steri24 offer such a comprehensive on-site service despite fair prices?
Unlike many providers who have devices sent in for repair for weeks, we work with our own technicians and a dense service network in the DACH region. This keeps you able to work even in the event of a fault - with on-site service and a loaner device instead of a long wait.
How do I book a maintenance or service appointment?
You can book the maintenance directly online or send your contact details to support; we then prepare a non-binding offer and arrange an appointment - either on-site or ex-works. You usually receive an appointment promptly, and in urgent cases even sooner.
Which documents are needed for a maintenance appointment?
What is usually needed is a current vacuum-test log, a photo of the autoclave including the type plate on the back, and the initial-validation report if applicable. Send these to support; we then arrange the appointment with you afterwards.