What information do I need when requesting technical support?
If you need technical support for an ATC chiller, providing as much information as possible with your initial enquiry can help our team to understand the problem and begin diagnosing it more efficiently.
Where possible, have the following information ready when you contact ATC.
Chiller model and serial number
Please provide the model and serial number of the chiller.
The serial number is a unique identifier that helps us identify your particular equipment, its original specification, and configuration.
You can normally find the serial number on the rating plate attached to the chiller, typically on the rear or side of the unit depending on the model. Look for a number marked “SN” or “Serial Number”.
A clear photograph of the complete rating plate can also be useful.
If you cannot find the serial number, send us the model number and photographs of the chiller and any available labels.
Description of the problem
Describe what the chiller is doing and, where possible, when the problem first occurred.
Useful information might include:
- Whether the chiller is running
- Whether it is cooling
- Whether the problem is continuous or intermittent
- Any unusual noises or behaviour
- Whether coolant flow appears to have changed
- Whether there are any visible leaks
- What happens immediately before the problem occurs
Rather than simply telling us that the chiller “isn’t working”, describe the symptoms you can see or heat. This can give our team a much clearer starting point.
Alarm or error messages
If the chiller is displaying an alarm, warning, or error message, provide the exact message or code shown on the controller.
A clear photograph of the display can be particularly useful.
If the alarm appears intermittently, let us know when it occurs – for example, immediately after start-up, after the chiller has been operating for a period, or when the process is running.
Setpoint and actual operating temperature
Tell us:
- The temperature setpoint entered into the controller
- The actual temperature being displayed
- Whether the temperature is stable or continuing to rise or fall
- Whether the chiller previously maintained the required temperature successfully
For example, knowing that a chiller is set to 20°C but is currently operating at 27°C is much more useful for diagnosis than simply reporting that it “isn’t cooling properly”
What is the chiller cooling?
Briefly describe the application or process connected to the chiller.
Understanding what the chiller is cooling can help our team to put the symptoms into context and consider factors such as the process heat load and operating conditions.
If you know the approximate heat load, required flow rate, or other relevant process information, include this too.
Which heat transfer fluid are you using?
Tell us the process fluid currently circulating through the chiller, including the product and concentration where known.
For standard ATC chillers, ATC recommends Hexid or CoolFlow inhibited glycol-based coolants.
Fluid condition can also be relevant when diagnosing cooling or flow problems, so let us know if the fluid appears contaminated, discoloured, or otherwise different from normal.
Have there been any recent changes?
Tell us about anything that changed before the problem appeared.
For example, has the:
- Process or equipment being cooled changed?
- Chiller setpoint been changed?
- Heat transfer fluid been replaced or topped up?
- Chiller been moved?
- Pipework or hoses been altered?
- Process flow been changed?
- Electrical supply been changed?
- Chiller recently been shut down or restarted?
- Application recently been serviced or modified?
Even a change that appears unrelated can provide useful information when diagnosing a fault.
Should I send photographs or videos?
Useful photographs might include:
- The complete chiller
- Rating plate
- Controlled display or alarm message
- Fluid connections and pipework
- Any visible leaks
- Areas of damage or concern
A short video may also be useful for demonstrating unusual noises, intermittent behaviour, or what happens during a start-up.
Please do not remove covers or access internal electrical or refrigeration components simply to take a photograph or video.
What should I send ATC?
For the quickest starting point, please provide:
Chiller: Model and serial number
Problem: A clear description of the fault or symptoms
Alarms: Any error codes or messages displayed
Temperature: Current setpoint and actual operating temperature
Application: What the chiller is cooling
Fluid: Heat transfer fluid and concentration, where known
Changes: Anything that changed before the problem started
Supporting Information: Relevant photographs or videos.
The more relevant information that we have at the beginning or the enquiry, the easier it is for our team to understand the problem and advise on the next steps.
