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Technical Support
Frequently Asked Questions
- What is the warranty on your equipment?
- All CaptiveAire equipment includes a two years parts warranty with purchase. The warranty period begins on the product ship date. Labor is not covered under warranty.
To place a warranty order, contact CaptiveAire Tech Support at 1-866-784-6900. When calling, please have your job number ready. The job number can be found on the white unit model tag.
Additional warranty information can be found in the owner's manual.
- All CaptiveAire equipment includes a two years parts warranty with purchase. The warranty period begins on the product ship date. Labor is not covered under warranty.
- I have purchased used equipment. Where can I find the spec sheet?
- All CaptiveAire equipment is custom built as designed for the original location. Therefore, our drawings and spec sheets only apply for the original location and design. General information for CaptiveAire equipment can be found on our website under "Our Ventilation Products."
- I need to schedule a service call and my equipment is under warranty. Who should I call?
- If your equipment is less than two years old, you should contact the installer. If the equipment is older than two years, please contact CASService to set up an appointment.
- Where can I find the job number for my equipment?
- In most cases, a job number is required to answer specific questions pertaining to your equipment. The job number can be found on the white unit model tag. Some jobs have several different job numbers, so it is very helpful to have the job number of the specific piece of equipment for which you are calling.
- In most cases, a job number is required to answer specific questions pertaining to your equipment. The job number can be found on the white unit model tag. Some jobs have several different job numbers, so it is very helpful to have the job number of the specific piece of equipment for which you are calling.
- How often should belts and filters be changed? How often should maintenance be done?
- Belts and filters should be checked (and cleaned or replaced as needed) quarterly. In severe conditions or heavy-duty applications, it may be necessary to check more frequently. To maximize the life of your equipment and maintain adequate safety levels, it is strongly advised that no longer than 6 months pass between consecutive maintenance visits.
- Do I need to install the room temperature sensor?
- Room temperature sensors are necessary for the system to automatically monitor cooking equipment and activate in compliance with the international mechanical code. When using Demand Control Ventilation (DCV), the room temperature sensors enable the system to adjust fan speeds based on temperature variations.
- Where should I install my room temperature sensor?
- The room temperature sensor should be installed approximately 6 feet above the floor in order to obtain an accurate reading. The sensor should not be installed on the roof or above the ceiling. The ideal sensor placement would be similar to the location of a heating/cooling thermostat.
- Why is "Temperature Sensor XX Not Connected" displayed on my control panel?
- The control panel is programmed for temperature sensors, and it detects when a sensor is not connected or wired in properly. Refer to the wiring diagram on the door of the control panel and make sure all sensors shown are wired in.
- The control panel is programmed for temperature sensors, and it detects when a sensor is not connected or wired in properly. Refer to the wiring diagram on the door of the control panel and make sure all sensors shown are wired in.
- My hood is not capturing properly. How can I fix it?
- Make sure the exhaust and makeup air fans are running and ensure that all hood filters are clean. In some cases, filters may look clean, but may be internally clogged. For optimum hood performance and fire safety, filters should be cleaned daily. If the problem persists, please contact CaptiveAire Tech Support at 1-866-784-6900.
- My old hood used to pull much harder than this one. Why doesn't my new hood move as much air?
- CaptiveAire's kitchen ventilation systems are designed with energy efficiency in mind. We move the least amount of air necessary to remove all smoke and grease without pulling in too much air from the HVAC system. This guarantees an excellent system performance at the lowest possible operating cost.