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SOLVED - Breville / Sage Dual Boiler BES920 Descale Message Stuck and Not Resetting

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  • SOLVED - Breville / Sage Dual Boiler BES920 Descale Message Stuck and Not Resetting

    I've had this problem for well over a year now and I'm really pleased to have stumbled across a solution... First I'll explain what was happening / then how I fixed. Hope this helps.

    PROBLEM

    No matter what I did the 'descale' message didn't reset, and appeared every time I turned the machine on. I was told by a service company that the 920 does not have any scale sensors as such and that it just works on a timer (presumably related to the hard water setting selected 1-2-3). Anyway it appears to have got it's software 'stuck'

    THINGS THAT DIDN'T WORK

    I tried descaling a number of times, leaving the solution in overnight, using the documented 'reset' function. None of this worked.

    WHAT EVENTUALLY WORKED

    There is an additional reset function that I found by accident. Try the following:

    1. POWER OFF
    2. Holding the 'ONE CUP' and 'TWO CUP' buttons, press the power button MULTIPLE TIMES until the screen comes on with '00:00' displayed.
    3. Press the 'UP' button (which increments the numbers 01:00, 02:00, then some counters I think etc etc) about 12 times until '3r5t' is displayed. Is this 'Engineers Reset' ??
    4. Hold the 'MANUAL' button for 3 seconds which will have lit up - the machine will beep 3 times and '3r5t' will flash.
    5. Press the 'POWER' button and the machine will enter it's startup routine.

    Hope that helps. Usual disclaimer here that I really don't know what is happening here, it's not documented as far as I know.

    So whilst this worked for me, please proceed at your own risk.

    If anyone knows more about this / would like to add detail I'd love to find out more please comment.
    Last edited by andyskip; 19 December 2019, 09:41 PM. Reason: Improving the detail.

  • #2
    It's designed to reset all stored errors and displayed messages, to be used after replacing faulty parts once the machine has been restored to 100% working condition or to attempt to clear any glitches or other strange operating conditions.
    Clearing the codes can sometimes be annoying when diagnosing problems or trying to look back over the service history of the machine but it's not really that big of a deal.

    Also, you don't need to press the power button multiple times. Just press and hold the one and two cup buttons, then, press and hold the power button and wait until the screen turns on.

    Comment


    • #3
      Originally posted by noidle22 View Post
      It's designed to reset all stored errors and displayed messages, to be used after replacing faulty parts.
      Thanks for the reply. Would you be willing to share any service info you have?

      The customer support we get here in the UK is really poor, and as this is an Aussie machine I hope you have better access to expertise.

      I was told (mis-led!) multiple times that I should have used the Breville (Sage) branded de-scaler / that sensors were coated etc. And of course this is rubbish. There are no such sensors in this machine as far as I know, just a software timer.

      Anyway end of rant. Thanks.

      Comment


      • #4
        Fault Log menu for BES920

        To get into the Fault Log settings for the BES920, do this:

        Make sure machine switched off at control panel. Then, hold '1 cup' and '2 cup' buttons simultaneously for about 4 seconds before pressing 'on' button.

        Press 'menu' button to display your current cup count divided by 10. (I think this can show up to 9999, meaning 99,990 coffees dispensed. Presumably this counter will rollover and start back at 0000 when you have exceeded this limit. I would really love to see an old warhorse 920 that can do 100k coffees in its lifetime! So far, I am up to about 4k coffees over 3 years.)

        Please note there are slight differences in the UI and buttons to be pressed, depending upon which firmware has been installed in your machine.
        The 'menu' button will toggle between seeing error codes and the current cup counter.

        Press 'menu' button again to see error codes, then scroll through the number of occurrences of the error codes from 0 to 12, using 'up' and 'down' buttons.
        eg. 01:02 will show that error code 01 has 2 occurrences
        But most will be clear, like 01:00, 02:00 etc.
        When 'ErSt' is displayed you have the option to clear the codes by pressing 'manual' button. This resets the error codes only, not the coffee cup counter.

        At the end, press 'exit' button to exit this menu and start up the machine normally.

        The error codes corresponding to 00 to 12 are:
        00 Steam boiler NTC error
        01 Steam boiler NTC error
        02 Coffee boiler NTC error
        03 Coffee boiler NTC error
        04 Group head NTC error
        05 Group head NTC error
        06 No water in steam boiler
        07 Water over flow condition in stem boiler
        08 Coffee water flow failure
        09 No water in coffee boiler detected at startup
        10 Coffee NTC over temp
        11 Steam NTC over temp
        12 Group head NTC over temp

        Comment


        • #5
          I guess the curious 'Er5t' probably stands for 'error reset' then. But interestingly in my case did more than clear the error counts, it also cleared the 'descale' warning that I just could not get rid of and was irritating me. Will be interesting to see whether it now comes back on again when it should and whether it clears again after a descale.

          Just out of interest, any idea the difference between 00/01 or 02/03 etc? I presume NTC is the thermistor? Anyway thanks again for posting...

          Comment


          • #6
            Brilliant solution and good information. No idea how you ever came up with it all, but I am grateful for it.

            Cheers!

            Comment


            • #7
              Originally posted by andyskip View Post
              I've had this problem for well over a year now and I'm really pleased to have stumbled across a solution... First I'll explain what was happening / then how I fixed. Hope this helps.

              PROBLEM

              No matter what I did the 'descale' message didn't reset, and appeared every time I turned the machine on. I was told by a service company that the 920 does not have any scale sensors as such and that it just works on a timer (presumably related to the hard water setting selected 1-2-3). Anyway it appears to have got it's software 'stuck'

              THINGS THAT DIDN'T WORK

              I tried descaling a number of times, leaving the solution in overnight, using the documented 'reset' function. None of this worked.

              WHAT EVENTUALLY WORKED

              There is an additional reset function that I found by accident. Try the following:

              1. POWER OFF
              2. Holding the 'ONE CUP' and 'TWO CUP' buttons, press the power button MULTIPLE TIMES until the screen comes on with '00:00' displayed.
              3. Press the 'UP' button (which increments the numbers 01:00, 02:00, then some counters I think etc etc) about 12 times until '3r5t' is displayed. Is this 'Engineers Reset' ??
              4. Hold the 'MANUAL' button for 3 seconds which will have lit up - the machine will beep 3 times and '3r5t' will flash.
              5. Press the 'POWER' button and the machine will enter it's startup routine.

              Hope that helps. Usual disclaimer here that I really don't know what is happening here, it's not documented as far as I know.

              So whilst this worked for me, please proceed at your own risk.

              If anyone knows more about this / would like to add detail I'd love to find out more please comment.
              This just worked for me - thank you.

              Comment


              • #8
                Excellent information. I, like others, have not had the best help from customer support in the UK who I was told to contact although I live in Ireland! I've had my 920 for 4 years and always had problems with the descale process. Every time I end up with the dreaded 3 beeps when trying to use the steamer after descale, the boiler simply doesn't refill. The repeated requests to do the descale process again and again are simply no help. There isn't a service for repair in Ireland which is annoying. I resorted to the old fashioned method, lid off, sensors out of the boilers, descale solution in via small pipe, drain, flush. The only problem was that the 'Descale' message came on every time the machine was switched on, now thanks to the 'Fault Log Menu' above I have cleared the alarm. Many thanks again.

                Comment

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