Troubleshooting Guide

** It is imperative to identify your Faucet model to determine the correct replacement part number(s), as the size and/or number of the replacement part(s) will vary from Faucet model to Faucet
model. Please see your Faucet model’s replacement part list to determine the correct replacement part number(s). Contact MOEN at 1-800-Buy-MOEN or 1-800-289-6636 for further assistance.
1
Problem
Specific Issue
Typical Cause(s)
Possible Solutions
Contacting MOEN
Leaking
Kitchen Faucet leaks at the bottom of the
spout
Non-pullout or non-pulldown
models
A scratched or torn o-ring or
rubber seal not sealing properly
inside the spout can cause a leak.
A. Replace the o-ring(s) inside of the spout. The number of o-rings inside of your spout will vary
depending on the model. It is essential to identify the model of the faucet in order to obtain the proper
MOEN service kit with the correct spout o-rings for your model; and different models utilize different
sizes of o-rings. Remember to clean the inside of the spout and the outside of the valve body when
replacing the o-rings, as well as lubricating the o-ring(s) with silicone-based grease (MOEN part
number 99915, included with o-ring kits). Or, to purchase the silicone-based grease (MOEN part
number 99915), please call MOEN at 1-800-Buy-MOEN or 1-800-289-6636. Do not use plumber's
grade faucet grease, silicon sprays or any lubricant that may contain petroleum. Petroleum based
lubricants may react with the rubber seals and could cause the spout to become difficult to operate.
For Further
Assistance,
MOEN U.S.
1-800-Buy-MOEN
(1-800-289-6636)
Pullout or pulldown models
Vacuum breaker within the spout
receptor may not be sealing
properly.
A. Check the connection between the hose and the wand; there should be a screen washer or o-ring
that provides a seal. If either is missing or compromised, they will need to be replaced.
B. If your model has a vacuum breaker, it may be leaking. Replace the vacuum breaker or install a
vacuum breaker conversion kit inside of the spout receptor.
Fixture leaks from end of the spout
Scratched o-ring or grommet on
the cartridge. On models that use
a handle mechanism, a broken
part could also be the cause.
A. Replace the cartridge (one-handle models) or cartridges (on two-handle models).
B. If the faucet uses a handle mechanism, inspect the parts. If broken, the handle mechanism will need
to be replaced.
Note: Improper installation of the handle mechanism can cause this specific issue to occur.
Side Spray leaks when Faucet is turned
on
The Side Sprayer is not able to
shut off completely.
A. The Side Sprayer would need to be replaced. It is imperative to identify your model because the
side sprays are unique to certain models. To determine your model, please see the replacement part
list. Make sure the correct connection type is obtained for your faucet. Look underneath the sink to
view the connection of the side spray hose to the discharge tube of the faucet. It is possible to have
either a threaded connection (identified by a metal nut at the end of the hose) or our Hydrolock or
Duralock connection (a black piece with a white clip at the end of the hose; or a white piece with a
black clip) on the side sprayer hose.
Kitchen Faucet leaks between the spout
and the handle
Often caused by a scratched or
torn o-ring on the cartridge or
spout.
Non-pullout or non-pulldown Models
A. This issue should be resolved by replacing the o-ring(s) inside of the spout, as well as the cartridge.
The number of o-rings inside of your spout will vary depending on the model. It is essential to identify
the model of the faucet in order to obtain the proper MOEN service kit with the correct spout o-rings for
your model; and different models utilize different sizes of o-rings. Remember to clean the inside of the
spout and the outside of the valve body when replacing the o-rings, as well as lubricating the o-rings
with silicone-based grease (MOEN part number 99915, included with o-ring kits). Or, to purchase the
silicone-based grease (MOEN part number 99915), please call MOEN at 1-800-Buy-MOEN or 1-800-
289-6636. Do not use plumber's grade faucet grease, silicon sprays or any lubricant that may contain
petroleum. Petroleum based lubricants may react with the rubber seals and could cause the spout to
become difficult to operate.
B. The correct cartridge will need to be identified and replaced.
Pullout or pulldown Models
A. Replacing the appropriate cartridge for your faucet model should resolve the issue.