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Did you clean the plate contacts with alcohol? How old is the plate? Is the glue that holds the grid in place turning brown? If it is, it may need to be replaced. Call (336) 499-2505 and ask for free email supplemental cleaning instructions before you do anything else. The instructions may help you solve the problem.
When that message appears the plate does not make good contact with the two contact points. You can use rubbing alcohol and a q-tip to clean the points. After 1-2 years it is also advisable to change the purifier plate. Plates are about $15 and can be purchased at EcoQuest.com
If the plate is dirty (and this can unnoticeable grime-grease) clean the plate with 1 part clear ammonia and 1 part water. An old tooth brush works great.
I have not experienced it but I know that if you bought your FreshAir from a dealer with EcoQuest you are entitled to a 3 year warranty. Contact the manufacturer EcoQuest at 1-800-989-2299 and choose technical assistance from the menu. You will be guided through some trouble shooting and if needed you will get an RMA number so you can send your unit in for repair.
If you are not in contact with your EcoQuest dealer anymore and the unit has never been registered with the company you need a purchase receipt with the date on it.
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