If your Rinnai INFINITY® water heater is not working properly, please check the following points:

  • If Rinnai INFINITY® water heater controller(s) are installed on the wall in a kitchen or bathroom, are they turned on? Please note that you will need to turn controllers back on after a power cut

  • Is there power at the appliances power point? For the Rinnai INFINITY®, the switch is often located outside.
    Tip: Plug in a phone charger or similar to check if the power point is working.

  • Is there a fuse that has been tripped relating to the appliance? If the fuse or circuit breaker (RCD) has tripped this may be indicative of an electrical fault, as generally fuses or RCDs do not trip out without cause. We advise replacing the fuse or resetting the RCD. If the circuit trips again an electrician or other qualified person needs to be called.

  • Is there gas in the LPG cylinder?

  • Is the LPG cylinder valve open?

  • If the LPG cylinder has just been replaced or if the Rinnai INFINITY® has not been used for some time, you may need to bleed air out of the gas line. Go to a mixer tap in the house and turn it to the full hot position. Then turn the tap handle on and off 10 times. Check if hot water is being produced. If not, repeat for a further 10 times and then check.

  • The size of the LPG cylinder needs to be 45kg for the Rinnai INFINITY® to operate properly. Smaller cylinders will “freeze up” in cold weather.

See below for further FAQ's.


Like any appliance, it’s recommended to service your Rinnai gas appliance regularly to ensure reliable operation. Rinnai appliances installed in a normal residential situation should be serviced every two years.

If you’d like to schedule a service just give us a call: 0800 RINNAI ( 0800 746 624 )
* As the world’s largest gas appliance manufacturer, Rinnai is widely regarded as the industry leader.
* Rinnai products are known throughout the world for their superior quality, safety, technology and sophisticated control systems, all factories are ISO 9001 and/or ISO 14001 certified.
* We have an established 40 year history in New Zealand.
* Rinnai are happy to advise that we now have an IANZ accredited Test Lab for MEPS testing on Hot Water Cylinders. The lab uses the latest in test equipment and can test all type of Hot Water Cylinders for MEPS heat loss testing.
We realise there's a lot of information out there. Water heating is important and it's better to spend the time up front deciding on what you need and what's important. We have an experienced customer service team that can walk you through the process. For those more complicated projects we also have a free specification service.
Give us a call: 0800 RINNAI ( 0800 746 624 )

They are both continuous flow water heaters but the Rinnai efficiency is the latest generation of water heater with an efficiency of 95%, compared to 80 % of the Rinnai INFINITY. The Rinnai efficiency has an additional heat exchanger. The second heat exchanger enables the efficiency range to extract even more heat from the gas, meaning less energy is required to meet your hot water requirements.
Digital controllers allow you to select the exact temperature of the hot water at the outlet. This has a number of benefits:

* Safety, especially if you have young children, the hot water can be pre-set to a child-safe level
* No need to mix hot and cold water, this reduces the changes in water temperature when another tap in the building is turned on
* You use your continuous flow unit more efficiently as less gas is required to heat water to 40 °C (typical shower temperature) than at 55 °C (which is the default temperature without controllers)
* Highlights any problems (disruption in gas supply etc.) by displaying error codes on the controller
Installation costs are difficult to provide as every installation is different. Factors such as the length of pipe required , whether you have accessories fitted, how far away you live and choosing an internal or an external unit all influence the overall cost.

If you’re interested in a Rinnai hot water heating solution, we highly recommend you get an installer to come on site and provide a quote. Call our customer service team (0800 746 624) who can provide options for installers in your area.
Savings are influenced by a number of factors including cylinder size, hot water use profiles and plumbing system design. Savings of up to 10% have been observed. The savings claim is verified by results from European tapping tests. The European efficiency testing standard for a hot water system uses “tapping’s”. Tapping's are calls for hot water from the cylinder at various times to simulate real life hot water use.
The control pad for the Rinnai Smart Cylinder™ is connected to the thermostat in the cylinder via a cable. Due to electrical compliance requirements, mounting the control pad on the cylinder is currently the only option. Like any product, there will be continuous improvement over time and eventually there may be the option to have a wireless controller or the technology to control the unit via mobile phone.

The current design is a huge step forward in the efficiency of the electric hot water cylinder market in NZ. The great thing about the Rinnai Smart Cylinder™ is that it works very well with not much input from you, the homeowner. The control is a set and forget product which allows you to make savings without having to do anything, it isn’t a control that you need to check or adjust. When the cylinder is installed, the level is set on the control pad (most people choose level three, the default setting) and then the cylinder begins to learn your habits and make savings. There may be the odd instance when you may want to change the mode. For example if you are going on holiday or have guests staying and your hot water pattern changes.
We are not currently working on this and have no timeframe by which we might start.
There are a few options here: You could put the cylinder onto manual mode, which will result in it working in the same way a standard electric hot water cylinder (there will be no savings during this time period) and then revert back to your preferred setting once your guests have left. Alternatively, if you still want to enjoy some savings then you can increase the level of comfort on the controller, which means that the cylinder will produce more hot water, while still delivering savings.
The system spends the first week learning a pattern, then by the end of the second week it starts to apply savings. As patterns change this is gradually integrated into the savings algorithm and the smart cylinder updates its heating pattern on an on- going basis.

The cylinder is covered under the warranty for the cylinder type, i.e. Stainless Steel has a 10 year warranty , while the Mains Pressure Enamel range has a 7 year warranty .

The Smart controller as a component has a warranty period of 1 year from the date of installation.
We would love to be able to put Smart control on every hot water cylinder in NZ, but due to electrical compliance requirements we can only supply these as part of a complete unit – the Rinnai Smart Cylinder™. There are also complexities with selling the Smart controller as a standalone item, as the control is developed specifically for each size hot water cylinder, to ensure maximum efficiency as well as for safety reasons.
The Rinnai Smart Cylinder™ has an anti legionella feature built in which meets the requirements of the New Zealand Building Code₁. To disinfect water for legionella bacteria, the system will perform heating above 60 °C whenever risk conditions are detected.

₁Clause G12.3.9
Yes. The majority of modern gas fires have electronic ignition and safety components that require electricity.

For customers concerned with power outages, there are commercially available battery backup systems. One provider is Helio ( who supply systems specifically designed for use with gas space heaters and water heaters.
For flues terminating through the roof there is a requirement for how far the flue terminal needs to be from the building. This clearance is required to ensure products of combustion are cleared adequately. Rinnai recommends the flue cowl should have a 500 mm clearance from any part of the building.

For more information, refer to the installation manual of the gas fireplace you are interested in – available on our website.
With the exception of the Compact 2 model, all Rinnai fires may be suitable to have a TV installed above them.

Rinnai fires incorporate a fan that distributes warm air outwards into the room rather than directly upwards, meaning that installation of a TV may be an option. Please refer to the Specification guide for gas fireplaces for recommended installation clearances.

It is the responsibility of the owner to check the TV installation instructions with the TV supplier to verify clearances. Some TV manufacturers have warranty conditions that state a TV is not to be installed above a fireplace. Rinnai does not accept any responsibility for damage to a TV resulting from the use of this information.
This is a fireproofing box that isolates the appliance from combustible materials.

For the Linear, Evolve, Symmetry and Arriva models, this is integrated into the design of the fire. For the Neo inbuilt, Ember and Compact gas fires, a zero clearance frame or box needs to be purchased in addition to the fire if the installation requires isolation from combustible materials.
For reliable operation, Rinnai gas fires should be serviced every two years (including inspection of the flue system). If they are in a particularly dusty environment or subject to excess lint (for example dog hair or where there are newly laid carpets) then annual servicing is recommended.

If you’d like to schedule a service, you can do this online or just give us a call: 0800 RINNAI ( 0800 746 624 )