Richmond tankless heater displays error 11 and will not ignite; fan runs but burner does not light.

Safety first: Turn OFF power and gas. If you smell gas, do not attempt to light any appliance—leave the area and call your gas supplier.

• Confirm gas supply: Verify that the manual gas shutoff valve to the heater is fully open. Check that other gas appliances (stove, furnace) operate normally.
• Inspect igniter: Remove the front cover and locate the igniter near the burner. Check for cracks in the ceramic insulator or heavy carbon buildup. Clean the metal tip with fine abrasive pad and ensure the gap and position match Richmond specifications.
• Check burner area: Look for dust, lint, or rust flakes on the burner surface and around the orifices. Gently vacuum and brush the area clean.
• Reset and test: Restore gas and power, then open a hot water tap to initiate ignition. Observe through the sight glass (if provided) for spark and flame. If there is spark but no flame, gas pressure or the gas valve may be at fault.
• Professional service: If error 11 persists, a licensed technician should measure gas pressure and may need to replace the gas control valve or ignition assembly.