When the drain will not open when you turn the handle, or the drain will not stay open unless you hold the knob, the stainless steel cable that links the handle to the stopper has almost always come off its armature or broken, and it can be fixed without removing the tub. The cable runs inside a black sleeve from the vent assembly under the handle to a small connection box on the drain, and both ends are reached through the front access panels. Turn the handle while watching the stopper: if one drain lifts only a little and the other not at all, or the dials do not open the floor drains on either side, the cables are the first thing to inspect. The complete repair is in replacing the drain cable and adjusting drain height.

Likely Causes

• Someone stepped on the open drain, which puts tremendous stress on the cable and can snap it at the bottom.
• The cable barrel end has slipped off the armature inside the connection box, so the handle turns freely and nothing lifts.
• The cable has frayed or stretched, so the stopper rises only part way or drops back when you let go of the knob.
• The drain stem is not making a positive connection with the armature after a previous adjustment.

What to Check, in Order

1. Turn the handle fully open and watch the stopper. A handle that spins with no resistance points to a detached or broken cable; one that stops early points to a stretched cable or a stem set too low.
2. Remove the front access panel and find the small service panel on the drain connection box. Planning service access shows where the panels are on each model, and on the LayDown 32x72 the side panels come off to reach the linkage.
3. Take the small panel off the connection box and look at the armature. If the cable barrel end has simply slipped off, seat it back on the armature with the flat side of the cable connection facing up and test the handle.
4. If the cable is frayed or snapped, it needs replacing. Note your model and serial number so the correct cable is matched; ask for the cable by your model rather than by a guessed length.
5. Fit the new cable following the video, then confirm the drain stem connects positively to the armature and the handle sits straight up and down to indicate open and closed.
6. Finally check the plug height. A stopper that seals when closed and lifts fully when open is set correctly; drain plugs, stems and gaskets covers the stem adjustment and lock nut.

The video removes the small service panel on the drain connection box, pulls out the armature to release the cable barrel end, takes the handle off with an allen wrench, removes the retaining ring and vent assembly, screws in the new cable and tightens the locking nut, then silicones and refits the assembly and seats the barrel head on the armature flat side up before replacing the panel and handle.

When to Open a Ticket

Order the cable through your Ella dealer or the team at (800) 480-6850, or open a ticket at ellasbubbles.com/support. Include your model and serial number, a photo of the broken or frayed cable end, and a note on which drain is affected so the right part goes out the first time.

Common Questions