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Phil
On the right hand side of the filter head behind the adaptor unit (adaptor unit is where the pipe attached) there is a priming button give that a push a couple of times, that should move it - another trick is to kink or bend the other incoming water pipe it will force the filter to draw water into the unit via the pipe with the air lock - if you had those inline shut off taps your can prime each of the intake pipes individually, my filter did the same thing as yours and I thought the first time it happened - eye eye not enough test by eheim at the factory. Six hours later I got it working - what was happening was - when I was pumping the priming button water was been drawn back into the filter by the water outlet pipe which filled the recess in the pre filter tray, in the middle of the recess there is a little flap, this flap only allows the water to flow one way and if there is water within the recess the flap won't work correctly as the water creates resistance, it does state within the manual to make sure there is no water within the recess - make sure after cleaning there is no residual water in the recess and when primming lift the spray bar above the water level so no water can be draw backward or when refilling the tank after water change prime pump before the water level get to the spray bar.
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