Troubleshooting the De Jong Duke Virtu and Nio

How to fix issues popping up with your Virtu or Nio office coffee machine from error messages, power, and more.

Is your De Jong Duke office coffee machine acting up? Has the screen frozen? Is there an error message that just won’t go away, preventing you from the elixir of life we all know and love???

Fear not. Through this guide, you will get some tips and tricks on getting your De Jong Duke back to life by checking out a few common issues that we run into:

  1. Power issue - the machine appears to be off, or is turning off after selecting a drink.
  2. Error message - an error message is appearing on-screen and preventing you from making a drink.
  3. Water issue - “not enough water” error message is on-screen, or “boiler temp low” message is on-screen.
  4. Checking the upper piston - making sure that all the pieces are there and the upper piston is working properly during a brew.
  5. Frozen screen - while navigating the menu or selecting a drink, the screen is stuck.

Power Issue

It should be, at least. If the screen is off the first thing you need to check is the power source! Let’s make sure that the machine is fully plugged in and the outlet you’re using is working properly.

Is the screen still off? No worries, go to the back of the De Jong Duke. There is a power button that should be illuminated at the bottom/center of the machine. If not, let’s flip that on and it should do the trick.

If you are experiencing power outages to your machine while it’s in the drink-making process, please contact Crafty and we will schedule a service visit to resolve the issue!

De Jong Duke office coffee machine guideinside the De Jong Duke office coffee machine

Error! Error!

Oh no! An error message has popped up on the menu screen, keeping you from the caffeine needed to fuel your day! There are a few things you can do to fix this. First, here are some of the MOST common error messages we see that should be simple for you to fix:

  1. Cleaning Error
  2. Drip Tray Full
  3. Empty Waste Bucket
  4. Enough Water?
  5. Filling Boiler
  6. Brewer not in home position

Cleaning error - This might occur after we do a deep clean on a machine. No biggie. All you have to do is log into the machine and reset the error. I know, super intimidating, but it’s actually pretty easy to navigate.

Open the door of the machine. You’ll notice that the main menu will disappear and the “Service Menu” will pop-up. Here you can hit the “Login” option at the top right corner of the screen.

Screen on the De Jong Duke office coffee machine


Use code 4444 to access the full-service menu.


Here you can scroll through the menu by using the up/down arrows on the right-hand side of the screen. Scroll down to “Error Settings” and select “Reset Cleaning Error”.


Exit the service menu and close the door to the machine. Once you exit out of the service menu and confirm the door is closed the machine will show the regular menu and the “Cleaning Error” will go away. (If it doesn’t please reach out to Crafty for assistance!)

A similar process can be followed when “Drip Tray Full” or “Empty Waste Basket” errors appear on-screen. First, let’s make sure the drip tray and wastebasket are really empty. If so, we should access the service menu as we did for the “Cleaning Error” message.

Select the “Reset Waste Basket” option for the “Empty Waste Basket” error message and you can disable the “Drip Tray Full” error message in the “Error Setting” menu if that keeps popping up. (Contact Crafty if this is a recurring issue as that could be a sensor problem on the drip tray.)

Water. Where would coffee be without it?

Nowhere, apparently. At least, that’s how it goes if the De Jong Duke is showing “Enough Water?” or “Filling Boiler” error messages. This may occur after a rinse or deep clean is performed on the machine and will go away after time. If these messages do not go away after 15-20 minutes there may be an issue with the water pressure the De Jong Duke is using. Contact Crafty and we can guide you on the next steps!

Is your upper piston malfunctioning? Pop the hood and let’s take a look.

(Or just open the door)

Brewer not in home position can pop up as an error message after a deep clean. This tends to happen when we don’t properly reassemble the upper piston or the funnels attached to the grinders. Here are some steps to take when encountering this error message:

  • Check if the brewer is installed correctly. Remove and replace the brewer following the usual procedure.
  • Check if the upper piston is not firmly seated and locked into position, or otherwise has damage.
  • Check if the micro leveler (metal tab) is bent.
  • Check if the motor is broken.
  • Check if the brewer is blocked and cannot run.

Frozen In Time: A Story About Computers...all of them

Your screen has stopped responding to your touch! Don’t fret. We’re going to treat this like every other computer problem we’ve faced since dial-up was a thing. Just reset the machine.

Go to the back of the De Jong Duke and turn the power off by flipping the power switch to the off position. Turn it back on, close the door, and your regular menu will load with all functions back to normal. If the problem persists please contact Crafty and we can schedule a service visit!


You’re now your own personal barista. We are very impressed!

After reading this, you should be able to navigate through most issues that pop-up when using the De Jong Duke. Do not hesitate to reach out to Crafty if something arises that you can not resolve yourself!