Rational said they would love to provide support, but that you should contact them directly through their hotline number 866-891-3528 or e-mail firstname.lastname@example.org. Also this is a new unit, which would indicate that it may be a warranty issue.
Rational is one of the best combi’s available. That being said, in order to be an authorized service agent, technicians have to be certified by Rational to work on the units. These are very technologically advanced and require a knowledgeable technician to service the unit. If it is brand new, it comes with an excellent warranty and that warranty service will be provided by a Rational certified technician. It would be in your best interest to contact Rational directly.