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The manual for your EP961 says that it needs at least 10 minutes to heat up before it will produce heat. A yellow light will light up when it is ready. Did you wait the appropriate time? Also, there are 2 switches, one to start the system and another on the handle to start steaming once the water heats up. Is this a new steamer? If you have used it before,are familiar with it, followed the directions and still no steam, then I would contact the company for repair.