Welcome to TMC Jonebarl.
I am sorry you are not getting much help with your problem, I guess this is due to the lack of knowledge of your machine and the lack of clarity as to what exactly the problem is.
I know nothing about this machine and it sounds unusual to me. If you do not have the confidence to check all the elements in the hot water circuit I would suggest you enlist the help of an espresso repair company or a clued up electrician.
The first things to check in the hot water circuit would be the following:
If water is exiting but is cold:
The heater element
Any relay/solenoid switching the heating element
Any over temperature trip - if this has tripped you will see a pin sticking out this would need pressing in to reset the trip
If water is not exiting:
The pump
If the machine has not been descaled recently then check that it is not blocked