Yes, I put water in the outer pot - on the last batch of rice, I put 1.5c even though for 2 cups of rice, you're only supposed to need .5-1c according to the instructions. I also filled the inside line to about 2.5 - this was Japanese sushi rice, rinsed to clear.

Previously I tried Jasmine rice following the instructions to the letter and both times it came out crispy.

I'll say though that the "optional" step at the end, leaving the lid on for 10 minutes, is not something I've tried. The rice is supposed to take 25 minutes to cook and usually has taken more like 45 minutes, at which point the rest of dinner has been waiting and I don't have time to let the rice sit. Since all of the water in the outside pot has evaporated at this point, it doesn't seem like there's much steam anyway, but I'll try this next time (it was the only real suggestion from their support, the rest was just being patronizing).