FAQ

Before calling for assistance, if your system is completely shut down, no longer heating or cooling, check the following points:

• Do you have electricity? An outage could give you partial power only (not 220 volts).
• Is your system operating in the right mode?
• Has the required temperature been reached?
• Is programming active on the thermostat?
• Are the circuit breakers for the appliances on the house’s electrical panel activated? (The heat pump, air conditioner and cabinet, and furnace have separate circuit breakers in the electrical panel.)
• Are the circuit breakers on the furnace or ventilation cabinet open?
• Is there an error code on the thermostat?
• Do you need to replace your system’s filter?

Perform the following tests:

• Shut down the system using the thermostat.
• Turn off the circuit breakers on the electrical panel of all appliances (air conditioner, heat pump, ventilation cabinet or furnace) and remove the batteries (if any) from the thermostat for 15 minutes. (Replace batteries more than one year old.)
• Check the system filter and replace if necessary.
• Make sure the condenser is clear of snow, debris in the coil, ice, etc.
Re-open the circuit breakers and replace the batteries in the thermostat (if applicable), then start the system (an automatic configuration delay is normal for thermostats).

During the heating period, if the outdoor temperature allows the heat pump to operate, turn up the heat by 1 degree above the indoor temperature displayed to start the heat pump. If the heat pump does not start after 5 minutes or the temperature is lower than -12oC (maximum operating temperature for most systems), select heating mode.

Most heat pumps operate down to around -12oC. Below this temperature, a mechanical or electronic control transfers the heating demand to the primary heating device (furnace or ventilation cabinet).

If you plan to be away for more than 48 hours, turn off the heat pump and use the primary heating appliance only (furnace or air handler) by selecting the auxiliary heating mode on the thermostat. Bad weather can affect your unit during the winter and damage it while you’re away (icy conditions, heavy snow). Make a visual inspection of your outdoor condenser on your return before using it.