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Here you can quickly find answers to the most common questions about our heat pumps. We have gathered the typical inquiries, error messages, and practical situations that our customers experience.
If your question is not answered here, we recommend you contact our support. You can also read more detailed information in our Terms and Conditions.
Alarm No. 4
CAUSE: If the evaporator drops below 19°C, the heat pump will stop. Error no. 4 will appear on the display. The temperature is outside the heat pump's operating range.
Assistance: The heater rod must take over heating. With gas defrosting, check if the solenoid valve opens during defrosting. Wait until the temperature is within the heat pump's operating range.
Are there water droplets coming out with the exhaust air?
CAUSE: This is due to high humidity in the intake air. This has no effect on the heat pump's operation. This will typically happen the first time the heat pump is started up. It can also occur if laundry is being dried in the same room from which the heat pump takes air.
The hot water turns cold with high usage.
CAUSE: The heat pump can deliver approximately 320L of hot water in one go at 40°C hot water, with a starting temperature of 55°C in the tank. If the demand for hot water is greater, the heat pump will not be able to keep up. The heating element will therefore assist with the heating if it is connected.
Assistance: Check if the heat source combination with the heating rod is activated.
Is water running onto the floor?
CAUSE: Check that the heat pump is level. Check that the condensate is draining correctly into the collection tray. Check that the drain hose from the condensate drain is not blocked.
ASSISTANCE: Level the heat pump. Fit the collection tray correctly. Clean the drain hose.
The display is not active, data cannot be read.
REASON: The display may have been removed and not correctly reinstalled onto the main circuit board. Static electricity can damage the display.
ASSISTANCE: Mount the display connector correctly to the baseboard. Replace the display. Check if the earth wire is correctly fitted to the top door.
No lights on the panel?
CAUSE: Check the fuse. Check if the power plug is inserted into the wall socket. Check if the switch on the wall is turned on. Check if the heat pump is switched on.
Assistance: Change fuse if necessary. Plug in the mains plug. Turn on the socket. Turn on the heat pump.
The compressor is not starting.
REASON: There is a built-in delay of 5 minutes between the compressor stopping and restarting. This applies only to models with electronic control.
ASSISTANCE: Wait 5 mins. and check the compressor again.
The compressor is running all the time and the water isn't getting hot enough.
REASON: Radiator/underfloor heating is connected to the heat pump and the demand for underfloor heating is greater than the heat pump can keep up with. The evaporator has become blocked. There may be a leak in the cooling system, all or some of the refrigerant has been lost. Measure the temperatures in the cooling system for control.
ASSISTANCE: Install the thermostat so that the service water always has priority 1. Clean the evaporator carefully with clean water. Find the leak and repair it, refill with refrigerant. Quantity: See type plate.
The compressor is running continuously, the water is hotter than indicated, the high-pressure pressure switch is tripping (alarm no. 5)?
REASON: The sensors are not positioned correctly in the sensor pockets. The sensors must be positioned at the bottom of the sensor pockets.
SOLUTION: Insert the sensors correctly into the sensor pockets.
The condensate drain is dripping?
CAUSE: Condensation occurs during the heating cycle. This happens when the evaporator's surface temperature is below the dew point temperature of the intake air.
DRAINAGE: Condensate is collected in the drip tray and channelled via the fitted condensate drain hose to the floor drain.
The cooling system is tripping on the high-pressure pressure switch (alarm no. 5).
CAUSE: The ambient temperature is higher than +35°C and the cooling system is tripping on the high-pressure pressure switch. The cooling system has reached its maximum temperature. This could be due to insufficient or no airflow over the evaporator.
ASSISTANCE: Wait for lower ambient temperature and activate the high-pressure pressure switch by pressing the reset button. Gently clean the evaporator with clean water. Set the fan speed to maximum. Activate the high-pressure pressure switch.
The cooling system trips the high-pressure pressure switch and the water becomes very hot (alarm no. 5).
REASON: The cooling system has reached its maximum temperature and is shutting off on the high-pressure pressure switch. The maximum constant temperature must not exceed 55°C. However, the legionella control function will increase the temperature to 65°C once a week.
ASSISTANCE: Replace the thermostat/sensors if defective. Activate the high-pressure switch by pressing the reset button.
The safety valve on the cold water pipe is dripping?
When the water is heated, it expands and the water pressure rises. The safety group on the cold water pipe prevents the water from flowing back. The valve will therefore release the overpressure by letting out a little water. The pressure in the tank must never exceed 10 Bar.
ASSISTANCE: It is perfectly normal for water to occasionally come out of the safety valve during the heating process.
Is the water not getting hot enough?
CAUSE: The operating thermostat is set too low.
HELP: Set the operating thermostat to a higher temperature.
The heat pump has just been turned on and the water isn't getting hot.
REASON: It takes approximately 8 hours at an ambient air temperature of 20°C to heat the water to 55°C. At lower air temperatures, it will take longer.
ASSISTANCE: Turn off the radiator/underfloor heating circuit, if installed. Optionally, turn on the auxiliary heating. Electric/boiler.
The heat pump isn't working
REASON: Is there light in the panel.
ASSISTANCE: Turn on the heat pump.