Related Manuals for Schluter Systems DITRA-HEAT-E-RS1
Summary of Contents for Schluter Systems DITRA-HEAT-E-RS1
- Page 1 Schluter -DITRA-HEAT-E-RS1 ® Smart Thermostat Troubleshooting Guide S E LE CT Y OUR ISSUE BELO W AN ERROR CODE IS THERMOSTAT WI-FI AND FREQUENTLY DISPLAYED GENERAL DISPLAY CONNECTION ASKED ON YOUR ISSUES ISSUES ISSUES QUESTIONS THERMOSTAT SCREEN...
- Page 2 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERROR CODES S E L E C T TH E E RROR CODE THAT AP PEAR S ON Y OUR T HE RM OSTA T SC REEN GFCI FAULT CHECK FLOOR SENSOR INCORRECT PASSWORD...
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Page 3: Error Code
RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The internal ambient temperature sensor is disconnected, defective, open, or other. SOL UTIO N Perform a reset of the circuit breaker: •... - Page 4 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The internal ambient temperature sensor is defective, has short-circuited, or other. SOL UTIO N Perform a reset of the circuit breaker: •...
- Page 5 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The device’s temperature sensor is incorrectly connected, the device’s cover is not properly pressed on, or an internal part is defective.
- Page 6 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The device perceives a problem with an internal component. SOL UTIO N Perform a reset of the circuit breaker: •...
- Page 7 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The self-test of the GFCI (ground fault circuit interrupter) failed. SOL UTIO N Press the reset button on the right side of the thermostat.
- Page 8 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The device perceives a problem with an internal component. SOL UTIO N Check that no external heat source influences the temperature of the thermostat.
- Page 9 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The device perceives an abnormally high internal temperature, higher than the limit allowed by the device. SO L UT ION 1 SOL UTION 2 Perform a reset of the circuit...
- Page 10 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE There is an error with the thermostat’s TLS certificates. The device must be replaced. SOL UTIO N Please contact the Customer Support Team at 800-472-4588 (US) or 800-667-8746 (Canada).
- Page 11 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE There is an error with the Apple Home token. SOL UTIO N Please contact the Customer Support Team at 800-472-4588 (US) or 800-667-8746 (Canada).
- Page 12 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE GFCI FAULT P OS S I B LE CA USE The device detects a short circuit on the load connection of the relay.
- Page 13 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE CHECK FLOOR SENSOR P OS S I B LE CA USE The thermostat is in “floor” control mode, and no temperature sensor is connected.
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Page 14: Incorrect Password
RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE INCORRECT PASSWORD P OS S I B LE CA USE Wrong password. SOL UTIO N Re-enter your password. D ID THI S S OL V E YOUR PR OB L EM? - Page 15 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The current overload protection of the thermostat is activated. The connected electrical load is too high. S OLU TI ON Make sure that the heating cables connected to the thermostat do not exceed the maximum load of 15 amps.
- Page 16 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The ambient temperature exceeds the reading range. S OLU TION If it was above 122°F (50°C), let it cool down for at least one hour, and perform a reset of the circuit breaker: •...
- Page 17 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS ERR OR CODE P OS S I B LE CA USE The ambient temperature is below the reading range. S OLU TION Make sure that the operating temperature of the thermostat is between 32 °F and 122 °F (0 °C and 50 °C).
- Page 18 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS THERMOSTAT SCREEN DISPLAY ISSUES SE L E CT T HE ISSU E THAT Y OU AR E EX PE RIE NC ING The thermostat does not let me change the set point The screen is blank The screen display is not responsive...
- Page 19 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS T HE R MOS T A T S C RE EN DISP LA Y ISSUE The thermostat does not let me change the set point P OS S I B LE CA USE The thermostat is locked by the app.
- Page 20 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS T HE R MOS T A T S C RE EN DISP LA Y ISSUE The screen is blank POSS I BLE C AU S E POSSIB L E CAU S E No power to unit.
- Page 21 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS T HE R MOS T A T S C RE EN DISP LA Y ISSUE The screen display is not responsive P OS S I B LE CA USE The faceplate is improperly mounted.
- Page 22 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS T HE R MOS T A T S C RE EN DISP LA Y ISSUE Thermostat’s display is missing segments, or some segments are more pale P OS S I B LE CA USE There is an issue with the thermostat’s components.
- Page 23 I cannot see the weather information on the thermostat, but I am connected to the Wi-Fi The time shown on my Schluter-DITRA-HEAT-E-RS1 thermostat is incorrect I do not have access to my Schluter-DITRA-HEAT-E-RS1 thermostat via the Schluter Smart Thermostat app I have trouble downloading the Schluter Smart Thermostat app on my iPad...
- Page 24 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E The thermostat will not connect to the Wi-Fi after the customer changed the network name or password P OS S I B LE CA USE...
- Page 25 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E Why is my Wi-Fi randomly disconnecting? P OS S I B LE CA USE The router does not have enough IP addresses for all the connected devices.
- Page 26 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E I can’t connect to my Wi-Fi network, or the thermostat cannot find my network P OS S I B LE CA USE Too many networks appearing in the list while setting it up, or your router...
- Page 27 WEP to WPA by following the guide in the link: (http:// www.tech-faq.com/how-to-change-wep-to-wpa.html). Your Schluter- DITRA-HEAT-E-RS1 thermostat can still control your floor heating system without wireless network connection. As the best course of action, it is recommended that you upgrade your security settings to properly protect your network from hackers.
- Page 28 PO SSIB LE CA USE Other devices are interfering with the wireless signal. S OL UTI ON Try turning off other wireless devices (Bluetooth, Wi-Fi, wireless phones/cameras) that may cause interference, then test the Schluter-DITRA-HEAT-E-RS1 thermostat’s network connection.
- Page 29 CONNECTION ISSUES ISSUES QUESTIONS P OS S I B LE CA USE Your DITRA-HEAT-E-RS1 thermostat needs a reset with the router. SOL UTIO N Reset your Schluter-DITRA-HEAT-E-RS1 thermostat by pressing both arrows simultaneously on the thermostat and re-connect it to the app on your smartphone.
- Page 30 PO SSIB LE CA USE The Schluter-DITRA-HEAT-E-RS1 thermostat server may be offline for service, or there may be a poor internet connection. S OL UTI ON Re-try at a later time.
- Page 31 P OS S I B LE CA USE Your zip/postal code is missing in the Schluter Smart Thermostat app, or the Schluter-DITRA-HEAT-E-RS1 thermostat server may be offline for service, or there may be a poor internet connection. SOL UTIO N At the “My Home”...
- Page 32 ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E The time shown on my Schluter-DITRA-HEAT-E-RS1 thermostat is incorrect P OS S I B LE CA USE Wrong or missing zip/postal code.
- Page 33 QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E I do not have access to my Schluter-DITRA-HEAT-E-RS1 thermostat via the Schluter Smart Thermostat app P OS S I B LE CA USE Thermostat is disconnected from the Internet.
- Page 34 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E I have trouble downloading the Schluter Smart Thermostat app on my iPad P OS S I B LE CA USE The Schluter Smart Thermostat app on App Store is for iPhones.
- Page 35 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E The floor or room temperature information on the Schluter Smart Thermostat app or the website is different than the one on the thermostat P OS S I B LE CA USE...
- Page 36 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS I NT E RN E T AN D WI -F I C ONNECT ION ISS U E I do not get any energy use graphs on the phone app P OS S I B LE CA USE The load has not been set correctly during initial set up and installation of the thermostat.
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Page 37: General Issues
RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS GENERAL ISSUES SE L E CT T HE ISSU E THAT Y OU AR E EX PE RIE NC ING The floor is not heating even if the setpoint is above the temperature read Temperature read by the sensor isn’t accurate The time and weather are not accurate or not present When I switch to either “Control Mode”... - Page 38 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS The floor is not heating even if the setpoint is above the temperature read PO SSIB LE CA USE The the maximum floor or the maximum ambient temperature has been reached.
- Page 39 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Temperature read by the sensor isn’t accurate PO SSIB LE CA USE The resistance value selected for the sensor in the thermostat’s settings is not the right one.
- Page 40 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS The time and weather are not accurate or not present P OS S I B LE CA USE The thermostat has not been connected to the app. SOL UTIO N Connect the thermostat to the app.
- Page 41 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS When I switch to either “Control Mode” or “Max. Floor Temperature” on the thermostat, I do not see this change reflected in the APP P OS S I B LE CA USE These changes require a reinitialization of the app.
- Page 42 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Why is the “Away” set point activated on the thermostat with an airplane icon when the APP home page shows “Home” and I have not left home nor set the thermostat to “Away”? P OS S I B LE CA USE The main user of the account, or one of the sub-users has activated the...
- Page 43 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS The thermostat is heating outside of the programmed schedule P OSS IB L E CA US E PAUSIBL E CAU S E The thermostat has not been set Someone has manually changed to “Automatic”.
- Page 44 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS The display temperature on the thermostat does not match the measured floor or ambient room temperature P OS S I B LE CA USE In the case of the floor temperature control, there are two possibilities: 1) The instrument used to make the measurement may not be accurate.
- Page 45 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS POS S I B LE CA USE In the case of the ambient temperature control, it could be that the thermostat is located where the sun is shining on it for long periods, or where the wall is poorly insulated and cold relative to the other walls.
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Page 46: Frequently Asked Questions
RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS FREQUENTLY ASKED QUESTIONS F IN D A NS W ER S TO YOU R MOS T FR E QU ENT L Y AS KED QUESTI ONS... - Page 47 “Ambient” control mode, set “Max. Floor Temperature” to 82°F (28°C) and “Laminate flooring” will be indicated. Q: Can the Schluter-DITRA-HEAT-E-RS1 thermostat be installed to replace an existing Schluter thermostat? Yes, the thermostat can be used with any electric radiant floor heating system.
- Page 48 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Q: What happens if there is a power outage? Once the power is restored, the thermostat will return to the previously scheduled settings, or to the manual set point before the outage.
- Page 49 Both loads will be considered in the calculations of total energy consumption and cost. Q: Is the Schluter-DITRA-HEAT-E-RS1 thermostat compatible with both iOS and Android apps? Yes, download the Schluter Smart Thermostat app from Google Play or the App Store.
- Page 50 Q: I no longer want to use the Wi-Fi connectivity of my Schluter- DITRA-HEAT-E-RS1 thermostat. How do I turn off this feature? Simultaneously press the two arrows on the thermostat, or by selecting “Delete my account” in the menu for “Account Settings”...
- Page 51 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Q: Why doesn’t the “Floor Temp. Offset” seem to work properly? It’s working! The offset is applied gradually over time to prevent a sudden or abrupt change in temperature.
- Page 52 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Q: What temperature will my heated floor reach? Floor temperature can reach 75 - 97ºF (24 - 36ºC) depending on the type of sub-floor and floor covering, but the normal comfortable range is 77 - 84ºF (25 - 29ºC) Q: Why is the “Away”...
- Page 53 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS Q: When I switch to either “Control Mode” or “Max. Floor Temperature” on the thermostat, I do not see this change reflected in the Schluter Smart Thermostat app.
- Page 54 RETURN TO ERROR CODES DISPLAY WI-FI AND GENERAL FREQUENTLY ASKED HOME PAGE AND SOLUTIONS ISSUES CONNECTION ISSUES ISSUES QUESTIONS CONT A CT T HE C USTOMER SU P P OR T T EA M AT 80 0-4 72-4 588 (US) O R 80 0-6 67- 8746 (CAN ADA) .
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Heater displays E16