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AW000873-G 62
12 Troubleshooting
12.1 Troubleshoot the Thermostat Installation
If you suspect there is a problem with the thermostat unit, please ensure you have completed all of the following steps
before you contact Technical Support and start the Return to Material Authorization (RMA) procedure.
12.1.1 The thermostat not does not power up (turn on)
1. Verify that both C and R are wired correctly.
If a C or a common wire (that is, a ground wire) is missing, see 8.1 No Common Wire at Thermostat.
2. If C and R are wired correctly, confirm that the voltage between C and R is between 20 and 30 VAC.
3. Confirm that C is not a floating common wire (ground) and that it is from the HVAC equipment.
4. Confirm that the panel is not removed from the HVAC equipment.
5. Confirm that the HVAC equipment is receiving power.
6. If the unit still does not power up after confirming that everything is set up correctly, replace the thermostat with
another Energate thermostat of the same model.
7. If the replacement thermostat powers up, contact Technical Support (see 15 Energate Technical Support) and begin
the RMA procedure (see 12.8 Return to Material Authorization (RMA) Procedure).
12.1.2 W, G, or another output does not energize (equipment does not turn on)
1. Check the wiring on the thermostat backplate. Confirm all outputs are wired correctly.
2. If the equipment still does not turn on, perform the Conventional or Heat Pump System Test. See 10 Testing the
System.
3. If all of the other outputs do not operate correctly, wait 5 minutes. Some equipment engages only after a delay.
4. If all of the other outputs do not turn on after 5 minutes, remove the thermostat front plate. Jumper the output
that is not operating and the R to energize the output at 24 VAC.
5. If the output energizes, contact Technical Support and start the RMA procedure. See 15 Energate Technical Support
and 12.8 Return to Material Authorization (RMA) Procedure.
6. If the output does not energize, it is likely a wiring or an equipment problem. Confirm that the equipment is
operating correctly.
7. If the equipment is operating properly, prepare to test for faulty wiring by turning off the HVAC equipment.
Substitute the wiring at both the HVAC equipment and at the thermostat with a wire you have confirmed is
working, if available. Also confirm that the wiring is proper thermostat wiring. For example, if G is working but W is
not, rewire the G wiring for use on W.
8. Turn the equipment back on. If W does not work while using the good wiring from G, it is likely an HVAC equipment
issue. Recommend to the homeowner that they have an HVAC service technician service their equipment.
9. If W does work while using the good wiring from G, it is a wiring issue. If there is an unused wire, test the wire
using the method above and use it for the output.
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