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7.1 General Troubleshooting
7.1.1 How do I know the unit is working
Check that the LED light next to the on/off button is on. If this light
is not lit, then the system is not operating. Simply press & hold the
cancel button for 3 seconds (unlock the controller) then press the
on/off button to turn the unit on and check that the LED light is lit.
7.1.2 Water from the heat pump is not hot enough
If you find your heat pump is not supplying hot water then this is
most likely related to one of the following:
1. Hot water has been largely consumed and the system
needs to reheat the replenished water.
Check the temperature on the unit and then leave for an hour
and see if this has increased.
(Please note if the system has been completely emptied
recovery may take up to 4 - 5 hours)
2. A timer might be incorrectly set turning the unit off at the
wrong time.
If your screen is showing the timer as 'on' or 'off' then it
appears a timer has been set. When timers are set this turns
the unit on and off at the set time periods. Remove all timers,
by holding the ENTER button for 3 seconds to unlock the
controller, then press the timer on button, proceeded by the
cancel button to wipe the timers. Should you wish to set
timers for your system please refer to section 6 of this guide
on how to do so.
3. The unit has been switched off.
Check the unit and ensure the red LED light is showing. If
not, unlock the controller by holding the ENTER button for
3 seconds (the lock icon will disappear from the display
screen). Then simply press the on/off button and now the red
LED light should be lit.
4. The connected power is still in off peak supply only.
We recommend that power is available to the unit 24/7. This
ensures that the unit can work to its maximum efficiency.
If your water is not hot enough and only off peak power is
supplied to the unit then the system cannot operate until the
off peak period is active. If you believe your system is only
available during off peak supply please contact our service
team for further assistance.
5. There may be an issue between the heat pump unit and
the hot water outlet.
Check the controller for the in tank temperature. If the
controller is indicating the tank is at or near the set
temperature then locate the PTR valve on the left hand side
of the unit. Carefully release the PTR valve to release water
directly from the tank.
NOTE: Water expelled may be extremely hot.
Carefully check if the water released is hot. If water is hot,
then there appears to be an issue beyond the heat pump
unit. If so, please contact your plumber or our service team
for further assistance.
7.1.3 It appears water is leaking from the unit.
There are two common reasons why you might notice water
leaking from the unit and both are part of the normal operation
of the system
1. Condensation
The unit is fitted with a condensate release point at the
lower section of the head unit on the left hand side of
the system. At time of installation a condensate drain
pipe should have been connected to this point. Check
the area where the leak is occurring to see if this is
coming from the condensate drain pipe. If not and water
appears to be leaking from a different section of the heat
pump unit, please contact our service team for further
assistance.
2. PTR (Pressure, Temperature Relief) Valve
When water is heated inside the tank it will expand
and in turn the pressure inside of tank will increase. If
pressure goes up more than 1.0MPa, the PTR valve will
activate to release the pressure and discharge hot water
correspondingly. If water is continually discharged from
PTR valve drainage pipe, it is abnormal. Please contact
authorised technician to check.
7.1.4 None of the buttons on the controller work
Chances are the controller is in its locked state. Simply press
and hold the ENTER button for 3 seconds to unlock the
controller. Now all the buttons will be functional.
7.1.5 It appears unit is set to a low temperature
(i.e. below 50°C)
The temperature shown on the controller is showing the
current temperature in the tank and not the set temperature.
To check the set temperature unlock the unit by pressing the
ENTER button for 3 seconds and simply press either the up or
down button to check the set temperature.
7.1.6 Unit is outside a bedroom & the noise is too
much during the night
If the location of your heat pump unit is in close proximity to
a bedroom and your hot water usage pattern is consistently
high at night then the heat pump may operate during the night.
During the quietness of night you may hear the quiet hum of the
heat pump that may cause you some concern. If your hot water
usage pattern is consistently high at night and the noise is a
concern, you may need to set a timer that will in effect turn the
unit off during the night. Note: if a timer is set the heat pump will
only operate during the set period. Please note, if large amounts
of hot water are consumed outside this set period or near the
end of the set period, the system will not be able to bring the
water back up to temperature until the set period kicks in. For
instruction on setting timers, please refer to section 6 of this
guide for further details or contact our service team for further
assistance.
SYSTEM
TROUBLESHOOTING
7
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