Schluter Systems DITRA-HEAT-E-RS1 User manual

Schluter®-DITRA-HEAT-E-RS1
Smart Thermostat
Troubleshooting Guide
AN ERROR
CODE IS
DISPLAYED
ON YOUR
THERMOSTAT
SCREEN
THERMOSTAT
DISPLAY
ISSUES
WI-FI AND
CONNECTION
ISSUES
GENERAL
ISSUES
FREQUENTLY
ASKED
QUESTIONS
SELECT YOUR ISSUE BELOW

ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
E1
E17
CHECK FLOOR SENSOR
E2
E18
OL GFCI FAULT
E15
E19
HH
E16
E25
E26
LL
INCORRECT PASSWORD
SELECT THE ERROR CODE THAT APPEARS
ON YOUR THERMOSTAT SCREEN
ERROR CODES

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
E1
POSSIBLE CAUSE
The internal ambient temperature sensor is
disconnected, defective, open, or other.

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The internal ambient temperature sensor is defective,
has short-circuited, or other.
E2

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Make sure the cover is properly attached to its case,
and that all wires are correctly connected.
If the problem persists, perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The device’s temperature sensor is incorrectly
connected, the device’s cover is not properly pressed
on, or an internal part is defective.
E15

ERROR CODE
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
DID THIS SOLVE YOUR PROBLEM?
SOLUTION
Perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
NO
POSSIBLE CAUSE
The device perceives a problem with an internal
component.
E16

ERROR CODE
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Press the reset button on the right side of the
thermostat. If the thermostat indicates a GFCI error
again, perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The self-test of the GFCI
(ground fault circuit interrupter) failed.
E17
DID THIS SOLVE YOUR PROBLEM? NO

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Check that no external heat source influences the
temperature of the thermostat. If not, perform a reset
of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The device perceives a problem with an
internal component.
E18

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION 1
Perform a reset of the circuit
breaker:
• Find the circuit breaker
connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
SOLUTION 2
1. If this has not solved the
problem, verify that the
heating cable connected
to the thermostat does not
exceed the maximum load of
15 amps.
2. Verify that no external
heat source influences
the thermostat, and/or the
electrical junction box is large
enough to accommodate all
the wiring.
POSSIBLE CAUSE
The device perceives an abnormally high internal
temperature, higher than the limit allowed by the device.
E19

ERROR CODE
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
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ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Please contact the Customer Support Team at
800-472-4588 (US) or 800-667-8746 (Canada).
POSSIBLE CAUSE
There is an error with the thermostat’s TLS certificates.
The device must be replaced.
E25

ERROR CODE
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Please contact the Customer Support Team at
800-472-4588 (US) or 800-667-8746 (Canada).
POSSIBLE CAUSE
There is an error with the Apple Home token.
E26

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
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ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Reset the GFCI by pressing the RESET
button on the side of the device.
POSSIBLE CAUSE
The device detects a short circuit on the load
connection of the relay.
GFCI FAULT
If resetting the GFCI did not eliminate the problem and the GFCI trips again, then this
indicates either the heating cable is short circuited and needs to be investigated for a
possible repair, or the thermostat is defective.

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
CHECK FLOOR
SENSOR
SOLUTION 1
Check if the floor temperature
sensor is connected and
properly installed. Refer to
the installation manual for
instructions.
SOLUTION 2
Change the control mode to
“ambient”.
POSSIBLE CAUSE
The thermostat is in “floor” control mode, and no
temperature sensor is connected.

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
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ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Re-enter your password.
POSSIBLE CAUSE
Wrong password.
INCORRECT
PASSWORD

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
Make sure that the heating cables connected to the thermostat
do not exceed the maximum load of 15 amps. Check
that no external source influences the temperature of the
thermostat and/or the electrical junction box is large enough to
accommodate all the wiring.
If this has not solved the problem,
perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The current overload protection of the thermostat is
activated. The connected electrical load is too high.
OL

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
SOLUTION
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:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker
POSSIBLE CAUSE
The ambient temperature exceeds the reading range.
HH

ERROR CODE
DID THIS SOLVE YOUR PROBLEM? NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
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ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
POSSIBLE CAUSE
The ambient temperature is below the reading range.
LL
SOLUTION
Make sure that the operating temperature of the thermostat
is between 32 °F and 122 °F (0 °C and 50 °C).
Perform a reset of the circuit breaker:
• Find the circuit breaker connected to the unit
• Disable it
• Wait about 30 seconds
• Reactivate the circuit breaker

ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
RETURN TO
HOME PAGE
GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
THERMOSTAT
SCREEN DISPLAY
ISSUES
The thermostat does not let me change the set point
The screen is blank
The screen display is not responsive
Thermostat’s display is missing segments, or some
segments are more pale
SELECT THE ISSUE THAT YOU ARE
EXPERIENCING

THERMOSTAT SCREEN DISPLAY ISSUE
NO
ERROR CODES
AND SOLUTIONS
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QUESTIONS
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ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
DID THIS SOLVE YOUR PROBLEM?
SOLUTION
To remove this function, unlock the thermostat
using the “Unlock” function from the
thermostat’s settings menu of the app.
POSSIBLE CAUSE
The thermostat is locked by the app.
The thermostat does not let
me change the set point

THERMOSTAT SCREEN DISPLAY ISSUE
NO
ERROR CODES
AND SOLUTIONS
FREQUENTLY ASKED
QUESTIONS
DISPLAY
ISSUES
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GENERAL
ISSUES
WI-FI AND
CONNECTION ISSUES
DID THIS SOLVE YOUR PROBLEM?
SOLUTION
Possible power failure.
Check that the circuit breaker
connected to the thermostat
and floor warming system is
still on.
POSSIBLE CAUSE
No power to unit.
POSSIBLE CAUSE
Possible faceplate issue.
The screen is blank
SOLUTION
Make sure the cover is
properly attached to its
case, and that all wires are
correctly connected.