Heat pumps – trouble shooting

The person who wants to become an additional user

• Download the Gebwell Smart application for your device from the Google Play or App Store application store.
• On the initial screen of the application, select “Register”.
• Enter the email address you want to use to register in the application.
• You will receive a registration link by email.
• In the link, select “Additional user” as the role.
• Fill in the required information.
• Select “Create account”.

 Main user

• Open the application normally.
• In the side menu, select “Manage account”.
• Add the email address of the person who wants to become an additional user.

After this, the new additional user can monitor and modify the operation of the heat pump just like the main user. Only the main user can add additional users.

• Remote access to your heat pump has been lost. In this case, proceed as follows:
• De-energise the heat pump by unplugging its power cord from the socket for a couple of minutes. Instead of unplugging the power cord, you can de-energise the heat pump by switching its fuses off for a couple of minutes. After the restart, the remote access should be restored within a couple of minutes.
• If the remote access is not restored despite the actions described above, send a contact request to our technical support team.

Please note that the heat pump normally works even if the remote access is temporarily lost.

• Remote access to your heat pump has been lost. In this case, proceed as follows:
• De-energise the heat pump by unplugging its power cord from the socket for a couple of minutes. Instead of unplugging the power cord, you can de-energise the heat pump by switching its fuses off for a couple of minutes. After the restart, the remote access should be restored within a couple of minutes.
• If the remote access is not restored despite the actions described above, send a contact request to our technical support team.

Please note that the heat pump normally works even if the remote access is temporarily lost.

• Make sure that the room temperature sensor has been installed in the residential premises.
  • If the room temperature sensor has been installed in the residential premises: Contact the company that installed the room temperature sensor. The technician must enable the room temperature sensor with the heat pump controller and then start the device twice. This procedure is instructed in the Aries installation manual that can be found in the Material bank.
  • If the room temperature sensor has not been installed in the residential premises: Contact the company that installed the heat pump for the installation of the room temperature sensor. The room temperature sensor is supplied with the heat pump.

Contact the company that installed the heat pump. The technician must enable the heating circuits with the heat pump controller and then start the device twice. This procedure is instructed in the Aries installation manual that can be found in the Material bank.

The setpoint for domestic hot water is normally 48–52 °C, the comfort setpoint is 54 °C. Please note that when the setpoint is over 55 °C, the heat pump uses an electric heater for the final heating. Please also note that the setpoint for domestic hot water is the target temperature at the bottom section of the accumulator. In practice, domestic hot water is 5–8 °C hotter because it is taken from the top section of the accumulator.

The controller’s software has only two setpoints: Eco and Comfort. When the domestic hot water Comfort and Normal setpoints are changed from the application, it is written in the controller as the Comfort setpoint, and the Eco setpoint is written in the controller as the Eco setpoint. When the Comfort or Normal setpoint is selected from the application, the domestic hot water mode remains in the Comfort setting but the setpoint changes. When the Eco setpoint is selected, the domestic hot water mode changes to the Eco mode.

Check the heat pump for active alerts.

If yes, check the instructions on the alert in question and acknowledge the alert.

If not:

• • • Check that the heat pump is on.
    • Check the fuses both at the heat pump and in the distribution board.
    • Check the domestic hot water temperature setpoint. The setpoint for domestic hot water is normally 48–52 °C, the comfort setpoint is 54 °C. Please note that when the setpoint is over 55 °C, the heat pump uses an electric heater for the final heating. Please also note that the setpoint for domestic hot water is the target temperature at the bottom section of the accumulator. In practice, domestic hot water is 5–8 °C hotter because it is taken from the top section of the accumulator.

If the water is still lukewarm/cold after the checks described above, your primary point of contact should be the company that installed the heat pump.

Check the heat pump for active alerts (primarily via the Gebwell Smart application).

If yes, check the instructions on the alert in question and acknowledge the alert.

If not, check the following:

• • • Is the setpoint for domestic hot water over 55 °C? When the setpoint is over 55 °C, the heat pump uses electric heater for the final heating.
    • Is the heat pump’s room setpoint higher than the actual desired room temperature?

The room thermostats should be kept in the open position (highest possible value on the scale) and then control the desired room temperature via the heat pump application. The heat pump controls the temperature of the hot water required for the heating circuit. If you want to control room temperatures on a room-by-room basis, at least one room thermostat should always be kept fully open. Wet rooms are often suitable for this purpose, among others. For example, if you want to keep the bedrooms cooler than other rooms in the winter, keep the thermostats in the open position in other rooms and use the thermostats in the desired rooms to decrease their temperature slightly.

Underfloor heating and radiator thermostats can have a negative impact on energy consumption. They reduce the flow rate in the heating system, and the heat pump compensates for this by raising the temperature of the network. This affects the device’s operation by causing more electrical energy to be consumed. Thermostats are only intended for adjustments due to “free heat” (from the sun, people, fireplaces, etc.).

If the energy consumption is still high after the checks described above, please contact the company that installed the heat pump.

The most common alerts given by the Aries heat pump: Download

1. Check whether the remote control has batteries that work.
2. Check that power has been turned on for the coil unit at the main switch.
3. Check that the fuses are OK.

• Check from the device display whether the ground source heat pump receives a cooling request.
• Check that the fan filters are clean (open the coil unit housing to check this). (See the equipment manual for more information – you can find the manuals in our data bank)
• Check for any obstructions in the airflow of the unit.
• Check that the coil unit fan is running