Troubleshooting and Support
If you have difficulty with your thermostat, please try the following suggestions. Most problems can be corrected quickly and easily.
Display Behavior Is Not As Expected
Display is blank:
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Check circuit breaker and reset if necessary.
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Make sure power switch for heating & cooling system is on.
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Make sure furnace door is closed securely.
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Make sure the C wire is connected.
Cannot change temperature setpoint:
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Verify the thermostat is set to the correct mode. Touch Mode to change mode setting.
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If the display indicates “Setting locked” when you touch the up or down arrow, you can unlock the screen by selecting Menu > Screen lock.
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The thermostat may be preventing you from changing the set-point above or below a certain setting because of minimum and maximum settings. Menu > Preferences > Temperature limits.
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Default minimum and maximum settings:
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Heat: 40 °F to 90 °F (4.5 °C to 32.0 °C)
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Cool: 50 °F to 99 °F (10.0 °C to 37.0 °C)
Weather menu isn’t displayed:
This menu is only shown when the thermostat is connected to WiFi and the app. If WiFi connection is lost, the thermostat will not show that option until connection is restored.
Display doesn't show indoor humidity:
The ElitePRO™ Series Thermostat has an ISU setting to not display indoor humidity (ISU 14050).
Display temperature is inaccurate (reads too high or low)
There are different reasons that the room temperature reading on the thermostat may be reading higher or lower than expected.
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“Feels Like Temperature” is a setting that can make the indoor temperature reading show a few degrees warmer when relative humidity is high. See Feels like Temperature.
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Indoor display offsets can be set to make the display read up to 3 degrees higher or lower than the sensor reading or +/- 12% RH from the humidity sensor reading. See Indoor Display Offsets.
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If one or more wireless sensors is used, the thermostat can be set to measure temperature at the thermostat, a wireless sensor, or an average reading. See Priority.
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If a sensor is wired to the S terminals on UWP, feedback on that sensor can cause display accuracy issues. Even if the thermostat is set to a wired outdoor sensor, if that sensor is wired in parallel to another thermostat or zone panel or getting feedback some other way, this can drastically affect the indoor temperature reading.
Menu options are not shown
When Menu is selected, the display shows menu options and allows the user to scroll left or right to see additional options. Some options may not be shown if the thermostat is not set to support those settings such as humidification. If the display is set for a lockout, many of the menu options are not shown. Select MENU > SCREEN LOCK to view lockout status. The lockout status should only be changed by the thermostat owner and there may be an option to require a password in order to unlock the screen.
Heating or Cooling Issues
Heat runs with thermostat in cool or off mode:
Does the display show “Freeze Protection active”? If so, the installer set the thermostat for a freeze protection temperature that maintains a minimum temperature even when the thermostat is set to off or cool. This feature will generate an alert message if the temperature drops below the freeze protection setting.
In addition to the Freeze protection setting, when used for an radiant floor heat system, there are settings for minimum and maximum floor temperature.
Verify the following settings:
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ISU 5170 is Freeze protection
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ISU 5150 are the minimum and maximum floor temperature settings (only shown when ISU 1055 set for wired floor sensor)
Aux heat runs in cooling:
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For heat pump systems, verify there is not a wire attached to W on the UWP. If there are separate wires to W and O/B the thermostat is mis-wired.
Cool runs with a call for heat:
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Verify that the O/B wire is making a good connection and verify the changeover valve setting is correct for the heat pump used (ISU 2060).
Heat doesn’t come on:
When in the heat or emergency heat mode and not calling for heat, the display shows “heat to”.
When calling for heat or emergency heat the display shows “heating to”.
If display is showing “WAITING FOR EQUIPMENT” above the room temperature it is in a delay mode to protect the equipment. If the delay lasts longer than 5 minutes, see WAITING FOR EQUIPMENT stuck in display.
If display is not showing “WAITING FOR EQUIPMENT”, verify the thermostat is set to Heat, Em Heat, or Auto mode and verify that the heat setpoint is above room temperature. Does the display indicate “Heating to” (rather than "heat to") above the set point?
If “HEATING TO” is displayed, and heat does not come on after a short delay, have the installer verify wiring connections and R/Rc slider switch on UWP are good.
If “HEAT TO” (rather than "HEATING TO") is displayed above the setpoint, but heat set point is above room temperature, go to EQUIPMENT STATUS and see if any reason is given for why heat is not running.
Check for any active alerts.
Cooling doesn’t come on:
When in the cool mode and not calling for cooling, the display shows “cool to”.
When calling for cooling the display shows “cooling to”.
If display is showing “WAITING FOR EQUIPMENT” above the room temperature it is in a delay mode to protect the equipment. If the delay lasts longer than 5 minutes, see WAITING FOR EQUIPMENT stuck in display.
If display is not showing “WAITING FOR EQUIPMENT”, verify the thermostat is set to cool, or Auto mode and verify that the cool setpoint is below room temperature. Does the display indicate “cooling to” (rather than "cool to") above the set point?
If “COOLING TO” is displayed, and heat does not come on after a short delay, verify the wire connections, R/Rc slider jumper on UWP (or R, Rh, and Rc jumpers if an EIM is used). If those variables check out, your HVAC contractor can call Tech Support to verify configuration and for further troubleshooting.
If “COOL TO” (rather than "COOLING TO") is displayed above the setpoint, but cool set point is below room temperature, go to EQUIPMENT STATUS and see if any reason is given for why cooling is not running.
Check for any active alerts.
WAITING FOR EQUIPMENT stuck in display
If display shows “WAITING FOR EQUIPMENT” then the thermostat is holding off running the heating or cooling to prevent short cycling or because of a lockout condition. The short cycling delay should last 5 minutes at most, but an alert lockout will keep that equipment locked out until the alert condition is resolved. The short cycling delay most commonly would occur on start up, after a power loss, or if someone adjust setpoint within 5 minutes of equipment shutting off.
If you time this and it shows "WAITING FOR EQUIPMENT" for longer than 5 minutes.
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See if there are any active alerts.
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It is possible there is an intermittently power loss to the thermostat. As a test the installer could remove all wires besides R and C from UWP
Cooling runs below set point:
Verify the cooling is running while cool set point is above the room temperature reading on the display. If so, verify the thermostat is deliberately running cooling. When doing so, the display shows “Cooling to” (rather than “COOL TO”). Also, menu equipment status will show if the thermostat is trying to run cooling or not.
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If the display shows “Cooling to” and a setting that is above the room temperature reading it is likely the ElitePRO™ Series Thermostat has been set to over-cool when humidity is high.
See AC with High Speed Fan. If over-cooling is not desired, go to the dehumidification menu and turn dehumidification off.
Heat runs when room temperature reading is above the heat setpoint:
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If the thermostat is not in heat mode, see “Heat runs with thermostat in cool or off mode”.
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If the thermostat is in heat or emergency heat mode, verify whether the display indicates a call for heat.
If display shows “HEAT TO” over setpoint, the heat should not be running.
If the display shows “HEATING TO” over setpoint, the thermostat is trying to run the heating.
Display shows HEAT TO and heat is running.
The thermostat is not trying to run the heating at this time.
Display shows HEATING TO and heat is running.
The thermostat is trying to run the heating at this time. It is unusual that the thermostat would run heat if the room temperature reading is above the setpoint in thermostat display. Check equipment status.
Does the display indicate “Freeze Protection Active” above the room temperature?
In addition to the Freeze protection setting, when used for an radiant floor heat system, there are settings for minimum and maximum floor temperature.
Verify the following settings:
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ISU 5170 is Freeze protection
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ISU 5150 are the minimum and maximum floor temperature settings (only shown when ISU 1055 set for wired floor sensor)
Fan Issues
Fan will not run when expected
If the thermostat is set to control a heat-only system such as a boiler, there will not be a fan setting. Menu > Equipment Status will show the fan state.
For forced air heating or cooling, check equipment status. This will show the fan state. If it says “Idle (Fan Lockout)”, then the installer configured the thermostat to lock out fan at the end of a call for cooling for anywhere from 5 to 90 minutes
The ElitePRO™ Series Thermostat can have the fan set to on, auto, or circ for each schedule period.
If the EQUIPMENT STATUS screen shows Low, Medium, or High after “on”, the thermostat is set to control a PTAC or fan coil unit with multiple fan speeds. Low will energize G, medium will energize Y2. High will energize either Y2 if set for 2 fan speeds or whatever the installer assigned as the high speed when set to control 3 fan speeds. If U is used for high speed fan at the thermostat, this must be wired to the upper U and the switch must be up. If high speed fan is assigned to U1, U2, or U3 at EIM, the unused U from that set must be jumped to Rc. G is not energized if the thermostat is running the fan in medium or high speed.
If the EQUIPMENT STATUS screen shows the fan is on but the blower fan is not running, call the Pro installer to troubleshoot the issue.
Fan is running unexpectedly
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The ElitePRO™ Series Thermostats have different settings that might have turned on the fan. Check Menu > Equipment Status to see what the thermostat indicates it is running.
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The thermostat could be set to run the fan with a call for ventilation, humidification, or dehumidification.
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The thermostat will also run the fan with a call for cooling and in forced air heat systems the fan will also run with a call for heat (but this may or may not be controlled by the thermostat depending on the system type settings).
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There are ISU settings for extended fan run in heat or cool mode (ISU 3260) which can be set for up to 15 minutes.
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Additionally, the ElitePRO™ Series Thermostat has a “TEMPERATURE BALANCING” option to run the fan to average hot spots and cool spots if a remote sensor is used. This would have been configured by the installer in the ISU. To see if this is being used, go to menu and look for TEMPERATURE BALANCING. If that option appears, select it and see if it is currently active.
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The ElitePRO™ Series Thermostat can have the fan set to on, auto, or circ for each schedule period.
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If the thermostat doesn’t indicate the fan is on under the EQUIPMENT STATUS menu, it is possible something else in the system is controlling the fan such as a separate control for a humidifier, dehumidifier or ventilator.
Fan mode changes by itself
See the Fan is running unexpectedly or Fan will not run when expected.
Redlink Wireless Issues
I cannot link my ElitePRO™ Series Thermostat to the EIM:
There are different Redlink EIMs. Verify that you have compatible thermostat and EIM.
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The EIM used with ElitePRO S1000, S1100, and S1200 Thermostats is EIM4010, but it will also work with the THM04R3000 EIM which goes with the T10+, however when used with the THM04R* model, the ElitePRO™ Series Thermostat will not support the 3.0 ERM (outdoor module) or some additional settings that T10+ did not support.
* THM04R3000 EIM with Firmware 1.1.4 or later (higher). This will be the firmware on THM04R3000 EIM from factory with date code 2337 or higher. THM04R3000 EIMs made prior to this would have received an OTA firmware update if they had been used with T10+ thermostat that had been registered to the app.
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Verify that the switch on the EIM4010 is set to the correct position. If you are not using an ANT4010 external antenna, set the switch to “Internal Antenna”. If the switch is set to “External Antenna” when no external antenna is attached, the EIM4010 may still pair and communicate with the thermostat. However, it will not use the same internal Redlink antenna diversity as it does when the switch is set correctly, and communication will not be as robust.
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If the ElitePRO™ Series Thermostat had already been configured without an EIM, you need to do a factory reset of the thermostat to get to the initial screen that allows you to choose to use it with an EIM. Then follow the instructions on ElitePRO™ Series Thermostat display.
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If issue persists, see Redlink communication issues.
I cannot link my ElitePRO™ Series Thermostat to the wireless outdoor sensor:
Verify that you have the correct outdoor sensor for the ElitePRO™ Series Thermostat. The C7089R3013 is the Redlink 3.0 wireless sensor that is compatible with the ElitePRO™ Series Thermostats. The C7089R1013 is the older Redlink 2.0 sensor and is not compatible with ElitePRO™ Series Thermostats.
Active Rooms is selected but one or more of my sensors doesn't register activity:
Go to Menu > Priority. Verify active rooms is selected. View the status of the sensor(s) in question in that screen. If there is not an indication of occupancy by that sensor (green person next to sensor name) move in front of the sensor. If that doesn't change the status of the sensor:
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Verify the sensor you are testing is the one you see in the display. To do so, go to Devices and Sensors and select the sensor name.
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Verify the Use Motion slider is set to Enabled.
If so, select OPTIONS/BLINK LIGHTS. Go back to the sensor and verify it has a blinking light.
If not, check the other sensors in the home to see if the sensors were placed in the wrong rooms.
I cannot link my ElitePRO™ Series Thermostat to a wireless indoor sensor:
Verify that you have a compatible indoor sensor for the ElitePRO™ Series Thermostat. (See Q: Which Redlink Products do ElitePRO™ Series Thermostats work with? (Redlink compability))
If you have verified the sensor is a compatible model, move the sensor to the same room as the thermostat but keep at least 2 feet away and see if you can get the sensor to link.
Verify you have not exceeded the maximum number of indoor sensors for that thermostat (20 indoor sensors maximum).
See Wireless Indoor Sensor Installation.
Thermostat is losing time:
If the ElitePRO™ Series Thermostat is used with Matter without registering the thermostat to the First Alert App, it may lose time. We recommend registering the thermostat to the First Alert App, even when controlling it through Matter.
Redlink communication issues
In most cases Redlink thermostats connect to an EIM and Redlink Accessories and experience no communication issues even in very large homes. If the home has a lot of metal or concrete in the walls/floors between Redlink devices, this can impede the signal. In those cases, the connection will most likely fail at the time of installation. If the thermostat successfully connects to the Redlink accessory, you can touch Menu > Devices and Sensors. Then select the Redlink device you want to check the signal strength for.
A good signal is >/= -90 dBm. (Since this is shown as a negative value -80 dBm is > (greater than) -90 dBm).
If you are not able to get the thermostat to connect with a Redlink accessory:
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Verify compatibility. See Q: Which Redlink Products do ElitePRO™ Series Thermostats work with? (Redlink compability).
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If possible, relocate the accessory closer to the thermostat and test again. This is easy to do with wireless sensors but may be difficult to do with an EIM or ERM.
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If the EIM is in a metal box (Rooftop unit), you can use an antenna to extend the signal. Some installers will install an EIM in the rooftop unit and the antenna will drop down from there through the roof to a location with better wireless signal. The EIM4010 can use the external antenna, the THM04R EIM cannot.
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High EMF's could interfere with wireless signals including Redlink. EMF's can interrupt or shorten the wireless communication between Redlink components. A digital, 3 axis EMF meter can be used to locate and work around EMF interference in mechanical rooms or other places where a contractor may need to install a Redlink component. The most common sources of EMF interference found in residential and light commercial buildings are electrical breaker panels, motors, large fans, compressors, transformers and other electrical components.
EMF's tend to lose strength and dissipate within a very short distance from their source. This is why understanding the Redlink signal travel direction is important so that the EMF interference can be bypassed.
For example, placing the EIM on the correct side of a breaker panel may mean the difference between the signal connecting to the Redlink components or not.
Wi-Fi and app-related issues:
See WiFi Setup and Troubleshooting.
Customer Assistance
Call Resideo Customer Care toll-free at 1-800-633-3991.
5-year limited warranty
For Warranty information go to resideo.info/US-Warranty-THERMOSTAT