Troubleshooting and Support

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:

Check circuit breaker and reset if necessary.
Make sure power switch for heating & cooling system is on.
Make sure furnace door is closed securely.
Make sure the C wire is connected.

Cannot change temperature setpoint:

Verify the thermostat is set to the correct mode. Touch Mode to change mode setting.
If the display indicates “Setting locked” when you touch the up or down arrow, you can unlock the screen by selecting Menu > Screen lock.
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.
Default minimum and maximum settings:

Heat: 40 °F to 90 °F (4.5 °C to 32.0 °C)
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 installer may have set the thermostat to not display humidity.

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.

“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.
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.
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.
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.

If it is still not clear why heat is running, turn off power at the heating equipment and call the Pro installer to troubleshoot the issue.

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. The ElitePRO® Series Thermostat can be set to lock out heating during active alerts. A custom Dry Contact Alert set to lock out cooling could have been snoozed (or set to not display alert message by installer) but equipment status would show the cooling as “Idle (Dry contact lockout)”.

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 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.

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.

See if there are any active alerts. The ElitePRO® Series Thermostat can be set to lock out the heat during certain alerts. A custom Dry Contact Alert set to lock out heat and/or cooling could have been snoozed (or set to not display alert message by installer). In some cases, the equipment status would indicate why the heat or cool is off (Example: it may show “Idle (Dry contact lockout)”.
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 (or EIM if the ElitePRO® Series Thermostat is linked to an EIM) and then test the heat or cooling. If the thermostat then indicates a call for heat or cooling within 5 minutes, a shorted wire or high equipment draw could be interrupting power to the thermostat momentarily at the start of a heat or cooling call.

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.

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. If that display shows a status of “DEHUMIDIFYING” select “OPTIONS” and deselect “USE DEHUMIDIFICATION”. Then go back to the home screen and see if the cool call ends. The ElitePRO™ Series Thermostat can run the cooling up to 3 degrees below the cool set point if configured to use the air conditioner for dehumidification.

See Indoor Air Quality Control and Monitoring. 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:

If the thermostat is not in heat mode, see “Heat runs with thermostat in cool or off mode”.
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. Turn off power at the heating equipment and call the Pro installer to troubleshoot the issue.

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.

If it is still not clear why heat is running, turn off power at the heating equipment and call the Pro installer to troubleshoot the issue.

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. This is set up for some homes in very humid regions where running the fan at the end of a cool call can blow air over a wet coil and re-introduce humid air back into the space.

The ElitePRO™ Series Thermostat can have the fan set to on, auto, or circ for each schedule period. For some systems, there may alternately be fan settings of low, medium, and high. See Fan Scheduling.

Fan is running unexpectedly

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.
The thermostat could be set to run the fan with a call for ventilation, humidification, or dehumidification.
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).
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.
The ElitePRO™ Series Thermostat can have the fan set to on, auto, or circ for each schedule period. For some systems, there may alternately be fan settings of low, medium, and high. See Fan Scheduling.
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.

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