Troubleshooting

  • I have not received an activation email in my inbox to register the SIGNATURE ThermostatCauseSolutionEmail is blocked by your SPAM filtersCheck your SPAM folder in your inbox or try another email address.You have not yet created your profile on MyNuheat.comIf you have not received an Account Creation email, go to https://www.mynuheat.com. In the email address field, enter the email address that you used to complete the WiFi setup on the Signature thermostat. Click on 'Forgot Password' and re-enter the email address. You will be sent a temporary password that you can use to log in and setup your MyNuheat.com profile.
  • I can't connect to my WiFi networkCauseSolutionWrong passwordTry entering your password again. Be careful to enter uppercase and lowercase letters, numbers and symbols as needed. The SIGNATURE Thermostat can switch between three different keyboards to enter these characters.Your network name is hiddenIf you have another device connected to your WiFi network such as your mobile phone, stand next to your SIGNATURE Thermostat and go into your phone’s WiFi Settings to see if the network name is appearing. If you do not see the network, it could mean that your network name is hidden. If your wireless network is hidden, it means you’ve chosen to not have the network name broadcasted to devices. In the WiFi Settings on the SIGNATURE, select ‘Other’ at the bottom and type in the name of your network (aka SSID). Then enter your password when you are prompted. Thermostat is too far from WiFi routerTry connecting another device such as your mobile phone to your WiFi network. Standing next to your SIGNATURE Thermostat, go into your phone’s WiFi Settings. If the WiFi signal cannot be detected or is very weak on your phone, it means other devices may have trouble connecting to the network from that area of the home. This means you may be too far away from your WiFi router or there may be a problem with it. If your WiFi router is too far, you can purchase a WiFi signal repeater which will improve the range of the WiFi signal in your home for all devices.Insufficient security settings on your WiFi routerWith so many home devices now connected to the Internet, we want to make sure our SIGNATURE Thermostats are connected to secured networks so that hackers cannot gain control of devices in the home. There are two main types of encryption or protection available through wireless routers; WEP and WPA. WEP is the original form of wireless security which offers very minimal security. Hackers can very easily break into your wireless network if your router is setup with WEP encryption. It was replaced with WPA encryption in 1999 and WPA2 in 2006. WPA is a security protocol that makes it much more difficult to break into the networks. The SIGNATURE Thermostat currently supports WPA and WPA2 encryption only. Nuheat is releasing a version of the SIGNATURE that will support WEP in the coming months. If your router was manufactured after 2003, you should be able to change the setting from WEP to WPA (http://www.tech-faq.com/how-to-change-wep-to-wpa.html). Without a WiFi connection, the SIGNATURE thermostat can still control your floor heating system. Nuheat recommends the best course of action is to upgrade your security settings to properly protect your network from hackers. If that is not an option, please contact Nuheat Customer Care Team at 1-800-778-WARM (9276).Connection Failed Some WiFi routers are factory defaulted to a mixed encryption type meaning it is can be compatible with WPA as well as WPA2 encryption types. When the security setting on the WiFi router is set mixed encryption type, certain routers cannot connect to the SIGNATURE Thermostat. In your WiFi router’s security settings, change the encryption type to WPA2 only (newer and more secure encryption type than WPA) and try reconnecting your SIGNATURE Thermostat to your WiFi network. Too many wireless devices connected to your networkSome WiFi routers have a limit on the number of wireless devices that can connect to the Internet. To test if this is your issue, shut down one of the WiFi enabled devices in your home. Once that device is completely shut down, try again to connect to the network with the SIGNATURE Thermostat. If the SIGNATURE Thermostat successfully connects, consult the documentation for your access point or contact your ISP to find out if you can increase the number of simultaneous connections to your WiFi network.WiFi router requires a restart/rebootThe problem might be with your router, even if your other wireless devices are still connected. A simple restart of the router will usually resolve these types of issues. While most routers just need to be unplugged and plugged back into their power source to restart them, you should refer to your router’s documentation for specific instructions.WiFi router firmware needs to be updatedContact your Internet Service Provider (ISP) or the router manufacturer for instructions on how to updated the firmware. Presence of wireless interferenceTry turning off other wireless devices (Bluetooth, WiFi, wireless phones/cameras) that may cause interference then test the SIGNATURE Thermostat's network connection.SIGNATURE Thermostat needs a factory resetRestart your SIGNATURE Thermostat. To restart the SIGNATURE Thermostat, go to SETTINGS > FACTORY RESET and select RESET. Once your SIGNATURE Thermostat has restarted, go to SETTINGS > WIFI SETTINGS to try to connect again.
  • I have not received an activation email in my inbox to register the SIGNATURE ThermostatCauseSolutionWrong email was entered into the thermostatOn the SIGNATURE Thermostat, go into SETTINGS > THERMOSTAT INFO and confirm the email account was entered correctly.Email is blocked by your SPAM filtersCheck your SPAM folder in your inbox
  • I don't know how to get startedCauseSolutionComplete the WiFi setup process for the SIGNATURE thermostat In order to access all the wireless features of the SIGNATURE thermostat, you must first connect the SIGNATURE thermostat to your WiFi network. Go into SETTINGS > WIFI SETTINGS and complete the WiFi setup. Once the thermostat is connected to your WiFi network, you will be asked for an email address to begin your MyNuheat.com account setup. An email with an activation link and instructions will be sent to that email address. After your MyNuheat.com account is setup, you can control your SIGNATURE thermostat(s) via MyNuheat.com or download the Nuheat Signature App from the App Store or Google Play.
  • I can’t download the Nuheat App on my iPadCauseSolutionNuheat SIGNATURE app is categorized as iPhone appWhen you open the App Store on your iPad, on the top, select ‘iPhone only’ and you will see the Nuheat SIGNATURE app. The Nuheat SIGNATURE app was created and optimized for smartphones. The app still fully functions on a tablet but it doesn’t stretch to the full tablet screen.
  • I can’t control my SIGNATURE via my Nuheat SIGNATURE appCauseSolutionWrong app was downloadedMake sure you've downloaded the Nuheat SIGNATURE app. The app logo should be the red Nuheat "foot".Thermostat is offlineCheck your WiFi router to ensure it is functioning properly and that you have wireless internet service in the home. Ensure the WiFi network password has not changed.
  • I am connected to my WiFi network but when I try to setup my weather, it says the “Thermostat must be connected to WiFi network to retrieve weather location.”CauseSolutionThis is just a reminderPress 'Change' and complete the setup process. After completion, the thermostat will take about 30 seconds to retrieve the weather information.
  • My weather information is not accurateCauseSolutionWrong ZIP/Postal codeCheck your zip code (SETTINGS > WEATHER SETTINGS) to ensure the proper ZIP/Postal code was entered.Change in weather between update periodsThe weather information on the SIGNATURE thermostat is updated every three hours from the weather database. Although it is fairly accurate and up-to-date, weather changes that occur between update periods may not be reflected on the thermostat.
  • The thermostat is 'Offline' CauseSolutionThermostat is disconnected from your WiFi routerCheck your WiFi router to ensure it is online. See if other devices connected to your WiFi network are still connected. If other devices are also disconnected from your WiFi network, there may be a problem with your ISP (Internet Service Provider), or your WiFi router. Try restarting your router or ensure your password or security settings hasn’t changed. Server maintenanceOn occasion and usually in off-peak hours only, our database is being updated so we will take the server offline momentarily while the updates are taking place. It should only be offline for 1-2 minutes before it’s online again. Try logging off and logging back in.
  • The floor/room temperature information on the app and the website is different than the temperature on the thermostat.CauseSolutionTime required to sync devices/websitesAny changes on the Nuheat SIGNATURE app, the MyNuheat.com website, or the SIGNATURE Thermostat is communicated to the Nuheat server. The server then pushes the new information out to the other devices. Sometimes there is a slight delay before the information is synced on all the devices.
  • The SIGNATURE Thermostat screen says “Thermostat is not functioning properly. Please contact Nuheat.”CauseSolutionFloor sensor is damaged or missingGo into SETTINGS > THERMOSTAT INFO > PAGE 2 and check the status of the Floor Sensor. If the status is 'Fail', it means the floor sensor is damaged or missing. Go to SETTINGS > SETUP/PREFERENCES and change 'Temp. control' and 'Temp. display' to Air/Room Temp. The SIGNATURE Thermostat will now display and control the temperature of the room. Contact your installer to install or replace the floor sensor. If problem persists, contact Nuheat Customer Care at 1-800-778-WARM (9276).
  • Programmable thermostat screen is blankCauseSolutionNo voltage to programmable thermostatTurn your breaker on. Call your electrician to check the wiringWiring is not correct or badCall your electrician in and have them call Nuheat for correct information
  • GFCI light is onCauseSolutionUnit needs to be resetFollow these instructions.Nuheat system has been damaged.Call your electrician to perform insulation and resistance tests as per installation instructions. If mat is damaged & you know where the break is; your electrician can make the repair using a Nuheat Mat Repair Kit that is ordered from your local Nuheat dealer. If it is not known where the break is, call Nuheat at 1-800-778-9276 for assistance.Halogen lights installed or other electrical noicse is causing it to trip or the system was not installed on a dedicated non-GFCI circuit Call Nuheat at 1-800-778-9276.Nuheat system is not grounded properlyCall your electrician in and have them check the wiring according the installation instructions and call Nuheat for correct information.
  • Floor heats but GFCI light turns on OCCASIONALLYCauseSolutionThe thermostat has reached its end of life or is no longer functioning.Call your electrician to determine if it is a connection issue or thermostat issue. If it is an issue with the thermostat, and it is within the units warranty period, call Nuheat at 1-800-778-9276. If the thermostat is past the warranty time, it needs to be replaced with a new thermostat. See Where to Buy tool on 1st pageBathroom fans when switched on or off could be emitting electrically noise, causing the GFCI to tripCall your electrician in and have them call Nuheat for correct information
  • Programmable thermostat won't hold a programCauseSolutionThe thermostat has reached its end of life or is no longer functioning.Call your electrician to determine if it is a connection issue or thermostat issue. If it is an issue with the thermostat, and it is within the units warranty period, call Nuheat at 1-800-778-9276. If the thermostat is past the warranty time, it needs to be replaced with a new thermostat. See Where to Buy tool on 1st page.Thermostat programs are not set properlyCheck out programming instructions and re-program the thermostat. Call Nuheat at 1-800-778-9276 for help.
  • Programmable thermostat turns ON before programmed set timeCauseSolutionThis is not a malfunction. Early start feature is ON.If not desired, refer to programming instructions and disable Early Start feature in thermostat settings.
  • Control showing much higher temperature than setCauseSolutionProbe in direct sunlight, near other heat source or under obstruction (i.e. furniture).Call your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.Thermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • Control shows a cool floor temperature but floor feels warm. Heating indicator bars are showing.CauseSolutionProbe placement not on heating area.Call your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.
  • "HI" reading on the screenCauseSolutionThe temperature reading is higher than 158°F (70°C). Although the thermostat does not display temperatures above that value, it continues to operate and control the temperature.No corrective action is necessary.
  • "LO" reading on the screenCauseSolutionThe ambient or floor temperature reading is lower than 32°F (0°C). Although the thermostat does not display temperatures below that value, it continues to operate and control the temperature.No corrective action is necessary.
  • Back light flashes continually.CauseSolutionThermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • "Err 01" reading on the screenCauseSolutionTwo or more thermostats have been configured as "master" in the same network. Only one thermostat per network must be configured as "master".Refer to programming instructions and reconfigure one thermostat as the master.
  • "Err 02" reading on the screenCauseSolutionThere is a short in the network wires. This can indicate the terminal polarity was not observed during the network cable connections. Although the error code appears only on the master thermostat, the short or bad connection can be anywhere in the network.Call electrician to ensure polarity of network wires is correct.
  • "Err 03" reading on the screenCauseSolutionThe floor sensor circuit is open. This can be caused by a cut in the floor sensing probe wires.Call your tile setter to replace floor sensing probe or remove the sensor probe wires from the thermostat and switch the setting to read Ambient temperature only. Call Nuheat at 1-800-778-9276 for help.
  • "Err 04" reading on the screenCauseSolutionThe floor sensor is shorted. This can happen, for example, if a nail or screw has been driven through the wires.Call your tile setter to replace floor sensing probe or remove the sensor probe wires from the thermostat and switch the setting to read Ambient temperature only. Call Nuheat at 1-800-778-9276 for help.
  • "Err 05" reading on the screenCauseSolutionThe ambient temperature sensor circuit is open. If a floor sensing probe was installed in the floor, switch the thermostat to Floor mode. If the thermostat is 3 years or older, it has reached it's end of life and needs to be replaced. See Where to Buy on Page 1.
  • "Err 06" reading on the screenCauseSolutionThe ambient temperature sensor is shorted. If a floor sensing probe was installed in the floor, switch the thermostat to Floor mode. If the thermostat is 3 years or older, it has reached it's end of life and needs to be replaced. See Where to Buy on Page 1.
  • Programmable thermostat screen is blankCauseSolutionNo voltage to programmable thermostat.Call your electrician to turn breaker on.Thermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • GFCI light is onCauseSolutionUnit needs to be resetFollow these instructions.Nuheat system has been damaged.Call your electrician to perform insulation and resistance tests as per installation instructions. If system is damaged, call Nuheat at 1-800-778-9276It has reached its end of life and needs to be replaced.Call Nuheat at 1-800-778-9276.
  • Floor heats but GFCI light turns on OCCASIONALLYCauseSolutionProgrammable thermostat has a defective GFCI that is oversensitive.Call Nuheat at 1-800-778-9276.Halogen lights installed causing electrical noise to trip programmable thermostat.Call Nuheat at 1-800-778-9276.
  • Control showing much higher temperature than setCauseSolutionProbe in direct sunlight, near other heat source or under obstruction (i.e. furniture).Call your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.
  • Control shows a cool floor temperature but floor feels warm. Heating indicator bars are showing.CauseSolutionProbe placement not on heating area.Call your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.
  • "LO" reading on the screenCauseSolutionThe measured temperature is below the thermostat’s display range. Heating is activated.No corrective action is necessary.
  • "HI" reading on the screenCauseSolutionThe measured temperature is above the thermostat’s display range. Heating is deactivated.No corrective action is necessary.
  • "Er" reading on the screenCauseSolutionWiring is done incorrectly.Call your electrician to verify the thermostat and sensor connections.
  • Programmable thermostat screen is blankCauseSolutionProgrammable thermostat is not turned on.Open left hand door. Turn On/Standby switch to ON.No voltage to programmable thermostat.Call your electrician to turn breaker on.Thermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • GFCI light is onCauseSolutionUnit needs to be resetFollow these instructions.Nuheat system has been damaged.Call your electrician to perform insulation and resistance tests as per installation instructions. If system is damaged, call Nuheat at 1-800-778-9276Thermostat has reached its end of life and needs to be replaced.Call Nuheat at 1-800-778-9276.
  • Floor heats but GFCI light turns on OCCASIONALLYCauseSolutionThermostat has reached its end of life and needs to be replaced.Call Nuheat at 1-800-778-9276.Halogen lights installed causing electrical noise to trip programmable thermostat.Call Nuheat at 1-800-778-9276.
  • "LO" reading on the screenCauseSolutionFloor sensing probe is damaged, missing or looseCall your electrician to check the floor sensing probe.Thermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • "HI" reading on the screenCauseSolutionProbe is likely too close or is touching a heating wire inside the matCall your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.Probe is damagedConfirm with electrician and have tile installer install new probe under tile
  • Programmable thermostat won't hold a programCauseSolutionThermostat has reached its end of life.Call Nuheat at 1-800-778-9276.Thermostat programs are not set properlyCheck out programming instructions and re-program the thermostat.
  • Programmable thermostat turns ON before programmed set timeCauseSolutionThis is not a malfunction. Early start feature is ON.If not desired, refer to programming instructions and disable Early Start feature in thermostat settings.
  • Control showing much higher temperature than setCauseSolutionProbe in direct sunlight, near other heat source or under obstruction (i.e. furniture).Call your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.Thermostat has reached its end of life.Call Nuheat at 1-800-778-9276.
  • Control shows a cool floor temperature but floor feels warm. Heating indicator bars are showing.CauseSolutionProbe placement not on heating areaCall your tile setter to: Option 1 - If the thermostat has an Ambient Sensing feature, refer to the programming instructions and switch to Ambient Mode. Option 2 - Remove flooring and reposition probe. Option 3 - Disconnect existing probe and replace with new probe and position properly.
  • Mats do not heat upCauseSolutionBad connection in junction boxCall your electricianNo voltage to controlCall your electricianNo voltage out of controlCall your electrician to determine if it is a connection issue or thermostat issue. If it is an issue with the thermostat, call Nuheat at 1-800-778-9276Probe placed directly on heating wireCall your tile setter to reposition probe between two runs of heating wire on the mat. Alternatively, if the thermostat has an ambient sensing feature, refer to the programming instructions and switch to Ambient Mode.Mat wire is damagedCall your electrician to perform insulation and resistance tests as per cable installation instructions. If cable is damaged, call Nuheat at 1-800-778-9276Probe in direct sunlight or under obstructionCall your tile setter to reposition probe away from direct sunlight or under obstruction. Alternatively, if the thermostat has an ambient sensing feature, refer to the programming instructions and switch to Ambient Mode.
  • Floor does not heat upCauseSolutionBad connection in junction boxCall your electricianNo voltage to controlCall your electricianNo voltage out of controlCall your electrician to determine if it is a connection issue or thermostat issue. If it is an issue with the thermostat, call Nuheat at 1-800-778-9276Probe placed directly on heating cableCall your tile setter to reposition probe between two runs of heating cable. Alternatively, if the thermostat has an ambient sensing feature, refer to the programming instructions and switch to Ambient Mode.Cable is damagedCall your electrician to perform insulation and resistance tests as per cable installation instructions. If cable is damaged, call Nuheat at 1-800-778-9276Probe in direct sunlight or under obstructionCall your tile setter to reposition probe away from direct sunlight or under obstruction. Alternatively, if the thermostat has an ambient sensing feature, refer to the programming instructions and switch to Ambient Mode.
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