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First aid for heat pump malfunctions

WHAT YOU SHOULD DO IN CASE OF A MALFUNCTION

Is your heat pump showing a fault? Don't worry! Here you will find quick and practical guidance to help you check possible causes and resolve minor issues yourself.

If these measures are not successful, please always contact your installer in the first instance. As your installer is familiar with the system on site, they should be your first point of contact.

If you are unable to contact your installer, you can also contact our customer service team directly in urgent cases.

The correct procedure in the event of a fault

1. CREATE DATA LOG

If you notice that something is wrong with your heat pump or even an error code appears in the controller display, you should first of all create a data log. This means that we can still access a lot of the important data for precise fault analysis even after a reset attempt.

In this video, we show you how to create a data log.

 

2. RESET ERROR MESSAGE

If a fault occurs in the system, a corresponding error message appears on the screen. Before acknowledging a fault, you should read the sections “Fault diagnosis / error messages” and “Acknowledging a fault” in the user manual for your heat pump.

→ You can download the user manual for your alpha innotec heat pump here

Press and hold the rotary knob for 7 seconds to acknowledge the error message and restart the heat pump system ( =manual reset).

 

3. CONTACT AN EXPERT PARTNER

If the error message appears again after the reset or reappears after a short time, you should contact your installer immediately. If you cannot reach your installer, our customer service is also available for quick assistance.


Contact Alpha innotec Customer support

Help for self-help

  • ESTABLISH EMERGENCY MODE

    START EMERGENCY OPERATION

    This video shows how to switch the heating and domestic hot water preparation to the secondary heat generator with a heat pump from alpha innotec. ATTENTION: In emergency operation, increased electricity costs arise!
    Applies to all units except brine/water compact (23 kW and 33 kW) and water/water compact (28 kW and 44 kW). Here, it must be checked whether an additional heat generator is installed.


    • SOFTWARE UPDATE

      SOFTWARE UPDATE

      This video shows how to check and then update the software of an alpha innotec heat pump.


      • ERROR CODE 701702

        ERROR CODE 701/702: LOW PRESSURE FAULT IN AIR/WATER HEAT PUMPS

        1. Are the air intake and exhaust ducts covered, blocked or overgrown?
        The intake and exhaust openings of the heat pump must remain clear to ensure sufficient airflow. Covers, vegetation or other obstructions can restrict airflow and affect heat pump operation.

        2. Is the fan running?
        If the fan is not running, the cold air may not be removed sufficiently. This can cause the air heat exchanger (evaporator) to freeze and may result in a low-pressure fault. To check the fan, go to Service > Settings > Vent system and select Fan BOSUP. The fan starts after confirmation and runs for the set duration. It can also be stopped manually by unchecking Fan BOSUP.

        Attention: During the EVU lockout period, the fan may not run because the supply voltage has been switched off.

        3. Does the outdoor temperature sensor show the correct temperature?
        Check whether the displayed value is plausible. It should correspond approximately to the current outdoor temperature and the heat source inlet temperature. You can find these values under Service > Information > Temperatures.

        Attention: The outdoor temperature sensor must be mounted on the northern outer wall of the building and protected from direct sunlight.


        • ERROR CODE 715716

          ERROR CODE 715/716: HIGH PRESSURE FAULT

          1. Check the heat pump set points
          Check whether the set points, such as the hot water set point and heating curve settings, are within the operating limits of the heat pump. The operating limits of the device are stated on the type plate.

          2. Are all required shut-off valves open?
          Check that all shut-off valves required for operation are open. If the required valves are closed, the necessary flow may be restricted and the heat pump may shut down with a fault message. If necessary, contact your installer.

          3. Is the heating system vented?
          If a gurgling noise is heard while the circulation pump is running, the heating system may need to be vented. To check the circulation pumps, they can be controlled individually via the heat pump controller. Go to Service > Settings > Bleed system and select the relevant pump. The selected pump starts after confirmation.

          Attention: The individual pump designations can be found in the operating instructions.


          • ADJUST HEATING CURVE

            ADJUST HEATING CURVE

            This video shows how to set the heating curve on a heat pump from alpha innotec.


            • CREATE DATA LOG

              CREATE AND SAVE DATA LOG

              This video shows how to create and save a data log on an alpha innotec heat pump.


              • SET OVERFLOW VALVE FIX-SPEED HEAT PUMP

                SET OVERFLOW VALVE FIX-SPEED HEAT PUMP

                This video shows how to adjust the overflow valve on an alpha innotec Fix-Speed heat pump without capacity control.


                • SET OVERFLOW VALVE INVERTER HEAT PUMP

                  SET OVERFLOW VALVE INVERTER HEAT PUMP

                  This video shows how to adjust the overflow valve on a performance-controlled inverter heat pump from alpha innotec (V-Line models).