Trouble​shooting

eu1009-senz-wifi-box-with-content-(2)


Please click here to visit our ​​RAYCHEM YouTube channel to access installation videos for our thermostats.

The screen is blank
  • Cause
    Solution

  • The unit is turned off.
    The button is on the left and needs to be turned on by lifting the button UP.

  • There is no power going to thermostat
    Confirm if the circuit break on the electrical panel is ON and/or contact your electrician to confirm/check the wiring.

Thermostat disconnects from my WiFi network unexpectedly.
  • Cause
    Solution

  • WiFi router set to mixed encryption
    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 to mixed encryption (WPA/WPA2), certain routers are having issues staying connected to the Senz Wifi 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 Senz Wifi thermostat to your WiFi network. If using a dual-band router, make this change on the 2.4Ghz band which the Senz Wifi thermostat uses to connect to your WiFi router. 

  • Wireless interference is disrupting the WiFi connection
    The channel on your router is likely set on Auto. If you are experiencing intermittent connection issues while on Auto, try changing to channel 1, 6 or 11 which are the least congested channels for WiFi signals. If using a dual-band router, make this change on the 2.4Ghz band which the Senz Wifi thermostat uses to connect to your WiFi router. 

I can't connect to my WiFi network
  • Cause
    Solution

  • WiFi router is set to mixed encryption
    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 Senz Wifi 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 Senz Wifi thermostat to your WiFi network. If using a dual-band router, make this change on the 2.4Ghz band which the Senz Wifi thermostat uses to connect to your WiFi router. 

  • WiFi router requires a restart/reboot
    The 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 updated
    Check that your WiFi firmware and drivers have been updated to the latest versions. Contact your Internet Service Provider (ISP) or the router manufacturer for instructions on how to update the firmware and drivers. They are usually available to download from the WiFi router manufacturer's website. 

  • Your network name is hidden
    If you have another device connected to your WiFi network such as your mobile phone, stand next to your Senz Wifi 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 Senz Wifi, 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 router
    Try connecting another device such as your mobile phone to your WiFi network. Standing next to your SENZ WIFI 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.

The thermostat is 'Offline'
  • Cause
    Solution

  • WiFi router is set to mixed encryption
    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 Senz Wifi 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 Senz Wifi thermostat to your WiFi network.

  • WiFi router requires a restart/reboot
    The 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.

  • Your WiFi router is not connected to the internet
    Check 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 maintenance
    On 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.

  • WiFi router firmware needs to be updated

    Check that your WiFi firmware and drivers have been updated to the latest versions. Contact your Internet Service Provider (ISP) or the router manufacturer for instructions on how to update the firmware and drivers. They are usually available to download from the WiFi router manufacturer's website. 


The floor/room temperature information on the app is different than the temperature on the thermostat.
  • Cause
    Solution

  • Time required to sync devices/websites
    Any changes on the SENZ WIFI app or the SENZ WIFI Thermostat is communicated to the nVent 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.

I don't know how to get started
  • Cause
    Solution

  • Complete the WiFi setup process for the Senz Wifi thermostat
    In order to access all the wireless features of the SENZ WIFI thermostat, you must first download the SENZ WIFI app on a mobile device from the Google Play (for an Android device) or App Store (for an Apple device). You will need to create an account. You will get an email from nVent with an activation link for the account. Once this is done, you can connect the SENZ WIFI 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. An email with an activation link for the thermostat and instructions will be sent to that email address. Once you have clicked on the activation link, your thermostat will automatically appear in your SENZ WIFI APP next time you open the APP on your mobile device. You are ready to control your SENZ WIFI thermostat from a distance.

The thermostat is heating outside of the programmed schedule
  • Cause
    Solution

  • The Early Start feature is enabled/on.
    The Early Start features uses a predictive algorithm that takes your floor's heating/cooling characteristics and uses it to determine the amount of time it needs to heat (aka "pre-heat") the floor in order for the floor temperature to reach the target temperature in your schedule/programming. Pre-heating is a normal behavior if the Early Start feature is enabled/on. 

    To disable the Early Start function, go to Settings Menu/Settings/Advanced/Adaptive function. Click on the switch so that it turns black. Click on the OK button (green V at the bottom right of the screen) and go back to your home screen.

    Note: If Early Start is disabled, the floor will only begin heating AT the time in your program/schedule. If you want the floor to be warm by the time set in your program/schedule but you do not want to enable the Early Start feature, we suggest setting the start time in your program/schedule at least 30-60 minutes before the expected time you want the floor to be warm. 

The thermostat is under/overshooting the target floor temperature
  • Cause
    Solution

  • Thermostat is learning the heating/cooling characteristics of your floor
    The thermostat should maintain the floor temperature (or ambient/air temperature depending on the Temp Control setting) within 1-2 degrees of the target temperature which is the small number on the home screen of the thermostat. If it overshoots/undershoots the target, it is due to the thermostat needing to learn the heating/cooling characteristic of your floor. This behavior is most prominent in installations where the system is turned on for the first time. It will take 3-5 days of uninterrupted heating/cooling for the thermostat to learn the floor's heating/cooling characteristics. It can also be triggered by a sudden change in temperature or heat loss in the room (eg. caused by weather). This will also temporarily affect the accuracy/ability to maintain the target temperature. After 3-5 days of uninterrupted heating/cooling, the thermostat will adapt to the new temperature characteristics of the floor. 

I can’t control my SENZ WIFI via my RAYCHEM SENZ WIFI app
  • Cause
    Solution

  • Wrong app was downloaded
    Make sure you've downloaded the SENZ WIFI app. The app logo should be the red RAYCHEM "foot".

  • Thermostat is offline
    Check your WiFi router to ensure it is functioning properly and that you have wireless internet service in the home. Refer to troubleshooting steps under "The thermostat is offline". 

I have not received an activation email in my inbox to register the Senz Wifi Thermostat
  • Cause
    Solution

  • Email is blocked by your SPAM filters
    Check your SPAM folder in your inbox. To attempt a resend of the Activation Email, go to the SENZ WIFI APP on your mobile device. You will see a resend button near your thermostat.

    If this does not work, contact nVent, we will unlock the thermostat from a distance and you will be able to start using the app right away.

  • Wrong email was entered into the thermostat
    On the SENZ WIFI Thermostat, go into SETTINGS, THERMOSTAT INFO and confirm the email account was entered correctly.

eu1008-senz-box-with-content-(2)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

My thermostat shows the floor should be heating but doesn't trigger.
  • Cause
    Solution

  • My thermostat shows the floor should be heating but doesn't trigger.
    Call your electrician. 

I accidentally locked my thermostat, how do I unlock it?
  • Cause
    Solution

  • I accidentally locked my thermostat, how do I unlock it?
    Please contact nVent for an administrator passkey.

What should I do if my thermostat does not turn on?
  • Cause
    Solution

  • What should I do if my thermostat does not turn on?
    Ensure the thermostat is wired correctly, getting power and is turned on. If so and your thermostat is still not working, it will need to be replaced.

I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
  • Cause
    Solution

  • I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
    Touch on the Menu button (bottom left of your home screen) on the SENZ thermostat and select the OFF mode in the scroll menu (this is represented with a ON/OFF button).

How can i go from a programmed mode to a constant mode?
  • Cause
    Solution

  • How can i go from a programmed mode to a constant mode?
    Touch on the Menu button (bottom left of your home screen) on the SENZ thermostat and select the Constant mode in the scroll menu (this function is symbolized with a infinity sign).

How can I go from a programmed mode to a frost protection mode?
  • Cause
    Solution

  • How can I go from a programmed mode to a frost protection mode?
    Make sure Frost protection is active in the settings (read below how to activate the Frost protection in the settings) and then touch on the Menu button (bottom left of your home screen) on the SENZ thermostat and select the OFF mode in the scroll menu (this is represented with a ON/OFF button).  You will see a snowflake appearing on the screen with the text Frost Protection.

    To activate the Frost Protection in the Settings, follow the steps described below:
    - On the home screen touch the Menu button (bottom left)
    - In the scroll menu select Settings Menu (represented by a bullet list)
    - Select Settings (represented by a wrench key)
    - Scroll down (using a swipe gesture) and select Advanced (represented by a gear)
    - In Advanced, scroll down to Frost Protection
    - Activate Frost Protection (don't forget to touch the OK symbol)
    - Select the desired Frost Protection temperature and touch the OK symbol
    - Scroll down and select the Home symbol

    Your Frost Protection mode is enabled and will be active when your thermostat is put to the OFF mode.

The thermostat shows a sensor error, how can I replace it?
  • Cause
    Solution

  • The thermostat shows a sensor error, how can I replace it?
    Refer to "The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?". If ambiant regulation is not allowed or desired, call your electrician.

The thermostat shows a sensor error, how can I replace it?
  • Cause
    Solution

  • The thermostat shows a sensor error, how can I replace it?
    If the sensor is installed in a sensor tube as per our instructions, simply pull it out and put a new one in. [reference depending on thermostat selected]. If it wasn't installed as per our instructions or the sensor can't be pulled out / changed this way, refer to "The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?". If the sensor really needs to be changed, a part of the floor (where the sensor is) will need to be untiled.

The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?
  • Cause
    Solution

  • The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?

    There are 4 error codes in the SENZ thermostat:

    • E0 and E1: The thermostat is deffective. Contact nVent, your thermostat needs to be replaced.
    • E2: The external sensor is deffective or disconnected. The sensor needs to be replaced or re-connected by a qualified electrician. Please contact your installer or nVent for further instructions.
    • E5: Internal overheating. Contact a qualified installer or nVent to inspect the underfloor heating installation.

    You should not use a thermostat that a qualified installer has installed with a floor sensor without this floor sensor. This could result in overheating and even damage of your floor.



I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013 for instructions.

I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
  • Cause
    Solution

  • I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
    Call your electrician. 

What does the errors displayed on the SENZ mean? Where to find the error codes of the SENZ?
  • Cause
    Solution

  • What does the errors displayed on the SENZ mean? Where to find the error codes of the SENZ?

    There are 4 error codes in the SENZ thermostat:

    • E0 and E1: The thermostat is deffective. Contact nVent, your thermostat needs to be replaced.
    • E2: The external sensor is deffective or disconnected. The sensor needs to be replaced or re-connected by a qualified electrician. Please contact your installer or nVent for further instructions.
    • E5: Internal overheating. Contact a qualified installer or nVent to inspect the underfloor heating installation.

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013 for instructions.

eu0638-green-leaf-box-with-content-(2)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

My thermostat shows the floor should be heating but doesn't trigger.
  • Cause
    Solution

  • My thermostat shows the floor should be heating but doesn't trigger.
    Call your electrician. 

What should I do if my thermostat does not turn on?
  • Cause
    Solution

  • What should I do if my thermostat does not turn on?
    Ensure the thermostat is wired correctly, getting power and is turned on. If so and your thermostat is still not working, it will need to be replaced.

I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
  • Cause
    Solution

  • I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
    Touch the GREEN LEAF symbol for about 3 seconds and the screen of the GREEN LEAF thermostat will go black.

    Your thermostat is switched OFF now. You will not loose the settings or programming of your thermostat.

How can i go from a programmed mode to a constant mode?
  • Cause
    Solution

  • How can i go from a programmed mode to a constant mode?
    By touching the GREEN LEAF button of the GREEN LEAF thermostat you will jump from the Constant Mode to a Weekly Timer Mode (aka programmed mode). You can see in which mode you are by looking at the screen.

    In the constant mode you see a sensor symbol (house, sensor or house and sensor), a measured temperature, a heating symbol and 3 buttons at the bottom of the screen.

    In the Weekly Timer mode, you will also see the day of the week, the time and an event number and symbol. At the bottom you will see 4 buttons.

How can I go from a programmed mode to a frost protection mode?
  • Cause
    Solution

  • How can I go from a programmed mode to a frost protection mode?
    There is no Frost Protection mode on the GREEN LEAF thermostat, but there is a very easy way to do the same thing as a Frost Protection mode with this thermostat.

    Put the thermostat in Constant mode (going from the Programmed mode to the constant mode is simply touching the GREEN LEAF button). Then set the desired temperature to 7°C (using the left and right arrows). Once the thermostat set temperature is on 7°C, the heating will almost always be OFF and because the thermostats screen will dim after about 1 minute, the consumption of the thermostat is neglectable. If the temperature of the ROOM or the FLOOR (depending on the sensing mode) drops below 7°C, the floor will start heating again to protect the room/floor from freezing. 

The thermostat shows a sensor error, how can I replace it?
  • Cause
    Solution

  • The thermostat shows a sensor error, how can I replace it?
    If the thermostat shows a sensor ERROR, it means that the floor sensor is disconnected or broken.

    A qualified installer needs to re-connect or replace the sensor.

The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?
  • Cause
    Solution

  • The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?

    Call nVent 0800 969013 for instructions.


I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013.

I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
  • Cause
    Solution

  • I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
    Call your electrician. 

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013 for instructions.

eu1080-nrg-dm-box-with-content-(3)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

My thermostat shows the floor should be heating but doesn't trigger.
  • Cause
    Solution

  • My thermostat shows the floor should be heating but doesn't trigger.
    Call your electrician. 

I accidentally locked my thermostat, how do I unlock it?
  • Cause
    Solution

  • I accidentally locked my thermostat, how do I unlock it?
    On the NRG-DM, press simultaneously on the 3 buttons for 7 seconds and the thermostat is unlocked.

What should I do if my thermostat does not turn on?
  • Cause
    Solution

  • What should I do if my thermostat does not turn on?
    Ensure the thermostat is wired correctly, getting power and is turned on. If so and your thermostat is still not working, it will need to be replaced.

I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
  • Cause
    Solution

  • I am going on vacation and would like to turn off my floor heating without losing my settings. How do I do this?
    There is no Frost Protection mode on the NRG-DM thermostat, but there is a very easy way to do the same thing as a Frost Protection mode with this thermostat.

    Put the thermostat in Constant mode (press on the button from the middle to enter the menu, move up using the arrow and select the Constant Mode). Then set the desired temperature to 7°C (using the up and down arrows). Once the thermostat set temperature is on 7°C, the heating will almost always be OFF and because the thermostats screen will dim after about 1 minute, the consumption of the thermostat is neglectable. If the temperature of the ROOM or the FLOOR (depending on the sensing mode) drops below 7°C, the floor will start heating again to protect the room/floor from freezing. 

How can i go from a programmed mode to a constant mode?
  • Cause
    Solution

  • How can i go from a programmed mode to a constant mode?

    There are 3 operating modes in the NRG-DM:

    • Constant Mode
    • Event Mode
    • Boost Mode

    In order to change modes, press the button from the middle to enter the Menu.

    Use the Up and Down arrows to select the desired mode.

    Use the button from the middle to confirm the selection (label of the button is "OK").


How can I go from a programmed mode to a frost protection mode?
  • Cause
    Solution

  • How can I go from a programmed mode to a frost protection mode?
    There is no Frost Protection mode on the NRG-DM thermostat, but there is a very easy way to do the same thing as a Frost Protection mode with this thermostat.

    Put the thermostat in Constant mode (press on the button from the middle to enter the menu, move up using the arrow and select the Constant Mode). Then set the desired temperature to 7°C (using the up and down arrows). Once the thermostat set temperature is on 7°C, the heating will almost always be OFF and because the thermostats screen will dim after about 1 minute, the consumption of the thermostat is neglectable. If the temperature of the ROOM or the FLOOR (depending on the sensing mode) drops below 7°C, the floor will start heating again to protect the room/floor from freezing. 

The thermostat shows a sensor error, how can I replace it?
  • Cause
    Solution

  • The thermostat shows a sensor error, how can I replace it?

    There are 4 error codes in the NRG-DM thermostat:

    • E0 and E1: The thermostat is deffective. Contact nVent, your thermostat needs to be replaced.
    • E2: The external sensor is deffective or disconnected. The sensor needs to be replaced or re-connected by a qualified electrician. Please contact your installer or nVent for further instructions.
    • E5: Internal overheating. Contact a qualified installer or nVent to inspect the underfloor heating installation.

    You should not use a thermostat that a qualified installer has installed with a floor sensor without this floor sensor. This could result in overheating and even damage of your floor.



The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?
  • Cause
    Solution

  • The thermostat shows a sensor error and I am unable to replace it, am I allowed to use the thermostat without floor sensor?

    Call nVent 0800 969013 for instructions.


I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013.

I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
  • Cause
    Solution

  • I have issues with my floor heating and someone needs to come do a reparation to the cable, who should I contact?
    Call your electrician. 

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013 for instructions.

t2quicknetnet-resize (1)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

Floor does not heat up
  • Cause
    Solution

  • Bad connection in junction box
    Call your electrician.

  • No voltage to control
    Call your electrician.

  • No voltage out of control
    See troubleshooting section for thermostats.

  • Probe placed directly on heating wire
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent (+32 16 213 502) for instructions.

  • Mat wire is damaged
    If the mat wire is damaged a repair is possible with a RAYCHEM repair kit (U-ACC-FH-CW-SP)

  • Probe in direct sunlight or under obstruction
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent (+32 16 213 502) for instructions.

What should I do if the RCD trips?
  • Cause
    Solution

  • What should I do if the RCD trips?
    The cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

What should i do if my circuit breaker of my floor heating trips?
  • Cause
    Solution

  • What should i do if my circuit breaker of my floor heating trips?
    If it is a new installation, make sure our recommandations regarding circuit breaker usage and maximum circuit length have been respected. If it is an existing installation that worked in the past, or if the circuit breaker used is correct and the circuit length is not exceeded, the cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

I accidentally damaged the cable during/after installation, how can I repair it?
  • Cause
    Solution

  • I accidentally damaged the cable during/after installation, how can I repair it?
    The fault will need to be localised and repaired using our repair kits if possible. [repair kit reference depending on used floor heating system]

Do you offer a repair kit?
Does the sensortip has to touch the metal plug at the end of the sensortube?
  • Cause
    Solution

  • Does the sensortip has to touch the metal plug at the end of the sensortube?
    When installing the sensor in the tube, it is best if there is contact between the sensor tip and the metal plug, but this is not mandatory.

What is the black plastic shroud delivered with the sensortube in the Quicknet pack used for?
  • Cause
    Solution

  • What is the black plastic shroud delivered with the sensortube in the Quicknet pack used for?
    This tip is used to attach the sensor tube to certain types of wall boxes. It is a sort of redurering clip. Once the sensor tupe is installed in the reducering clip, and the clip is inserted in the wall box, then the sensor tube can not be removed from the wall box anymore.

    The clip is mainly used in Nordic countries with Elko type of wall boxes.

Can I use mosaic tiles on top of the QUICKNET?
  • Cause
    Solution

  • Can I use mosaic tiles on top of the QUICKNET?

    It is not advisable to use mosaic tiles mats directly on top of QuickNet. If this combination is chosen, it is imortant to keep the following in mind:

    • QuickNet should be embedded in 15mm of filler material in order to spead the load bearing of the small tiles.
    • The tile glue used for Mosaic tile mats is very often not compatible with underfloor heating (the tile glue needs to of type S = flexible tile adhesive)

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013.

Probe in direct sunlight or under obstruction
  • Cause
    Solution

  • Probe in direct sunlight or under obstruction
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent 0800 969013 for instructions.

Probe placed directly on heating wire
  • Cause
    Solution

  • Probe placed directly on heating wire
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent 0800 969013 for instructions.

t2reflectaplaat (1)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

Floor does not heat up
  • Cause
    Solution

  • Bad connection in junction box
    Call your electrician.

  • No voltage to control
    Call your electrician.

  • No voltage out of control
    See troubleshooting section for thermostats.

  • Probe placed directly on heating cable
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent (+32 16 213 502) for instructions.

  • Cable is damaged
    If the cable is damaged a repair is possible with a RAYCHEM repair kit (U-ACC-FH-CW-SP)

  • Cable is powered through a contactor.
    Bypass the thermostat output and force the contractor in "on" state.

  • Cable is powered through the thermostat directly
    Bypass the thermostat by powering the cable directly to 230V. Check if the heating cable is functional by bypassing the thermostat and powering the heating cable directly. Leave this on for half an hour and check if your floor temperature has changed. While you wait, check if the output of the thermostat is indeed switching by putting the requested temperature as high as you can, and check if 230V are on the output terminal of the thermostat.

    If the floor temperature has changed or the output of the thermostat doesn't switch, refer to "My thermostat shows the floor should be heating but doesn't trigger, what should I do?".

    If the floor temperature hasn't changed after half an hour, make sure the heating cable is powered and 230V is powered at the junction box. If it is, contact nVent. If it isn't, check your electrical installation (contactor / electrical wiring) to ensure it is.

Can I use mosaic tiles on top of the T2RED +REFLECTA?
  • Cause
    Solution

  • Can I use mosaic tiles on top of the T2RED +REFLECTA?
    It is not advisable to use mosaic tiles mats directly on top of Reflecta plates. 

    Mosaic tiles can best be installed on top of a layer of 15mm of filler material, so the effect of the Reflecta plates dissapears.

    It is better to have a layer of insulation (or insulation plates like Wedi boards), a metal mesh can be used on top of the insulation layer. The T2Red can be attached to the metal mesh. A layer of 15-30 mm of screed can be installed on top of that. The Mosaic tiles will then be glued on the screed when fully dry (the Mosaic tile manufacturer needs to be consulted for a type of glue that is compatible with underfloor heating).

What is the biggest tile size to be used onto the T2RED+REFLECTA?
  • Cause
    Solution

  • What is the biggest tile size to be used onto the T2RED+REFLECTA?
    The difficulty for large tiles on top of Reflecta, is that the tile glue tends not to set because the size of the tile and the aluminum makes it difficult for the glue to dry properly.

    The maximum tile size on Reflecta is 45x45cm.

Can I install Karndean on top of the T2RED+ REFLECTA?
  • Cause
    Solution

  • Can I install Karndean on top of the T2RED+ REFLECTA?
    Karndean floors are luxury vinyl floors. There are different types of Karndean floors that need to be installed differently.

    Some are installed without glue (floating installation) like the Palio range and are very suitable to be installed on top of Reflecta plates. Other Karndean floors need to be glued to the subfloor. In order to glue these types of floors, you will need to install a 6-8mm chipwooden floor floating on top of the reflecta, and then the Karndean floor can be installed on top of this.

    Alternatively, you can use T2Red embedded in 15mm of filler material or 15-30mm of screed (the T2Red is prefferably attached to a metal mesh before being embedded). You can then glue your Karndean floor on top of this construction when the entire subfloor is dried completely according to the screed manufacturers instructions.

What should I do if the RCD trips?
  • Cause
    Solution

  • What should I do if the RCD trips?
    The cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

What should i do if my circuit breaker of my floor heating trips?
  • Cause
    Solution

  • What should i do if my circuit breaker of my floor heating trips?
    If it is a new installation, make sure our recommandations regarding circuit breaker usage and maximum circuit length have been respected. If it is an existing installation that worked in the past, or if the circuit breaker used is correct and the circuit length is not exceeded, the cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

Probe placed directly on heating cable
  • Cause
    Solution

  • Probe placed directly on heating cable
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent 0800 969013 for instructions.

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent 0800 969013.

eu0954-t2red-gb-de-fr-box-large-with-content-(2)


Please click here to visit our RAYCHEM YouTube channel to access installation videos for our thermostats.

Floor does not heat up
  • Cause
    Solution

  • Bad connection in junction box
    Call your electrician.

  • No voltage to control
    Call your electrician.

  • No voltage out of control
    See troubleshooting section for thermostats.

  • Probe placed directly on heating cable
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent 0800 969013 for instructions.

  • Cable is damaged
    If the cable is damaged a repair is possible with a RAYCHEM repair kit (U-ACC-FH-CW-SP)

  • Cable is powered through a contactor.
    Bypass the thermostat output and force the contactor in "on" state.

  • Cable is powered through the thermostat directly
    Bypass the thermostat by powering the cable directly to 230V. Check if the heating cable is functional by bypassing the thermostat and powering the heating cable directly. Leave this on for half an hour and check if your floor temperature has changed. While you wait, check if the output of the thermostat is indeed switching by putting the requested temperature as high as you can, and check if 230V are on the output terminal of the thermostat.

    If the floor temperature has changed or the output of the thermostat doesn't switch, refer to "My thermostat shows the floor should be heating but doesn't trigger, what should I do?".

    If the floor temperature hasn't changed after half an hour, make sure the heating cable is powered and 230V is powered at the junction box. If it is, contact nVent. If it isn't, check your electrical installation (contactor / electrical wiring) to ensure it is.

Do you offer a repair kit?
  • Cause
    Solution

  • Do you offer a repair kit?
    Yes, U-ACC-FH-CW-SP (+ link to repair kit page)

What should I do if the RCD trips?
  • Cause
    Solution

  • What should I do if the RCD trips?
    The cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

What should i do if my circuit breaker of my floor heating trips?
  • Cause
    Solution

  • What should i do if my circuit breaker of my floor heating trips?
    If it is a new installation, make sure our recommandations regarding circuit breaker usage and maximum circuit length have been respected. If it is an existing installation that worked in the past, or if the circuit breaker used is correct and the circuit length is not exceeded, the cable was likely damaged and a short circuit is happening somewhere on the heating cable. The fault will need to be localised and repaired using our repair kits if possible.

I accidentally damaged the cable during/after installation, how can I repair it?
  • Cause
    Solution

  • I accidentally damaged the cable during/after installation, how can I repair it?
    The fault will need to be localised and repaired using our repair kits if possible.

What should i do if my lamps start flickering when het heating cable turns on? (T2Red only)
  • Cause
    Solution

  • What should i do if my lamps start flickering when het heating cable turns on? (T2Red only)
    This is caused by too much heating circuits on a single thermostat turning on at once. We suggest the use of temporised contactors beyond 3 circuits on one thermostat to prevent this from happening, delaying the startup of each circuit by ~30sec.

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent (+32 16 213 502).

I accidentally damaged the cable during/after installation, how can I repair it?
  • Cause
    Solution

  • I accidentally damaged the cable during/after installation, how can I repair it?
    The fault will need to be localised and repaired using our repair kits if possible.

What should i do if my lamps start flickering when het heating cable turns on?
  • Cause
    Solution

  • What should i do if my lamps start flickering when het heating cable turns on?
    This is caused by too much heating circuits on a single thermostat turning on at once. We suggest the use of temporised contactors beyond 3 circuits on one thermostat to prevent this from happening, delaying the startup of each circuit by ~30sec.

I need expert advice regarding a reparation or intervention, who should I contact?
  • Cause
    Solution

  • I need expert advice regarding a reparation or intervention, who should I contact?
    Call nVent (+32 16 213 502).

Probe placed directly on heating cable
  • Cause
    Solution

  • Probe placed directly on heating cable
    Call your tile setter to reposition probe between two runs of heating wire on the mat. Or call nVent 0800 969013 for instructions.