Samsung Troubleshooting (Gen 6, HTQ, R290)

🔧 Samsung Heat Pump – Troubleshooting Guide (Gen6 / HTQ)

If your Samsung heat pump isn’t providing heating or hot water, follow the steps below. Many issues can be solved with a simple check or reset.

1️⃣ Check for Power

1. Is the controller or heat pump display lit up?
   • If the screen is blank, the system may not be receiving power.

   • Check your fuseboard and any local isolator switches near the indoor and outdoor units — make sure they are ON.

     Check your thermostat.

   • Make sure it’s turned on and set to HEAT mode.
   • The set temperature should be higher than the current room temperature.
   • Most thermostats show a flame icon 🔥 or “heating” indicator when they are calling for heat.
   • If there’s no heating demand shown, the system won’t start — try increasing the set temperature by a few degrees and see if the flame symbol appears.

2️⃣ Check System Pressure

Most Samsung systems require 1.0–1.5 bar water pressure.

• Look for the pressure gauge near your hot water cylinder.
• If the pressure is below 0.5 bar, the system may not operate. To top up the pressure:

Top up your system pressure:

You will first need to locate your filling loop, it is usually next to your hot water cylinder. Filling loops consist of a braided pipe with a black-handle valve on either end, as shown in the image. 

1. Fully open one of the black taps, so that it is following the direction of the pipe

2. Slowly start to open the second valve

3. Notice the pressure increasing

4. Close both valves once adequately filled.

5. Once topped up, reset the heat heat pump

3️⃣ Using the Controller

🔥 Turning Heating On

1. Ensure the left-hand panel (Zone) is highlighted in blue.
2. Press the Power (⏻) button (bottom left).
3. Display changes from OFF → Set with a number (e.g. 0.0).

💧 Turning Hot Water On

1. Press the Right Arrow (►) to highlight the right-hand panel (DHW) in blue.
2. Press the Power (⏻) button.
3. Display changes from OFF → Set, with the hot water temperature shown below.

4️⃣ Resetting a Fault

If a fault occurs:

• The Power (⏻) button will flash.
• Heating and hot water will switch off.

To reset:

1. Press OK to wake the screen.
2. Note the error code displayed — take a photo if possible.
3. Press OK again to clear the alarm.
4. The screen will show Zone and DHW = OFF.
5. Follow the steps above to turn heating and hot water back ON.

Please note you may need to turn off both the indoor control box and the outdoor unit for 30 seconds with an error code such as e101

5️⃣ View Fault Code History

To see past faults on your Samsung Gen6 controller:

▶️ Watch this video guide: How to Read Fault Code History

example codes: E911 , E912, E919, E101

6️⃣ Emergency Hot Water

If the system won’t run and you need hot water urgently:

➡️ Follow our Emergency Hot Water Guide to turn on your immersion heater as backup.

7️⃣ Still Not Working?

If your heat pump still won’t operate after these checks:

• Take a photo of the error code and controller screen.
• Note your system pressure.
• Confirm you’ve tried restarting the system.

📩 Send this information to support@energize.uk.com so we can help quickly.

✅ Quick Summary

• Check power supply (fuseboard & isolators).
• Check system pressure (1.0–1.5 bar).
• Use controller to turn heating/DHW back on.
• Reset and note error codes.
• Use immersion heater if urgent.
• Contact support with photos/details if unresolved. support@energize.uk.com