Samsung Gen 6, HTQ, R290 Troubleshooting guide

Check for Power

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.

2. Is there an error message on the controller?

• Faults usually show on the main screen .
• On Samsung systems, the most common error codes are E911 , E912 , E919 or E101
• A full error list is included at the bottom of this guide.

Accessing the error history:

To see past faults on your Samsung Gen6 controller:

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

3. Is the water pressure OK?

• The system pressure should be between 1.0 – 1.5 bar.

📹 Video guide here

Topping up system pressure:

1. Locate the filling loop – usually next to your hot water cylinder. It consists of a braided pipe with a black-handled valve on each end.
2. Fully open one black tap so it follows the direction of the pipe.
3. Slowly open the second valve and watch the pressure gauge rise.
4. When the pressure is at 1.0 – 1.5 bar, close both valves.

➡️ If your pressure is already correct, move on to System Reset.

4. Perform a system reset

1. Switch power OFF at the breaker (consumer unit) or the red isolator by the heat pump as well as for the immersion heater or samsung control box.
2. Wait 60 seconds.
3. Switch the power back ON.

Then follow the guide below

• 🔥 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

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

• 

  Ensure you turn your thermostats back on to call for heat

6. Common Samsung Error Codes

• E911: Water flow error, caused by low water pressure or blocked filter
• E101: Communication error, ensure outdoor unit is on and follow reset guide above
• E912: Continuous flow, caused by faulty sensor or pump continuously running
• E919: disinfection error, caused by tripped immersion heater or tank sensor not inserted correctly (unlikely but may have been pulled out or knocked). reset this error and see if it trips again the following week

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