Troubleshooter

Troubleshooter
Need a hand with your appliance? Here are some product care guides
This section will help solve the most common problems you may encounter with your appliance.

 

Split systems

  • Bad odour coming out from the indoor unit
    Condition of the environment
    The indoor unit is circulating odours from other sources e.g.: carpets, pets & smoke. Note: Clean the indoor filters with warm soapy water.
  • Compressor takes long time to start up
    Safety feature
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available.
  • Condensation forming on the front panel
    Humidity condition
    Adjust the control to a slightly warmer setting / to a higher set temperature. This condition is considered normal during operation.
  • Creaking or cracking noise
    Expanding or contracting
    A creaking or cracking sound may be heard as the indoor housing and coil expands and contracts. This is considered normal during operation; the noise will go away once the air conditioner reaches a stable condition.
  • Fan is not starting at the beginning in heating mode
    Anti cold air function
    The indoor fan will not operate in order to prevent cold air being blown into the room if the indoor heat exchanger doesn't reach a minimum temperature. This condition is considered normal during operation.
  • Fan is too noisy
    Faulty fan motor
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available.
    Speed setting
    Reduce the fan speed.
  • Ice building up on the indoor unit in cooling mode
    High humidity condition
    Try operating the unit in dehumidification mode. This will allow the ice to progressively disappear while still providing service to the room. This is considered normal during operation.
  • Indoor fan switching on/off when first started in heating mode
    Starting up in cold ambient condition
    In cold conditions at 10°C or below, if connecting pipe length is above 7.5m, the indoor fan could cycle every few minutes until the indoor coil remains above a specific temperature. This condition should only last for a few minutes.
  • LED / light is flashing and the unit is not working
    System fault
    Your air conditioner is designed with a fault reporting system, displaying 'fault codes' or 'error codes' that advise the you about the condition of the unit. Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call.
  • Low hissing noise
    Noise from the refrigerant
    A low hissing noise may be heard as the unit cycles 'on' and / or 'off'. This is considered normal during operation.
  • Mist or moisture coming out from the indoor when starting in cooling mode
    High humidity condition
    When the unit reaches its set temperature a small amount of moisture can remain within the indoor coil. When the unit restarts, this moisture will be expelled from air outlet as a vapour. This is normal operation.
  • No display on remote control
    Flat batteries
    Check if the batteries are flat or are inserted incorrectly. 
    Faulty remote
    Get a new remote control. 
  • No response from the remote control
    Remote control not working
    Check the batteries or operation of the remote control, please contact our Customer Care Centre on 13 13 49 to organise an replacement.  
    System fault
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available. 
  • Not cold or hot enough
    Restriction of airflow
    Air filter may be blocked with dirt, clean or replace it if needed. 
    Incorrect airflow direction
    Airflow direction of the indoor unit is not appropriately set. 
    Low fan speed
    Check the fan speed to see if it has been adjusted too low. 
    System fault
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available. 
    Condition of the environment
    If the windows and doors are open, close them. . 
    Ambient temperature
    Poor performance sometimes could be due to too high or too ambient conditions; turn on the air conditioner early rather than wait until the house becomes too hot or cold. 
    Incorrect temp setting
    The temperature is set too high or too low compared to the ambient temperature.  
  • Not starting
    Timer / programmed start
    Check if the unit is programmed in 'Timer' or 'Delay Start'.
  • Not starting, no indicator / light
    No supply power
    Check if power supply is available at the relevant supply power point; if the unit is not hard wired to the electrical box.
  • Remote control display is faint
    Flat batteries
    Replace the batteries
  • Remote control not functioning
    Out of range
    Check if the remote control is within its operating range, which is 5 to 7 metres.
    Faulty remote
    Get a new remote control.
    Interference
    If there is an appliance causing magnetic, electrical interference or obstruction placed near the unit it may be affecting operation of the remote control. In this case, remove the other appliance away from the unit.  
    Flat batteries
    Replace the batteries  
  • Steam or mist from outdoor unit during heating mode
    Very cold ambient condition
    This usually occurs strait after a defrost cycle. This condition is considered normal during operation & should only last for a few minutes.

Window wall

  • Bad odour coming out from the indoor unit
    Condition of the environment
    The indoor unit is circulating odours from other sources e.g.: carpets, pets & smoke. Note: Clean the indoor filters with warm soapy water.
  • Compressor takes long time to start up
    Safety feature
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available.
  • Condensation forming on the front panel
    Humidity condition
    Adjust the control to a slightly warmer setting / to a higher set temperature. This condition is considered normal during operation.
  • Creaking or cracking noise
    Expanding or contracting
    A creaking or cracking sound may be heard as the indoor housing and coil expands and contracts. This is considered normal during operation; the noise will go away once the air conditioner reaches a stable condition.
  • Fan is not starting at the beginning in heating mode
    Anti cold air function
    The indoor fan will not operate in order to prevent cold air being blown into the room if the indoor heat exchanger doesn't reach a minimum temperature. This condition is considered normal during operation.
  • Fan is too noisy
    Faulty fan motor
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available.
    Speed setting
    Reduce the fan speed.
  • Ice building up on the indoor unit in cooling mode
    High humidity condition
    Try operating the unit in dehumidification mode. This will allow the ice to progressively disappear while still providing service to the room. This is considered normal during operation.
  • Indoor fan switching on/off when first started in heating mode
    Starting up in cold ambient condition
    In cold conditions at 10°C or below, if connecting pipe length is above 7.5m, the indoor fan could cycle every few minutes until the indoor coil remains above a specific temperature. This condition should only last for a few minutes.
  • LED / light is flashing and the unit is not working
    System fault
    Your air conditioner is designed with a fault reporting system, displaying 'fault codes' or 'error codes' that advise the you about the condition of the unit. Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call.
  • Low hissing noise
    Noise from the refrigerant
    A low hissing noise may be heard as the unit cycles 'on' and / or 'off'. This is considered normal during operation.
  • Mist or moisture coming out from the indoor when starting in cooling mode
    High humidity condition
    When the unit reaches its set temperature a small amount of moisture can remain within the indoor coil. When the unit restarts, this moisture will be expelled from air outlet as a vapour. This is normal operation.
  • No display on remote control
    Flat batteries
    Check if the batteries are flat or are inserted incorrectly. 
    Faulty remote
    Get a new remote control. 
  • No response from the remote control
    Remote control not working
    Check the batteries or operation of the remote control, please contact our Customer Care Centre on 13 13 49 to organise an replacement.  
    System fault
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available. 
  • Not cold or hot enough
    Restriction of airflow
    Air filter may be blocked with dirt, clean or replace it if needed. 
    Incorrect airflow direction
    Airflow direction of the indoor unit is not appropriately set. 
    Low fan speed
    Check the fan speed to see if it has been adjusted too low. 
    System fault
    Contact our Customer Care Centre on 13 13 49 to report the fault and organise a service call; and have your model number available. 
    Condition of the environment
    If the windows and doors are open, close them. . 
    Ambient temperature
    Poor performance sometimes could be due to too high or too ambient conditions; turn on the air conditioner early rather than wait until the house becomes too hot or cold. 
    Incorrect temp setting
    The temperature is set too high or too low compared to the ambient temperature.  
  • Not starting
    Timer / programmed start
    Check if the unit is programmed in 'Timer' or 'Delay Start'.
  • Not starting, no indicator / light
    No supply power
    Check if power supply is available at the relevant supply power point; if the unit is not hard wired to the electrical box.
  • Remote control display is faint
    Flat batteries
    Replace the batteries
  • Remote control not functioning
    Out of range
    Check if the remote control is within its operating range, which is 5 to 7 metres.
    Faulty remote
    Get a new remote control.
    Interference
    If there is an appliance causing magnetic, electrical interference or obstruction placed near the unit it may be affecting operation of the remote control. In this case, remove the other appliance away from the unit.  
    Flat batteries
    Replace the batteries  
  • Steam or mist from outdoor unit during heating mode
    Very cold ambient condition
    This usually occurs strait after a defrost cycle. This condition is considered normal during operation & should only last for a few minutes.
Handy Hints

Cleaning your air conditioner:

Use a dry cloth to wipe the indoor unit and remote controller.
If the air conditioner is not going to be used for a long period of time:

  • Operate in fan only mode for 3~4 hours to allow the unit to completely dry out.
  • Switch off the unit and pull the power plug.
  • Remove the batteries from the remote controller.

Cleaning your refrigerator:

It is recommended that you turn your appliance off at the power point, then remove power cord from socket before cleaning.

  • DOORS AND EXTERIOR: You should only clean the doors with lukewarm soapy water and a soft cloth, rinsing with clean water and then wipe the surface with clean water and a soft clean cloth to remove soap residue.
  • INTERIOR: Wash the interior with a soft cloth and use an unscented mild soap with lukewarm water. Thoroughly dry all surfaces and removable parts. Avoid getting water on appliance controls.
  • DOOR SEALS: Wash seal with a mild detergent and warm water. Rinse thoroughly and dry.
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