FAQs

A: Fill out our interest form here: https://forms.gle/sHfCuNUnozTKupRVA and we will reach out to you if we are interested!

A: Try these simple steps:

• Make sure the remote control is within range of the indoor unit and that walls or other obstacles are not blocking the signal.
• Replace the remote-control batteries if they are depleted.
• If the remote still does not respond, contact your licensed installation contractor for assistance or a replacement remote control.

A:

• The DISPLAY function may be turned off. Check the system settings.
• Confirm that power is available and check the circuit breakers and disconnects.

A: For safety, turn the system and its power supply off immediately if you notice any of the following:

• Sudden or unusual noises from the indoor or outdoor unit.
• A faulty electronic circuit board is suspected.
• The power supply breaker or disconnect is faulty.
• Water has accidentally been sprayed or spilled into the system.
• Power wiring, circuit breakers, or disconnects are overheating.
• A very strong odor or smoke is coming from the system.

Contact a qualified HVAC professional for assistance before operating the system again.

A: If the app is not connecting or communicating with your system, try these steps:

• The system may have lost its Wi-Fi connection following a power outage or router reset. Confirm that your internet and Wi-Fi network are working properly.
• Check whether the app needs to be updated or whether you need to log in again after changes to your phone or network settings.
• Turn the system power off and back on, then reconnect the app.
• If you continue to have difficulty connecting, contact support for assistance.

A: The mini split system measures temperature based on the location of its sensor, so the reading near the indoor unit may differ from the temperature in other parts of the room.

• Sunlight, high ceilings, open doors, and airflow patterns can affect room temperature and comfort.
• If your remote control has the I FEEL or FOLLOW ME function, the system can use the temperature sensor inside the remote instead of the indoor unit sensor.
• For more accurate comfort control with this function enabled, keep the remote control near you.

A: This is a normal characteristic of heat-pump operation:

• Heat pumps draw heat from outdoor air, so heating can take longer, particularly during colder weather.
• The system may temporarily pause heating while it performs a defrost cycle. This is normal operation.
• Mini split systems are designed to maintain a steady, comfortable temperature rather than produce very hot air quickly like a traditional furnace.

A: For proper cleaning and maintenance of the outdoor unit, contact a licensed HVAC professional. Professional service helps ensure the unit is cleaned safely and operates properly.

A: If your system is not operating as expected, check the following:

• Confirm that power is available and check the circuit breaker and disconnects.
• Make sure the indoor unit’s Timer-On function is not active.
• Check the circuit breaker serving the outdoor unit.
• If the indoor fan motor or internal circuit board requires attention, contact your licensed installation contractor.

A: All of our window units collect water and are “Auto-Evaporative”. As the units are running, the fan circulates the water throughout the back of the unit to create a condensation rather than water dripping out of the back of the unit.

A: For models that include ECO mode, this is a default setting that allows the unit to cycle on and off to conserve energy. You will still need to select the temperature settings preferred to run the unit in Cool Mode.

A: All of our units are meant to be used on a standard grounded outlet and cannot be used with an extender.

A: When using the Cool (AC mode), you will need to use the exhaust hose in a window. If you are using the Dehum mode (Dry mode), you do not need to use the exhaust.

A: Yes, please select dry mode on your control panel to only use the dehumidifier rather than the air conditioner.

A: Yes, you will need to drain both the internal tank and the lower tank when using the unit in humid climates in either AC mode or Dry mode. The drain period will vary depending on the relative humidity level in your home.

A: This unit can be drained by attaching a hose to the pump drain outlet. After draining the unit, you may have to reinstall the pump drain plug back before turning on the air conditioner.

A: Once this unit is in Cool mode, it will also turn into the self-evaporating mode, which means if you keep the rubber stoppers closed on the back of the unit, the water will evaporate and you will not have to drain.

A: You may try to reinstall the bottom drain plug and restart the machine until the P1 symbol disappears. If the error repeats, call for service.

A: It is best to install the drain hose while the unit is turned off to avoid any electrical shock from the unit.

A: The duct or exhaust hose can be compressed to 270mm minimum and extended to 1500mm maximum. It is better to keep the duct length to a minimum length.

A: We currently do not sell replacement parts. I suggest checking your local supply store to check for replacement parts.

A: Yes, our models are meant to have the fan run continuous to circulate air throughout the room.

A: Yes, the air coming out of the fan will be warm as this is the exhaust fan that helps keep the compressor cool while the unit is turned on.

A: Water will collect in the bucket up to a certain level before the drain hose will drain the water when using continuous mode.

A: Our units pair with a standard garden hose for standard-decline draining.

A: The dehumidifier comes with the hose. First, the bucket fills up with water and then it pumps it out. The bucket always contains water.

A: Energy Star is a specific rating on each unit for average energy use.

A: Unfortunately, the float is not able to be adjusted.

A: It comes back on automatically.

A: They are on the sides.

A: No need to mail in your warranty card. As long as you purchase from an authorized seller, you are registered upon purchase date for 1 year of warranty.

A: Yes, it is completely covered.

A: The pump function allows you to pump water on an incline. If you are emptying a bucket or using a drain hose on a decline, we the no-pump version.

A: Yes, this is normal. The fan will also continue to run after the compressor turns off. Sometimes these units can feel like warm air is coming from them because the compressor is warm.

A: Please contact our customer support team to receive replacement parts.

A: Yes, but we would recommend the Keystone KSTSLV1 Wall Sleeve for Through-The-Wall Air Conditioners.

A: This unit does have a supplemental heat capacity. Eco mode is used for Cooling on this unit.