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E911 Fault Samsung ASHP

Northumberland · 2022-02-02T13:30:58Z

Apologies for the length of this post I no technical knowledge but would be grateful for any help. Renovated byre(basically new build) 2017 - used as a self catering cottage Lounge/dining/kitchen – entrance hall – bathroom – one bedroom Total floor area 77sq mtrs - single storey - NO radiators only one towel rail(fortunately converts to electric) in bathroom All other areas have under floor heating Total of 4 room thermostats entrance hall - room thermostat lounge/kitchen/dining area - room thermostat bathroom - room thermostat one bedroom - room thermosta - very well insulated - when it works it's brilliant - when it keeps flashing red light it's a nightmare - no heating. DHW then supplied by very expensive immersion heater Problem keeps occurring E911 fault . There is a magnetic BOSS filter on the system. My own plumber says it needs a particle filter as the magnetic filter does not pick up any grit only metal type debris. I have had the unit serviced every year but invariably it goes wrong and I need to get the engineer from the installers as no-one locally will come near a heat pump unless they have installed it. The installer is in Oxford and I am in Northumberland. The installer engineer (last visit) agreed with my plumber and said he would come back and fit a particle filter - wasn't a problem - on the job sheet it stated the heat exchanger was blocked - he (back) flushed the system several times and cleared the blockage. After contacting the company, as the engineer did not return to fit the filter, the head engineer in Oxford over ruled the engineer's decision saying it is not necessary as there is a magnetic filter fitted on the system. He also said we must have a 'very dirty' system this is despite there being no radiators only brand new unfloor piping and one brand new towel rail and obviously copper plumbing pipes. The installer was consulted at all times during the build - they drew up the plans and requirements - supplied the parts and heat pump - checked the installation - signed it off. The installer issued the MCS certificate. Conclusion I am not an engineer (as a Geordie comic once said). But this fault has re-occurred several times now. I have sometimes been able to over ride the fault by switching the whole system off then back on again. The water flow rate is probably between 8 and 10 which I realise is low - however - it can run for days even one or two weeks and be ok then the red flashing light starts and I'm left with no central heating. DHW then supplied by very expensive immersion heater. I do feel as though the installer ought to fit the particle filter as it costs me every time I have to have the system flushed. My own plumber asked to be present when the engineer came to the last call out - between them they (he) installed a see through) flow rate valve onto the system and took off the (new) larger pump which had been fitted at an earlier visit as it was no longer deemed necessary. The blocked heat exchanger (I believe) is housed within the outside Samsung unit. I have spoken to the manufacturer of the heat pump Freedom Pumps who supply for Samsung and they have sent me a diagram of where the filter ought to be fitted – two points at the junction of the outside unit. When I purchased the heat pump I naively expected the installer would be of help. I did not expect to have to keep paying for call outs on a fault which has been in existence for some considerable time and is still not rectified. Paying for the cost of the yearly service and losing days of central heating is not acceptable. As I have said previously no local heat engineer will come near because they have not fitted the heat pump - just where do I go from here when the installer refuses to accept it requires a particle filter - which lets face it - must be a very simple piece of kit to install. I did watch the video on My Home Farm when the ASHP went down in winter and the filter needed changing but my system doesn’t have a filter to clean. We have had the magnetic filter checked but that has always been perfectly clean. I have rung the Samsung Help Line who are very helpful by giving me telephone numbers to call - it's usually someone 'up North' last one was Derby - that's about three to four hours away the one previously was Warwickshire (he's gone out of business). Does anyone have a useful suggestion of where I go from here. Perhaps what I find most annoying is the Samsung You Tube video of how to rectify an E911 fault - answer - the most common fault and easily rectified - man in the video (suddenly) finds a valve which has been left turned off - turn it back on and that solves the problem. Could it be that it were that simple.

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Air Source Heat Pumps (ASHPs)

Last Post by Northumberland 4 years ago

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prjohn

(@prjohn)

Estimable Member Member

Joined: 5 years ago

Posts: 125

03/02/2022 2:49 pm

@northumberland Try outside next to the heat pump on the return flow.

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batalto

(@batalto)

Noble Member Member

Joined: 5 years ago

Posts: 1092

03/02/2022 2:52 pm

@northumberland there would be a big handle which needs turning to close the flow. So if you cant see one, then I doubt you have it - which is odd as freedom specifies the gauze filter in its documents.

This is guide for my Midea and you can see the filter in the bottom and labelled at the top

12kW Midea ASHP - 8.4kw solar - 29kWh batteries
262m2 house in Hampshire
Current weather compensation: 47@-2 and 31@17
My current performance can be found - HERE
Heat pump calculator spreadsheet - HERE

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Northumberland

(@northumberland)

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Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 2:55 pm

@batalto Apologies - in an earlier post I said Freedom Heat Pumps were manufacturers - they are not they are wholesalers of Samsung and other products.

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batalto

(@batalto)

Noble Member Member

Joined: 5 years ago

Posts: 1092

03/02/2022 2:56 pm

@northumberland no they don't make the pumps, but they sell the packages to people to fit. So they should have got everything they needed to install.

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Northumberland

(@northumberland)

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Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 2:59 pm

@prjohn really doesn't seem to be anything outside only the two pipes (well wrapped with insulation) feeding in/out of the HP. The distance between the outside unit and the cupboard housing the inside pipework is no more than 2.5 mtrs

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prjohn

(@prjohn)

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Joined: 5 years ago

Posts: 125

03/02/2022 3:06 pm

Image where my filter is.

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Northumberland

(@northumberland)

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Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 3:37 pm

@prjohn Nothing like that outside

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Northumberland

(@northumberland)

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Posts: 16

Topic starter 03/02/2022 3:52 pm

@batalto thanks for taking up so much of your time - but definitely no big handle which could be turned off

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Northumberland

(@northumberland)

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Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 4:01 pm

@batalto ref your earlier post I'm going to have to learn about turning down the temp I'm sure it's set on 55

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Northumberland

(@northumberland)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 4:08 pm

to all my helpers : this is the reply I have just received from the installer -

First my question

Morning XXXX – can you tell me if there is any strainer or filter fitted in the ASHP system at Willow View – apart from the BOSS magnetic filter ?

REPLY FROM THE INSTALLER

The system would normally also have a particle strainer on the return pipework back to the heat pump.

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Northumberland

(@northumberland)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 03/02/2022 4:27 pm

I'm not certain any of you are going to believe this next bit :

I replied to the installer with the following

Thanks XXXX – but obviously mine hasn’t a particle filter as this is why it keeps faulting to E911 – as (engineer XXXX) said at the last call out it should have a particle filter. Surely this ought to have been fitted in the beginning and before the installation was signed off. There is no mention in any of the signing off documents of this being required ?

Latest reply from the installer 3 minutes ago

Apologies I have just read the reports from XXXX. It would appear the magnetic filter has been installed instead of the particle filter, normally this would not cause any issue, especially in new system where you should not have non-magnetic particles in the system. Gary has recommended a particle filter is installed as you have an issue with non-magnetic particles in your system.

Northumberland

Does this mean he is now going to fit this particle filter - I do hope so ?

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