Samsung HVAC FAQ

FAQ

General

How do I register for training?

Visit the SamsungHVAC website, select the training tab. View the training calendar, select the desired training , register for the course.

How do I attend online trainings?

Visit the SamsungHVAC website, select the training tab. View the training calendar, select the desired training , register for the course.

How do I obtain technical support?

Technical support can be obtained by contacting your local SamsungHVAC sales organization

How do I find part numbers?

Use B2B bom or dvmdownload.com to obtain parts breakdown

Warranty

How do I file a warranty claim?

The first thing you will need is a ticket number. This will be provided when you call our call center and have the system diagnosed. You will then give ticket number and model/serial number to your local distributor to file the claim. You must be on site and speak with a Samsung technical support person to get warranty.

How soon will I get my warranty parts?

All parts ship from our Texas location and usually ship as soon as warranty is processed.

How do I file a warranty claim?

The first thing you will need is a ticket number. This will be provided when you call our call center and have the system diagnosed. You will then give ticket number and model/serial number to your local distributor to file the claim. You must be on site and speak with a Samsung technical support person to get warranty

How do I registrer a Samsung HVAC system?

Visit the SamsungHVAC website , select the support tab. Product registration will appear in the dropdown menu.

How do I submit a warranty claim?

Please submit all warranty claims to your local Samsung HVAC sales organization.

How do I obtain the 10/10/1 warranty?

By registering the product with in 60 days of installation and submitting the required document the HVAC system will achieve the enhanced warranty.

How do I check status of a warranty claim?

Email warranty@Samsunghvac.com with claim confirmation number

How to I check status of registration claim

Email registrations@samsunghvac.com with resigistration confirmation number

How do I find part numbers?

Use B2B bom or dvmdownload.com to obtain parts breakdown

RLC

Can I charge the system by superheat and subcool?

No, because of the inverter compressor ramping up and down. Pressure and temps will fluctuate. If charge is suspected weigh out the charge and verify with factory charge on side of unit. If low, find and repair leak, pressure test, vacuum down under 500 microns and weigh in factory charge.

How do I troubleshoot my system if it has no errors but system is not performing?

In this situation, you will need a laptop with our software and a service tool. We will need a hour recording in test mode and an hour recording in normal operation.

When I log into my DMS 2.5 for the 1st time I get a certificate error. Is it safe to proceed to website?

Yes, you will need to download the certificate or you will get error anytime connecting to gateway. Instruction manual shows step by step procedure for downloading certificate.

Where can I find a service manual online?

http://www.dvmdownload.com

Why won’t my gauges connect to service port?

You will need a “410A adapter”. It converts ¼ (standard) to 5/16 (410A specific).

I just replaced the indoor board and all my lights are flashing?

New indoor boards do not come programmed and will need to be programmed once installed. The option code procedure is in the service manual which can be found on our website www.DVMdownload.com

Can I just use 14-gauge wire for the communication wire?

No, Samsung requires 16/2 stranded shielded cable for all communication wiring.

How should I set the dip switches and rotary dial on an FJM outdoor unit?

The dip switches should remain in the default position (ON). The rotary dial must be set to the total number of indoor units connected. Even though our addresses begin with 00, the outdoor unit must be set to the total number of indoor units (ex. 3 indoor units, set the outdoor dial to 3).

How can I verify that my outdoor unit pcb is defective?

If you check voltage at the sensor terminal and do not read between .5-4.5 vdc, the board is defective.

What is the function of the reactor?

It improves the power factor of the inverter power supply, reduces harmonics, and suppresses external surges

How do I input the product code to an Indoor Unit that has lost its identity?

If the IDU is connected to a wired controller, enter the product code by following the steps found in the service manual.  Use a wireless remote to input the data (if the Indoor Unit cannot take a wireless signal (Ducted Units)  use a direct coupled Wireless receiver Kit plugged into the DISPLAY Connector on the main Printed circuit board & manually input the Product code, and send it to the unit a couple of times to ensure it received the entire packet of codes.

Where can I get the necessary additional VRF Refrigerant amounts calculations needed to match the SAMSUNG equipment designed into a project?

Refrigerant calculator factors can be found in the installation or service manual.

Where can I get the necessary additional VRF Refrigerant amounts calculations needed to match the SAMSUNG equipment designed into a project?

Refrigerant calculator factors can be found in the installation or service manual.

When an EEPROM error comes up, were can I find the Indoor Units (IDU’s) product codes?

All product code information it found in the product installation/ service manuals.

Troubleshooting wired remote controllers

Confirm that 12vdc are present at the controller check F3/F4 on IDU PCB … Verify the number of terminals on remote contoller MWR-WE10N(2 terminals) power supplied via F3/F4 _2 wire connection MWR-WE10(4 terminals) 4 wire connection

Compressor check (Ohming windings and Ohming to ground)

When checking the compressor winding, the U,V & W reading should be equal. When checking the compressor to ground the reading should have an infinity reading(OL)

Where is the wired controller model number located?

Remove the controller from the wall, and you will find the tag on the back. It will start with the letters “MWR”.

Why does communication wiring need to be shielded?

Because the foil surrounding the wires acts as a shield to protect the wiring from harmful external interference that could disrupt the signal. Also, it is very important to connect only one end to a ground connection in the unit. If both ends are grounded it creates a continuous path for the interference and will actually cause communication problems.

What is triple evacuation?

It involves breaking the vacuum with nitrogen three times during the process, until you can achieve a micron reading of 500.

What is an E199 on FJM?

E199 is indicating the system is communicating and is ready for the start-up procedure (pipe check). Simply press the K1 button for 5 seconds to initiate pipe check. The outdoor display will show “K5” on the screen. The Pipe check typically takes 15-20 minutes in Cooling mode, and can be up to 60 minutes in Heating mode.

How do I navigate the menus on wired controller?

Ex. Changing from °C to °F. Always refer to the detailed menus found in the installation manual for each wired controller. Installation manuals can be found at www.dvmdownload.com

How do I troubleshoot an E201 on FJM?

E201 indicates the number of indoor units connected do not match the rotary dial setting at the outdoor unit.  Make sure the dial is set to the number of indoor units connected.  Check all communication wiring and power wiring.  If any single indoor unit is not powered properly, or the communication wire is broken or spliced, the outdoor unit may lose communication to that indoor unit.

DVM

Can I charge the system by superheat and subcool?

No, because of the inverter compressor ramping up and down. Pressure and temps will fluctuate. If charge is suspected weigh out the charge and verify with factory charge on side of unit. If low, find and repair leak, pressure test, vacuum down under 500 microns and weigh in factory charge.

What does “UP” error mean?

This means system has communicated with all setting and is ready for auto trial operation. As long as additional refrigerant was added you can initiate auto trial by pressing the K1 button for a few seconds. The left-hand screen will display digital “KK” and the right screen will be blank. Usually take 20 minutes to an hour to run through.

How do I troubleshoot my system if it has no errors but system is not performing?

In this situation, you will need a laptop with our software and a service tool. We will need a hour recording in test mode and an hour recording in normal operation.

When I log into my DMS 2.5 for the 1st time I get a certificate error. Is it safe to proceed to website?

Yes, you will need to download the certificate or you will get error anytime connecting to gateway. Instruction manual shows step by step procedure for downloading certificate.

Where can I find a service manual online?

http://www.dvmdownload.com

Why won’t my gauges connect to service port?

You will need a “410A adapter”. It converts ¼ (standard) to 5/16 (410A specific).

I just replaced the indoor board and all my lights are flashing?

New indoor boards do not come programmed and will need to be programmed once installed. The option code procedure is in the service manual which can be found on our website www.DVMdownload.com

Can I just use 14-gauge wire for the communication wire?

No, Samsung requires 16/2 stranded shielded cable for all communication wiring.

What is triple evacuation?

This means system has communicated with all setting and is ready for auto trial operation. As long as additional refrigerant was added you can initiate auto trial by pressing the K1 button for a few seconds. The left-hand screen will display digital “KK” and the right screen will be blank. Usually take 20 minutes to an hour to run through.

Where is the wired controller model number located?

Remove the controller from the wall, and you will find the tag on the back. It will start with the letters “MWR”.

How do I navigate the menus on wired controller?

Ex. Changing from °C to °F. Always refer to the detailed menus found in the installation manual for each wired controller. Installation manuals can be found at www.dvmdownload.com

Troubleshooting wired remote controllers

Confirm that 12vdc are present at the controller check F3/F4 on IDU PCB … Verify the number of terminals on remote contoller MWR-WE10N(2 terminals) power supplied via F3/F4 _2 wire connection MWR-WE10(4 terminals) 4 wire connection

What does “U200 E201” or “C10x E216” mean on a new Heat Recovery system installation?

The Outdoor unit cannot find either the exact number of Indoor units, or MCU’s that it has been told to find.  The MCU’s had to be manually addressed before the ODU is told to hunt them down.   “C10x E216” The MCU (addressed as “x”), probably wasn’t addressed to attach a specific addressed Indoor unit to any specific PORT. And its confused, and is reporting this with that error code.  You have to determine which IDU (based on the address it was given by you (manually) or by the Outdoor Unit doing automatic address assigning) hasn’t a indoor unit(s) on one or more of its ports.  Field correction is needed to address the IDU’s to match what the MCU is expecting at each port (Its easier this way.)

Where can I get the necessary additional VRF Refrigerant amounts calculations needed to match the SAMSUNG equipment designed into a project?

Refrigerant calculator factors can be found in the installation or service manual. Please use as-built drawing to confirm the accurate charge amounts

How do I input the product code to an Indoor Unit that has lost its identity?

If it has a wired thermostat that had been previously activated by the system on its Startup & Commissioning, enter it by following the steps found in its  thermostat Installation & User manuals.     If it doesn’t take the product code, Use a wireless remote to input the data (if the Indoor Unit cannot take a wireless signal (Ducted Units)  use a direct coupled Wireless receiver Kit plugged into the DISPLAY Connector on the main Printed circuit board & manually input the Product code, and send it to the unit a couple of times to ensure it received the entire packet of codes.

Can I charge the system by superheat and subcool?

Charging by Superheat or Subcooling is not allowable. Pressure and temps will fluctuate during operation due to the systems everchanging compressor capacity. If charge is suspected to be inaccurate, please remove and weigh the charge and verify per DVM file. If low, find and repair leak, pressure test, vacuum down under 500 microns and weigh in factory charge.

What does “ Od Nd “,  and “ Id Nd “ mean on the new VRF condensing units which have no System Rotary Switches?

In the Installation manuals for the new 5ton ECO, and new version “2AA” VRF condensing units, it describes  how the new  “Out Door Unit has NOT been Defined” (“Od Nd”), as either a MAIN, or a SUB1 or Sub2 unit.  It also is stating that the “In Door units quantity is Not Defined“ (“Id Nd”).   The manuals will define how to use the K1,K2, & K4 buttons at the Main PCB’s to determine and save the decisions defining what type of unit you have, and the quantity of Indoor Units it has to manage.

Commercial Systems

Can I charge the system by superheat and subcool?

No, because of the inverter compressor ramping up and down, pressure and temps will fluctuate. If a charge issue is suspected, weigh out the charge and verify the factory charge on the side of the unit. If low, find and repair the leak. After the leak is repaired, perform a pressure test, vacuum down under 500 microns and weigh in factory charge.

Can I use a 14-gauge wire for the communication wire?

Samsung requires 16/2 stranded shielded cable for all communication wiring grounded at the outdoor unit only.

How do I input the product code to an indoor unit (IDU) that has lost its identity?

Wireless Controllers
Enter the product code by following the steps found in the service manual. Service manuals are located in the Tech Documents section under the Training & Support tab.
Ducted IDUs Without a Factory Wireless Receiver
Using a direct coupled wireless receiver kit, plug the display connector in the main PCB and manually input the product code located in the service manual. This process should be performed multiple times to ensure successful operation.

How do I navigate the menus on a wired controller? Ex. Changing °C to °F.

Always refer to the detailed menus found in the installation manual for each wired controller. Installation manuals are located in the Tech Documents section under the Training & Support tab.  

How do I troubleshoot a system not displaying an error code?

You will need a computer with the SNET Pro software and a service tool. The process will require a 60-minute recording in test mode and a 60-minute recording of normal operation.

How do I troubleshoot wired controllers?

Confirm that 12 vdc are present at the controller 
Verify the number of terminals on the controller
MWR-WE10N (2 terminals) 2 wire connection (F3, F4)

What does “Od Nd“ and “Id Nd“ mean on the new VRF condensing units without system rotary switches?

Od Nd
The installation manuals for the new version “2AA” VRF condensing units describe how the outdoor unit has not been defined (Od Nd) as either a MAIN or a SUB (SUB1 or SUB2*) unit.  
Id Nd
Is stating that the indoor unit quantity is not defined (Id Nd). The manuals will explain the use of the K1, K2 and K4 buttons at the main PCB to determine and save the quantity of indoor units it has to manage.
Installation and service manuals are located in the Tech Documents section under the Training & Support tab.
*DVM S Eco utilizes MAIN only.

What does “U200 E201” or “C10x E216” mean on a new Heat Recovery system installation?

U200 E201The outdoor (ODU) unit cannot find either the exact number of indoor units (IDU) or MCU’s that it has been told to find.  The MCU’s have to be manually addressed before the ODU is told to communicate with them.
   C10x E216 The MCU (addressed as “x”), wasn’t addressed to attach a specific port. You have to determine which IDU (based on the address it was manually assigned or by the outdoor unit auto assigning) does not have an indoor unit(s) on one or more of its ports.
  Field correction is needed to address the IDU’s to match what the MCU is expecting at each port.

What does "UP" mean?

"UP" indicates that the system has not performed the auto trial operation portion of the start-up.

To initiate the auto trial operation, press the K1 button for a few seconds. The left-hand screen will display digital “KK” and the right-hand screen will be blank. This process will last for 20 - 60 minutes.

What is triple evacuation?

Triple evacuation is a three step process to remove moisture from the system. This process will help prevent compressor failure. Step 1
Evacuate down to 5,000 microns
Pressurize with dry nitrogen to 3 PSI
Hold pressure for 10 minutes
Release nitrogen
Step 2
Evacuate down to 2,000 microns
Pressurize with dry nitrogen to 3 PSI
Hold pressure for 15 minutes
Release nitrogen
Step 3
Evacuate to below 200 microns
Hold pressure for 60 minutes

When I log into DMS 2.5 for the first time I receive a certificate error. Is it safe to proceed?

Yes, you will need to download the certificate or you will continue to receive the error when connecting to the gateway. The DMS 2.5 instruction manual shows a step-by-step procedure for downloading the certificate.

Where can I find installation and service manuals online?

Installation and service manuals are located in the Tech Documents section under the Training & Support tab.

Where can I get the necessary VRF refrigerant calculations to match the Samsung equipment designed into a project?

Refrigerant calculator factors can be found in the installation manual. Installation manuals are located in the Tech Documents section under the Training & Support tab.  

Where is the wired controller model number located?

The model number is located on the back of the wired controller. It will start with the letters “MWR."

Why are all lights flashing after replacing the indoor board?

New indoor boards do not come programmed and will need to be programmed with a wireless controller once installed. The option code procedure is in the service manual. Service manuals are located in the Tech Documents section under the Training & Support tab.

Why won’t my gauges connect to the service port?

You will need a 410A adapter. It converts ¼ (standard) to 5/16 (410A specific).

Controls

Can I use a 14-gauge wire for the communication wire?

Samsung requires 16/2 stranded shielded cable for all communication wiring grounded at the outdoor unit only.

Can the TADPT2 thermostat adaptor be used for multi-head VRF systems?

Yes, the new platform is compatible with up to two indoor units.

How do I navigate the menus on a wired controller?

Ex. Changing °C to °F.Always refer to the detailed menus found in the installation manual for each wired controller. Installation manuals are located in the Tech Documents section under the Training & Support tab.

How do I troubleshoot wired controllers?

"Confirm that 12 vdc are present at the controller
Verify the number of terminals on the controller
MWR-WE10N (2 terminals) 2 wire connection (F3,F4) 
MWR-WE10 (4 terminals) 4 wire connection (RAC, FJM - V1, V2)"

What is the last step to sync a Samsung gateway to the 3rd party BACnet Building Management System?

"Using the direct connection into the gateway through its CAT 5 port to a laptop, use the built in interface software (Microsoft Silverlight Software) to complete the following steps: 
Select system settings
Locate BACnet gateway information
Select Recipient List Initialize
Once complete, the BMS system can share the Samsung system data."

When I log into DMS 2.5 for the first time I receive a certificate error. Is it safe to proceed?

Yes, you will need to download the certificate or you will continue to receive the error when connecting to the gateway. The DMS 2.5 instruction manual shows a step-by-step procedure for downloading the certificate.

Where can I find a service manual online?

Service manuals are located in the Tech Documents section under the Training & Support tab.

Where is the wired controller model number located?

The model number is located on the back of the wired controller. It will start with the letters “MWR."

Which wired controller do I use?

"If there is a communication error between the indoor unit and the wired controller (E604) be sure the correct wired controller is being used. Always refer to submittals if there is any uncertainty. Submittals are located in the Tech Documents section under the Training & Support tab.
The 2 wire controllers (F3, F4) are used for NASA communication systems including Light Commercial (CAC) and Commercial (DVM S).
  The 4 wire controllers (F3, F4, V1, V2) are used for NON-NASA systems. NON-NASA includes Residential (RAC), Free Joint Multi (FJM), and DVM Plus Series units.  "

Residential and Light Commercial Systems

Can I charge the system by superheat and subcool?

No, because of the inverter compressor ramping up and down, pressure and temps will fluctuate. If a charge issue is suspected, weigh out the charge and verify the factory charge on the side of the unit. If low, find and repair the leak. After the leak is repaired, perform a pressure test, vacuum down under 500 microns and weigh in factory charge.

Can I use a 14-gauge wire for the communication wire?

Samsung requires 16/2 stranded shielded cable for all communication wiring grounded at the outdoor unit only.

How can I confirm that the outdoor unit PCB is defective?

Option 1
Check voltage at the sensor terminal. If the board does not read between .5 - 4.5 vdc, the board is defective.
Option 2
Check the DC link voltage on pins 1 and 3 (red and black wires) on the BLDC fan connection on the PCB.

How do I input the product code to an indoor unit (IDU) that has lost its identity?

Wireless Controllers
Enter the product code by following the steps found in the service manual. Service manuals are located in the Tech Documents section under the Training & Support tab.
Ducted IDUs Without a Factory Wireless Receiver
Using a direct coupled wireless receiver kit, plug the display connector in the main PCB and manually input the product code located in the service manual. This process should be performed multiple times to ensure successful operation.

How do I navigate the menus on a wired controller? Ex. Changing °C to °F.

Always refer to the detailed menus found in the installation manual for each wired controller. Installation manuals are located in the Tech Documents section under the Training & Support tab. 

How do I troubleshoot a system not displaying an error code?

You will need a computer with the SNET Pro software and a service tool. The process will require a 60-minute recording in test mode and a 60-minute recording of normal operation.

How do I troubleshoot an E201 on FJM?

E201 indicates the number of indoor units connected do not match the rotary dial setting at the outdoor unit.  Make sure the dial is set to the number of indoor units connected. 
Check all communication wiring and power wiring.  If any single indoor unit is not powered properly or the communication wire is broken or spliced, the outdoor unit may lose communication to that indoor unit. Note: Communication wiring will not function properly if wire nuts or splices are present.

How do I troubleshoot wired controllers?

Confirm that 12 vdc are present at the controller
Verify the number of terminals on the controller
MWR-WE10N (2 terminals) 2 wire connection (F3,F4) 
MWR-WE10 (4 terminals) 4 wire connection (RAC, FJM - V1, V2)

How should I set the dip switches and rotary dial on an Free Joint Multi (FJM) outdoor unit?

Dip Switches
The dip switches should remain in the default position (ON) for auto addressing. The first dip switch should remain down (OFF) for manual addressing.
Rotary Dial
The rotary dial must be set to the total number of indoor units connected. (Ex. 3 indoor units, set the outdoor dial to 3).

What is an E199 on FJM?

E199 is indicating the system is communicating and ready for the start-up procedure (pipe check). Simply press the K1 button once to initiate the pipe check. The outdoor display will show “K5” on the screen. The pipe check typically takes 15-20 minutes in cooling mode and can take up to 60 minutes in heating mode.

What is the correct compressor reading (Ohming windings, Ohming to ground)?

Compressor winding
U, V, and W reading should be equal
Compressor to ground
Should have an infinity reading (OL)

What is the function of the reactor?

The reactor improves the power factor of the inverter power supply, reduces harmonics, and suppresses external surges.

What is triple evacuation?

Triple evacuation is a three step process to remove moisture from the system. This process will help prevent compressor failure.
Step 1
Evacuate down to 5,000 microns
Pressurize with dry nitrogen to 3 PSI
Hold pressure for 10 minutes
Release nitrogen
Step 2
Evacuate down to 2,000 microns
Pressurize with dry nitrogen to 3 PSI
Hold pressure for 15 minutes
Release nitrogen
Step 3
Evacuate to below 200 microns
Hold pressure for 60 minutes

When I log into DMS 2.5 for the first time I receive a certificate error. Is it safe to proceed?

Yes, you will need to download the certificate or you will continue to receive the error when connecting to the gateway. The DMS 2.5 instruction manual shows a step-by-step procedure for downloading the certificate.

Where can I find indoor unit product codes?

Product code information is located in the installation and service manuals. Installation and service manuals are located in the Tech Documents section under the Training & Support tab. 

Where can I find installation and service manuals online?

Installation and service manuals are located in the Tech Documents section under the Training & Support tab.

Where can I get the necessary VRF refrigerant calculations to match the Samsung equipment designed into a project?

Refrigerant calculator factors can be found in the installation manual. Installation manuals are located in the Tech Documents section under the Training & Support tab. 

Where is the wired controller model number located?

The model number is located on the back of the wired controller. It will start with the letters “MWR."

Why are all lights flashing after replacing the indoor board?

New indoor boards do not come programmed and will need to be programmed with a wireless controller once installed. The option code procedure is in the service manual. Service manuals are located in the Tech Documents section under the Training & Support tab.

Why does communication wiring need to be shielded?

Because the foil surrounding the wires acts as a shield to protect the wiring from harmful external interference that could disrupt the signal. Also, it is very important to connect only one end to a ground connection in the unit. If both ends are grounded it creates a continuous path for the interference and will cause communication problems.

Why won’t my gauges connect to the service port?

You will need a 410A adapter. It converts ¼ (standard) to 5/16 (410A specific).

System Registration and Warranty

How do I check the status of a system registration?

Email registrations@samsunghvac.com with the registration confirmation number.

How do I check the status of a warranty claim?

Email warranty@samsunghvac.com with the warranty claim confirmation number.

How do I obtain the 10/10/1 warranty?

Registering the product within 60 days of installation will secure the enhanced warranty on eligible systems. Systems can be registered: 
Using the Samsung HVAC Mobile App 
Under the Training & Support menu tab on samsunghvac.com 
In Samsung HVAC Dealer Link* 
In Samsung HVAC B2B B-Link*
*Limited access

How do I register a Samsung HVAC system?

Systems can be registered: 
Using the Samsung HVAC Mobile App 
Under the Training & Support menu tab on samsunghvac.com 
In Samsung HVAC Dealer Link* 
In Samsung HVAC B2B B-Link*
*Limited access

How do I submit a warranty claim?

Warranty claims must be submitted by a distributor or spec rep in Samsung HVAC B2B B-Link.

How long does it take for warranty parts to ship?

Warranty parts are generally processed and shipped in 1 business day.

Training

How do I attend online trainings?

Online training courses are available through the Samsung Business Academy. Visit here to view the course offering.

How do I register for training?

Registration for training is available through the Samsung Business Academy. Visit here to register.

Who can I contact for additional training options?

Email trainingrequest@samsunghvac.com for support and requests for on site training.