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.

Controls

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

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

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

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

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

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”.

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

Yes, the new platform is able to be used with up to two different IDU’s,  addressed up to 63.

What is the last step to Sync the Samsung Gateway’s 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) go into the SYSTEM SETTINGS link, and go to the bottom of the list of settings looking for the tab listed: BACnet gateway information, and check the last item  called  “Recipient List Initialize” . The BMS system can now share the Samsung HVAC system data back & forth .

Using the correct wired controller.  2 wire controller vs 4 wire controller.  E604

The 2 wire controllers are used on NASA communication systems including CAC and DVM S.  The 4 wire controllers are used on the NON-NASA systems.  NON-NASA includes RAC, FJM, and DVM Plus Series units.  If there is a communication error between the indoor unit and wired controller (E604) be sure the correct wired controller is being used.  Always refer to submittals if there is any uncertainty.  Submittals can be found at www.dvmdownload.com.