⚠️ Troubleshooting Installations

Schluter has recently implemented FTMs (Field Technical Managers) to handle product troubleshooting and job-site inspections. The responsibility of job-site troubleshooting will be taken from the Field Sales Representatives and given to experienced FTMs.

INITIATE HELP

For all product (DITRA-Heat, DITRA, KERDI, profiles, etc.) please contact our customer service team.  They will help create a case and gather key information. Issues may be able to be resolved over the phone. When troubleshooting over the phone does not resolve the issue, it may be necessary to escalate the case to the FTM to schedule a site visit.

 

CUSTOMER SERVICE

CSRReno@schluter.com

888-472-4588 ext 2 

 

DITRA-HEAT SITE VISITS

If the thermostat is producing unrealistic temperatures, or the screen yields and E2 Sensor Error, verify that only one if the two sensors is connected to ports C and D. If only one sensor is connected, email a photo of the thermostat backplate to the customer service representative documenting your case. For more information regarding sensor issues, click here.

If the thermostat faults when calling for heat, or the floor stops heating, do NOT replace the thermostat.  It’s very likely not a bad thermostat. A faulting thermostat or a floor that stops heating often indicates a damaged wire that will require a site visit. A damaged wire may run for a short life before it stops heating, depending on nature of damage.

Schluter FTMs will meet the tile contractor on site for the diagnostic visit. The Schluter FTM pinpoints the location of the damage. The tile contractor is responsible for removing tile. If wire damage is cause of installation error, the repair & repair kit is the customers responsibility. Site visits are prioritized by warranty claims over install error claims. Repair kits can be requested through distribution, or purchased directly from Schluter.com.  Photos and step-by-step instructions are provided with each kit in both English and Spanish. 
  • Repairs will require the use of a heat gun to work with solder tubes and shrink tubes.
  • A volt meter or Megger should be used during the repair process to confirm successful steps during repair process.
  • Click here for a list of helpful tools for repairing heat wires.
 
To repair a cut in a wire or a wire splice, you will need to have the below wire splice repair kit...
 
 

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