Need to repair Nuheat? Click here to go to the Nuheat repair section.
My SunTouch Product is Not Working – What do I do now?
Floor heating system not working? No worries – it can be fixed and we can help. It doesn’t happen often, but floor heating systems can be damaged. Stuff happens, but you have come to the right place. Even if you don’t know what happened we can usually help you figure it out.
New Installation Troubleshooting:
The floor is closed and I know where the damage is.
- Carefully remove tile or floor covering to expose the break.
- Repair the damage following the instructions included with the repair kit.
I’m not sure why my floor stopped working, I need more help…
Is the Thermostat the problem? If you haven’t ruled out the stat? Start there .
Thermostats cannot be repaired in the field, only replaced, as there are no batteries or other serviceable parts. Always replace BOTH parts of the thermostat – the base which is mounted to the wall and connect to power AND the faceplate which is attached to the base. Replacing only 1 piece will not solve your problem.
If you have ruled out the thermostat, then we’ll have to dig a little deeper.
Did your floor heating system stopped working after work was done in the room or to your floor (tile replacement, new toilet, tub or cabinet, drilled holes, etc)? That is the prime suspect. Keep reading for further advice.
I know the wire is cut or pinched, but I do not know where.
We have tools to help you trace the location of a break – but you can often save time and money if you know someone penetrated a floor that was previously heating fine, and go right to that spot to check for damage, so ask others and see if anyone remembers what might have happened.
Was any tile removed or replaced? That is a this is the likely location of a break.The heating elements may have been damaged during the repair or other work. While it is possible to remove tile without damaging the floor heating elements below, this is frequent source of damage to the wires. Click here for tile removal tips
Tip – If thinset is not fully cured, you may be able to add a little water in grout joints and carefully pry up a tile.
The Heating Wire was Cut and the Floor is Still Open. I Know What Happened & See the Damage
This is an easy one!
Read the instructions, then order a repair kit. You need a few tools, including a heat gun. SunTouch Heating Wire Repair Manual (Mat & WarmWire)
Order a repair kit – each kit has the complete instructions found above – Heating Wire Repair Kit for SunTouch Mat or WarmWire(same kit)
The wire is damaged near the end…Here you have 2 choices
If it’s the last few feet, you can cut the wire at the break and perform an end splice – End Splice Repair Instructions
If you want to preserve the last few feet of heated area, get a repair kit and Follow repair instructions above – Purchase a power lead repair splice kit
Power lead repairs if the power lead is cut or damaged.
You’ll need a SunTouch/Warmwire power lead repair kit (this is a kit only for the power lead, not the heating wire)
If you have to remove tile, TURN OFF THE POWER first, then connect your loudmouth or multimeter first. Click here for tile removal tips (Tip: If you have to remove tile, connect your loudmouth or multimeter)
A Fault Finder may help find a break in a heated floor that is not working for SunTouch mats or WarmWire – Loudmouth Monitor Alarm
Kathryn Brooks says:
I have my bathroom with your heated floors. The model of the of the temperature control is 500550-120CS. The floor heating coils and the temperature control were installed in 2004.
I have never had a problem with the heating until this week. I am hoping the problem is the temperature control. I have tried to turn off and then back on. For awhile this worked but now there is no heat. Usually the red light comes on when the heat is off but now the red light does not come on. I will appreciate any help you can give me.
matthew@warmyourfloor.com says:
Hi Kathryn,
Given how old the thermostat is, it is likely it just went bad.
The direct replacement for that model can be purchased here: https://kc.warmyourfloor.com/suntouch-sunstat-core-nonprogrammable-thermostat.html
Let us know if you need anything else.
Thank you, Kathryn.
John Babyak says:
Hi, I’m a Sun Touch certified installer, and have been licensed contractor for 33 years. I finally broke down and remodeled my master bathroom in the spring of 2016. I made sure my family does not put anything over the temp sensor on the floor to overheat it. I do have direct sunlight that hits the thermostat, but it’s been that way since I installed it. I keep getting a “GCFI tripped,” I reset it and it works for 1,2,3, days and then trips again. There is no set pattern when it trips and there is no error code. When installed the heating system, I kept the loudmouth on it for 30 days and only tested the heating system for for 5 minutes to make sure the system worked before the thinset cured, and then reattached the loud mouth. 35 days later I closed the wall, installed the thermostat, set it to 78 (year round, I’m spoiled.) Only in the last three weeks the thermostat keep giving me the error “GCFI tripped.” So, my question is, can a thermostat go bad in three years? I realize it’s electronic and anything can happen. Any help would greatly be appreciated.
matthew@warmyourfloor.com says:
Hi John,
How long the thermostat last varies, like any electrical device.
We usually see them last about 5-8 years but sometimes they don’t make it that long.
Based on what you’ve said it does sound like the thermostat has just stopped functioning and needs to be replaced.
You can try contacting SunTouch at 888-432-8932 to troubleshoot the thermostat.
Otherwise, we carry all their current models and you can order directly from our website.
johnny Dwain Houston says:
Thermostat shows temp at 67 but will not heat up to programmed temp of 80. Thermostat is receiving electricity as the faceplate is lit up. Not sure what to do next.
Marye Lee says:
Hi Johnny,
Thank you for reaching out to us! Please, give us a call so we can learn a little more about this issue. There might be a simple fix, or you might be due to replace your thermostat. You can reach us at 866-558-3369.
Warm Regards,
Warm Your Floor Team
Dennis Doyle says:
Hello,
is there a reset option for an about 8 year old Suntouch thermostat with a blank screen?
Marye Lee says:
Hi Dennis,
This will depend on the thermostat model that you have. We would love to help troubleshoot this issue with you. Please, give us a call at 866-558-3369 or email us at customercare@warmyourfloor.com and we will help you get this resolved!
Brian banholzer says:
I have a break in a sun touch floor. We do not know where the break is. What options do I have besides removal of the entire floor ?
Marye Lee says:
Hi Brian,
There are certain ways to find this break and repair it without having to remove the entire floor. Please, email us at customercare@warmyourfloor.com for further instructions and we will walk you through your options!