Troubleshooting

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• Troubleshoot Now
• Issues
• Still stuck?

Troubleshoot Now

Follow the prompts to fix the issue, or we’ll send an email to Focal Support with the details.

Need help now?Troubleshoot now→

Issues

Can’t control the heater

Covers offline, app, or QR code control. First give the pull string a short pull. Flashing yellow lights mean Schedule Mode is active outside its scheduled hours, not a fault — see System Setup & Control. Otherwise it’s a connectivity problem: check the affected heater has power, and if all heaters are offline, check your Focal Hub (or networking box on older systems) is plugged in and has internet — see WiFi Requirements.

Watch this step at https://support.focalheat.co/troubleshooting/#cant-control-video

No power or lights

Re-seat the heater first (pull the string down, slide it off and back on). If other heaters on the same rail are also dark, check the rail switch (on the cord-exit end, underneath the rail) and the breaker, then test the outlet on a known-good circuit. If Focal sends a replacement heater, see Replace a Heater.

Watch this step at https://support.focalheat.co/troubleshooting/#no-power-video

Heater isn’t heating

Confirm it has power and isn’t in Schedule Mode (see above), then try a short pull to change the heat level.

Watch this step at https://support.focalheat.co/troubleshooting/#not-heating-video

Heater is hard to move

Pull the string all the way down before sliding it; a partial pull won’t release it.

Heater is physically damaged

Move it off the slot and secure any loose parts so nothing falls.

Still stuck?

Run through the troubleshooting tool to send Focal Support a full report, or email support@focalheat.co directly with a photo of the heater’s QR code or serial number and what you’ve already tried.