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Our engineering team is standing by to assist with system commissioning, parts, and active diagnostics.
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To ensure a quick and accurate response, the following information must be provided:
Providing photos, trend data, or screenshots of the controller is strongly recommended.
Incomplete information may delay response time, as additional details will be required before troubleshooting can begin.
Service requests can be submitted by email or through the AERMEC support form.
When submitting a request, include all relevant information such as unit model, serial or COMM number, site location, and a clear description of the issue. Attaching photos, controller screenshots, and any available trend data is strongly recommended.
Once received, your request will be logged and assigned a case number for tracking. All follow-up communication should reference this case number to ensure continuity.
For updates to an existing issue, please reply to the original email thread or reference the assigned case number. Submitting multiple requests for the same issue may result in delays or duplication.
Incomplete submissions may require additional follow-up before troubleshooting can begin.
Yes. Phone support is available for immediate assistance; however, due to the volume of incoming calls, support is handled on a first-come, first-served basis.
Our team may be assisting other customers or working through active cases, so calls are not always answered immediately. If you are unable to reach a support team member, please leave a detailed voicemail including your name, company, phone number, and unit information, or submit your request via email or the support form.
For more complex issues, follow-up via email or formal case submission may be required to allow proper tracking, documentation, and coordination.
Providing complete information upfront will help reduce back-and-forth and allow the team to respond more efficiently.
The COMM number is AERMEC’s internal project or system reference used to track equipment, configuration, and documentation associated with your unit or installation.
It can typically be found directly on the unit nameplate, alongside the model and serial number. The COMM number may also be referenced on submittals, startup documentation, and project-related correspondence.
Providing the COMM number when requesting support allows our team to quickly identify the equipment and associated project details, which helps reduce response time and avoids unnecessary follow-up.
If the COMM number is not available, please ensure that the model and serial number are provided.
Response times vary depending on the volume of incoming requests, the complexity of the issue, and the completeness of the information provided.
Requests are handled on a first-come, first-served basis, with priority given to complete submissions that include all relevant unit and operating information.
Simple inquiries may be addressed quickly, while more complex issues may require additional review, coordination, or follow-up to properly diagnose.
If sufficient information is not provided at the time of submission, additional details will be requested before troubleshooting can begin, which may extend response time.
To help ensure the fastest possible response, please include model, serial or COMM number, site details, and current operating conditions with your request.
Yes. A completed Pre-Startup (Hydronic System Verification) Form is required prior to scheduling or approving startup. This form confirms that the system has been properly installed and is ready for commissioning.
Once the system has been verified and startup is completed, a Startup Form must also be filled out to document operating conditions and confirm proper unit operation. Both documents are part of the required record for system validation and may be required for warranty evaluation.
Startup should be performed by a qualified technician with experience in hydronic systems, refrigeration equipment, and electrical verification. AERMEC strongly recommends that startup be carried out by a certified technician to ensure proper setup, control configuration, and system stability.
If certification is required, please refer to the Training & Certification section for available courses and upcoming sessions.
Prior to startup approval, the following must be confirmed:
Incomplete or missing documentation may delay startup approval, support, and warranty review.
Yes. Units can be started by qualified personnel, provided that all AERMEC procedures are followed and the system has been properly prepared and verified.
However, startup is a critical phase that directly impacts unit performance, control stability, and long-term reliability. Improper startup can lead to issues such as unstable operation, nuisance alarms, or reduced capacity.
AERMEC strongly recommends that startup be performed by a certified technician familiar with hydronic systems, refrigeration circuits, and AERMEC control logic.
Prior to startup, the system must meet all readiness requirements, including:
In addition, it is important to understand that AERMEC units regulate capacity based on leaving water temperature and internal control logic. External attempts to force staging or operate outside recommended conditions may result in unstable behavior.
Even when startup is performed independently, the following remain required:
AERMEC support remains available to assist; however, issues resulting from system conditions, improper installation, or operation outside recommended guidelines may require correction before further troubleshooting can proceed.
For those looking to perform startups regularly, AERMEC offers training and certification programs. Please refer to the Training & Certification section for more information.
If the system is not ready at the time of startup, the startup will be postponed until all required conditions are met.
Startup is intended to validate a complete and operational system. Attempting to start a unit on a system that is not fully prepared can result in unstable operation, nuisance alarms, or misleading conclusions regarding unit performance.
Common conditions that will prevent startup include:
The Pre-Startup (Hydronic Verification) Form must be completed and reviewed prior to startup approval. If deficiencies are identified, they must be corrected before proceeding.
If startup is attempted under non-ready conditions, AERMEC may:
This may result in additional time, coordination, and potential costs.
Ensuring the system is fully ready prior to startup helps achieve a stable commissioning process and avoids unnecessary delays.
Before requesting startup support or approval, the system must be fully installed, operational, and verified. Startup is intended to validate performance — not to complete installation or troubleshoot system deficiencies.
At a minimum, the following must be confirmed:
Hydronic System
Electrical
Controls & Sensors
System Readiness
Documentation
Failure to verify these items prior to startup may result in delays, incomplete commissioning, or the need for additional visits.
Providing confirmation of the above helps ensure a smooth startup process and allows AERMEC to focus on validating unit performance rather than identifying installation issues.
No. Startup cannot be properly completed on a system that is only partially operational.
Startup is intended to validate the performance of the unit within a fully functional system. If portions of the system are not complete, isolated, or not operating as intended, the results of the startup will not be representative and may lead to unstable operation or incorrect conclusions.
This is especially critical for systems with simultaneous heating and cooling (heat recovery) units, where both the heating and cooling loops must be fully operational.
In these applications, the following must be confirmed:
If one loop is not operational, has insufficient flow, or lacks system volume, the unit may:
More generally, startup cannot be completed if:
Under these conditions, AERMEC may:
Ensuring that the entire system — including all loops and associated equipment — is complete and stable is required for a successful startup and proper validation of unit performance.
Operation outside of design conditions may be possible in certain situations; however, it is not recommended and may result in reduced performance, instability, or nuisance alarms.
AERMEC units are selected and designed to operate within defined conditions, including:
Operating outside of these parameters can affect how the unit regulates capacity and maintains stability.
Common impacts of operating outside design conditions include:
For example:
It is also important to understand that AERMEC units regulate capacity based on internal control logic (proportional and integral response to leaving water temperature). When operating outside design conditions, the system may not respond as expected, as it is no longer within the tested operating envelope.
While short-term operation outside of design conditions may be possible for testing or temporary situations, continuous operation under these conditions should be avoided unless specifically reviewed and confirmed.
For proper operation and performance, the system should be designed and operated within the selected conditions.
Frequent cycling (short cycling) is typically the result of system conditions rather than an issue with the unit itself.
AERMEC units regulate capacity based on leaving water temperature and internal control logic. When the system cannot absorb or deliver energy in a stable manner, the unit may start and stop more frequently than intended.
The most common causes include:
Insufficient System Water Volume
Low or Fluctuating Load
Unstable or Incorrect Flow
Improper Control Strategy
Simultaneous Heating & Cooling Systems
In systems with heat recovery or simultaneous operation:
Setpoints Outside of Typical Operating Range
Frequent cycling can lead to:
To correct short cycling, the system should be evaluated for proper water volume, stable flow, and appropriate control strategy. In many cases, adding system volume (e.g., buffer tank) or stabilizing flow conditions will resolve the issue.
If the unit is unable to reach setpoint, the cause is typically related to system conditions, load requirements, or operation outside of the unit’s designed capacity.
AERMEC units will deliver capacity based on available load, operating conditions, and internal control logic. If the system demand exceeds what the unit can provide under current conditions, the setpoint may not be achieved.
The most common causes include:
Insufficient Capacity for Actual Load
Improper Flow Rate
Fouled or Restricted Heat Exchange
Operation Outside Design Conditions
Simultaneous Heating & Cooling Systems
In heat recovery applications:
Control or Setpoint Configuration
If the unit is running continuously but not reaching setpoint, this generally indicates that the system demand exceeds available capacity under the current conditions. Verification of load, flow, and operating conditions is required to determine the cause.
Frequent starting and stopping over short intervals is typically an indication of system instability, most commonly related to low system volume or rapidly changing load conditions.
While similar to general short cycling, this behavior often occurs over very short time intervals and is usually driven by how quickly the system reaches and deviates from setpoint.
The most common causes include:
Low System Water Volume
Rapid Load Fluctuations
Unstable Flow Conditions
Control Interaction (BMS / External Signals)
Simultaneous Heating & Cooling Systems
Aggressive Setpoints or Narrow Control Band
This type of operation can lead to:
Stabilizing the system typically requires addressing water volume, ensuring steady flow, and confirming that control strategies are properly coordinated.
Unstable leaving water temperature is typically the result of system conditions that prevent the unit from regulating capacity in a smooth and consistent manner.
AERMEC units control capacity based on leaving water temperature using proportional and integral logic. For stable operation, the system must provide a steady and predictable load. When system conditions fluctuate, the unit will continuously adjust, resulting in visible temperature instability.
The most common causes include:
Unstable Entering Water Temperature (EWT)
Insufficient System Water Volume
Fluctuating or Incorrect Flow
Rapid Load Changes
Simultaneous Heating & Cooling Systems
In heat recovery applications:
Control Configuration
In a properly operating system, leaving water temperature should approach setpoint gradually and stabilize with minimal variation.
If temperature is fluctuating significantly, this is typically an indication that the system is not providing stable conditions for the unit to regulate properly.
Stabilizing the system — through proper flow, adequate volume, and consistent load — is required to achieve steady operation.
Minimum system water volume is required to allow the unit to operate in a stable and controlled manner. It provides thermal mass, allowing the system to absorb and release energy gradually rather than reacting too quickly to changes in load.
The required volume depends on the unit type and application; however, insufficient volume is one of the most common causes of unstable operation.
When system volume is too low:
This is especially critical in:
In simultaneous systems, both the heating loop and cooling loop must have adequate volume. If either side lacks sufficient volume, the unit may not be able to properly balance energy, leading to instability or mode issues.
As a general guideline, systems should be designed to provide sufficient runtime (typically several minutes) to allow stable control. In applications where this cannot be achieved, a buffer tank or additional system volume is required.
Stable flow is critical for proper heat transfer and accurate control response. AERMEC units regulate capacity based on leaving water temperature, which depends directly on consistent and predictable flow through the heat exchangers.
When flow is unstable or outside of the required range:
Common causes of unstable flow include:
In systems with simultaneous heating and cooling:
Maintaining steady, correctly sized flow is essential for both performance and reliability.
A buffer tank is used to increase system water volume and stabilize operation. It is not always required, but in many applications it becomes necessary to ensure proper system behavior.
A buffer tank is typically required when:
Without sufficient volume, the system reacts too quickly, causing the unit to start and stop frequently or struggle to maintain stable temperatures.
In systems with simultaneous heating and cooling:
It is important to note:
Proper sizing and placement of the buffer tank are important to ensure that it is effective. When correctly applied, it can significantly improve system stability and reduce cycling.
Yes. Variable flow systems can be used; however, the system must be designed so that flow through the unit(s) remains constant and within acceptable limits at all times.
While the primary system loop may operate with variable flow, AERMEC units are designed to operate with stable and consistent flow through their heat exchangers. This typically requires proper hydraulic design, such as the use of decoupling (primary/secondary systems) or other methods to isolate the unit from system-side flow fluctuations.
If flow through the unit is allowed to vary or drop below minimum requirements:
For proper application:
In systems with simultaneous heating and cooling:
Improper implementation of variable flow systems — particularly without hydraulic separation — is a common source of instability and operational issues.
Variable flow can be successfully applied, but only when the unit is protected from flow variation and system design ensures consistent operating conditions.
Air in the system can significantly impact performance and stability. It interferes with proper flow, reduces heat transfer, and can cause erratic system behavior.
Common effects of air in the system include:
Air pockets can also cause localized flow restrictions, which may not always be immediately visible but can impact unit performance.
In systems with simultaneous heating and cooling:
Proper air elimination is required prior to startup and should be maintained throughout system operation using appropriate air separators, vents, and purge procedures.
If air is present, system performance will not be stable, and troubleshooting should not proceed until it is resolved.
Yes. Multiple units can be staged by a BMS at the unit level, provided that proper staging logic is used.
The BMS may control:
However, it is critical that staging is based on stable system conditions and appropriate logic (e.g., leaving water temperature, load demand, and minimum run times). Improper staging logic can result in instability, short cycling, or poor system performance.
It is important to note:
For multi-unit systems, two approaches are possible:
BMS-Based Unit Staging
Dedicated Sequencer (Recommended)
In all cases:
Incorrect staging strategy is a common source of instability, particularly in systems with variable load or simultaneous heating and cooling.
AERMEC units do not operate in a continuous linear manner. Capacity is delivered in discrete steps based on internal control logic and system demand.
The unit will only load to the level required to maintain setpoint under current conditions.
Reasons the unit may not reach full capacity include:
Load Does Not Require Full Capacity
Discrete Capacity Steps
Operating Conditions
Control Stability
In systems with simultaneous heating and cooling:
Not reaching 100% capacity is not necessarily an issue. The unit is designed to deliver only the capacity required to maintain stable operation.
Mode selection in AERMEC units is based on internal demand calculations for heating and cooling. The unit will remain in a given mode as long as the calculated demand supports that operation.
In simultaneous (heat recovery) mode:
Common reasons the unit remains in simultaneous or recovery mode include:
Ongoing Demand on Both Loops
Imbalance Between Loops
Unstable System Conditions
Minimum Mode Runtime
If the system conditions are not stable or properly balanced, the unit may remain in a mode longer than expected.
For proper mode transitions:
Certain control parameters can be adjusted; however, changes should be made with caution and only by qualified personnel.
AERMEC units are factory-configured to operate within specific control ranges. Adjustments outside recommended values can impact performance, stability, and reliability.
Improper parameter changes may result in:
Examples of parameters that may be adjusted include:
However, adjustments to deeper control logic (such as proportional or integral behavior) should only be made with a clear understanding of system impact.
It is also important to note:
If adjustments are required, they should be reviewed carefully, and original settings should be documented prior to any changes.
Before contacting AERMEC support, basic system conditions must be verified. A large percentage of alarms are caused by installation or system-related issues rather than the unit itself.
At a minimum, the following should be confirmed:
Hydronic System
Temperatures & Load
Electrical
Controls
Alarm Details
Providing this information allows AERMEC to diagnose the issue efficiently.
If these checks are not completed prior to contacting support, additional information will be requested before troubleshooting can proceed.
Yes, alarms can typically be reset; however, resetting an alarm does not resolve the underlying cause.
If the condition that triggered the alarm is still present:
In some cases, repeated resets without addressing the root cause can:
Alarms are generated as a protective response to system or operating conditions. They should be treated as an indication that a condition outside normal operation has occurred.
Resetting the alarm may temporarily restore operation, but proper diagnosis and correction of the root cause are required for stable performance.
Recurring alarms indicate that the condition that triggered the alarm has not been resolved.
Once an alarm is cleared, the unit will resume operation; however, if the same system condition persists, the unit will detect it again and generate the same alarm.
Common causes of recurring alarms include:
System Conditions Not Corrected
Electrical Issues
Control or Configuration Issues
Operating Outside Design Conditions
Recurring alarms should not be treated as isolated events. They are an indication of a persistent issue that requires investigation and correction.
If the same alarm continues to occur:
Resolving the root cause is required to eliminate recurring alarms and ensure stable operation.
Electrical verification is a critical part of startup and must be completed prior to energizing the unit. Improper electrical conditions can result in immediate faults, unstable operation, or long-term damage to components.
At a minimum, the following must be verified:
Power Supply
Phase & Balance
Connections & Installation
Protection Devices
Control Power & Wiring
Failure to verify electrical conditions prior to startup may result in:
Electrical issues must be resolved before startup can proceed.
No. Units must be operated within the specified voltage range.
Operation outside the acceptable voltage limits can result in:
Even if the unit appears to operate under these conditions, continuous operation outside the specified range is not acceptable and may lead to premature failure.
It is also important to consider:
Stable and compliant electrical supply is required for proper operation and reliability.
Warranty evaluation requires complete and accurate documentation to assess unit operation, system conditions, and installation.
Depending on the situation, the following may be required:
Commissioning Documentation
Service Documentation
Operating Conditions
Electrical Data
System Information
Incomplete documentation may:
Warranty review is based on verified operating conditions and documented system performance. Providing complete and accurate information is required for timely evaluation.
Yes. Improper installation can directly impact unit performance, reliability, and warranty evaluation.
AERMEC equipment is designed to operate within defined conditions. If the system is not installed in accordance with manufacturer guidelines, the unit may not operate as intended, and resulting issues may not be considered equipment-related.
Common installation-related issues include:
These conditions can lead to:
It is important to understand that the unit operates as part of a system. If system conditions do not meet required parameters, performance issues may occur regardless of unit condition.
For this reason, installation and system design must be verified prior to startup, and proper documentation must be provided.
No. Warranty evaluation requires complete and accurate documentation.
Without sufficient information, it is not possible to determine:
At a minimum, the following are typically required:
If documentation is incomplete or missing:
Providing proper documentation ensures that issues can be reviewed accurately and efficiently.
AERMEC should be contacted after basic system conditions have been verified and the issue appears to be related to unit operation rather than installation or system configuration.
Prior to contacting support, the following should be confirmed:
AERMEC support is intended to assist with equipment operation, diagnostics, and coordination once system fundamentals are in place.
If system conditions have not been verified, additional information will be required before troubleshooting can proceed. Verifying these fundamentals in advance helps reduce delays and allows for faster resolution.
Most field issues are related to system conditions rather than equipment failure.
The most common causes include:
In systems with simultaneous heating and cooling:
These conditions can lead to:
Proper system design, installation, and commissioning are critical to achieving stable and reliable operation.
Service response time is directly influenced by the quality and completeness of the information provided at the time of request.
To improve response time:
Requests that include complete and accurate information can be reviewed and addressed more efficiently.
Submitting multiple requests for the same issue or providing incomplete information may result in delays due to additional follow-up and clarification.
Clear, well-documented requests allow AERMEC to diagnose issues more quickly and provide more effective support.
