FAQ Maestro

Below is a list of the most common problems and alerts you may experience with your controller • thermostat or thermostat.

The “exclamation point” icon is displayed (not flashing) on the controller • thermostat.

Touch the icon to access details about the alert.

Thermostat disconnected: A thermostat that was connected to the Zigbee network is disconnected or not powered.

Use the RECONFIGURE button on the thermostat’s screen. Doing so may fix the problem in some cases.

If that doesn’t work, reconnect the thermostat to the Zigbee network. (See “Connecting a thermostat to the controller • thermostat” on page 20.)

Open window: A thermostat has detected an open window. Close the window or disable open window detection.

Overheating appliance: The heating system is overheating. Inspect your heating system and replace it if it is defective. This alert will also be displayed if the thermostat is powered off repeatedly.

No Wi-Fi connection: The controller • thermostat has lost its connection to the Wi-Fi network. (See “Connecting the controller • thermostat to your Wi-Fi network and registering it in the MAESTRO app” on page 18.)

The word “Cold” is displayed on the controller • thermostat

Room temperature is below 0 °C. Heating will remain active until the temperature reaches the temperature setpoint. The “Cold” message will disappear when the temperature increases to 0 °C.

The word “Hot” is displayed on the controller • thermostat

Room temperature is above 50 °C. Heating will remain inactive. The “Hot” message will disappear when the temperature decreases to 50 °C.

The “--” symbol is displayed on the controller • thermostat or the thermostat

The controller • thermostat cannot read the temperature (defective temperature sensor). Replace the controller • thermostat.

NOTE: This alert may also be displayed temporarily immediately after a reset. It should disappear automatically after about ten seconds.

Cannot establish a connection with a thermostat or lost thermostat connection

Make sure:
  • To select the controller • thermostat channel on the thermostat.
  • That the controller • thermostat is in connection mode.
  • That the thermostats aren’t too far from each other.
If the problem persists, try these solutions in the following order:

The controller • thermostat does not display my Wi-Fi network

Make sure the controller • thermostat is installed in a location where your router’s Wi-Fi signal is strong.

Make sure your network isn’t configured to hide its name and isn’t a corporate network.

The Wi-Fi signal isn’t available

Make sure the controller • thermostat is installed in a location where your router’s Wi-Fi signal is strong enough.

The Wi-Fi connection failed

Make sure you entered the correct password.

The connection may also have failed due to an intermittent problem with the Wi-Fi network. Try to reconnect later.

Cloud services may have crashed. As a result, the controller • thermostat is unable to connect to the Stelpro Cloud.

The heating system is running continuously, even when the temperature setpoint has been reached

Make sure the thermostat’s or controller • thermostat’s leads are properly connected (see the Installation section).

NOTE: The controller • thermostat also commands residual heat to maintain the temperature setpoint once it is reached.

The heating system isn’t operational even though the controller • thermostat or thermostat indicates that it is

Make sure the controller • thermostat leads are properly connected (see the Installation section).

The controller • thermostat or thermostat doesn’t light up after it is installed

Make sure the controller • thermostat leads are properly connected, and the caps are firmly tightened (see the Installation section).

Make sure the heating system’s circuit breaker in the electrical panel is OFF.

If the heating system has a switch, make sure it is ON.

The controller • thermostat or thermostat doesn’t display the correct ambient temperature

Make sure there are no drafts or heat sources near the controller • thermostat or thermostat.

The fan turns on and off frequently

Select “Fan” in the heating mode menu.

How can I add a thermostat to my Maestro ecosystem?

The controller • thermostat must be in connection mode. P To do so, go to Settings → Zigbee Connection → Add a thermostat.

The “ERR” message is displayed on the thermostat

The thermostat isn’t detecting a Zigbee network. Another smart device may be using the suggested channel. To increase the chances of establishing a connection, we recommend turning off Bluetooth on your devices and not downloading anything using Wi-Fi while trying to connect thermostats to the controller • thermostat.

Where should I install the controller • thermostat or thermostat in the house?

It must be installed in a central room where it will be easily accessible, about 1.5 m (5 ft.) from the floor, on an interior wall that faces the heating system. Installing the thermostat in a central location creates a network that’s easier to connect.

What is the maximum recommended distance between the controller • thermostat and the thermostat?

When no obstacle is present, the maximum distance between the two devices should not exceed 40 feet. In the presence of obstacles such as a wall, a door or furniture, the distance should be slightly less than 40 feet.

Can my house’s construction interfere with wireless data transmission?

Yes. As a result, you may need to reposition your thermostat or install Zigbee repeaters.

Can appliances interfere with wireless data transmission?

Yes, if they are located in a straight line between two devices. You may need to reposition your thermostat or install Zigbee repeaters.

Are you experiencing pairing issues?

Check whether other devices are in use:

  • Wireless residential phone
  • Bluetooth device(s)
  • Microwave oven
  • Connect device downloading from the internet

These devices can create interference during the pairing process. We recommend you turn them off and try pairing again.

The “exclamation point” icon (flashing) is displayed on the thermostat

The heating system is overheating. Inspect your heating system and replace it if it is defective.

The “Low temperature or open window” icon (flashing) is displayed on the thermostat

The thermostat has detected an open window. Close the window or disable open window detection.

The “Zigbee connection” icon (flashing) is displayed on the thermostat

There is a problem with the thermostat’s Zigbee network of the thermostat. Reset the thermostat and reconnect it to the controller • thermostat.

The word “LO” is displayed on the thermostat

Room temperature is below 0 °C. Heating will remain active until the temperature reaches the temperature setpoint. The “LO” message will disappear when the temperature increases to 0 °C.

The word “HI” is displayed on the thermostat

Room temperature is above 50 °C. Heating will remain inactive. The “HI” message will disappear when the temperature decreases to 50 °C.

The thermostat is hot to the touch

Even when it’s operating normally, the thermostat’s housing may become hot to the touch. This does not affect the efficiency or operation of the thermostat.

The connection icon is flashing on the home screen

There’s a problem with the Zigbee radio module. Reset the thermostat and reconnect it to the controller • thermostat (Zigbee).

The buttons aren’t responding, except for advanced menu access

The thermostat is locked. Deactivate lock mode.

The thermostat doesn’t connect to the Zigbee network

Your thermostat may be too far from another thermostat in the network. Make sure that the thermostats between this thermostat and the controller • thermostat are installed and connected to the Zigbee network.

Make sure that the controller • thermostat is in connection mode and that you have selected the correct channel.



Alert messages

Some events can generate an alert in the application, such as the loss of the Internet connection, the loss of the connection with the controller • thermostat or an alert issued by a thermostat, if a thermostat is disconnected, a window is open, etc.

When a thermostat generates an alert, an alert icon alerte appears at the top of the home screen. The alert icon alerte also appears on the group screen next to the affected group and the thermostat screen next to the thermostat affected.


alerte Alert related to a thermostat

Touch the icon to access details about the alert.

Open window: A window is open and has caused an abnormal temperature drop. Close the window or disable open window detection.

Overheating appliance: The heating system is overheating. Inspect your heating system to make sure it isn’t obstructed, and replace it if it is defective.

No Zigbee connection: The controller • thermostat is unable to communicate with the thermostat.

No internet connection

Make sure your Wi-Fi network is working properly and that you have an internet connection.

Controller not connected

Your controller • thermostat is no longer connected to your Wi-Fi network. Reconnect your controller to your Wi-Fi network ( see user guide.)

Make sure you are using the correct user name and password.

Unable to create account

The email address entered is already in use for another account. Use another email address.

Unable to retrieve account data

The MAESTRO application is unable to retrieve account data. Wait a few minutes, and try again.

Unable to update data

The MAESTRO application is unable to retrieve account data. Wait a few minutes, and try again.

Make sure you have an internet connection

Make sure your Wi-Fi network is working properly and that you have an internet connection.

Unable to update the value. Please try again

Wait a few minutes, and try to change the value again.

Unable to upload data

Make sure your Wi-Fi network is working properly and that you have an internet connection.

Unable to update email

The email address you entered may be used for another account. Try again, or enter a new email address.

Unable to update name

The new name entered is too long or contains special characters. Enter a shorter name without special characters.

Unable to update password

The password doesn’t meet the required criteria.

Unable to add the home

The controller • thermostat's registration code is invalid, or information is missing. Check the controller • thermostat’s and make sure to complete all the fields.

Unable to delete the home

Make sure your Wi-Fi network is working properly and that you have an internet connection.

Unable to delete a group

Make sure you have deleted or moved all the thermostats in the group you want to delete. The controller • thermostat and its group cannot be deleted.