FAQ Maestro

All the steps to configure your Maestro network are included in the user guide. You’ll also find additional information and answers to frequently asked questions below.

Installation and start-up

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 5 ft. (1.5 m) from the floor, on an interior wall that faces the heating system. The controller • thermostat must be installed in a central location in the house (according to the number of levels and surface area) to make network connections easier.

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

When no barrier is present, the maximum distance between the two devices should not exceed 33 feet (10 m). In the presence of signal barriers such as a wall, a door or furniture, the distance should be slightly less than 33 feet (10 m).

What should I do if the controller • thermostat or thermostat doesn’t light up after it is installed?

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

Make sure the leads (of the controller • thermostat or thermostat) are properly connected and the caps are firmly tightened (see the Installation section of your product’s user guide).

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

Why aren’t the buttons responding, except for advanced menu access?

The thermostat is locked. Deactivate lock mode.

Maestro network/Zigbee connectivity

How can I add a thermostat to my Maestro ecosystem?

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

What should I do if I cannot connect my Maestro thermostats to the controller • thermostat?

Refer to the Connectivity issues page for the full connection issue procedure.

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.

Wi-Fi connectivity

What should I do if the controller • thermostat does not display my home’s 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.

What should I do if 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. In this case, a message will appear at the top of the www.stelpro.com website’s home page.

Heating

What should I do if 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.

Moreover, although the temperature reading sensors are located in the thermostat, the ambient temperature displayed is the one estimated for the centre of the room. This sensing mode is dictated by the standards governing thermostats. It aims to maximize people's comfort in the space they inhabit. For this reason, it’s normal for a thermometer placed just next to a thermostat not to read the same ambient temperature.

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 of your product’s user guide).

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

What should I do if 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 of your product’s user guide).

What should I do if the fan heater turns on and off frequently?

Go to the heating mode selection menu of the controller • thermostat and select “Fan-Forced Heater”.

On the thermostat go to the heating mode selection menu (menu 3) and select ON.

What should I do if 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 and poses no risk.

Controller • thermostat or thermostat error messages

What should I do if the “Exclamation point” icon is displayed (not flashing) on the controller • thermostat?

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 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 of the user guide).

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.)

Why is the word "Cold” displayed on the controller • thermostat?

Room temperature is below 32°F. Heating will remain active until the temperature reaches the temperature setpoint. The “Cold” message will disappear when the temperature increases to 32°F.

Why is the word “Hot” displayed on the controller • thermostat?

Room temperature is above 122°F. Heating will remain inactive. The “Hot” message will disappear when the temperature decreases to 122°F.

Why is the “--” symbol 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.

Why is the “ERR” message 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. Refer to the Maestro network/Zigbee connectivity section for more details.

Why is the “Exclamation point” icon (flashing) displayed on the thermostat?

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

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

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

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

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

Why is the word “LO” displayed on the thermostat?

Room temperature is below 32°F. Heating will remain active until the temperature reaches the temperature setpoint. The “LO” message will disappear when the temperature increases to 32°F.

Why is the word “HI” displayed on the thermostat?

Room temperature is above 122°F. Heating will remain inactive. The “HI” message will disappear when the temperature decreases to 122°F.

Why is the connection icon 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).

Application 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 What should I do if there’s an alert related to a thermostat?

On the controller • 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. Replace it if it’s defective.

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

What should I do if there’s no internet connection?

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

What should I do if the controller isn’t connected?

If your controller • thermostat is no longer connected to your Wi-Fi network, reconnect it to your Wi-Fi network (see the user guide).

What should I do if I’m unable to confirm the ID?

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

What should I do if I’m unable to create an account?

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

What should I do if I’m unable to retrieve account data?

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

What should I do if I’m unable to update data?

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

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

What should I do if I’m unable to update the value?

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

What should I do if I’m unable to upload data?

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

What should I do if I’m unable to update email?

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

What should I do if I’m unable to update the name?

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

What should I do if I’m unable to update the password?

Make sure your password is at least 8 characters long, including one uppercase, one lowercase and one number or special character.

What should I do if I’m 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.

What should I do if I’m unable to delete the home?

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

What should I do if I’m 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.