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Technical Support

Carrier® comfort is about more than heating or cooling your home. It’s knowing we stand behind our products – and right by you – with industry-leading warranties, expert service and dedicated support during each heat wave and cold snap and everything in between.

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Warranty

We're proud to stand by our products and support our systems with strong warranties.
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Troubleshooting

You can always rely on your Carrier® dealer for solutions to any problems you may have with your system, but here are a few tips to try before turning to the experts.

If your system isn’t running:

Check to make sure your control or thermostat is set in cooling mode. Make sure the temperature is set cooler than the current indoor temperature.

If it isn’t, your system won’t know to provide cooling.

Make sure your outdoor condensing unit is running. If it is not running, make sure the breakers in your home’s breaker box or electrical panel are in the ON position.

Check the main power switch for your outdoor unit, usually found within a few feet of the unit in a box mounted to the exterior of the house. Make sure it’s in the ON position.

Ensure that the blower motor in your furnace or fan coil is running. If the system is set for cooling, the blower motor should be running. If not, check to make sure your indoor unit switch is in the ON position.

If your system isn’t cooling enough: 

Check the filter for buildup. If you have one-inch-thick furnace filters, a once-a-month change is recommended. Two-inch-thick filters – and other high-capacity pleated filters – usually only need to be changed every other month, depending on the type. If you don’t change it, the filter will eventually block the proper airflow and cause your outdoor air conditioner unit to shut down.

Check all return air grilles to make sure they are not blocked. Return air grilles are larger and are located on a wall or the ceiling in newer homes. Older homes frequently have return air grilles on the floor.

Check all supply registers to make sure they are open and blowing air.

If you still don’t feel the flow of cool air or your system is under-delivering, it’s time to contact your local Carrier expert for service.

Other signs that indicate a service call may be in order:

  • Your system is struggling to keep up and seems to be turning itself on and off frequently.
  • Your indoor summer humidity levels seem unusually high.
  • You hear your indoor-unit fan coming on, but the air from the registers isn’t cool or the fan is turning on and off more frequently than usual. NOTE: If your system control has a “Constant ON” feature, you will not always feel warmth, even though air may be blowing.

If your system isn’t running:

Check to make sure your control or thermostat is set in the HEAT position. (You’d be surprised; often that’s the problem.) Make sure the temperature is set warmer than the current indoor temperature. If it isn’t, your system won’t know to provide heating.

Ensure your furnace’s power is on. Try turning the fan to ON using the fan switch on the control or thermostat to test for power to the furnace.

Check the circuit breakers in your home’s circuit breaker box (electrical panel) to make sure they’re in the ON position.

Check the furnace power switch to be sure it’s in the ON position (it looks like a light switch on a gray box located at the furnace).

System not heating enough: 

Check the filter for buildup. If you have one-inch-thick furnace filters, a once-a-month change is recommended. Two-inch-thick filters – and other high-capacity pleated filters – usually only need to be changed every other month or less, depending on the type. If you don’t change it, the filter will block the proper airflow and strain your furnace.

Check all return air grilles to make sure they are not blocked. Return air grilles are larger and are located on a wall or the ceiling in newer homes. Older homes frequently have return air grilles on the floor.

Check all supply registers to make sure they are open and blowing air.

If you still don’t feel that wonderful rush of warmth throughout your home, it’s time to contact your local Carrier expert for service.

Other signs that indicate a service call may be in order:

You hear your indoor-unit fan coming on, but the air from the registers isn’t warm or the fan is turning on and off more frequently than usual. NOTE: If your system control has a “Constant ON” feature, you will not always feel warmth, even though air may be blowing.

Before you request a service call for your ventilator:

Check the main power disconnect switch. Verify that the circuit breakers are ON or that fuses have not blown. If you must reset breakers or replace fuses, do so only once. Contact your Carrier expert for assistance if the breakers trip or the fuses blow a second time.

Check for sufficient airflow. Check air filters for accumulations of large particles. Check for blocked exhaust air grilles or ductwork. Keep grilles and ductwork open and unobstructed.

Check to see if the unit is calling for air exchange or if the unit is in defrost mode. When outdoor ambient temperature is below 23° F (–5° C), some degree of defrost mode is possible. Defrost time could be five to 20 minutes, depending on temperature and settings.

If your ERV still fails to operate properly, contact your Carrier expert – and be sure to have your model and serial numbers handy. With this information, the dealer will be able to correct any problems.

If the condensate fails to drain properly, check the grommet and drain tube for obstructions. Make sure that the condensate drain tube has a slight slope and is not kinked.

If your HRV still fails to operate properly, contact your Carrier expert. Provide your model and serial number. With this information, the dealer will be able to correct any problems.

Maintenance and Efficiency

Don’t let your air conditioner lose its cool or your heat pump get fired up.

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Air conditioner maintenance:

  • Change your air filters regularly.
  • Be sure to avoid blocking floor, wall or ceiling vents.
  • Make sure your outside condensing unit isn’t covered or clogged with leaves or debris.
  • Check to make sure the drainage system isn’t clogged.
  • Don’t run your system in cooling mode when outdoor temperatures are lower than 55° F or 13° C.
  • Have a Carrier® expert clean your indoor coil regularly.
  • Check for water at the base of your outdoor unit. Water likely means the support base has shifted since installation and is no longer level.
  • Consider sealing or insulating your ducts.
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Furnace and boiler maintenance:

  • Confirm that the furnace/boiler turns on and off via your thermostat by setting the temperature higher than the current indoor temperature and setting the system to heat mode.
  • Check the temperature of air supply grates or radiant system to ensure you’re able to feel warmth.
  • If you have an older thermostat that could have mercury switches, clean and level it to ensure it works properly.
  • Check all visible wiring and electrical connections for signs of damage like burns, unraveling wires and loose nuts.
  • Check vent connection pipe and chimney for rust or gaps. (Venting systems can deteriorate over time.)
  • If you have a gas or oil furnace, make sure you have a clean air filter in the proper size.
  • When you restart your system each fall, you might consider an inspection of the burners, combustion area, venting and even flame appearance.
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Humidifier maintenance:

  • Change the water panel before the heating season.
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Ventilator maintenance:

First, make sure you know the type of unit you have – the serial number will have the letters ERV (Energy Recovery Ventilator) or HRV (Heat Recovery Ventilator).

ERV

Vacuum every three months to remove dust that would inhibit energy transfer. Don’t use water. The core should only be serviced when it’s dry and outdoor temperatures are between 60° F/16° C and 75° F/24° C.

HRV

Wash once a year and handle with care. Soak the core in warm water and mild soap for three hours and then rinse under warm (not hot) water.

Filters in your ventilator are washable and should be cleaned every three months. Use a vacuum cleaner to remove accumulated dust and then hand-wash in warm water.

Regularly check the screen on the exterior intake hood and clean as necessary.

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Purifier maintenance:

Changing the air filter is the only maintenance required. Filter life varies from home to home and is based on several factors, but most last from eight to 12 months.

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Geothermal maintenance:

Have your Carrier geothermal expert come once or twice a year to make sure your system is operating at peak efficiency. If your geothermal unit is connected to well water instead of a closed loop, we recommend the heat exchanger inside the unit be cleaned periodically to prevent the buildup of minerals that can reduce system performance.

Turn to the Experts.

For more information about Carrier® products or to learn how your home can benefit from a Carrier system, contact a dealer today.

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