Pool Heat Pump Technical Support & Troubleshooting
Troubleshooting help for Orilux pool heat pumps. Check common operating issues, water flow, heating performance, controller settings and error messages, or contact Avenza Pro technical support.
Quick Technical Support
Start with the issue that best matches what your heat pump is doing.
Check Water Flow
Confirm your filtration pump is operating and water is flowing through the heat pump.
Check Your Valves
Confirm isolation and bypass valves are positioned correctly for flow through the heater.
Check Heating Mode
Make sure the unit is set to heating and the target temperature is above the pool temperature.
Record Any Fault
Photograph the display and record the exact error code before switching or resetting the unit.
Pool Heat Pump Troubleshooting
Start with these common checks before submitting a technical support request.
Heat Pump Running But Not Heating
- Confirm the unit is in heating mode.
- Check the target temperature is higher than the current pool temperature.
- Confirm there is adequate water flow.
- Check that the heater is not bypassed.
- Allow sufficient operating time, particularly in cooler weather.
- Check the controller for a fault code.
Low or No Water Flow
- Confirm the filtration pump is running.
- Check skimmer and pump baskets.
- Check filter condition and pressure.
- Confirm heater isolation valves are open.
- Check the bypass valve position.
- Check for restrictions in the plumbing.
Error or Fault Code
- Record the exact error code.
- Photograph the controller display.
- Note when the fault occurs.
- Check the relevant Orilux manual.
- Avoid repeatedly resetting the same fault.
- Contact Avenza Pro if the fault returns.
Pool Heating Slowly
- Cooler ambient temperatures reduce output.
- Wind and evaporation increase heat loss.
- Use a pool cover whenever possible.
- Confirm the unit is correctly sized.
- Allow longer runtime during initial heat-up.
- Check that airflow around the unit is clear.
Heat Pump Stopping & Starting
- Inverter output may reduce as the pool approaches target temperature.
- Check filtration scheduling.
- Confirm consistent water flow.
- Check controller settings.
- Note any error message when the unit stops.
Wi-Fi or App Connection
- Confirm Wi-Fi is available at the heat pump.
- Check the heat pump remains powered.
- Confirm your router connection is active.
- Follow the pairing process in the manual.
- Retry setup close to the unit if required.
Some Heat Pump Behaviour Is Normal
Pool heat pumps automatically adjust their operation according to water temperature, ambient conditions and heating demand.
Defrost Operation
In cool conditions, a heat pump may periodically enter a defrost cycle. Heating temporarily pauses while the unit clears frost from the evaporator.
Water Below the Unit
Condensation can form during normal heat pump operation and may create a significant amount of water beneath the unit.
Lower Fan or Compressor Speed
Inverter heat pumps can automatically reduce output as heating demand falls, helping maintain water temperature efficiently and quietly.
Help Us Diagnose the Issue Faster
Collect these details before contacting Avenza Pro. They can significantly reduce troubleshooting time.
Model
Confirm the exact Orilux model and heating capacity from the unit data plate.
Serial Number
Record the serial number or photograph the complete identification label.
Photos
Photograph the unit, controller, plumbing, valves and surrounding installation.
Fault Details
Tell us what happens, when it occurs and record any error or warning shown.
Electrical or Refrigeration Fault?
Do not remove electrical covers, open the sealed refrigerant system or attempt internal electrical or refrigerant repairs yourself. If the heat pump is repeatedly tripping electrical protection, has damaged wiring, an unusual burning smell, or you suspect a refrigerant-system fault, stop using the equipment and contact an appropriately qualified technician or Avenza Pro technical support.
Download Your Orilux Manual
Refer to the manual for model-specific operation, settings, installation information and fault guidance.
Orilux OX16
Installation and operating information for the Orilux OX16 pool heat pump range.
Download OX16 ManualOrilux OX20
Installation and operating information for the Orilux OX20 pool heat pump range.
Download OX20 ManualOrilux OX26
Installation and operating information for the Orilux OX26 R290 pool heat pump range.
Download OX26 ManualWhat to Include With Your Enquiry
The more information you provide, the faster the Avenza Pro team can assess your enquiry.
Product Information
- Orilux model
- Serial number
- Approximate installation date
- Dealer or installer
- Installation postcode
Issue Information
- Description of what is happening
- Exact error or warning code
- Photo of controller display
- Photo of plumbing and bypass
- Photo of overall installation
Still Need Help?
Contact Avenza Pro for assistance with Orilux pool heat pump operation, troubleshooting, installation guidance or warranty support.
Pool Heat Pump Troubleshooting FAQs
Answers to common pool heat pump troubleshooting and Orilux technical support questions.
Why is my pool heat pump running but not heating?
Check that the heat pump is in heating mode, the target temperature is above the current pool temperature, water flow is adequate and the system is not bypassing the heater. Cooler weather and high heat loss can also increase heating time.
Why does my pool heat pump say low flow or water flow fault?
Confirm the filtration pump is running, clean pump and skimmer baskets, check filter condition, ensure isolation valves are open and confirm the bypass is adjusted to allow adequate water through the heat pump.
What should I do when my Orilux heat pump displays an error code?
Record the exact error code and photograph the controller before resetting the unit. Check the relevant Orilux manual. If the error continues or returns, contact Avenza Pro technical support.
Why is there water underneath my pool heat pump?
Heat pumps can produce condensation during normal operation. This can create a noticeable amount of water underneath the unit. If you are unsure whether the water is condensation or a plumbing leak, inspect the installation or contact your installer.
Why does my heat pump go into defrost mode?
In cooler conditions, frost can form on the evaporator. The heat pump may automatically enter a defrost cycle to clear the frost before returning to normal heating operation.
Why is my pool taking longer than expected to heat?
Heating time is affected by pool volume, ambient temperature, wind, starting water temperature, target temperature, heat pump capacity, runtime and whether a pool cover is used.
Should I use a pool cover with a heat pump?
A pool cover is strongly recommended because it reduces heat loss through evaporation, especially overnight and during cooler or windy weather.
Where can I download an Orilux heat pump manual?
OX16, OX20 and OX26 manuals can be downloaded from the manuals section on this page or from the Avenza Pro Technical Support and Service page.
Who provides Orilux technical support in Australia?
Avenza Pro provides Australian-based support for Orilux pool heat pumps supplied through its dealer and distribution network.
What information should I provide to technical support?
Include the heat pump model, serial number, installation details, fault code, description of the problem and clear photographs of the controller, heat pump and plumbing installation.
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