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49-2000876 Rev. 0 37
TROUBLESHOOTING TIPS
Troubleshooting Tips ... Before you call for service
Problem Possible Cause What To Do
Precision probe actual
temperature is not stable
while charger is inserted
Electrical noise is impacting the signal. Probe should be charged before cooking. Do not leave probe
plugged in while cooking.
My precision probe
JXSOUSV1 won't pair
Existing precision probes are not compatible
with new features.
Connect a model compatible precision probe.
My precision probe is not
accurately maintaining low
temperatures
The pot size, pot set-up, and/or burner size
you are using may be unsuitable to hold low
temperatures.
Remove the lid, use a larger diameter pot, or use a smaller
burner. Please keep your unit connected and install upcoming
updates to improve performance.
Pan won't pair or activate
when tapping handle
Tapping force is too light. Double tap the pan with firm taps (or knock) on the black
plastic endcap.
Battery in pan is low or dead. Replace AAA battery, installing with positive end out of handle.
8VLQJGLIIHUHQWSDQKDUGZDUH Check that your pan has a black endcap that unscrews from
the end of the handle. Pans with an oval module reading
"Hestan Cue
®
" will not work with Café appliances.
Experiencing performance
or minor technical issues
including seeing 20°F or
100°F as set temperature
Old unit or pan software. Connect your unit to the SmartHQ mobile app and update
unit software. Connect your unit and pan to the Hestan Smart
Cooking app and update pan software.
The unit cancelled my
precision cooking mode
Battery in device is low or dead. Replace AAA battery in pan, or charge probe.
Old unit or pan software. Connect your unit to the SmartHQ mobile app and update
unit software. Connect your unit and pan to the Hestan Smart
Cooking app and update pan software.
Your precision cooking device has gone out
of range.
This could indicate a problem with the device. If the problem
persists, please contact the device manufacturer.
Your precision cooking device had a
computation malfunction.
The unit lost communication with your
precision cooking device.
This could indicate a problem with the device or the unit.
If the problem persists, please contact the device or unit
manufacturer.
Some cooking techniques and set
temperatures in combination may trigger a
fault in the temperature sensing algorithm.
Re-start the precision cooking mode and if problem persists
under the same conditions but is not consistent in other use
cases, contact the unit manufacturer.
Unable to reach set
temperature in Precision
Cooking mode
Boiling water or cooking liquid based
foods at high temperatures will result
in temperature stalls close to the set
temperature.
8VHWHPSHUDWXUHVHWWLQJVIRUSDQIU\LQJVDXWpLQJDQGVHDULQJ
when using Hestan Cue cookware or built-in conventional
Precision Cooktop Sensor. The Precision Cooking Probe
accessory can be used to control liquid temperatures between
100-200 degrees F for slow cooking, simmering, and advanced
FRRNLQJWHFKQLTXHVOLNH6RXV9LGH
Hestan Cue cookware battery
life does not last as long as
expected
Limitation of Hestan Cue cookware design Replace battery
Oven camera image is not
clear
Oven door glass is dirty Follow directions in Care and Cleaning section to properly
clean oven door glass.
No image on oven camera
app
Camera cable unplugged Check to make sure camera cable is plugged into bottom of
door.
Camera stream color
fluctuates between red and
green tint
Auto white balancing of camera if fluctuation occurs for longer than 30 seconds, reach out
to service. If internet connection is suboptimal, you may
experience frequent resetting of the camera stream, which will
trigger color fluctuation
Reflection of the kitchen or
reflections of the door mask
pattern are visible in the
camera image.
Reflections are likely when kitchen has very
bright lighting that shines onto the oven
door or onto surfaces in front of the oven.
Dim kitchen lights and or close window blinds when using the
oven camera. If lighting modification is not possible, then a
kitchen towel could be hung off door handle to block ambient
light.
Camera stops and starts
intermittently while
streaming. Sometimes stream
is disconnected and must be
manually restarted.
Poor/suboptimal internet connection Check internet connection. If internet connection is suboptimal,
you may experience frequent resetting of the camera stream
Camera image appears darker
than when camera stream
started
Optimized camera settings need to be
re-set
Open and close oven door or STOP and restart camera
stream.
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