ᐅ Error Reports for Novelan Heat Pumps – Any Experiences?

We built a new house, and about 2 1/2 years ago, the heat pump "Novelan Paket LADV 9-HSDV 12" was installed. We moved in 2 years ago. Everything was fine. The heating worked perfectly—until last week. Suddenly, there were hissing and bubbling noises coming from the utility room. Of course, it was a Saturday. The installation company's emergency service was here after an hour. "No problem, there is too much air in the system; we’ll just release it quickly." That “just quickly” didn’t work out. Since it was Saturday, the technician drained some water (pressure was then at 2 bar) and said the noises were not a big deal. He said he would come back on Monday to drain all the water and refill the system. Okay... After 1 1/2 hours, the noises got louder, pressure had risen to 3.5 bar, and the safety valve had opened. Water leaked out. We called the emergency service again. The technician switched off the system completely, released some nitrogen mixture? from the expansion tank, and said the expansion tank was broken. He said he would order a new one and install it... On Monday, the company’s manager came first, filled the nitrogen back into the expansion tank with a pump, and diagnosed that the expansion tank was not broken. He then tried to restart the system, but the heat pump outside would not start. Various error messages appeared. On Tuesday, he sent his most skilled technician, who tried a few things but ultimately could not fix the problem and transferred the case to the manufacturer’s service. We have been waiting for their callback since Tuesday.

The hot water supply has been secured using the electric heating element, which is not exactly economical. We are now using about 25 kWh of electricity daily for the household including hot water (temperature reduced from 48°C to 40°C (118°F to 104°F)), although at most one person showers daily and there isn’t much cooking or baking. Calculated monthly, this amounts to about €240 in electricity costs without space heating. Fortunately, we can use our wood-burning stove for heating. The upper apartment is only moderately warm since the chimney passes through that area.

During the house construction, we initially received a quotation for the entire package (heating, electrical, plumbing, photovoltaic system). The build took longer due to the pandemic, and partial payments were made continuously. The final invoice is dated 10.03.2022, so I assume we are still within the warranty period.

Now I’m reading everywhere that heat pumps should be serviced annually. No one told us that. Shouldn’t it have been the installation company’s responsibility to inform us? They would have surely performed the maintenance as well. When the heating system was installed, the company told us someone from Novelan would come to provide a professional briefing. That has never happened.

The error messages keep alternating:

"Error 702 Low pressure lockout 702 since .... RESET automatic"
"Compressor heating up since ... up to 50°C"
"Heat pump entering .... min switching cycle lockout"

But the heat pump does not start. Then comes this message:

"Heat pump stopped since .... No demand"

And then the cycle starts again with "Error 702 ...."

This has been happening for days.

Does anyone have an idea what this might be and what else we might expect? Tomorrow I will follow up with the company again.

Hello,
I'm afraid this issue can only be resolved on site. Is the problem with the heat pump or the connected hydraulics? Are you currently heating water only using the electric heating element?
Regards