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Troubleshooting Tips ... Before you schedule service
Problem
Areas of discoloration on
the cooktop
Plastic melted to the
surface
Pitting (or indentation) of
the cooktop
Unresponsive keypad
Precision Cooking button
beeps error tone when
pressed one time
Pan won't pair or activate
when tapping handle
Experiencing performance
or minor technical issues
including seeing 20F or
100F as set temperature
The unit cancelled my
precision cooking mode
Unable to reach set
temperature in Precision
Cooking Mode
49-2001129 Rev. 2
Possible Cause
Food spillovers not cleaned before next use.
Hot surface on a model with a light-colored
glass cooktop.
Hot cooktop came into contact with plastic
placed on the hot cooktop.
Hot sugar mixture spilled on the cooktop.
Keypad is dirty.
A fuse in your home may be blown or the
circuit breaker tripped.
Object, such as utensil or debris, is on the
control interface.
Liquid is on the control interface.
There is no precision cooking device paired,
so you are unable to start a precision
cooking mode.
Tapping force is too light.
Battery in pan is low or dead.
Using different pan hardware.
Old unit or pan software.
Battery in device is low or dead.
Old unit or pan software.
Your precision cooking device has gone out
of range.
Your precision cooking device had a
computation malfunction.
The unit lost communication with your
precision cooking device.
Some cooking techniques and set
temperatures in combination may trigger a
fault in the temperature sensing algorithm.
Boiling water or cooking liquid based
foods at high temperatures will result
in temperature stalls close to the set
temperature.
What To Do
See the Cleaning the glass cooktop section.
This is normal. The surface may appear
discolored when it is hot. This is temporary
and will disappear as the glass cools.
See the Glass surface – potential for
permanent damage section in the Cleaning
the glass cooktop section.
Call a qualified technician for replacement.
Clean the keypad.
Replace the fuse or reset the circuit breaker.
Remove object from control interface.
Wipe control interface to remove liquid.
Connect a precision cooking device.
on the black plastic endcap.
Replace AAA battery, installing with positive
end out of handle.
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.
Connect your unit to the SmartHQ app and
update unit software. Connect your unit and
pan to the Hestan Smart Cooking app and
update pan software.
Replace AAA battery in pan, or charge probe.
Connect your unit to the SmartHQ app and
update unit software. Connect your unit and
pan to the Hestan Smart Cooking app and
update pan software.
This could indicate a problem with the device.
If the problem persists, please contact the
device manufacturer.
This could indicate a problem with the device
or the unit. If the problem persists, please
contact the device or unit manufacturer.
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.
sautéing, and searing 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° F for slow
cooking, simmering, and advanced cooking
techniques like Sous Vide.
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