49-2001129 Rev. 2
17
Troubleshooting Tips ...
Before you schedule service
Problem
Possible Cause
What To Do
Areas of discoloration on
the cooktop
Food spillovers not cleaned before next use.
See the Cleaning the glass cooktop section.
Hot surface on a model with a light-colored
glass cooktop.
This is normal. The surface may appear
discolored when it is hot. This is temporary
and will disappear as the glass cools.
Plastic melted to the
surface
Hot cooktop came into contact with plastic
placed on the hot cooktop.
See the Glass surface – potential for
permanent damage section in the Cleaning
the glass cooktop section.
Pitting (or indentation) of
the cooktop
Hot sugar mixture spilled on the cooktop.
Call a qualified technician for replacement.
Unresponsive keypad
Keypad is dirty.
Clean the keypad.
A fuse in your home may be blown or the
circuit breaker tripped.
Replace the fuse or reset the circuit breaker.
Object, such as utensil or debris, is on the
control interface.
Remove object from control interface.
Liquid is on the control interface.
Wipe control interface to remove liquid.
Precision Cooking button
beeps error tone when
pressed one time
There is no precision cooking device paired,
so you are unable to start a precision
cooking mode.
Connect a precision cooking device.
Pan won't pair or activate
when tapping handle
Tapping force is too light.
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on the black plastic endcap.
Battery in pan is low or dead.
Replace AAA battery, installing with positive
end out of handle.
Using different pan hardware.
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 20F or
100F as set temperature
Old unit or pan software.
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.
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 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.
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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.
TROUBLESHOOTING TIPS
