Troubleshooting Guide - Desk / Frame Pro

This troubleshooting guide provides support for the height-adjustable "Desk Pro" desk and the "Frame Pro" desk frame. 

 

 ⓘ   Product details & documents

 



 ⓘ   How to identify your desk
  • Controls integrated into the desktop, touch controls (no physical buttons)
  • The desk features memory buttons (1–3)
  • Label on the frame with the product name: "Desk Pro"
  • Purchase date: from 10 October 2024 onwards
  • Visual features: Rounded columns, rounded desk feet
  • Desktop: rectangular with rounded corners, 80 cm deep

 

Please read the instructions and safety precautions in the original operating manual carefully before using the desk. If you experience any problems or error messages, refer to this troubleshooting guide. For any further questions, please contact our customer support team directly.

 

General explanation of the controls

Ⓐ LED indicator 

Ⓑ Memory buttons for height positions 1–3

Ⓒ Display (1.3-inch OLED)

Ⓓ Up and Down buttons

Ⓔ User button (also functions as the "Back" button)

Ⓕ Menu button (also functions as the "Confirm" or "Enter" button)

 

Power supply

Check that the AC power source is working by plugging another device into the outlet. Check all power connections and remove any power strips or surge protectors so that the power supply is connected directly to the wall outlet. Inspect the power supply, adapter, cables and plugs for physical damage and make sure all connections are securely plugged in.


 

 

Troubleshooting instructions

 

ℹ️ Initial setup

In rare cases, the desk may not respond as expected after being used for the first time. In this case, a quick reset of the control system will usually resolve the issue. 

First disconnect the desk from the power supply: Unplug the power cord and leave the desk disconnected from the power supply for at least 5 minutes. 

Then restore the desk to its factory settings and perform a manual reset afterwards.

 

ℹ️ Manual reset

Most issues can be resolved by performing a manual reset.

  1. Press and hold the Down button until the desk reaches its lowest position, then release the button.
  2. Press and hold the Down button again for approximately 5 seconds until "000" appears on the display.
  3. Press and hold the Down button again until the manual reset is completed and the lowest position is shown on the display again.

 

ℹ️ Restore factory settings

Restoring the factory settings resets both the control unit and the controls to their factory settings. Restore the desk to its factory settings as follows: 

  1. Briefly press the Menu button.
  2. Navigate to "Settings" and confirm by pressing the Menu button.
  3. Use the arrow buttons to navigate to "Factory settings" and briefly press the Menu button.
  4. To confirm the reset, briefly press the Menu button twice.

Important: Restoring the factory settings affects all user accounts!

 

⚠️ Possible issues and solutions


The desk wobbles.

Possible cause Solution
The fastening screws are not tightened.  Tighten all screws that should be firmly tightened according to the assembly instructions using the supplied tool.
The levelling feet are not adjusted evenly. Adjust the levelling feet (underneath each desk foot) so that they make even contact with the floor.

 

The drive system or control unit is not working.

Possible cause Solution
The power cable is not connected. Check all desk connections and make sure the AC power source is working.
Contact with liquids. Contact customer support.
The LED on the control unit lights up red or does not light up at all. Contact customer support.
The LED indicator on the controls lights up red or does not light up at all. Contact customer support.

 

The desk can no longer be moved all the way up/down.

Possible cause Solution
The height limit is active. Deactivate the height limit as described in the operating manual.

 

Error messages on the controls display

Problem / Error code Solution

E01 / E02

(M1–M2 motor overcurrent)
  1. Check whether there is an obstacle in the desk's movement path and remove it if necessary. 
  2. Check whether one side of the desk is overloaded and remove some of the load if necessary. 
  3. If the problem persists, contact customer support.

E07

(M1 motor Hall signal error)
  1. Check all desk connections and/or swap the connection ports of the two motor cables. 
  2. Perform a manual reset. 
  3. If the display continues to show an error code after the reset, contact customer support.

HOT

(Overheating protection)

 Wait until the drive system has cooled down before using the desk again.

 

Do you need further help?

We are here for you - feel free to contact us by phone or email.

Contact us