Troubleshooting error codes

Encountering an error code? Don’t worry – most issues can be quickly resolved with a few simple steps, and this guide is designed to help you quickly resolve common errors and get back to enjoying the benefits of cold water therapy.

Understanding Error Codes

Errors may appear from time to time if something isn’t quite right. Below are the most likely causes and their fixes.

Error Code E-01

Issue: Error code E-01 appears when there is a problem related to the water loop pump. This might happen if the flow switch fails to activate in a timely manner during priming (the first 60s when you turn Monk on), or if the flow rate is below the required threshold at any time.

Solution: This error code requires you to manually re-set it. To do this, simply turn your Monk off and on again at the mains. This power cycle should resolve the issue and reset the system.

Error Code E-02

Issue: Error code E-02 appears when the system fails a performance check, which could be due to one of the following:

• System error: These may be caused by a software malfunction and are often resolved by the system automatically rebooting. If an error code persists, try performing a power cycle by switching your Monk off and on at the mains.
• Communication error: If the system encounters issues with command verification or communication between components, it will typically resolve itself. If not, perform a power cycle.
• Heating or cooling error: The system might not increase or decrease temperature as expected (for example, a temperature increase of less than 1°C per hour for heating or a reduction of less than 1°C per hour for cooling).

Solution: Monk will automatically restart itself and attempt to clear the error. If the error persists, ensure your device is in a stable environment, and check that the ambient temperature is appropriate for operation.

Get further assistance

If you need further assistance, our team is here to help identify, diagnose, and fix any problems. If you’re paired to your Monk with the Monk app, we will be able to see a more specific cause of an error code in the backend.

1. Submitting a ticket on the web: Please submit a ticket on our Help Desk, or email support@discovermonk.com. Please provide as much info as you can, including what you were trying to do when the error message came up, the email your Monk is registered to, and the Unique ID of your Monk (found on the sticker on your cooling unit).
2. Reporting an issue in the app: Take a screenshot of the error message when it appears. This will automatically create a new ticket for you to send to us. Please provide as much info as you can, including what you were trying to do when the error message came up, the email your Monk is registered to, and the Unique ID of your Monk (found on the sticker on your cooling unit).