SUPPORT: REPLACEMENT PARTS
Most issues with your remote can be easily resolved by following certain troubleshooting steps. If your remote is displaying an error code, or you are experiencing an issue with the display, please review the topics and steps below to help resolve the issue. If you have any questions with the troubleshooting process, or your issue is not resolved, please contact customer service so we can help.
When ER or EO is displayed, it means there is a communication failure between the Firmness Control system’s base unit and the remote. To fix this issue, please watch the video below.
For DualTemp remotes:The ER or E code indicates a communication failure between the remote and the heating and cooling source. Make sure the power supply is securely plugged into the heating and cooling source with the flat side down and the power cord is securely plugged into a working wall outlet or surge protector. The power brick attached to the heating and cooling source will show a green light if it is getting power. If it is receiving power and the remote still reads E or ER then please contact us.
An E1 error usually occurs when the Firmness Control system is not receiving power. Please view the video below.
Check that the connection to the wall and to the base of the Firmness Control system is secure and wasn’t accidentally disconnected or didn’t get loose.
If the Firmness Control system beeps, clicks, runs or turns on when it is plugged in, the unit is receiving power.
If the error isn’t fixed by securely plugging it in, then rebind the remote to your bed. Check the bottom of your remote to determine which binding process to follow to resynchronize your remote.
If the bottom of your remote says Advanced/DualTemp Remote, follow these instructions:
- Remove batteries (keep nearby as you will need them again)
- Unplug Firmness Control system, then plug it back in
- Reinsert batteries within 60 seconds of plugging in the Firmness Control System
- Press the up (firmer) button on remote
- Your Sleep Number setting should now be displayed
If the bottom of your remote says FlexFit 1/SleepIQ Remote or FlexFit 2/FlexFit 3 Remote, follow the universal remote set up instructions to rebind your remote.
The E2 error indicates it has taken a longer than expected time to inflate from one Sleep Number setting to the next. The most common cause is a loose connection between the Firmness Control base and the Air Chambers.
Verify the hoses are free of kinks, and then gently tug each of the hose connections to check that all connections are secure. Hoses will snap into place when connected properly.
An EX2 error indicates that your remote is unable to communicate with the SleepIQ System. Follow these steps to resolve the problem:
- Open the door of the SleepIQ Firmness Control System and push in the SleepIQ Processor to ensure that it is firmly seated.
- Unplug and replug the control system to reboot your SleepIQ Processor.
- Your SleepIQ System will show five solid LED lights once it’s connected to the SleepIQ Server. If your SleepIQ System was previously online, it should automatically reconnect to the SleepIQ Server after rebooting. Your pump will show five solid LED lights when reconnected. It can take up to 10 minutes for the SleepIQ System to reboot.
Usually when the FlexFit Control system is not receiving power, it is because it is unplugged or there is an issue with the power outlet.
After securing connections, reset your universal remote.
You may be seeing this if you haven’t installed your SleepIQ System, or have recently made changes to your home Wi-Fi network, such as changed your Wi-Fi network security setting, network name or network password.
If you have not setup your SleepIQ account yet, please go to our SleepIQ setup section for more information on how to complete setup. If you have already setup your SleepIQ account, then please verify and update your network settings based on any changes to your home network settings in the settings section of your SleepIQ app. Once your SleepIQ System is connected, all five LED lights on the face of your Firmness Control System will be solid, not blinking.
If E14 or E16 is showing on your remote, and the DualTemp Layer had been operating normally, the heating/cooling source has lost connection to power.
Check that the power supply light is illuminated green. If the power supply light is illuminated orange, please contact Customer Service for a replacement power supply. If the power light is not illuminated at all, then make sure the power supply is securely plugged into the heating/cooling source and the power cord is securely plugged into a working wall outlet or surge power strip. The power cord should be connected to the heating/cooling source with the flat side facing down.
If the E14 or E16 error is showing on your remote, and you have recently received your new DualTemp Layer, there may be an issue with the way the remote was set up. If securing the power connections does not resolve the issue, please contact Customer Service for further assistance.
If the remote is displaying “Lo” then the battery needs to be replaced. The battery cover on the back of your remote can be popped off to replace the battery.
In rare instances a low battery may cause your Sleep Number to not display properly, even when the backlight is still functioning on a wireless remote. If a fresh battery does not resolve the issue or your remote(s) is hardwired into your Firmness Control System, then please contact Customer Service.
If your Sleep Number Firmness Control System remote is inflating and deflating the wrong side of the bed, it is likely the left and right hoses connected to your Firmness Control System are not properly installed. Please check your connections to ensure your left and right hoses are connected to the air chamber on the corresponding side of the bed. If you need help locating these hoses, please refer to your bed’s owner’s manual in our Assembly Section.
If you have a Split King or FlexTop King FlexFit adjustable base, and your remote is not operating your Sleep Number and Bed Position on the same side of the bed, it is likely that one of the components is not installed properly. Please check the hose connections on your Firmness Control System to ensure the right and left hoses are connected to the corresponding air chambers. Also check the FlexFit junction cables to be sure that the right side base is plugged into the corresponding Sleep Number right side of the FlexFit Control System, and the left base is plugged into the corresponding Sleep Number Left side of the FlexFit Control System.
If your problem persists after verifying your connections are correct, please contact Customer Service.
Replace the batteries, and check to make sure they are inserted properly. The battery cover can be popped off the back of your remote to replace or check the batteries.
If you do not hear your Firmness Control System running when you attempt to inflate or deflate your bed, it is possible that the Firmness Control System is not getting power. Make sure the power cord is pushed in all the way in to the wall and at the base of the Firmness Control System.
If you can hear your Firmness Control System running when you attempt to inflate or deflate your bed, it is most likely that you have a loose or kinked hose connection. Open your bed to inspect the hose connections. If you recently replaced your air chambers, you may have installed them upside down. Try reinstalling the air chambers.
If an option is missing from the home screen of your FlexFit or SleepIQ System remote, the remote needs to be re–synced to your bed.
Before you begin, verify all the power connections to the Firmness Control System are firmly inserted and any other components attached to your bed (SleepIQ System, the FlexFit Control System and the DualTemp engines) are also securely plugged in. The FlexFit Control System should be plugged into a wall outlet, not a surge protector. Proceed to complete a Factory Reset on your remote.
If your remote control is lost or damaged, please contact Customer Service to order a replacement.
Stained or soiled cover or foam
Replacement mattress covers and comfort layers are available for purchase with Customer Service.
We recommend spot cleaning your mattress cover for mild stains before replacing.
Other lost or damaged components
Lost or damaged components can be replaced by contacting Customer Service.
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