F.962 on a Viessmann One Base: Data from generator 4 not available
Short answer
On a Viessmann heat pump, F.962 means: Data from generator 4 not available. The heat pump keeps running with some functions stopped. An engineer is needed to fix the cause.
Reviewed 23 September 2026 · 1 source
What it means
The manual says: Data from generator 4 not available.
Part involved: Data from generator 4 not available.
When it shows: System characteristics: No information on Energy Management (EMS) available in ViGuide or app.
Likely causes:
- Data from generator 4 not available Possible generators:.
- Photovoltaic system with CAN bus connection to energy meter.
- Photovoltaic system with CAN bus connection to the inverter.
- Photovoltaic system with connection via Solar-Log Base gateway.
Is it safe?
| Does the heat pump stop? | Partly |
|---|---|
| Engineer needed? | Yes |
The heat pump keeps running with some functions stopped.
Resetting itself: Not stated per code in Viessmann document 6199893 GB 01/2026 (VSA00009).
Manual reset: User may acknowledge via HMI after noting the code (6249162 p.57); the message returns if the cause persists.
What you can check
- On the HMI, tap the message and "?" to read the system characteristics and Viessmann's user tips; note the code (e.g. F.xxx) and text for your contractor (operating instructions 6249162 p.57).
- Acknowledge the message once via the HMI; do not acknowledge fault messages several times in quick succession (6249162 p.58) - notify your contractor.
- Check the heat pump breaker/isolator in the consumer unit is ON (do not repeatedly reset a breaker or RCD that keeps tripping).
- Check your home router/internet connection is working.
What the engineer will check
- Check the software version of the generator. Run software update if required.
- Check data connection to generator, e.g. CAN bus.
- Check the settings for Energy Management (EMS) in the commissioning assistant. Adjust settings if necessary.
- Have the identification number read out and checked by the manufacturer's technical support. See generator documentation.
Who to ask for: Viessmann-trained heat pump installer/service engineer.
What you might notice
Sources
- Service instructions for contractors: Heat pumps in monoblock design incl. hybrid – System configuration and diagnostics (Vitocal 150-A/151-A/250-A/252-A, IDU-A, AWMOF-151/251, AquaSnap 30AWH, BI-BLOC R290) (6199893 GB 01/2026) ↗ · 6199893 GB 01/2026 (VSA00009) · page 167-168 · Reviewed 23 September 2026
A code explains what the controller detected, not a confirmed root cause.
Reviewed: 23 September 2026