Match your desk hand controller with the below to determine which model you have:
1. Round/Slim Series Controller

Height issues (desk thinks it is at 64cm, but it is not):
1. Turn power off at power point and wait for 10 seconds.
2. Turn power back on.
3. Press “M” once, and then press and hold “4” for five seconds.
4. Use the arrows to move the desk.

No power to desk:
1. Power point - turn off the power, then pull out the desk power cord from the power point. Plug another device into the power point and see if the power point is working OK.
2. Reboot & re-cable the desk - while the desk power cord is out of the power point, unplug all the cables in the desk and then plug them all back in again, making sure they are fully pushed in. Plug the power cord back into the power point and turn the power back on.
3. If the above does not work, then the control panel and box need to be replaced.

Note that this model is no longer under warranty. If the troubleshooting guide does not solve your issue, then you will need to:
1. Take photos of the front and back of the hand control unit.
2. Take a short video showing the fault.
​3. Email the photos and video to us so we can resolve the issue as fast as possible for you. Note that you may need to purchase a replacement after we find out the issue.
2. Superseded Pro Series Controller​
​Determine if yours is the 2017 or 2018 model by looking at the first 4 numbers below the barcode, located on the back of the hand control panel. The 4 numbers will either be 2017 or 2018.​
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No power to desk:
1. Power point - turn off the power, then pull out the desk power cord from the power point. Plug another device into the power point and see if the power point is working OK.
2. Reboot & re-cable the desk - while the desk power cord is out of the power point, unplug all the cables in the desk and then plug them all back in again, making sure they are fully pushed in. Plug the power cord back into the power point and turn the power back on.
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Both of these models have a 5-year warranty. If the troubleshooting guide does not solve your issue then you will need to:
1. Take photos of the front and back of the hand control unit.
2. Take a short video showing the fault.
3. Find your original UpDown Desk order number (or the email address you used to place the order).
​3. Email the photos, video and order number (or original email address) to us so we can resolve the issue as fast as possible for you.
​3. Pro Series Controller (current model)
Picture

No power to desk:
1. Power point - turn off the power, then pull out the desk power cord from the power point. Plug another device into the power point and see if the power point is working OK.
2. Reboot & re-cable the desk - while the desk power cord is out of the power point, unplug all the cables in the desk and then plug them all back in again, making sure they are fully pushed in. Plug the power cord back into the power point and turn the power back on.
​
This model has a 5-year warranty. If the troubleshooting guide does not solve your issue then you will need to:
1. Take photos of the front and back of the hand control unit.
2. Take a short video showing the fault.
3. Find your original UpDown Desk order number (or the email address you used to place the order).
​3. Email the photos, video and order number (or original email address) to us so we can resolve the issue as fast as possible for you.


If you require an installation service, please Contact Us directly to discuss pricing in your area. Prices vary from location to location as well as the number of desks that require installation.