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Ergo ProSmart and Premier Base Troubleshooting

Harry
Updated

Use this article after the customer has reviewed the remote pictures and identified their base by number or model name.

1. Select the Correct Troubleshooting Section

  • If the customer says Base 1 or Ergo ProSmart, use the Ergo ProSmart Troubleshooting section.
  • If the customer says Base 2 or Ergo ProSmart Air, use the Ergo ProSmart Troubleshooting section.
  • If the customer says Base 10 or Premier, use the Premier Troubleshooting section.

Base 1 is the TEMPUR-Ergo ProSmart Base, Base 2 is the TEMPUR-Ergo ProSmart Air Base, and Base 10 is the TEMPUR-Ergo Premier. [HC_Power_B..._DCE 2 (2) | Word], [Power_Base...Library_v2 | Word]

2. Ergo ProSmart Troubleshooting

Use this section for:

  • Base 1
  • Base 2
  • TEMPUR-Ergo ProSmart
  • TEMPUR-Ergo ProSmart Air

Base Will Not Move

  1. Check whether Child Lock is turned on.
  2. If Child Lock is not the issue, unplug the base for 60 seconds.
  3. Plug the base back in.
  4. Test the remote.
  5. Re-pair the remote if needed.

Base Is Stuck Raised

  1. Turn off Child Lock.
  2. Test whether the base lowers.
  3. If the base still does not lower, unplug the base for 60 seconds.
  4. Plug the base back in.
  5. Test the remote again.

Remote Buttons Perform the Wrong Functions

Complete the ProSmart remote-pairing steps.

New Remote Will Not Operate the Base

Complete the ProSmart remote-pairing steps.

Remote Will Not Light Up

Check the batteries and battery contacts before replacing the remote.

3. ProSmart Child Lock

Child Lock disables the remote so the base cannot be moved accidentally.

Turn Child Lock Off

  1. Press and hold the Child Lock and Underbed Lighting buttons together for three seconds.
  2. The light on the remote will flash once.
  3. Child Lock is now off.
  4. Test the remote.

Turn Child Lock On

  1. Press and hold the Child Lock button for three seconds.
  2. The light on the remote will flash twice.
  3. Child Lock is now on. [Power_Base..._Guide (1) | Word]

4. ProSmart Base Reset

The Ergo ProSmart and Ergo ProSmart Air do not have a separate system-reset sequence. Use the 60-second power reset.

Reset Steps

  1. Make sure all cords are plugged in securely.
  2. Confirm nothing is blocking the base from moving, including:
    • Cords
    • Bedding
    • Bed-frame rails
    • A headboard positioned too close to the base
  3. Check the light on the power box.
  4. If the light is off, check the input cord and power-cord connections.
  5. Unplug the base for 60 seconds.
  6. Plug the base back in.
  7. Re-pair the remote if needed.
  8. Test:

5. ProSmart Remote Pairing

The remote included with the base is already paired. Use these steps if the remote became unpaired or the customer received a new remote.

Read all steps before starting because part of the process is timed.

Pairing Steps

  1. Slide the cover off the back of the remote to expose the PAIR button.
  2. Unplug the base’s power cord.
  3. Wait one minute.
  4. Plug the base back in.
  5. Wait for the soundbar to say“Bluetooth Mode.”
  6. Within 10 seconds, while the light on the control box is flashing, press and hold the PAIR button.
  7. The PAIR button will light up and begin flashing.
  8. When pairing is complete:
    • The PAIR button will stop flashing.
    • The control-box light will stop flashing.
    • The soundbar will say“Connected.”
  9. Release the PAIR button.
  10. Test all remote functions.

If the base still does not respond:

  1. Repeat the pairing steps.
  2. Check whether Child Lock is turned on. [Power_Base..._Guide (1) | Word], [Power_Base...ort_DCE_v2 | Word]

6. ProSmart Remote Will Not Light Up

  1. Install a fresh set of batteries.
  2. Confirm the batteries are installed in the correct direction.
  3. Check the battery contacts for corrosion or buildup.
  4. Press a button to see whether the remote lights up.

If the buttons still do not light up, the remote likely needs to be replaced.

7. ProSmart Replacement Remote

Replacement remotes for the Ergo ProSmart and Ergo ProSmart Air are available on tempurpedic.com.

Let the customer know:

8. Premier Troubleshooting

Use this section for:

  • Base 10
  • TEMPUR-Ergo Premier
  • Premier

Premier has its own system-reset and remote-pairing procedures.

Premier does not have a Child Lock feature. Do not send Child Lock instructions or suggest that the base may be locked.

Follow this order:

  1. Resolve any power issues.
  2. Complete the Premier system reset.
  3. Test the base.
  4. Complete remote pairing only if the reset does not resolve the issue.
  5. Review service options if the reset and pairing have both been completed and the issue remains unresolved. [Power_Base...edure_v5 1 | Word]

9. Premier Symptom Guide

Base Will Not Move or Raise

Complete the Premier system reset.

Only One Section Moves

Complete the Premier system reset.

Massage Works, but the Head or Legs Will Not Lift

Complete the Premier system reset.

Two Bases Will Not Move Together

Complete the Premier system reset, then verify the pairing setup.

Remote Buttons Perform the Wrong Functions

Identify the customer’s setup and complete Setup A, B, or C.

New Remote Will Not Work

Identify the customer’s setup and complete Setup A, B, or C.

Bed Is Stuck Raised

Lower the base before completing the Premier system reset.

Remote Will Not Light Up

Check the batteries and battery contacts.

Customer Asks About Child Lock

Premier does not have a Child Lock feature.

Customer Needs a Replacement Remote

Replacement remotes are no longer available through Tempur-Pedic. [Power_Base...edure_v5 1 | Word], [HC_Power_B..._DCE 2 (2) | Word]

10. Premier System Reset

Complete the Premier system reset first because it often resolves Premier base-movement issues.

Before starting:

  • If the bed is stuck raised, lower it first.
  • If the base has no power or the power-supply light is off, resolve the power issue first.
  • Turn off the massage if it is running.

The base must have power for the system reset to work.

Reset Steps

  1. Make sure the base is plugged in.
  2. Find the FLAT button in the middle of the remote.
  3. Press and hold the FLAT button. Do not release it.
  4. After approximately 15 seconds, the display will change from FLAT to R-S-T.
  5. Continue holding the FLAT button for another 30 to 60 seconds.
  6. The base may move or click during the reset. This is normal. Continue holding the button.
  7. Release the FLAT button.
  8. Allow the remote screen to go completely dark.
  9. Wait until there is no movement or clicking for at least 10 seconds.
  10. Test:
    • Head Up
    • Leg Up
    • Flat
    • Massage

Complete the Premier system reset when:

  • The base will not move.
  • The base will not raise.
  • Only one section moves.
  • Massage works, but the head or legs will not lift.
  • A component was removed or reconnected.
  • Two bases stopped moving together.
  • A power outage interrupted tandem operation.
  • A system error caused the base to stop responding. [Power_Base...edure_v5 1 | Word], [Power_Base...Library_v2 | Word]

11. Premier Remote Pairing

Complete the Premier system reset before moving to pairing.

Select the Correct Setup

Setup A

Use Setup A for:

  • One base
  • Two bases controlled separately
  • Twin
  • Twin XL
  • Full
  • Queen
  • Split King
  • Split California King

Setup B

Use Setup B when:

  • Two bases move together.
  • One remote controls both bases.
  • The customer has a King configuration.

Setup C

Use Setup C when:

  • Two bases move together.
  • Each side has its own remote.
  • The customer has a King configuration.
  • A sync cable connects the two bases. [Power_Base...edure_v5 1 | Word]

12. Premier Setup A

Use for one base or two bases controlled separately.

  1. Install fresh batteries in the remote.
  2. Disconnect the base from power.
  3. Hold FLAT and STOP together for 10 to 15 seconds.
  4. Wait for the three-digit or four-digit RF channel to appear at the top of the screen.
  5. When the channel starts flashing, release FLAT and STOP.
  6. Press FLAT once to confirm the channel.
  7. The number will flash for 30 seconds.
  8. Within those 30 seconds, plug the base into a working outlet.
  9. Listen for two double-clicks.
  10. Wait until the channel stops flashing, then test the remote.

Pressing STOP before the process is complete cancels the setup. If this happens, restart the entire sequence.

13. Premier Setup B

Use for two bases that move together with one remote.

  1. Disconnect both bases from power.
  2. Install fresh batteries in the remote.
  3. Hold FLAT and STOP together for 10 to 15 seconds until the RF channel appears.
  4. Press FLAT to confirm.
  5. The channel will flash for 30 seconds.
  6. Within those 30 seconds, plug in the first base and listen for two double-clicks.
  7. Plug in the second base and listen for two more double-clicks.
  8. Complete the full Premier system reset.
  9. Test normal remote operation.

14. Premier Setup C

Use for two bases that move together with two remotes.

Before starting, confirm the customer has a sync cable connecting the two control boxes. The cable connects to the open port beside the wire harness.

Without the sync cable, tandem operation with two remotes is not possible.

Pairing Steps

  1. Install fresh batteries in both remotes.
  2. Disconnect both bases from power.
  3. Select one memory button and one HEAD or LEG UP/DOWN button.
  4. Write down the two selected digits.
  5. On the first remote, hold FLAT and STOP together for 10 to 15 seconds until the channel appears.
  6. Press the two selected buttons.
  7. Press FLAT to confirm.
  8. The channel will flash for 30 seconds.
  9. Within those 30 seconds, plug in the first base.
  10. Listen for two double-clicks.
  11. Repeat the same process with the second remote and second base using the same two selected buttons.
  12. Complete the full Premier system reset.
  13. Test both remotes.

15. Premier Remote Will Not Light Up

  1. Install a fresh set of batteries.
  2. Confirm the batteries are seated correctly.
  3. Check the battery contacts for corrosion or buildup.
  4. Press a button to see whether the remote lights up.

If the buttons still do not light up, the remote has likely failed.

16. Premier Support Limits

  • Replacement remotes are no longer manufactured and are not available through Tempur-Pedic.
  • Replacement parts are no longer available through Tempur-Pedic.
  • Some customers may choose to search third-party sellers.
  • Tempur-Pedic cannot recommend a specific third-party seller or verify third-party compatibility.
  • Complete the Premier system reset before determining that the remote needs to be replaced.
  • Premier does not have a Child Lock feature. [Power_Base...edure_v5 1 | Word], [HC_Power_B..._DCE 2 (2) | Word]

If the Premier system reset and pairing have both been completed and the base still does not work, the available options are:

  • A technician visit for diagnosis
  • A self-service power-supply replacement

Confirm the current service-call fee before sharing pricing. [Power_Base...edure_v5 1 | Word]

17. Escalation

Contact the Adjustable Base / Product Technical Team at 888-447-7108 when:

  • ProSmart Child Lock, pairing, and reset troubleshooting have been completed without resolving the issue.
  • The Premier system reset and pairing have both been completed without resolving the issue.

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