Desk Troubleshooting Guide

This is much the same content as the troubleshooting and fault reporting forms. If none of the advice works please do not call us but open a ticket by completing the necessary form attaching photos and an url to a video and we will get straight back to you with a solution. The forms are located here https://www.gostand.co.uk/pages/customer-service-forms

Where can I find a copy of my handset control documentation?

A copy of the handset control documentation is provided with each desk but can also be accessed here.

It is also available in video format below:

Error code E00

You have started a desk re-set and have abandoned it midway through. You need to continue resetting it . Unplug the desk from the mains for 10 mins. Re-plug it in, hold the up and down button simultaneously and do not let go. The desk will drop to the minimum height and beep finally showing the height 065. Now let go of the buttons. The desk is now reset and should function correctly.

See the full instructions here

Or watch the video:

Error Code E04

Your anti-collision system is being activated. You need to check your desk for any and all obstructions in both directions of movement. You also need to make sure all the leads connecting items on the desk and the main desk power lead have suffient slack for the desk range of movement. Finally you need to ensure the handset cable is not swinging beneath the desk.

Error Code E04 Desk not built yet

Your anti-collision system is being activated. You need to fully build your desk and attach both the control box and handset to the top or alternatively make sure they are both completely stationary if testing the desk before you put the top on. Either way for this error to be thrown on an unfinished desk is very normal. no need to contact us.

Only one leg is moving

Make sure the leg cable is connected to the control box. Next try to reset the desk,

First, press and hold the “Up” and “Down” arrows until the frame has reached it’s lowest position; A ‘beep’ will sound to indicate to you that the reset is complete. Your
lifting system will then be fully operational. Finally swap the leg cables at the control box and then re-try to reset the desk.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Display is not lighting up

Make sure your handset is plugged into the control box and also the desk is connected to the mains. Note the handset is not constantly lit. Only when in use.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Desk will not move above a certain point

You have set a maximum height restriction on the desk. To remove it please follow the instructions below.

Setting the maximum height of the desk:

1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the maximum.
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three time after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been set on the desk
system. The desk will now be unable to be moved higher than this height.

Unsetting (removing) maximum height of the desk:

1. Use the “Up” and “Down” buttons to move the desk-top height to the height
previously set as maximum (If you are unsure what the maximum height is, move the desk-top to the tallest height it will go).
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three time after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been removed on the desk system. The desk will now be able to move higher than this height. You will know this setting is removed if the desk moves past the maximum to the tallest possible height.

See the full instructions here

Or watch the video:

Desk will not move below a certain point

You have set a minimum height restriction on the desk. To remove it please follow the instructions below

Setting the minimum height of the desk:

  1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the minimum.
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three time after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been set on the desk system. The desk will now be unable to be moved lower than this height.

Unsetting (removing) minimum height of the desk:

  1. Use the “Down” button to move the desk-top height to the height previously set as minimum (If you are unsure what the minimum height is, move the desk-top to the lowest height it will go).
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three time after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been removed on the desk system. The desk will now be able to move lower than this height. You will know this setting is removed if the desk moves past the minimum to the lowest possible height.

See the full instructions here

Or watch the video:

Desk is wobbly

Your desk may well not be faulty. Please try to improve the wobble by ensuring the desk feet are level and the footpads correctly adjusted, all the fastenings have been tightened, and the desk is on a hard, level surface. Also check that the top is correctly attached. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Desk is making a strange noise

Desk noise is very subjective. Please ensure there is nothing rubbing as the desk is moved such as cables or that the desk is not touching a wall or furniture when being moved. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

In service this desk never presents a problem so this troubleshooting relates to building the desk.

The drive rod is too short

The drive rod extends in length by loosening the grub screws at both ends and pulling out the hex rods which slide inside it thus extending it. It is at its minimum length for transport so will not fit. Should the hex rods not be visible check they are not inside the drive rods. This is extensively detailed in the instructions under fitting the drive rod. Please also consult the assembly video between minutes 4:00 and 6:00 where this is shown in detail. The unit is very unlikely to be defective.

The drive rod will not fit into the gearboxes

To date for all units sold the drive rod has been fitted successfully so please persevere. Read the instructions - Fitting the drive rod - and consult the assembly video between minutes 4:00 and 6:00 where this is shown in detail. The unit is very unlikely to be defective. If in doubt perhaps ask someone else to assist.

The handle drive will not fit into the gearbox

To date all for all units sold the drive rod has been fitted successfully so please persevere. Read the instructions - Step 9a and 9b - and consult the assembly video between minutes 6:00 and 6:30 where this is shown in detail. The unit is very unlikely to be defective. If in doubt perhaps ask someone else to assist.

Only one leg is moving when the handle is turned

The drive rod between the two gearboxes has not gone through the gearbox at the non-handle end.

This video is used for the manual desk and should be watched specifically to see how the control rod is fitted to the both gear boxes at the top of each leg. It will also show how to fit the crank handle and clip.

Where can I find a copy of my handset control documentation?

A copy of the handset control documentation is provided with each desk but can also be accessed here.

It is also available in video format below:

Handset shows 3 dashes

Your desk handset is safety locked.

For safety reasons this control panel has a locking function. To unlock press M for 3 seconds and the height will show, the desk is now unlocked.

This function can be disabled by consulting your instruction manual which came with the desk and can also be accessed here.

Or watch the video:

Handset shows 3 dashes with dots beside

You have managed to place your desk in programming mode.

To unlock it Press M+Up+Down at the same time until the dot’s disappear. If three dashes then appear Press M for 3 secs to make the handset active.

For more advice consult the handset control documentation which came with the desk and is also available here.

Or watch the video:

Only one leg is moving

Make sure the leg cable is connected to the control box. Try to reset the desk .

To reset the system, press and hold the “Up” and “Down” buttons simultaneously. The unit emits one beep and the display shows “ rst” and the desk start moving downward and to the lowest position. Never release the buttons until the unit emits one beep again. The desk will move upward a little and the display shows the current desk height. The reset process is finished. Finally swap the leg cables at the control box and then re-try to reset the desk.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips, complete the troubleshooting and fault reporting form including photos and video.

Display is not lighting up

Make sure your handset is plugged into the control box and also the desk is connected to the mains. Note the handset is not constantly lit. Only when in use.

If you have exhausted these troubleshooting tips and are unable to find what you are looking for in the handset control documentation which came with the desk and is available here as well as in video format below, then complete the troubleshooting and fault reporting form including photos and video.

Desk is wobbly

Your desk may well not be faulty. Please try to improve the wobble by ensuring the desk feet are level and the footpads correctly adjusted, all the fastenings have been tightened, and the desk is on a hard, level surface. Also check that the top is correctly attached. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Desk is making a strange noise

Desk noise is very subjective. Please ensure there is nothing rubbing as the desk is moved such as cables or that the desk is not touching a wall or furniture when being moved. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Handset shows rST

The desk reset process has been started and has not been completed. (Normally to reset the system, press and hold the “Up” and “Down” buttons at the same time. The unit will then emit a single ‘beep’ and the display will show “rST “ and the desk will start moving downward into the lowest position. Never release the buttons until the unit emits a second single ‘beep’.)  However in this case the first step of this process has been started and the first beep has sounded. To resolve the process having not been completed simply press and hold the “Up” and “Down” buttons at the same time and a single 'beep' will be heard when the process has finished.

See the full instructions here.

Or watch the video:

Where can I find a copy of my handset control documentation?

A copy of the handset control documentation is provided with each desk but can also be accessed here.

It is also available in video format below:

Error code E00

You have started a desk re-set and have abandoned it midway through. You need to continue resetting it . Unplug the desk from the mains for 10 mins. Re-plug it in, hold the up and down button simultaneously and do not let go. The desk will drop to the minimum height and beep finally showing the height 065. Now let go of the buttons. The desk is now reset and should function correctly.

See the full instructions here

Or watch the video:

Error Code E04

Your anti-collision system is being activated. You need to check your desk for any and all obstructions in both directions of movement. You also need to make sure all the leads connecting items on the desk and the main desk power lead have suffient slack for the desk range of movement. Finally you need to ensure the handset cable is not swinging beneath the desk.

Error Code E04 desk not fully built yet

Your anti-collision system is being activated. You need to fully build your desk and attach both the control box and handset to the top or alternatively make sure they are both completely stationary if testing the desk before you put the top on. Either way for this error to be thrown on an unfinished desk is very normal. no need to contact us.

Only one leg is moving

Make sure the leg cable is connected to the control box. Next try to reset the desk,

First, press and hold the “Up” and “Down” arrows until the frame has reached it’s lowest position; A ‘beep’ will sound to indicate to you that the reset is complete. Your
lifting system will then be fully operational. Finally swap the leg cables at the control box and then re-try to reset the desk.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Display is not lighting up

Make sure your handset is plugged into the control box and also the desk is connected to the mains. Note the handset is not constantly lit. Only when in use.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Desk will not move above a certain point

You have set a maximum height restriction on the desk. To remove it please follow the instructions below.

Setting the maximum height of the desk:

1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the maximum.
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three time after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been set on the desk
system. The desk will now be unable to be moved higher than this height.

Unsetting (removing) maximum height of the desk:

1. Use the “Up” and “Down” buttons to move the desk-top height to the height
previously set as maximum (If you are unsure what the maximum height is, move the desk-top to the tallest height it will go).
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three time after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been removed on the desk system. The desk will now be able to move higher than this height. You will know this setting is removed if the desk moves past the maximum to the tallest possible height.

See the full instructions here

Or watch the video:

Desk will not move below a certain point

You have set a minimum height restriction on the desk. To remove it please follow the instructions below

Setting the minimum height of the desk:

  1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the minimum.
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three time after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been set on the desk system. The desk will now be unable to be moved lower than this height.

Unsetting (removing) minimum height of the desk:

  1. Use the “Down” button to move the desk-top height to the height previously set as minimum (If you are unsure what the minimum height is, move the desk-top to the lowest height it will go).
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three time after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been removed on the desk system. The desk will now be able to move lower than this height. You will know this setting is removed if the desk moves past the minimum to the lowest possible height.

See the full instructions here

Or watch the video:

Desk is wobbly

Your desk may well not be faulty. Please try to improve the wobble by ensuring the desk feet are level and the footpads correctly adjusted, all the fastenings have been tightened, and the desk is on a hard, level surface. Also check that the top is correctly attached. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Desk is making a strange noise

Desk noise is very subjective. Please ensure there is nothing rubbing as the desk is moved such as cables or that the desk is not touching a wall or furniture when being moved. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Where can I find a copy of my handset control documentation?

A copy of the handset control documentation is provided with each desk but can also be accessed here.

It is also available in video format below:

Error code E00

You have started a desk re-set and have abandoned it midway through. You need to continue resetting it . Unplug the desk from the mains for 10 mins. Re-plug it in, hold the up and down button simultaneously and do not let go. The desk will drop to the minimum height and beep finally showing the height 065. Now let go of the buttons. The desk is now reset and should function correctly.

See the full instructions here

Or watch the video:

Error Code E04

Your anti-collision system is being activated. You need to check your desk for any and all obstructions in both directions of movement. You also need to make sure all the leads connecting items on the desk and the main desk power lead have suffient slack for the desk range of movement. Finally you need to ensure the handset cable is not swinging beneath the desk.

Error Code E04 Desk not built yet

Your anti-collision system is being activated. You need to fully build your desk and attach both the control box and handset to the top or alternatively make sure they are both completely stationary if testing the desk before you put the top on. Either way for this error to be thrown on an unfinished desk is very normal. no need to contact us.

Only one leg is moving

Make sure the leg cable is connected to the control box. Next try to reset the desk,

First, press the “Up” and “Down” arrows until the frame has reached the lowest position; A ‘beep’ will sound to indicate to you that the reset is complete. Your lifting system will then be fully operational. Finally swap the leg cables at the control box and then re-try to reset the desk.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Display is not lighting up

Make sure your handset is plugged into the control box and also the desk is connected to the mains. Note the handset is not constantly lit. Only when in use.

See the full instructions here.

Or watch the video below:

If you have exhausted these troubleshooting tips complete the troubleshooting and fault reporting form including photos and video.

Desk will not move above a certain point

You have set a maximum height restriction on the desk. To remove it please follow the instructions below.

Setting the maximum height of the desk:
1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the maximum.
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three times after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been set on the desk
system. The desk will now be unable to be moved higher than this height.

Unsetting (removing) maximum height of the desk:
1. Use the “Up” and “Down” buttons to move the desk-top height to the height
previously set as maximum (If you are unsure what the maximum height is, move the desk-top to the tallest height it will go).
2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Down” button but continue to hold the “Up” button and simultaneously press the “Down” button three time after which you should hear a single ‘beep’.
3. After completing step 2 the maximum height will have been removed on the desk system. The desk will now be able to move higher than this height. You will know this setting is removed if the desk moves past the maximum to the tallest possible height.

See the full instructions here

Or watch the video:

Desk will not move below a certain point

You have set a minimum height restriction on the desk. To remove it please follow the instructions below.

Setting the minimum height of the desk:

  1. Use the “Up” and “Down” buttons to move the desk-top height to the desired height you wish to set as the minimum.
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three times after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been set on the desk system. The desk will now be unable to be moved lower than this height.

Unsetting (removing) minimum height of the desk:

  1. Use the “Down” button to move the desk-top height to the height previously set as minimum (If you are unsure what the minimum height is, move the desk-top to the lowest height it will go).
  2. Press “Up” and “Down” at the same time for only one second (no longer or desk may go into reset mode). Release the “Up” button but continue to hold the “Down” button and simultaneously press the “Up” button three time after which you should hear a single ‘beep’.
  3. After completing step 2 the minimum height will have been removed on the desk system. The desk will now be able to move lower than this height. You will know this setting is removed if the desk moves past the minimum to the lowest possible height.

See the full instructions here

Or watch the video:

Desk is wobbly

Your desk may well not be faulty. Please try to improve the wobble by ensuring the desk feet are level and the footpads correctly adjusted, all the fastenings have been tightened, and the desk is on a hard, level surface. Also check that the top is correctly attached. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.

Desk is making a strange noise

Desk noise is very subjective. Please ensure there is nothing rubbing as the desk is moved such as cables or that the desk is not touching a wall or furniture when being moved. If you do wish to pursue the issue please complete the troubleshooting and fault reporting form including photos and video.