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Hello, tell me please about how old this system is, and if it has always been this way or not.
We can go from there.
These things can get quite complex.. field wiring may or may not be correct.
Please attach a well focused, close up photo of the wiring diagram glued inside the service panel,you can use the paper clip icon at the right end of the toolbar at the top of this dialog box,Include a picture of the thermostat wire connections to the printed circuit board in the same area.
If there is no paper clip icon, look for the '+attach files' link at left of your send button.
I can mark it up with trouble shooting instructions. You will need a multi meter ($30 at a hardware store) and some experience working with appliances, let me know a lot about your skill sets in those regards.