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See step 10 in the diagnostics on page 3 of the attached tech sheet.
That is the only way to change the thickness, so the control is having issues if it will not change. It is still under warranty if only 3 months old, though. 1-***-***-**** you can schedule a free warranty visit.
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Oh, I thought you already tried to change it with the instructions I sent, as you posted. Thank you.