Experience pays off!! I saw a similar issue a year or two ago. it was for a unit not heating, only had blower in while zone temp was well below building setpoints. It was frigid outside then. Went through a few tiers of tech support. A few years prior to that I had a controller change its code (i forget what its called) from like HGANNNN to NNANNNN and the H signified heat so it wasnt programmed to know it had a heat package. Tech support kept making me verify that wasn't the case this time, so