RECREATIONAL VEHICLE CUSTOMER SATISFACTION
May 5, 2022

Customer Satisfaction Campaign:

22-425

CUSTOMER SATISFACTION CAMPAIGN
Dear Cougar Customer:
We strive to provide the very best ownership experience in the industry. With this in mind, we are conducting a Customer
Satisfaction Campaign at no charge to you for your 2021 - 2022 Cougar Travel Trailers and Fifth Wheels. With some
models and features, the Display Commander (LCD screen) for the In-Command system, may exhibit erratic readings on
HVAC and/or lose communication with components. This is caused because Keystone may not have installed an End of
Line (EOL) Resistor in the “Gateway” located in the Roof A/C. This resistor is installed in the last component in the line
of components that communicate with the In-Command system. We apologize if you have experienced this issue;
however your continued satisfaction is of the utmost importance to us.

Why are you
receiving this
notice?

If you are experiencing the following symptoms on your Cougar, the EOL resistor may not be
installed and further action is needed:
•

-F° temperature readings on LCD display.

•

Freezing or lagging functions on the LCD display.

•

No communication with components linked to LCD display.

A reset of the In-Command system may provide temporary relief, but some or all of these
symptoms may return until the EOL resistor is properly installed.

What will we
do?

If you have
questions

We have included the EOL resistor with this letter and the instructions for installation are
included below. However, if you are not comfortable in any way addressing this yourself, at your
earliest convenience, please make arrangements for your Keystone dealer to remedy this for you
at no charge to you.
If your dealer is unable to assist or if you take your RV to your dealer on the agreed service date,
and the dealer does not remedy the condition within a reasonable amount of time, or without
charge to you, please contact Keystone Customer Service by calling 1-866-425-4369.

Thank you for your attention and cooperation in this matter.
Sincerely,
KEYSTONE RV COMPANY

Remedy Overview
The remedy is to turn off the Roof Air Conditioner(s) (A/C), remove the return air grill, locate the Gateway and inspect for the
End of Line (EOL) Resistor. The Gateway is a device that allows components to communicate with the In-Command system in
order to operate. The resistor must be installed in the last component in the system so In-Command knows there are no other
components in the line. Without the EOL resistor, In-Command will continue to search for the last component which leads to
intermittent operation and the errors previously described.
Figure 1-Shows a Gateway, the communication cable from In-Command system and the EOL resistor as it should be for proper
operation.
We have identified 3 possible scenarios:
PO Box 2000 Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com

1. System with one Roof A/C. Turn off the A/C, remove the return air grill, and locate the Gateway (See Figure 2). If there
is an open port as seen in Figure 2 & 3, corrective action is needed. Upon completion, the wiring should be as seen in
Figure 1.
2. System with two Roof A/C’s. Turn off the A/C’s, remove the return air grill, and locate the Gateway’s. The EOL will
need to be installed on the 2nd A/C’s Gateway. The first A/C Gateway (typically the middle of the unit) will have two
communication cables plugged in (See Figure 4). One cable from In-Command to the 1st A/C, one cable from the 1st A/C
to the 2nd A/C. The second A/C Gateway should look like Figure 1, if not, take corrective action.
3. System with one Roof A/C and Pre-Wired for 2nd A/C. If Pre-Wired for 2Nd A/C, the 1st A/C Gateway may have two
communication cables plugged in, See figure 4. One cable from In-Command to the 1st A/C, one cable from the 1st A/C to
the 2nd A/C. The 2nd A/C communication cable will need to be unplugged and the EOL Resistor will need to be plugged in
to that port. See Figure 1. The 2nd communication cable can be left protected and unplugged. To determine which
communication cable is “live” unplug one cable at a time and operate the A/C functions at the In-Command panel.
4. Note: When a 2nd A/C is installed later, unplug the EOL resistor from the 1st Roof A/C Gateway, reinstall the 2nd A/C
communication cable. Install the Pre-wired Communication cable and the EOL resistor into the 2nd A/C Gateway as seen
in Figure 1.

PO Box 2000 Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com