Dispatched to 2018 our installed lennox Heatpump/air handler. Heat strips are not activating at all in emergency heat. I believe this is because the thermostat wire that was ran didn’t have enough wires for heat strips. Thermostat also wasn’t programmed right. After extensive diagnostic and trying to get the heat strips to run, I have determined that a new thermostat wire needs to be ran and the system needs to be rewired correctly. Install will need to bring a ladder, 20x20x4 filter and another m30 just in case it’s the thermostat itself. Unit is heating off Heatpump for now. Came back and ran new stat wire, and hooked up w2 to heat strips and tested. Unit is working properly.