General
Q: How efficient are Dimplex fireplaces?
A: Dimplex fireplaces are 100% efficient. All the energy supplied to the unit is converted into heat, which stays in the room to keep you warm. Many gas fireplaces advertise 70-80% efficiency. This means that 20-30% of the energy supplied to the units is vented outside.
Q: Are Dimplex fireplaces expensive to operate?
A: No, Dimplex products operate for pennies a day. The flame alone uses slightly less than 300 watts. With an average electricity rate, the unit operates for a remarkable 3¢ per hour, providing the ambiance and romance of a fireplace. When you choose to activate the heat feature along with the flame, the unit uses approximately 1500 watts. The total cost to operate the flame and heater is approximately 8¢ per hour (gas fireplace manufacturers regularly advertise running costs of 17¢ per hour). Electricity rates vary. 8¢ per hour based on heater cycling at 50%.
Q: Can a Dimplex fireplace be easily relocated?
A: Yes! Unlike gas fireplaces which require venting lines, most Dimplex fireplaces just needs to be unplugged.
Q: Will a Dimplex fireplace provide warmth and comfort in any room - large or small?
A: Dimplex fireplaces distribute a warm, gentle, even heat over a wide area by means of an internal fan-forced heater. Each fan-forced heater will heat the room based on 10 watts per square foot, working in conjunction with the home's primary heating system. Dimplex fireplaces are capable of taking the chill off just about any size room when required.
Q: The flame looks so real. How does it work?
A: Dimplex has developed an award-winning patented technology which provides a realistic, wood-burning flame.
Q: Can the flame operate without heat?
A: Yes! The Dimplex flame and heater operate independently of each other. This means you can enjoy the ambiance of a realistic flame all year round!
Q: Can the flame be adjusted?
A: Depending on your Dimplex model, controls will vary. Please reference your Owners’ Manual for flame control functions.
Q: Will the Dimplex fireplace insert fit into my existing opening?
A: We have many different fireplaces with a variety of sizes to fit pre-existing openings. Please contact our Customer Support team with the opening’s dimensions (H x W x D).
Q: Can I set my fireplace up myself?
A: Yes! Most of our units can be installed by our consumers. The installation process is designed to be as simple as possible. There are other Dimplex models that may require an electrician or plumber to help with the installation.
Q: Where can I put a Dimplex fireplace?
A: You can put a Dimplex fireplace in any indoor area, if is clean and dry. Whether you want to add ambiance to your living room, family room, bedroom, kitchen, foyer, or dining room, Dimplex fireplaces are perfect for single family homes, condominiums, apartments, mobile homes, or cottages.
Q: Where can I find the manual for my specific product?
A: All our manuals are available on our website; simply follow this link and enter your model number into our Product Downloads search.
Q: Where can I find an authorized Dimplex service depot or someone to repair my unit?
A: Please contact our Customer Support team and have your model and serial number ready.
If your unit has service included in the manufacturer's warranty, we will arrange a service technician. If your unit is outside of warranty, we can recommend a service provider in your area.
Q: Are Dimplex fireplaces safe?
A: Dimplex fireplaces have full electrical certification throughout North America for complete peace of mind.
To ensure the safety of your family members, no combustible energy sources are used to produce the flame. This means that you never need to worry about oxygen depletion or carbon monoxide poisoning in your home. The glass remains cool to the touch to ensure children do not burn their hands on the glass. It also does not contribute to indoor moisture or mold concerns. Other features include impact resistant safety glass and heater safety cut-out with reset controls.
Q: Are Dimplex fireplaces easy to maintain?
A: Dimplex models are designed to be easily maintained. Please reference your Owner's Manual for specific maintenance instructions.
Q: How are your products segmented under California’s Proposition 65?
A: California’s Proposition 65, called the Safe Drinking Water and Toxic Enforcement Act of 1986, gives California consumers the right to know when products contain chemicals known by the state of California to cause cancer, birth defects, or other reproductive harm.
While the proposition is old, it has been brought into new light in recent years as the state of California is now requiring businesses and manufacturers to inform consumers about exposure to chemicals on the list. As of August 30, 2018, manufacturers of products sold in California were required to notify consumers when products contain chemicals on the state’s Proposition 65 list.
We have updated our website and packaging to include these warnings. You can find the warning near most product UPC labels and on our website under the Product Specifications.
If you would like more information on Proposition 65, please visit California’s Proposition 65 FAQ page (this link will direct you away from our website).
MEDIA CONSOLE / MANTELS
Q: What is the maximum weight I can put on my media console?
A: The Dimplex media consoles are tested to support up to 100lbs. We do not recommend putting televisions on units that are not specifically classified as media consoles.
Q: Part of my media console/mantel is damaged - where can I get parts?
A: Warranty replacement parts are available through our Customer Service. To ensure our team can properly assist you, please have the model of the media console/mantel and serial number accessible prior to calling.
If your media console/mantel has passed the one-year warranty period, we recommend contacting a furniture repair business to fix the damage.
Q: My firebox Owner’s manual says I cannot place my unit on carpet - is this true?
A: The owner’s manual is referring to the firebox portion only. If you have purchased one of our fireplace packages with a firebox and media console/mantel, then it is perfectly fine to place your fireplace media console/mantel on a carpeted surface.
Q: Can I put my television over my fireplace?
A: It is always recommended that you check with the television manufacturer for any restrictions prior to installing your Dimplex fireplace to ensure all restrictions are met.
General Rule of Thumb: ensure there is 18 inches of space between top of fireplace and bottom of the television.
Specific requirements are outlined in the Owners’ Manual.
Q: How much formaldehyde is there in your media consoles/mantels?
A: All our current products being produced meet CARB Phase 2 requirements
Q: Can I paint my media console/mantel?
A: We do not recommend painting your mantel as it will void the warranty on the unit.
Q: Can I put my media console/mantel up against the wall?
A: Yes. The media console/mantel was designed to allow enough space around it for our firebox to operate properly.
Q: How do I clean/dust my media console/mantel?
A: We recommend using a clean damp cloth to wipe away any dust or dirt. Furniture polish is not recommended.
Q: I chipped my media console/mantel - what is the best way to touch it up?
A: We recommend purchasing a furniture crayon or mini wax pen of the same colour and using it to touch up your piece. These can be found at most home improvement stores.
LINEAR FIREPLACES
Q: Can I change the media in my wall mounted fireplace?
A: If the wall mounted fireplace you purchased has loose media such as glass pieces, stones, or river rock, you can choose to replace this media with something else of your choosing. To ensure proper operation of the unit, please make sure the alternative media you choose is the same weight as the original media provided and that you are not using anything fine (such as sand) or liquid as it could get into the inner components and render the unit inoperable.
Q: Can I put my television over my fireplace?
A: It is always recommended that you check with the television manufacturer for any restrictions prior to installing your Dimplex fireplace to ensure all restrictions are met.
General Rule of Thumb: ensure there is 18 inches of space between top of fireplace and bottom of the television.
Specific requirements are outlined in the Owners’ Manual.
Q: My remote does not work - what do I do?
A: Please start with changing the batteries in the remote. If this does not resolve the issue, check your Owner's Manual to see if re-initialization is required (varies depending on model). If the remote still does not function with the unit, our Customer Support team will be happy to help.
Q: My fireplace is not working properly, where do I start?
A: Do you have power to the unit (plugged in or hardwired)?
If you do not have power to unit, please check to ensure the proper wiring has been completed and that you have a dedicated amp circuit that is 15 amps.
Due to the variances in our wall mounted fireplaces, we recommend checking the troubleshooting guide in the service manual or contacting our Customer Support team for further assistance.
Q: Where can I get parts for my fireplace?
A: Parts are available on our website. To locate part numbers for your unit, please refer to the service manual or contact our Customer Support team. To best assist you, please have your model number and serial number ready for our team.
Q: My unit is very noisy during operation. How can this be resolved?
A: Start with resetting the fireplace by shutting the power off at the breaker panel for 15 minutes.
If the noise persists, ensure that exterior intake vents are free of dirt/dust. We recommend cleaning the heater assembly with compressed air or a vacuum.
If the noise continues, verify if the noise is occurring with or without the heater being turned on. Then contact our Customer Support team for further assistance.
Q: Why is my heater turning off after a couple of minutes of operation?
A: Start with resetting the fireplace by shutting the power off at the breaker panel for 15 minutes.
If the noise persists, ensure that exterior intake vents are free of dirt/dust. We recommend cleaning the heater assembly with compressed air or a vacuum.
If problem persists, contact our Customer Support team directly for further assistance.
Q: I am getting an ER code on my unit, what does this mean?
A: If you see ER2 on display, ensure that the model is not recessed/sub-surfaced more than a ½ in or 13mm. Ensure that exterior intake vents are free of dirt/dust. We recommend cleaning the heater assembly with compressed air or a vacuum.
If problem persists, contact our Customer Support team directly for further assistance.
PLUG IN FIREBOX
Q: Why does my circuit breaker trip when I turn on my unit?
A: Ensure the unit is plugged into a dedicated 120V outlet and not a power bar or extension cord. If problem persists, contact our Customer Support team directly for further assistance.
Q: Why will my unit not turn on with the handheld remote?
A: Please review the Operating Instructions in the Owner’s Manual.
If your problem persists, here are a few troubleshooting steps:
- The batteries in your remote control need replacing.
- The remote control may need to be initialized with the fireplace. Please refer to Owner’s manual for step-by-step instructions.
If the problem is not resolved, contact our Customer Support team directly for further assistance.
Q: Why is the flame still/frozen?
A: This is normally caused by the flicker motor inside the unit. Start by resetting the unit by shutting the power off at the breaker panel for 15 minutes.
If the problem is not resolved, contact our Customer Support team directly for further assistance.
Q: Why is the flame not bright or visible in my unit?
A: The bulbs/LED strip (depending on unit) could be burnt out and will need to be replaced. Please check in the Owner’s manual under the Maintenance section to see if your unit has bulbs or LEDs and replace them first.
There could be a loose wire, with the bulbs or LEDs – confirm that all wiring connections are tight within the unit.
The amount of ambient light in the room may affect the appearance of the flame.
If the problem is not resolved, contact our Customer Support team directly for further assistance.
Q: Should my flame keep shuttering or be jumpy?
A: The flame should be a constant, smooth, flowing flicker. The jumping may be caused by the flicker rod not being connected to the shaft on the flicker motor or the flicker motor needing to be replaced.
Q: Is it normal for light to be visible around the log set?
A: Light should not be visible around the perimeter of the log set. It could be that the log set is not positioned properly in the firebox. Remove and replace the logs as outlined in the Maintenance section of the Owner’s Manual.
Q: Why is my log set or ember bed not glowing/ pulsing?
A: Please check if the light bulbs underneath the log set need to be changed. Please review the Maintenance section in the Owner’s Manual for light bulb replacement.
If your problem persists, the log set may need to be replaced. Please contact our Customer Support team directly for further assistance.
Q: Why will the heater not turn off?
A: Please contact our Customer Support team directly for further assistance.
Q: Why is my heater turning off after a couple of minutes of operation?
A: Please review the Operating Instructions in the Owner’s Manual for clearances surrounding the fireplace. It may be due to the heater not drawing in enough air flow from the room.
If the problem persists, here are a few troubleshooting steps:
Ensure that there is sufficient space around the firebox, including the bottom of the unit where required. Install felt feet if necessary.
Ensure that the exterior intake vents and firebox cavity are free of dust/debris by using a vacuum or compressed air to clean out the heater.
If the problem continues, please contact our Customer Support team directly for further assistance.
Q: Is it normal for my heater to emit a slight odour when in operation?
A: The heater may emit a slight, harmless odour when first used. This odour is a normal condition caused by initial heating of internal heater parts.
If the heater has not been in use for some time, the heater may be burning off any dust that may have accumulated while not in operation.
If the odour continues while the heat is on, please contact our Customer Support team directly for further assistance.
Q: Should the heating elements be glowing red?
A: Small glowing sections of the elements are normal. If you are finding that larger glowing sections are causing the heater to trip, then you should disconnect power to the unit and discontinue use. Please contact our Customer Support team directly for further assistance.
Q: My unit is very noisy during operation. What could the problem be?
A: Start with resetting the fireplace by shutting the power off at the breaker panel for 15 minutes.
If the noise persists, ensure that exterior intake vents and firebox cavity are free of dirt/dust. Clean the heater assembly with compressed air or vacuum.
Before reaching out to us directly, check to see if the noise occurs only when the heater is turned on. Then please contact our Customer Support team for further assistance.
Q: Why do my lights dim in the room when the unit is turned on?
A: There could be other appliances on the same circuit as your unit. This could cause too much draw of amperage that is too close or over the maximum breaker amperage. Try plugging the unit into another outlet or install a 15-amp breaker dedicated to the unit.
Q: Why does my unit turn on and off on its own?
A: Please refer to Operation section in the Owner’s Manual.
If your problem persists, here are a few troubleshooting steps:
Your remote control may have a similar frequency to other remotes in the home or there may be radio frequency disturbance from outside sources. Refer to the Owner’s manual to re-code your remote control. Once you have re-coded the remote, you must initialize the remote to the unit.
If the problem continues or your remote does not have re-coding options, please contact our Customer Support team directly for further assistance and provide them with your model number to assist you accordingly.
Q: Should my power cord get warm when unit is on?
A: The power cord may get slightly warm to touch when the heater is on. This is normal operation. Should the cord get too hot to touch, unplug the unit and contact our Customer Support team directly.
Q: Why will my unit not turn on manually?
A: Please refer to Operation section in the Owner’s Manual.
Ensure that you have power at the outlet - the breaker may have tripped, or the fuse has blown.
Ensure that the unit is not plugged into a power bar, surge protector, or extension cord. All our products need to be directly plugged into an outlet.
If the problem continues, please contact our Customer Support team directly for further assistance.
HEATERS
Q: Do I have to follow the recommended clearances in the instructions?
A: Yes. These clearances are part of the CSA/UL approval. Installing the unit in a non-recommended manner is unsafe and will void the warranty.
Q: What is the difference between a single pole thermostat and a double pole thermostat?
A: Single pole thermostats break only one side of the power line; therefore, power is continuous to the heater. The control knob will only have a low temperature setting, with no true “off” position. Check with local building/electrical codes for requirements in your area.
Double pole thermostats break both sides of the power line; therefore, all power to the heater is interrupted. The control knob will have an “off” position. Check with local building/electrical codes for requirements in your area.
Q: How big a heater do I need to heat my room?
A: The general rule for electric heat is 10 watts of heat per square foot of space. For example: a 1000-watt heater will heat 100 square feet (10’ x 10’) in a standard insulated room.
To get an accurate measurement of wattage required for your space (considering windows, doors, insulation level etc.), we recommend using a Heat Calculator.
Q: What type of heater should I use?
A: The types of heaters we offer work on the principal of convection; heat is transferred from the heating element to the surrounding air. The two basic types of heaters are:
Fan Forced Heaters
Convection Heaters (those without a fan)
All heaters of the same wattage produce the same amount of heat and cost the same to operate, regardless of type.
Q: What is the difference between 120 and 240-volt heaters?
A: Although the heaters we manufacture are voltage specific, there are no differences in operating costs of 120-volt vs. 240-volt units if the heating appliance being used is rated at the same power (watts).
Q: Are certain heaters more energy efficient than others?
A: All electric heaters are of 100% efficient. This means that there are no external losses (such as heat up the chimney in gas and oil-fired systems).
Q: Why should I use electric heat?
A: Electric heat has a variety of advantages:
It is the cheapest to install, both by material and labour.
There is no need for gas lines and can be used wherever electricity is available.
It is safe – there are no concerns about gas.
You can control each room individually.
It is best suited to fixing problems in under-heated areas.
There is a variety of product that can be used for one project.
It is the best option for Do-It-Yourself installations.
Q: How do I calculate Amp draw?
A: Amps are calculated by taking the Watts and dividing by the Volts. An additional allowance of 20-25% must be added to the Amp calculation to allow for fluctuations that can occur in the power supply. It is especially important to check with local building codes before selecting your breaker - size requirements vary from region to region.
Q: I have just hooked up my 240-volt heater and it is not working or barely warm?
A: The most common reason for this to happen is an error of the 240-volt connection at the power source inside the breaker/electrical panel. Consult with the original installer and/or certified electrician to check the Voltage coming into the heater by using a Voltage/Multi-Meter. The meter should read 240-volts by measuring across both L1 and L2 at the same time.
Q: Can I modify my heater?
A: All heaters are UL/CSA approved as is. No modifications are allowed.
Q: Where can I get parts for my heater?
A: Some of our heaters are factory-repairable only. Please contact our Customer Support team directly - please have the model number and date code/manufacturing date ready at the time of the call.
OPTI-MYST
Q: Why will my unit not come on?
A: If plugged into an outlet, unplug the unit for 15 minutes to reset. If hardwired, reset at the breaker panel and have an electrician ensure the unit has been wired properly.
If you have multiple units are installed on the same circuit, ensure they are wired in parallel.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: I have no flame effect, what should I do?
A: Flame is created by the Transducer located in the water reservoir inside the unit. Ensure the transducer is placed in the water correctly and plugged in. Ensure that the water level is between the minimum and maximum water level lines. Additionally, check the water reservoir to ensure there is no particle build up inside the unit.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: My Mist is being produced under the cover but does not rise to create flame effect. Why?
A: Ensure there is no water in the air duct that helps blow the flame out of the unit. Ensure fan filter is clean and dry.
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh Air intake vents
CDFI500-PRO – 40 inches squared
CDFI1000-PRO – 80 inches squared
Fresh air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance
Q: The flame effect on my unit is too low, why?
A: Make sure to adjust the flame height on both the primary and secondary side controls.
The transducer may require cleaning. Try cleaning it with 3 parts vinegar, 1 part water and leave it to soak for 4 hours (ensuring the plug is not placed directly in the water).
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh Air intake vents
CDFI500-PRO – 40 inches squared
CDFI1000-PRO – 80 inches squared
Fresh air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: My unit is blinking and will not work - why does it keep blinking?
A: When the unit is blinking it is to tell you there is an issue with the unit. The number of blinks each time will help you solve the problem:
Unit continuously blinks one time - Remove enough water from reservoir so that level is below maximum level.
Unit continuously blinks twice - Refill the water reservoir so that level is above the minimum level
Beeping with lights on/off every two seconds – waiting to be synchronized with remote
Also, check the water to ensure there is no particle buildup inside the unit. If the blinking persists, please contact our Customer Support team directly for further assistance.
Q: The flame effect is producing too much smoke - why?
A: It can take the unit up to 10 minutes of running to stabilize the flame effect. If the smoky look continues for longer than 10 minutes, lower the flame height on both the secondary and primary sides.
Please also check the water to ensure there is no particle buildup inside the unit and that the unit has the fan filter inserted.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: Why is there an unpleasant smell coming from my unit?
A: Please check the water to ensure there is no particle buildup inside the unit. It is required that the unit be cleaned with soap and water on a regular basis - at a minimum, once per month. More frequent cleaning may be required depending on the water quality. Please refer to the Owner’s manual for further maintenance instructions.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: Where can I buy light bulbs for my Opti-myst?
A: You can only purchase these bulbs from Dimplex - please contact our Customer Support team directly for the part number.
Q: What are the clearance requirements for the Opti-myst firebox?
A: The Opti-myst uses a combination of mist and air to create realistic flame effects. If there is too much of a draft, the flame effect may be lost or inconsistent. When installing a new unit, we suggest you avoid places near drafts, fans and air currents that will negatively impact the flame effect.
Additionally, not enough airflow into the unit will risk damaging the fireplace or will reduce the height and visibility of the flame.
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh Air intake vents
CDFI500-PRO – 40 inches squared
CDFI1000-PRO – 80 inches squared
Fresh air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance.
Q: Can tap water be used with the Opti-myst cassette?
A: Normal tap water can be used in the Opti-myst if the tap water is not considered to be hard water. In the event your tap water is hard, it can cause issues with the internal components. Hard water minerals will build up on parts that they come in contact with, which can reduce the amount of mist or block the supply line over time. If you are using hard water, these things can be mitigated by cleaning the Opti-myst once every 3 - 4 weeks.
It is recommended to use soft or filtered water.