Dimplex 500002573 User manual

50" Model: 500002573
60"Model: 500002574
74"Model: 500002608
100"Model: 500002563
7401200100R00
IMPORTANT SAFETY INFORMATION: Always read this manual rst before attempting to service this
replace. For your safety, always comply with all warnings and safety instructions contained in this manual to
prevent personal injury or property damage.
Service Manual
UL Part Number
6914080100
6914090100
6914100100
6914110100

Table of Contents
Operation ...................................................................3
Remote Operation ...........................................................3
Maintenence .................................................................5
Cleaning ...................................................................5
Remote Control Battery Replacement ............................................5
Exploaded Parts Diagram ......................................................6
500002573 (50" Model)........................................................6
500002574 (60" Model)........................................................7
500002608 (74" Model)........................................................8
500002563 (100" Model).......................................................9
Wiring Diagrams .............................................................10
500002573 (50" Model).......................................................10
500002574 (60" Model).......................................................10
500002608 (74" Model).......................................................11
500002563 (100" Model)......................................................11
Replacement Part Procedures .................................................12
Preperation for Service .......................................................12
Control Board Replacement ...................................................13
Adapter Board Replacement ..................................................13
Power Supply Replacement ...................................................13
Capacitive Controls and Display Replacement ....................................13
Media LED Light Strips Replacement............................................14
Flame LED Strips Replacement ................................................14
Flicker Assembly Replacement ................................................14
Flicker Motor Replacement ...................................................15
Temperature Sensor (NTC) Replacement .........................................15
Heater Assembly Replacement ................................................15
Troubleshooting ...........................................................16
App ......................................................................17

3
Operation
Standby Press to turn on the unit or to put it in standby mode.
When the unit is turned back on, it will retain the previously used settings.
Flame Effect Press to turn the ame effect, media, and media accent lights on or off.
Heat
Press to turn the heat on or off. The replace will beep once and the icon will
remain on the display when activated.
The replace can be operated in heat only mode by turning off the ame and color
effects.
Heat Disable
Press and hold and at the same time for 3 seconds to disable or enable the heat
function. This action must be performed on the hidden touch controls.
When the heat is disabled and either the , , or is pressed, --- will appear on the
display.
Temperature
Increase Press to increase the temperature setting.
Temperature
Decrease Press to decrease the temperature setting.
The temperature can be set from 7°C to 30°C (45°F to 86°F).
When the temperature setting is adjusted, the set temperature will ash for 2 seconds,
then the ambient room temperature will be displayed briey.
Temperature
Display
(°C ↔ °F)
Press and hold and at the same time for 3 seconds. This action must be
performed on the hidden touch controls.
Flame Speed Press repeatedly to cycle through the 5 different ame speeds.
Heat Mode
Press repeatedly to cycle through the 4 different heater modes:
Normal: The element will automatically adjust itself to achieve and maintain the set
temperature.
Heat Boost: The element will work at maximum power for 20 minutes, then revert to
normal heater mode.
Eco: The element will work at reduced power to save energy.
Fan: The element will turn off and only the fan will run.
Moods
Press repeatedly to cycle through the 8 different Moods, which are different
combinations of overhead and media bed lighting.
1 - White
2 - Blue
3 - Violet
4 - Red
5 - Green
6 - Prism — media and media accent lights cycle through colors
7 - Kaleidoscope— media and media accent lights cycle through colors at different
rates
8 - Midnight mode — media and media accent lights are off
Press and hold to turn the media accent lights on or off.
Custom Color
Freeze the media and media accent lights to a custom color.
When in Prism or Kaleidoscope modes (see Moods), press while the desired color is
displayed to freeze the cycle on that color.
Press again to resume the color cycle.

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Operation
Brightness
Press repeatedly to cycle through the brightness and icker modes.
Solid H - High Brightness
Solid L - Low Brightness
Cycle H - High Brightness with ickering media and media accent lights
Cycle L - Low Brightness with ickering media and media accent lights
Flame Theme
Press repeatedly to cycle through the 7 different ame themes:
1 - Base with orange and blue accents
2 - Base with orange accents
3 - Base with blue accents
4 - Blue
5 - Orange
6 - Base
7 - Orange and blue
Ambient Light
Sensor
Press to turn the ambient light sensor on or off.
The ambient light sensor will automatically adjust the brightness of the replace lights
based on the ambient light in the room.
Timer
Press repeatedly until the desired number of hours of the timer is displayed. When
this function is active, the replace will turn off after a set amount of time. The timer
can be set from 30 minutes (display will show .5) to 8 hours in intervals of 30 minutes.
To turn the timer off, press repeatedly until 0 appears on the display.
While the timer is active, press the timer button to see the time remaining.
Factory Reset
Press and hold and at the same time for 3 seconds to reset all the settings to
factory default. This action will also disconnect the unit from the Wi-Fi network if
connected. This action must be performed on the hidden touch controls.
Figure 1
Figure 2
Maintenance

5
Maintenance
WARNING: Disconnect power and allow heater to cool before attempting any maintenance or cleaning to
reduce the risk of re, electric shock or damage
to persons.
!NOTE: The replace should not be operated with an accumulation of dust or dirt on or in the unit, as this
can cause a build up of heat and eventual damage. For this reason the heater must be inspected regularly,
depending upon conditions and at least at yearly intervals.
Fireplace Surface Cleaning
Use only a damp cloth to clean painted surfaces of the replace. Do not use abrasive cleaners.
The replace should not be operated with an accumulation of dust or dirt on or in the unit, as this can cause
a build-up of heat and eventual damage. For this reason the heater must be inspected regularly, depending
upon conditions and at a minimum yearly intervals.
Partially Reflective Glass Cleaning
The partially reective glass is cleaned in the factory during the assembly operation. During shipment,
installation, handling, etc., the partially reective glass may collect dust particles; these can be removed by
dusting lightly with a clean dry cloth.
To remove ngerprints or other marks, the partially reective glass can be cleaned with a damp cloth. The
partially reective glass should be completely dried with a lint free cloth to prevent water spots. To prevent
scratching, do not use abrasive cleaners.
Fireplace Surface Cleaning
Use only a damp cloth to clean painted surfaces of the replace. Do not use abrasive cleaners.
Servicing
Except for the cleaning and maintence described on this page, an authorized service representative should
perform any other servicing.
Remote Control Battery Replacement
1. Remove battery cover of the remote control using a Philips screwdriver.
2. Correctly install one 3 Volt (CR2032 or similar) battery in the battery holder with the + side facing up.
3. Secure the battery cover using the previously removed screw.
Batteries must be recycled or disposed of properly. Check with your Local Authority or Retailer for recycling
advice in your area.

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Exploded Parts Diagram
Replacement Parts List - 500002573 (50" Model)
1. Heater Assembly.................... 500002950
2. Remote Control..................... 500002576
3. Control Board ...................... 500002564
4. Capacitive Controls and Display........ 500002575
5. Power Supply (5 Amp) .......... X-2100250500RP
6. Temperature Sensor (NTC) ............ 500002352
7. Mirrored Glass ..................... 500002568
8. Front Glass ........................ 500002566
9. Flicker Motor..................X-2000550100RP
10. Flicker Assembly ................... 500002610
11. Relay Board ....................... 500002277
12. Flame LED 4-Light Assembly (2)........ 500002606
13. Flame LED 6-Light Assembly .......... 500002615
14. Media Tray ...................X-5902910100RP
15. Media LED 4-Light Assembly (2) .. X-3002350100RP
16. Media LED 6-Light Assembly ..... X-3002350200RP
17. Media LED 8-Light Assembly (2) . X-3002350300RP
18. Installation Hardware Kit.............. 500002609
19. Large Acrylic Media (3) ..........X-1400130500RP
20. Medium Acrylic Media .......... X-1400150300RP
21. 4-piece Trim ..................X-9602160100RP
22. Power Cord (MOD B) ........... X-4100360100RP
23. Tumbled Glass Media ................ 500002842
24. Driftwood Media .................... 500002841
LED Configuration
3
4
2
1
14
15 15
5
16
6
17 17
7
8
9
10
21
11
12 12
13
Flame LED
Media LED
Media LED

7
Exploded Parts Diagram
1. Heater Assembly.................... 500002950
2. Remote Control..................... 500002576
3. Control Board ...................... 500002564
4. Capacitive Controls and Display........ 500002702
5. Power Supply (5 Amp) .......... X-2100250500RP
6. Temperature Sensor (NTC) ............ 500002352
7. Mirrored Glass ..................... 500002569
8. Front Glass ........................ 500002577
9. Flicker Motor.................. X-2000550100RP
10. Flicker Assembly ................... 500002611
11. Relay Board ....................... 500002277
12. 5-Light LED Flame Assembly .......... 500002614
13. 6-Light LED Flame Assembly (2)........ 500002615
14. Media Tray ...................X-5902910400RP
15. 4-Light RGBW Media LED Assembly X-3002350100RP
16. 5-Light RGBW Media LED Assembly (4) ..........
............................. X-3002350400RP
17. 6-Light RGBW Media LED Assembly (2) ..........
............................. X-3002350200RP
18. Installation Hardware Kit.............. 500002609
19. Large Acrylic Media (3) ..........X-1400130500RP
20. Medium Acrylic Media .......... X-1400150300RP
21. 4-piece Trim ..................X-9602160200RP
22. Suction Cup .................. X-9600820100RP
23. Power Cord (MOD B) ........... X-4100360100RP
24. Tumbled Glass Media ................ 500002842
25. Driftwood Media .................... 500002841
Replacement Parts List - 500002574 (60" Model)
2
1
3
14
4
15
5
16
16 16 16
6
17
17
7
8
9
10
21
11
22
12 13 13
LED Configuration
Flame LED
Media LED
Media LED

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Exploded Parts Diagram
Replacement Parts List - 500002608 (74" Model)
1. Heater Assembly.................... 500002950
2. Remote Control..................... 500002576
3. Control Board ...................... 500002564
4. Capacitive Controls and Display........ 500002703
5. Power Supply (5 Amp) .......... X-2100250500RP
6. Temperature Sensor (NTC) ............ 500002886
7. Mirrored Glass ..................... 500002580
8. Front Glass ........................ 500002578
9. Flicker Motor.................. X-2000550100RP
10. Flicker Assembly ................... 500002612
11. Relay Board ....................... 500002277
12. 4-Light LED Flame Assembly .......... 500002606
13. 6-Light LED Flame Assembly (3)........ 500002615
14. Media Tray ...................X-5902910200RP
15. 6-Light RGBW Media LED Assembly X-3002350200RP
16. 8-Light RGBW Media LED Assembly (5) ..........
............................. X-3002350300RP
17. Installation Hardware Kit.............. 500002609
18. Large Acrylic Media (4) ..........X-1400130500RP
19. Medium Acrylic Media (2) ........ X-1400150300RP
20. 4-piece Trim ..................X-9602160300RP
21. Suction Cup .................. X-9600820100RP
22. Power Cord (MOD B) ........... X-4100360100RP
23. Tumbled Glass Media ................ 500002842
24. Driftwood Media .................... 500002841
LED Configuration
Flame LED
Media LED
Media LED
2
1
3
14
4
15
5
16 16
16
16
16
6
7
8
9
20
10
11
22
12 13 13 13

9
LED Configuration
Exploded Parts Diagram
Replacement Parts List - 500002563 (100" Model)
1. Heater Assembly.................... 500002950
2. Remote Control..................... 500002576
3. Control Board ...................... 500002564
4. Adapter Board ................ X-3002400100RP
5. Capacitive Controls and Display........ 500002704
6. Power Supply (5 Amp) .......... X-2100250500RP
7. Power Supply (3 Amp) .......... X-2100250600RP
8. Temperature Sensor (NTC) ............ 500002886
9. Mirrored Glass ..................... 500002581
10. Front Glass ........................ 500002567
11. Flicker Motor..................X-2000550100RP
12. Flicker Assembly ................... 500002613
13. Relay Board ....................... 500002277
14. 6-Light LED Flame Assembly (5)........ 500002615
15. Media Tray ...................X-5902910300RP
16. 6-Light RGBW Media LED Assembly (5) ..........
............................ X-3002350200RP
17. 8-Light RGBW Media LED Assembly (4) ..........
............................. X-3002350300RP
18. Installation Hardware Kit.............. 500002609
19. Large Acrylic Media (5) ..........X-1400130500RP
20. Medium Acrylic Media (2) ........ X-1400150300RP
21. 4-piece Trim ..................X-9602160400RP
22. Suction Cup .................. X-9600820100RP
23. Power Cord (MOD B) ........... X-4100360100RP
24. Tumbled Glass Media ................ 500002842
25. Driftwood Media .................... 500002841
Flame LED
Media LED
Media LED
2
1
3
14 14 14 14
14
4
5
16 16 16 16 16
6
17 17 17 17
7
8
9
10
21
11
22
12
13

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500002574 (60" Model)
500002573 (50" Model)
Wiring Diagrams
Media Bed LEDs
Cut-outs
Relay Board
Hidden Touch Controls
Main Control Board
Flicker Motor
Heating Element
Fan Fan
Media Bed LEDs
Flame LEDs
Media Bed LEDs
Cut-outs
Relay Board
Hidden Touch Controls
Main Control Board
Flicker Motor
Heating Element
5 Amp Power
Supply
5 Amp Power
Supply
Fan Fan
Media Bed LEDs
Flame LEDs

11
Wiring Diagrams
500002608 (74" Model)
500002563 (100" Model)
Cut-outs
Relay Board
Hidden Touch Controls
Main Control Board
Flicker Motor
Heating Element
5 Amp Power
Supply
Fan Fan
Media Bed LEDs
Media Bed LEDs
Flame LEDs
Cut-outs
Relay Board
Hidden Touch Controls
Adapter
Board
Flicker Motor
Heating Element
5 Amp Power
Supply
3 Amp Power
Supply
Fan Fan
Media Bed LEDs
Media Bed LEDs
Flame LEDs
Main Control Board

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Preparation for Service
WARNING: Disconnect power before attempting any
maintenance or cleaning to reduce the risk of electric
shock or damage to persons.
CAUTION: If unit was operating prior to servicing allow
at least 10 minutes for lights and heating elements to
cool off to avoid accidental burning of skin.
Tools Required: Philips head screwdriver and
2.5 mm hex key.
!NOTE: All components are replaceable from the front
of the replace while the unit is mounted in the wall.
!NOTE: Be careful to not damage the springs behind
the capacitive controls and display board at the top
right hand side of the unit when preforming service.
1. Turn the breaker off at the electrical panel.
2. Remove the front glass assembly by removing all
screws (located just inside the top front vent opening).
These screws secure the front glass panel to the inside
of the replace.
3. Lift the front glass assembly out of the unit and
carefully place the glass assembly aside in a safe
location.
4. Remove the decorative media from the media tray,
which lies along the bottom of the interior partially
reective glass. A medium sized container such as a
bucket or a box will be needed to keep the decorative
media together.
5. Attach the suction cup to the partially reective glass
to assist with removal (500002608 & 500002563.)
6. Remove the screws from the glass retaining bracket,
starting on either end and working your way to the
middle, along the top of the opening, ensuring that
neither the bracket nor the partially reective glass falls
out of the unit.
7. Gently lift the partially reective glass out of the unit
and set it aside in a safe place. (Figure 7)
CAUTION: The mirror is fragile and should not be
bumped or dropped.
8. Proceed to the instructions within this manual relating
to the repair being performed - see Table of Contents
for page number.
16.49 in
419 mm
15.82 in.
402 mm
15.00 in.
381 mm
5.79 in.
147 mm
4.34 in.
110 mm
50" model 50.31 in [1278 mm]
60" model 60.31 in [1532 mm]
74" model 74.31 in [1887 mm]
100" model 100.31 in [2548 mm]
50" model 51.41 in [1306 mm]
60" model 61.41 in [1560 mm]
74" model 75.41 in [1941 mm]
100" model 101.41 in [2576 mm]
Replacement Part Procedures
Figure 4
Figure 5
Figure 6
Figure 7

13
Control Board Replacement
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Locate the control board. (Figure 8)
3. Transfer the connections from the old board to the new
board.
4. Remove the board, by removing the screw on each
corner.
5. Install the new board onto the unit.
6. Ensure that all wires are replaced in the same manner
as prior to the service.
7. Reassemble in the reverse order as above.
Adapter Board Replacement (Only
500002563)
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Locate the adapter board. (Figure 9)
3. Transfer the connections from the old board to the new
board.
4. Remove the board, by removing the screw on each
end.
5. Install the new board onto the unit.
6. Ensure that all wires are replaced in the same manner
as prior to the service.
7. Reassemble in the reverse order as above.
Power Supply Replacement
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Locate the power supply(s). (Figure 9 & 10)
3. Remove the screws that secure the holding bracket
and power supply to the unit.
4. Trace the wires to the control board and disconnect.
5. Run the wiring from the new power supply to the
control board .
6. Reinstall the bracket.
7. Ensure that all wires are replaced in the same manner
as prior to the service.
8. Reassemble in the reverse order as above.
Capacitive Controls and Display
Replacement
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Locate the controls and display assembly and remove
the 2 securing screws. (Figure 10)
3. Gently remove the assembly from the unit by pulling it
forward.
4. Disconnect the wire from the old assembly and install
it on the new assembly.
5. Reinstall the new assembly onto the unit.
6. Ensure that all wires are replaced in the same manner
as prior to the service.
7. Reassemble in the reverse order as above.
8. Place the new QR code stickers over the label on the
replace, and on the back of the Owner’s Manual.
9. Relink your replace to the Flame Connect App
if desired. Visit dimplex.com/fcapp for more
information.
Replacement Part Procedures
Figure 8
Figure 9
Control
Board
Power Supply
(500002573,
500002574 &
500002608)
QR Code label location
(QR Code label must be updat-
ed when hidden touch controls
are replaced)
Figure 10
Capacitive
Controls and
Display
Control
Board
Relay
Board
Adapter
Board
Power
Supplies
(500002563)
Figure 10

14 www.dimplex.com
I. Remove the lenses from the old LED strip (Figure 12)
This will require some force when they are removed for
the rst time. It may be helpful to use a athead screw
driver to remove them.
II. Afx the lens to the new LED strip by aligning it over
the LED light and pressing down on it.
!NOTE:
Connect the LED referencing each end of the
strip labeld as J1/J2.
10. Install the new assembly and connect J1 to J2.
Secure the LED strip to the unit.
11. Reattach the wire connections.
12. Ensure that all wires are replaced in the same manner
as prior to the service.
13. Reassemble in the reverse order as above.
Flicker Assembly Replacement
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Remove the plastic media tray by removing all the
screws on both ends. (Figure 11)
3. Lift the plastic media tray out of the unit.
4. Remove the screws along the ame cutout.
5. Remove the upper access panel by removing all the
screws. (Figure 14, page 15)
6. Squeeze the bushing and push it to the right to release
it from the bracket. Now pull the bushings off once you
reach the thinest part of the rod. (Figure 13, Page 15)
!NOTE:
Save these bushings for the new icker rod.
7. Gently pull the motor away from the icker rod.
CAUTION: When removing and replacing the icker
assembly try to keep any slight bending of the icker
rod minimal to avoid any possible damage. If the icker
assembly is damaged, it should be replaced to ensure
proper operation.
8. Ensure that all wires are replaced in the same manner as
prior to the service.
9. Reassemble in the reverse order as above.
Media LED Light Strips Replacement
Tools required: Phillips head screwdriver
Needle nose pliers
1. Follow “Preparation for Service” instructions before
proceeding.
2. Remove the plastic media tray by removing all
screws. (Figure 11)
3. Lift the plastic media tray out of the unit.
4. Locate the LED assembly that needs to be
removed.
5. Disconnect the wiring connections at either end.
6. Remove the assembly by pinching the plastic
mounting tabs with needle nose pliers and lifting
off.
7. Install the new assembly onto the unit and secure
the LED strip to the unit.
8. Reattach the wire connections.
9. Ensure that all wires are replaced in the same
manner as prior to the service.
10. Reassemble in the reverse order as above.
Flame LED Strips Replacement
Tools required: Phillips head screwdriver
Wire cutters
1. Follow “Preparation for Service” instructions before
proceeding.
2. Remove the plastic media tray by removing all the
screws on both ends. (Figure 11)
3. Lift the plastic media tray out of the unit.
4. Remove the upper access panel by removing all the
screws. (Figure 14, page 15)
5. Remove the screws along the top of the ame
cutout and gently remove. (Figure 11)
6. Locate the LED strip that needs to be removed.
7. Disconnect the wiring connections at either end.
8. Remove the LED strip by pinching the plastic
mounting tabs with needle nose pliers and lifting off.
9. If lenses are not present on the new LED strip follow
the following two steps before proceeding to step 10.
(Figure 12)
Replacement Part Procedures
Figure 12
Flame Cutout
Media Tray Screws
Flame LED
Figure 11
Lens

15
Figure 14
Temperature Sensor (NTC) Replacment
Tools required: Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Locate the temperature sensor attached to the bracket
in the upper left hand side of the unit.
3. Remove the temperature sensor by cutting the tie wrap
securing it to the standoff.
4. Follow the cable back to the control board and
disconnect the old temperature sensor and connect
the new cable.
5. Rerun the temperature sensor back to the bracket
ensuring that the wiring is replaced in the original
locations.
6. Ensure that all wires are replaced in the same manner
as prior to the service.
7. Reassemble in the reverse order as above.
Heater Assembly Replacement
Tools required: Phillips head screwdriver
Needle nosed pliers
1. Follow “Preparation for Service” instructions before
proceeding.
2. Remove all screws that secure the heater assembly
retaining bracket to the unit. Remove the bracket and
set aside.
3. Locate and remove the 4 screws that secure the
assembly to the unit. (Figure 15)
CAUTION: When removing the blower assembly
mounting screws support the assembly to prevent any
damage to the unit.
4. Disconnect the wiring connections, noting their original
locations.
!NOTE: Using a at head screwdriver gently pry
between the end of the connectors and the blower/fan
to release the wires.
5. Properly orient the new heater assembly and connect
all of the wiring connections.
6. Secure any excess wire using the provided cable ties.
7. Reassemble in the reverse order as above.
Replacement Part Procedures
Heater Mounting Screws
Upper Access
Panel
Flicker Motor
Figure 13
Figure 15
Bushing
Flicker Motor Replacement
Tools required: Phillips head screwdriver
Short handled Phillips head screwdriver
1. Follow “Preparation for Service” instructions before
proceeding.
2. Remove the plastic media tray by removing the 4
screws: 2 on the left and 2 on the right of the tray.
3. Lift the plastic media tray out of the unit.
4. Remove the upper access panel located on the
bottom right hand side by removing the screws
securing it to the unit. (Figure 14)
5. Remove the icker motor mounting bracket from the
unit.
6. Remove the 2 screws holding the icker motor to the
mounting bracket. Gently pull the motor away from
the icker rod.
7. Trace the wiring up to the control board and replace
with new wires.
8. Properly orient the new icker motor onto the motor
bracket and re-attach with the 2 mounting screws.
CAUTION: When removing and replacing the icker
motor try to keep any slight bending of the icker
rod minimal so as to not damage it. If icker rod is
damaged, it should be replaced to ensure proper
operation.
9. Reassemble in the reverse order as above.

16 www.dimplex.com
Troubleshooting
Problem Display Cause Solution
Circuit breaker trips or fuse
blows when unit is turned on N/A Improper circuit current rating Install unit on a dedicated minimum 15 amp circuit.
Fireplace does not turn on with
the manual touch controls N/A
No incoming power
Ensure unit is wired correctly
Check main disconnect panel
Ensure wall switch is on (if applicable)
Front glass was installed after unit
was powered on
Turn power off (from breaker or
outlet), install front glass before
turning power back on.
Defective hidden touch controls Replace hidden touch controls
Defective control board Replace control board
Defective relay board Replace relay board
Fireplace does not turn on with
the remote control N/A
The batteries in the remote
control are dead or installed
incorrectly
Replace remote control battery
Ensure battery is installed with +
facing up.
Defective Power Supply Replace Power Supply
Defective remote control Replace remote control
Defective IR receiver Replace hidden touch controls
Heater does not turn on
--- Heater is disabled
Press and hold and at the same
time on the hidden touch controls for
3 seconds to disable or enable the
heat function.
H— Heater has been permanently
disabled
If installation with heat is desired,
jumper on main board if available or
purchase new main board.
Heater is on, but there is no heat
Normal operation — There is a
30-second delay before heater
starts
No action required.
Thermostat setting is below
ambient temperature
Turn up the thermostat setting to be
above ambient temperature
Error Code is displayed
Err1 Temperature cut-out is activated
Reset breaker and wait 30 minutes
before turning unit back on it.
Ensure heater intakes and exhausts
are not obstructed. Clean with
compressed air if necessary.
Defective heater assembly.
Err2 L1 voltage is too high If error persists, consult an electrician.
Err 3 L1 voltage is too low If error persists, consult an electrician.
Err 4 L1 current is too high If error persists, consult an electrician.
Err 5 Fan not detected
Fan wire is disconnected.
Defective heater assembly.
Defective relay board.
Err 6 Fan error Defective heater assembly.
Err 7 Fan is slow Clean fan.
Defective heater assembly.
Err 8 Element error Defective heater assembly.
Err 9 Element not detected Element wire(s) is/are disconnected.
Defective heater assembly.

17
Error Code is displayed
Err12 Ambient temperature is
above45°C (113° F) No action required.
Err13 Ambient temperature is
below45°C (113° F) No action required.
Err14 NTC error
NTC is unplugged.
NTC is defective.
Control board is defective.
Err15 NTC has shorted NTC is unplugged.
NTC is defective.
Err16 NTC not detected NTC is unplugged.
NTC is defective.
Err17 Media bed LEDs defective Defective Media Bed LEDs.
Defective Control board
Err18 Media accent lights defective Defective Media accent lights.
Defective Control board
Err19 Media bed LEDs not detected
Media Bed LEDs disconnected.
Defective Media Bed LEDs.
Defective Control board
Err 20 Media accent lights not detected
Media accent lights disconnected.
Defective Media accent lights.
Defective Control board
Err 21 Flame LEDs not detected
Flame LEDs disconnected.
Defective Flame LEDs.
Defective Control board
Err 22 Flicker motor not detected
Flicker motor is disconnected.
Defective Flicker motor.
Defective Control board .
Err 23 Relay board not detected Relay board is disconnected.
Defective Relay board.
Err 24 Control board not detected Control board is disconected.
Defective Control board .
Err 25 Display board not detected Defective Display board.
Defective Control board .
App
For troubleshooting information related to the Flame Connect app,
please visit www.dimplex.com/fcapp
1-888-346-7539 | www.dimplex.com
In keeping with our policy of continuous product improvement,
we reserve the right to make changes without notice.
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A BRAND OF GLEN DIMPLEX AMERICAS