Dimplex MULTI-FIRE SL PLF3614-XS User manual

7216350100R01
Models
PLF3614-XS
PLF4214-XS
PLF5014-XS
PLF6014-XS
Installation and User’s Guide
IMPORTANT SAFETY INFORMATION:
Read this manual first before attempting to install or use this electric fireplace. Always comply with the
warnings and safety instructions contained in this manual to prevent personal injury or property damage.
To view the full line of Dimplex products, visit www.dimplex.com
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We value your feedback!

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Table of Contents
Contents
Welcome ....................................................................3
IMPORTANT INSTRUCTIONS ...................................................4
FCC Compliance ............................................................5
Technical Specifications .......................................................6
Electrical Rating .............................................................6
Dimensions .................................................................6
Package Contents ............................................................7
Installation...................................................................9
Placement..................................................................9
Recessed Installation ........................................................10
Wall-mounted Installation .....................................................11
Electrical Installation.........................................................12
Heater Hardware Disconnect ..................................................13
Mirrored Glass Installation ....................................................14
Media Installation ...........................................................14
Front Glass Installation .......................................................15
Operation ..................................................................16
General Operation ..........................................................16
Hidden Touch Controls.......................................................16
Remote Operation ..........................................................16
App ......................................................................16
Resetting the Temperature Cutoff Switch.........................................18
Maintenance ................................................................19
Troubleshooting .............................................................20
Wiring Diagrams .............................................................21
Warranty ...................................................................23
Conventions used in this manual:
!NOTE: Procedures and techniques considered important enough to emphasize.
CAUTION: Procedures and techniques which, if not carefully followed, will result in damage to the
equipment.
WARNING: Procedures, precautions and techniques which, if not carefully followed, will expose the
user to the risk of re, serious injury, or death.

3
Thank you and congratulations for choosing to purchase a Dimplex replace.
Please carefully read and save these instructions.
CAUTION: Read all instructions and warnings carefully before starting installation. Failure to follow these
instructions may result in a possible electric shock, re hazard and will void the warranty.
Please record your model and serial numbers for future reference. Model and serial numbers can be found on the
label located on the label behind the front glass of your replace and on the back of the Installation and User’s Guide
provided with your replace.
Model and Serial Number Label
(behind front glass) QR Code Label
(behind front glass)
Visit www.dimplex.com/fcapp
Welcome
NO NEED TO RETURN TO THE STORE
If you have questions regarding the operation of this product or if you require
service, before returning this product to place of purchase,
Contact us at: www.dimplex.com/customer_support
For Troubleshooting and Technical Support
OR Toll-Free 1-888-346-7539
Please have your model number and product serial number ready.
Model MOD
Serial Number

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When using any electrical appliance, basic
precautions should always be followed to reduce
the risk of re, electric shock, and injury to persons.
These precautions include:
①Read all instructions before using this electric
fireplace.
DANGER: High temperatures may be generated
under certain abnormal conditions. Do not
partially or fully cover orobstruct the front of the
fireplace.
②This fireplace is hot when in use. To avoid burns,
do not let bare skin touch hot surfaces. The trim
around the heater outlet becomes hot during
heater operation. Keep combustible materials,
such as furniture, pillows, bedding, papers,
clothes, and curtains at least 3 feet (0.9 m) from
the front of the fireplace.
③ Extreme caution is necessary when the fireplace
is used by or near children or people with
disabilities and whenever the fireplace is left
operating and unattended.
④Always turn off the fireplace when it is not in use.
⑤Do not operate the fireplace after it malfunctions,
has been dropped, or damaged in any manner.
Disconnect power at the service panel and have
the fireplace inspected by a reputable electrician
before using.
⑥ Do not use this fireplace outdoors.
⑦ Never locate the fireplace where it may fall into a
bathtub or other water container.
⑧Do not insert or allow foreign objects to enter
any ventilation or exhaust opening as this may
cause an electric shock, fire, or damage to the
fireplace.
⑨ To prevent a possible fire, do not block air
intakes or exhaust in any manner.
⑩To disconnect the heater, turn the unit off with
the controls and turn off the power to the heater
circuit at the main disconnect panel.
⑪All electrical heaters have hot and arcing or
sparking parts inside. Do not use it in areas
where gasoline, paint, or flammable liquids are
used or stored.
⑫ Do not modify this fireplace. Use it only as
described in this manual. Any other use may
cause fire, electric shock, or injury to persons.
⑬Do not burn wood or other materials in this
fireplace.
⑭Disconnect all power coming to the fireplace at
the main service panel before performing any
cleaning or maintenance.
⑮When transporting or storing the fireplace, keep
it in a dry place, free from excessive vibration,
and store to avoid damage.
⑯ Always use ground fault protection where
required by electrical code.
⑰ Changes or modifications not expressly
approved by the party responsible for
compliance could void user's authority to
operate the equipment.
CAUTION
RISK OF ELECTRIC SHOCK
DO NOT OPEN
NO USER-SERVICEABLE PARTS INSIDE
SAVE THESE INSTRUCTIONS
IMPORTANT INSTRUCTIONS

5
FCC Compliance
CAUTION: This unit has been tested and found
to comply with the limits for Class B digital
device, pursuant to part 15 of the FCC Rules.
These limits are designed to provide reasonable
protection against harmful interference in a
residential installation. This unit generates, uses
and can radiate radio frequency energy and, if
not installed and used in accordance with the
instructions, may cause harmful interference
to radio or television reception, which can be
determined by turning the unit OFF and ON,
the user is encouraged to try to correct the
interference by one or more of the following
measures:
Reorient or relocate the receiving antenna.
Increase the separation between the unit and the
receiver.
Connect the unit into an outlet on a circuit different
from that to which the receiver is connected.
Consult the dealer or an experienced radio/TV
technician for help.
This unit complies with Part 15 of the FCC Rules.
Operation is subject to the following two conditions:
(1) This unit may not cause harmful interference,
and (2) this unit must accept any interference
received, including interference that may cause
undesired operation.
FCC CAUTION: Any changes or modications
not expressly approved by the party responsible
for compliance could void the user’s authority to
operate this equipment.
IMPORTANT INSTRUCTIONS
WARNING: This product can expose you to
chemicals including nickel which is known to
the State of California to cause cancer. For more
information, visit www.P65Warnings.ca.gov

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Electrical Rating
Voltage: 120 V
Power: 1500 W
UL Listing
File Number: E71416
Model Reference
PLF3614-XS 6910470100
PLF4214-XS 6910470200
PLF5014-XS 6910470300
PLF6014-XS 6910470400
Product Dimensions
Technical Specifications
Model A B
PLF3614-XS 33 ¼" 845 mm 37 ¼" 946 mm
PLF4214-XS 39 ¼" 997 mm 43 ¼" 1098 mm
PLF5014-XS 47 ¼" 1201 mm 51 ¼" 1301 mm
PLF6014-XS 57 ¼" 1455 mm 61 ¼" 1555 mm
Figure 1
A
B
13"
330 mm
19 ½"
497 mm
3 7/8"
99 mm
3 ¾"
97 mm

7
Package Contents
Quantity
Image Description PLF3614-XS PLF4214-XS PLF5014-XS PLF6014-XS
Firebox 1 1 1 1
Front Glass 1 1 1 1
Mirrored Glass 1 1 1 1
Wall-mount Bracket 1 1 1 1
Media Bed 1 1 1 1
Remote Control 1 1 1 1
Installation and
User’s Guide 1111
Bag of Acrylic
Crystals 1122
Do not dispose of the suction cup after
installation. Keep it in a secure location as it
will be helpful for maintenance and service of
the unit.
Suction Cup 1111

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Hardware Kit
Media Bed Brackets 2 2 2 2
Mirrored Glass
Bracket 1122
1" Wood Screws 5 5 5 5
Black M3x10 Screws 7 7 10 10
Bubble Level 1 1 1 1
Package Contents

9
Placement
This replace can be fully recessed into a wall with 2x4 framing or mounted on the wall.
!NOTE: It is recommended that the bottom of the unit be mounted between 20" (51 cm) and 40" (102 cm) from
the ground to maintain an optimized viewing angle of the ame.
WARNING: The top of the replace must be installed a minimum of 24" (61 cm) from the ceiling.
The replace must be installed a minimum of 5" (13 cm) from the ground
Installation in a Bathroom
If this unit is installed in a bathroom it must be protected by a GFCI receptacle or circuit. If a receptacle is used it
must be readily accessible.
This electrical appliance is NOT watertight. To prevent electric shock, it must be installed as to prevent water from
entering the unit, or installed away from showers, tubs, etc. Never locate replace where it may fall into a bathtub or
other water container.
Wi-Fi
For installations where the use of the Flame Connect app is desired, ensure the replace is located within range of a
Wi-Fi network. For up to date information about the app, please visit www.dimplex.com/fcapp
Installation Recommendations for Overhanging Objects
For overhanging temperature-sensitive objects, such as a television, a mantel, or artwork, always follow the
recommendations provided by its manufacturer for installation over a heater.
!NOTE: Using normal heat mode, surfaces 7” (18cm) above the replace will not exceed 40° C, as long as
installation procedures are followed and heater inlet and outlet are not obstructed.
Installation

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Recessed Installation
Installation
Electrical Cover
1. Remove the side cover panels from the replace by
removing the 5 screws on each of the cover panels
(4 on the back of the replace, 1 on the bottom).
(Figure2)
2. If a trimless installation is desired, remove pre-
installed trim by removing the screws (number of
screws will vary by model). (Figure 3)
!NOTE: The pre-installed trim helps conceal
imperfections in the drywall edges against
the replace and gives the replace a nished
appearance.
3. Prepare a framed opening, following the dimensions in
the table below. (Figure 4)
Framing Dimensions
Model Width Height Depth*
(mininum)
A B C
PLF3614-XS 37"
940 mm
19"
483 mm
4"
102 mm
* Includes
½" drywall
PLF4214-XS 43"
1092 mm
PLF5014-XS 51"
1295 mm
PLF6014-XS 61"
1549 mm
CAUTION: This replace is NOT load-bearing. Ensure
the opening for the replace is framed in such a way
that the weight of the building materials will not create
pressure on the top of the replace.
!NOTE: Wiring is performed at the bottom right back
corner of the rebox. (Figure 5) Plan the framing to
allow routing the power cable to this location.
4. Install and nish drywall as desired.
5. Remove the 3 screws that secure the electrical cover
to complete the wiring. (Figure 5)
6. Complete the wiring according to instructions in the
Electrical Installation section (pp. 12-13). Reinstall the
electrical cover after wiring is complete.
7. Lift the rebox into the opening in the framing.
8. Level the rebox. A bubble level is included in the
hardware kit provided.
Figure 2
Figure 3
Figure 4
Figure 5
CAB

11
Wall bracket anges inserted in slots
Installation
9. Drive 4 screws through the mounting holes located
on the inside sides of the rebox into the surrounding
frame. (Figure 6)
CAUTION: Ensure the air intake and heater exhaust
are not obstructed in installation. These are located
behind the front grill.
10. Follow the instructions for installing the mirrored glass,
media bed, and front glass (pp. 14-15).
Figure 6
Wall-mounted Installation
1. If using the optional power cord accessory
(PLFXSPLUG, sold separately), install it following the
instructions in the wiring section (p.13).
2. Remove the 3 screws that secure the electrical cover
to complete the wiring. (Figure 5)
3. Complete the wiring according to instructions in the
Electrical Installation section (pp. 12-13). Reinstall the
electrical cover after wiring is complete.
4. Position mounting bracket in desired location on the
wall and ensure that it is level using the provided
bubble level.
5. Use 2 of the provided mounting screws to attach the
mounting bracket onto wall. The mounting screws
must be inserted into wall studs.
6. Lift the replace onto the mounting bracket. (Figure8)
The anges from the mounting bracket should be
inserted into the slots on the back of the replace.
(Figure 9)
7. Follow the instructions for installing the mirrored glass,
media bed, and front glass (pp. 14-15).
Figure 7
Figure 8
Figure 9

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Electrical Installation
WARNING: The installation of the electric replace must comply with the applicable Local and/or National
Electrical Codes and utility requirements.
CAUTION: A dedicated, properly fused 15 Amp circuit is recommended, rated for 120V. A dedicated circuit
will be required if, after installation, the circuit breaker trips or fuse blows on a regular basis when the heater is
operating. Additional appliances on the same circuit may exceed the current rating of the circuit breaker.
!NOTE: If required, the service cable can be secured through the electrical cover using a ½” (1.3cm) approved
strain relief connector.
120 V Hardwire Installation (Figure 10)
WARNING: Use the appropriate wire to meet local and national electrical codes for rated power consumption.
1. Connect the black L wire from the unit to the live wire from the power supply with a wire connector.
2. Connect the white N wire from the unit to the neutral wire from the power supply with a wire connector.
3. Connect the green G wire from the unit to the ground wire from the power supply with a wire connector or attach the
grounding wire to the cover with the provided grounding screw, by placing the wire between screw and lock washer
and tighten.
4. Ensure all wire connections are tight.
Installation
FIREPLACE JUNCTION BOX
120 V
POWER
SUPPLY
(BREAKER
PANEL)
WHITE - N
WHITE – N
BLACK – L
GROUND - G
BLACK – L1
FIREPLACE JUNCTION BOX
240 V
POWER
SUPPLY
(BREAKER
PANEL)
WHITE - N
RED
–
L2
RED
–
L2
WHITE – N
BLACK – L
GROUND - G
GROUND - G
BLACK – L1
GREEN –G
Figure 10
120V Installation - Wall Switch (Figure 11)
!NOTE: Use a single pole, single throw (On/Off) wall switch that is rated for a minimum of 15 amps.
WARNING: Use the appropriate wire to meet local and national electrical codes for rated power consumption.
1. Connect the black L wire from the unit to the live wire from the main power through the wall switch, ensuring all live
connections are connected with a wire connector.
2. Connect the white N wire from the unit to the neutral wire from the power supply with a wire connector.
3. Connect the green G wire from the unit to the ground wire from the power supply with a wire connector or attach the
grounding wire to the cover with the provided grounding screw, by placing the wire between screw and lock washer
and tighten.
4. Ensure all wire connections are tight.
FIREPLACE JUNCTION BOX
120 V
POWER
SUPPLY
(BREAKER
PANEL)
WHITE - N
BLACK – L1
WHITE – N
BLACK – L
GROUND - G
WALL
SWITCH
GREEN –G
Figure 11

13
Heater Disable
Installation
Optional Plug Kit (PLFXSPLUG, sold separately)
1. Remove the 3 screws that hold the electrical cover plate. (Figure 5, p.10)
2. Connect the black L wire from the unit to the black wire of the plug kit.
3. Connect the white N wire from the replace to the white wire from the plug kit.
4. Connect green G wire from the replace to the green wire from the plug kit.
5. Ensure all wire connections are tight.
6. Secure the power cord’s pre-installed cover plate using the screws removed when removing the electrical cover plate.
The previously removed electrical cover plate can be disposed of.
WARNING: This heater is not intended for use with an extension cord. Plug the cord directly into an appropriate
wall receptacle.
Heater Hardware Disconnect
The replace heater can be permanently disabled by removing the electronic jumper on the main control board.
!NOTE: Heater hardware disconnect will permanently disable the heater and fan. Follow these instructions only
when an installation without heat is required. Temporary disabling of the heater can be achieved through the
hidden touch controls. See “Heat Disable” in Operation section (p. 17) for instructions.
To disconnect the heater and fan permanently:
1. Locate the main control board. The heater hardware disconnect jumper location is labeled
“Heater Disable”. (Figure 12).
2. Pull out the heater hardware disconnect jumper.
Heater Hardware
Disconnect Jumper
Figure 12

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Mirrored Glass Installation
1. Attach the provided suction cup to the reective
side of the mirrored glass. Ensure the suction cup is
securely attached.
2. Using the suction cup to assist, lift the mirrored glass
and place it into the bottom crevice at an angle.
3. Tilt the glass up into position. The mirror will remain at
a slight angle by design. (Figure 13)
4. Secure the mirror using the mirror retaining brackets
and screws provided. (Figure 14)
CAUTION: Ensure the mirrored glass does not fall
forward while the mirrored glass mounting brackets
are being installed.
5. Remove the suction cup and clean any ngerprints or
debris off the glass with a non-abrasive glass cleaner.
!NOTE: Do not dispose of the suction cup! Keep it in a
secure location, as it may be needed for maintenance
and service on this replace.
Mirrored Glass Bracket
(Quantity varies by model)
Installation
Media Installation
1. Position the media bed and secure it using the
provided brackets and screws. (Figure 15)
2. Disperse the provided acrylic crystals evenly across
the media bed.
It is possible to use custom media ornaments to
decorate your rebox. The custom media must t
easily without scratching the glass or bowing the
media bed, and must not be composed of sand or
liquid, which could interfere with the safety of the
rebox.
Figure 13
Figure 14
Figure 15
Figure 16

15
Installation
Figure 17
Front Glass Installation
1. Ensure there are no debris or nger prints on the mirrored
glass or on the back of the front glass before you begin.
2. Secure the provided suction cup on the front glass,
ensuring it cannot be pulled off.
3. Lift the glass using the suction cup, and align the
4 mounting brackets on the front glass with the
corresponding slots on the replace.
4. Insert the mounting brackets into the slots and gently
release the glass so that it may drop into its nal position.
5. Remove the suction cup and clean any ngerprints or
debris off the front glass with a nonabrasive glass cleaner.
!NOTE: Do not dispose of the suction cup! Keep it in a
secure location, as it may be needed for maintenance and
service on this replace.

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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 on or off.
Flame Color
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
General Operation
WARNING : This electric rebox must be properly installed before it is used.
!NOTE: The element retains heat after shutdown. When the heat is turned Off, there is a 5-minute cool down period
before the fan shuts off completely.
!NOTE: The replace will retain the previously used settings after a power interruption.
Hidden Touch Controls
The hidden touch controls are located on the upper right of the replace. (Figure 18)
Remote Operation
The replace is supplied with a multi-function IR remote control. (Figure 19)
!NOTE: To operate correctly, the remote control must be pointed towards the front of the unit.
App
The replace is capable of being controlled using the Flame Connect app for mobile devices. For up to date
information about the app, please visit www.dimplex.com/fcapp
Operation
Figure 18
Figure 19

17
Flame Speed Press repeatedly to cycle through the 5 ame speeds.
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 the and the 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 decrease the temperature setting.
Temperature
Decrease Press to increase 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 the and the at the same time for 3 seconds. This action must be
performed on the hidden touch controls.
Brightness
Press repeatedly to cycle through the brightness and icker modes.
Solid L- Low Brightness
Solid H- High Brightness
Cycle L- Low Brightness with ickering media bed lights
Cycle H- High Brightness with ickering media bed lights
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 0appears on the display.
While the timer is active, press the timer button to see the time remaining.
Moods
Press repeatedly to cycle through the 8 different Moods, which will change the
colour of the media bed lighting.
1 - White
2 - Blue
3 - Violet
4 - Red
5 - Green
6 - Prism — media cycles through colors
7 - Prism — media cycles through colors at a faster speed
8 - Midnight mode — media bed lighting is off
Custom Color
Freeze the media bed lights to a custom color.
When in one of the Prism modes (see Moods), press while the desired color is
displayed to freeze the cycle on that color.
Press again to resume the color cycle.
Operation

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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-F network if
connected. This action must be performed on the hidden touch controls.
Resetting the Temperature Cutoff Switch
Should the heater overheat, a manual limit cut-out will turn the unit off and it will not come back on without being
reset. If the button on the unit is pressed, Err 1 will be displayed on the unit. It can be reset by turning the unit off
at the main disconnect panel and waiting 5 minutes before turning the unit back on.
CAUTION: If you need to continuously reset the heater, turn the unit off at the main disconnect panel and call
technical support at: 1-888-346-7539.
Operation

19
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.
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 fireplace. 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.
Servicing
Except for installation and cleaning described in this manual, an authorized service representative should perform
any other servicing.
Remote Control Battery Replacement
1. Depress tab and pull out to release battery compartment on bottom of the remote
control.
2. Correctly install one 3 Volt (CR2032 [longer life] or CR2025) battery in the
battery compartment
3. Insert the battery compartment.
Battery must be recycled or disposed of properly. Check with your Local
Authority or Retailer for recycling advice in your area
Maintenance
Push
Remove
Figure 20

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Troubleshooting
Problem Display Cause Solution
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)
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.
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,
re-install shunt 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.
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.
Error Code is displayed
Err 1 Temperature cutout is activated
Reset breaker and wait 5 minutes
before turning unit back on it. If
error persists, see Service Manual.
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 7 Fan is slow See service manual.
Err 8 Element error See service manual.
Err 9 Element not detected See service manual.
Err10 Fan not detected See service manual.
Err11 Fan error See service manual.
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 Thermistor error See service manual.
Err15 NTC has shorted See service manual.
Err16 NTC not detected See service manual.
Err17 Media bed LEDs defective See service manual.
Err18 Overhead LEDs defective See service manual.
Err19 Media bed LEDs not detected See service manual.
Err 20 Overhead LEDs not detected See service manual.
Err 21 Flame LEDs not detected See service manual.
Err 22 Flicker motor not detected See service manual.
Err 23 Relay board not detected See service manual.
Err 24 Main control board not detected See service manual.
Err 25 Display board not detected See service manual.
For more troubleshooting, consult the
PLF-XS Service Manual which can be found at
www.dimplex.com/customer_support/technical_and_troubleshooting