Frequently Asked Questions

Dexen models

Q. Why is my fireplace not responding to the remote?

A1. The remote may have flat batteries – please replace and try again.
A2. The remote has a child lock setting which may be enabled – hold down the RED on/off button for 5 seconds or so. The screen should light up which enables the remote.
A3. The fireplace may be in lock-out. This is a safety feature built into the unit. Reset your isolation switch and try again.
A4. The remote may have fallen out of sync with the fireplace, please re-sync the remote to the fireplace and try again.
A5. If you have done all of the above steps, please fill out a service form and we will organise for a technician to contact you.

Q. Why is the fan not turning on?

A1. The fan has an inbuilt delay of 3 minutes – some of the original units may have a delay of up to 7 minutes.
A2. If it is a brand new unit, the fan has to be programmed to turn on. Using the remote, turn the fan off and back on again. You may need to do this twice or so.

Q. Why is my fireplace turning off by itself?

A1. The thermostat setting on the remote may be turned ON. This will turn the fireplace off after the room has reached a certain temperature. Turn the thermostat setting off on the remote and try again (refer to remote instructions).
A2. The fireplace may be going into lock-out. This is a safety feature built into the fireplace so that if it detects a fault or possible issue, it will turn itself off. Reset the unit via the isolation switch and try again.

Q. Why is my fireplace not responding to the remote?

A1. The remote may have flat batteries – please replace and try again.
A2. Check to see if the module has power to it by pressing in the RESET button with a paperclip; if you hear a beep, then the module has power – Proceed to A3.If you do not hear a beep, unplug the power pack (located next to the reset button on the side) and place 4 AA batteries in the battery compartment on the top of the module. Press in the reset button again and you should hear a beep. If you hear a beep this means that the power pack is faulty and will need replacing. The unit can operate off batteries in the meantime.
A3. The remote may have fallen out of sync with the fireplace, please re-sync the remote to the fireplace and try again.

Q. Why is the fan not turning on?

A1. The fan will not turn on until the heat chamber is adequately heated – wait 5-10 minutes.
A2. The fan control knob is in the OFF Position – turn to LOW or HIGH position.
A3. There may be a fault with fan ignition system – if you have done all of the above steps, please fill out a service form and we will organise for a technician to contact you.