Escea DL Series Questions & Answers

Only suggestion with escea is buy another brand We have have nothing but issues since installing only to have a useless hole in the wall

Thank you for your question, John. We recommend servicing be carried out by an authorised gas service technician. From your description, it’s likely a small component needs replacing, often related to gas supply or the pilot assembly.

These issues are usually straightforward to resolve, and with regular servicing, your Escea DL should provide many more years of reliable use. Replacement is rarely necessary. For further advice or help finding a local service agent, please contact our technical support team on 1800 460 832 or techsupport@escea.com.

Hi Bryan,

Thanks for getting in contact with us. I have sent you an email via our Tech Support channel to discuss the problem.

Hi Brad, Do you get an error code on the remote at all when the fireplace turns itself off? This may give us an idea of why it is shutting down. We recommend replacing the batteries in the remote for good quality ones in case the remote is cutting out which will cause the unit to shut off unexpectedly.

Feel free to give us an email or call at the following for further troubleshooting if needed:

techsupport@escea.com

0800 173 000 NZ 1800 460 832 AU

Thank you Escea Technical Support

Hi Barry, The fireplace may require a service if this has not been done in the last year or so. Please see the following link for service agents in your area: external link  Feel free to give us a call or email to discuss on 1800 460 832 or techsupport@escea.com

Thanks Escea Technical Support

thanks for the reply managed to get it working a day later started first time?

Hi Scott, That is a shame to hear you are having an issue with your fireplace. Please give our friendly Technical team a call or email, and we will be able to troubleshoot with you to get this issue resolved.

0800 173 000 (NZ) 1800 460 832 (AU) 1800 730 140 (WA) techsupport@escea.com

Thank you,

Escea Technical Team

Hello Annemijn, Please give our friendly Technical team a call or email and we will be able to troubleshoot with you to get this issue resolved. 0800 173 000 (NZ) 1800 460 832 (AU) 1800 730 140 (WA) techsupport@escea.com

Thanks,

Escea Technical Team

Hi I am also having an issue with my dl850 the pilot light ignites the first row of burners continuously but then stops won’t light the rest. I have changed the bottles making no difference. Barry

Try to disconnect the power, wait a few minutes and do it again. If it doesn’t work call for help, the customer service is pretty good

Hi Chantelle, You may need to give the battery terminals on the remote a clean if it doesn't switch on. I'd try the AUX start button underneath the fascia if the fire is not responding to the remote.

Please see our D series user guide for the location of the button:

external link 

Feel free to give us a call if you have any issues. 0800 460 832 NZ 1800 460 832 AU 1800 730 140 WA

Logan Jackson Technical Advisor Escea Fireplace Company

Thank you so much!! Tried the above and it works !

Hi Chantelle,

Great to hear, happy heating!

Hi MissM, Thanks for your question. Could you please contact one of our friendly team directly at techsupport@escea.com or call free phone (NZ 0800 173 000, or AU 1800 460 832 or 1800 730 140 for WA). We will be able to help trouble shoot this issue.

Warm Regards,

Logan Jackson Technical Advisor Escea Fireplace Company

Hi Ron, Thanks for your question. Could you please contact one of our friendly team directly at techsupport@escea.com or call free phone (NZ 0800 173 000 or AU 1800 460 832 or 1800 730 140 for WA). We will be able to help trouble shoot this issue.

Looking forward to talking!

Kind regards, Elizabeth Gray-Smith and the Team at Escea Technical advisor

Hi Danny We had a similar issue with our heater just a few weeks ago. I can only say that it turned out to be a solenoid valve assembly. With fitting, total cost came to about $950.00. I hope your problem is cheaper than ours was!!!

Hi Danny, An E2 means your fire has failed to light. This can be caused by insufficient gas supply, fuel bed blocking the pilot or incorrect gas settings. Please give us a call or email to discuss and we can run through some troubleshooting with you.

If your DL1100 has not been serviced in the last last year, I would highly recommend that you contact a service agent. A service ensures that your fire is clean, no build up of soot or dust and ensures it will continue to run efficiently. You can go to our website (NZ external link  or AU external link  and under "Contact", click "Service agents and Support". You can then search for a agent in your area. Otherwise ask us and well will help!

Email: techsupport@escea.com Phone: EA 1800 460 832 WA: 1800 730 140 NZ 0800 173 000

Kind regards, Elizabeth Technical Advisor

My heater is an Escea DL850. Problem has been attributed to controller (replaced), flue (extended) and cowl (soon to be replaced.) If weather is bad (and often when it is perfectly calm) the only way to light the fire that I have found is to direct an electric fan heater in the direction of the sparker for a few minutes and then to try repeatedly with the zapper. The fire works fine when it works, but that's not often.

Hi Danny,

Please see my reply in your other question.

Kind regards, Elizabeth Technical Advisor

Hi CJC, I believe you may be referring to the IB1100. From the troubleshooting you describe, I think you may be referring to the IB Series with it's naturally drafted, open flue. That IB Series fire does require plenty of fresh air supply from the room it is in order to successfully ignite and create adequate flue draw. The DL Series superseded the IB series which is no longer in production and has not been for many years. . The DL Series is a room sealed appliance and uses current technology and is power flued, guaranteeing a constant supply of incoming air and not likely to be affected by weather.

If you are having issues with you fire, I highly recommend you have it serviced. Please feel free to contact me and I can recommend a service agent in your area. Otherwise, take a look at our website (NZ external link  or AU external link  and under "Contact", click "Service agents and Support".

Email: techsupport@escea.com Phone: EA 1800 460 832 WA: 1800 730 140 NZ 0800 173 000

Kind regards, Elizabeth Technical Advisor

If you have a black fascia then some stove bright satin black with do the job.

Thank you for your suggestion. However my fascia is silver.

I wasnt going to paint it. Just wondered if there was anything to touch it up with from Escea. Thank you

Hi Alison, Please send a photo of your fire and your serial number (located under the batteries in the remote) to techsupport@escea.com and I will see if I can make any recommendations. Depending on the mark on the fascia a re-coat may be the only solution as the fascia is powder coated (different from touch up paint or spray paint).

Kind Regards,

Elizabeth Technical Advisor

I haven’t had a problem been great excellent heat ,just finding it hard to get new heat rope seal after 10 years that’s all that’s worn

Have had no problems whatsoever. Important to get the fire serviced as specified, but a great fire, especially with the internet capability.

Hi Graemep, Thank you for your question regarding warranty. I am a Technical Advisor at Escea and I can help answer your question. At Escea our parts warranty is 2 years and the firebox warranty is 5 years. Should you choose to invest in one of our beautiful fires, and in the future find that you need assistance or have any questions, myself and the team at Escea will always do our best to help you.

If you would like, please feel free to call us on our freephone number to discuss at questions (NZ: 0800 173 000, AU (EA): 1800 460 832, AU (WA): 1800 730 140). We also offer a free Architectural Advisory service that can have a look over any plans you have and help choose the best model to heat your home.

Kind regards, Elizabeth Escea Technical Advisor

Hi Vincent B,

Thank you for helping Graemep by answering his question! In regards to the rope seal, please contact me directly at techsupport@escea.com and I will be able to assist you.

Kind regards, Elizabeth Technical Advisor

Hi Margaret, We recommend that you use brand new, good quality, alkaline batteries in your remote. If you have this issue and you haven't changed your batteries to new ones recently, I would recommend doing that first.

If you would like further assistance, such as using your fire with the manual start button, please email me at techsupport@escea.com

I look forward to hearing from you,

Elizabeth

Hi Nebojsa D,

Thank you for your question. Can you please email me directly at techsupport@escea.com with your details and I will contact you to help troubleshoot.

Kind Regard, Elizabeth

You can download the user guide for your model but for our model it means interruption of gas supply or a problem with the flue motor

Hi Cath, we had a small ledge installed above the heater in order to protect the tv and it has done a good job for the past 8 years. Just be sure it’s the right material and can stand the heat too! All the best, Dorothy.

Like most linear fires these days, the heat on the wall is not coming from the heat vent but rather from the rest of the firebox hidden behind the sheeting. Installing shelves will not help with the heat you are talking about as it is coming through the wall, not up the wall if that makes sense. If installed correctly, the sheeting used should be heat proof gyprock or a sheet cement product. It doesn’t stop the wall from getting hot but at least your house won’t burn down. The user/install manual should show or discuss this, especially the fact that nothing heat sensitive like tv’s or artwork etc should be placed in this zone. Please note, I don’t work for Escea but I have twenty years experience in the fireplace industry.

When we had our DL1100 installed, we had the same problem. It's largely been fixed now that the plasterer has applied the final coat. Prior to that, there was a substantial concavity to the wall, so there was a large gap in the middle of the fire between the fascia and the gyp (per the manual, installers should get the wall right first, but the manual is treated more as a guideline over here in NZ). Some of the hot air was therefore going straight up the wall, heating both that and the TV above it. It's now cool enough that we might not bother with the ledge that Dorothy mentions.

So fix that first. We now have a 1-2mm gap, rather than a 5-10mm gap. The plasterer can use the metal frame of the firebox as a guide when skimming. Before that was done, we found using the fan boost helped, presumably as it was forcing the hot air out and away from the wall.

The manual specifically says that you do not require the heat proof sheeting (see manual, B7), so don't worry about doing that. Fix the install, and it should solve the wall heat problem. Given the clearance to the TV, which is 300mm rather than the suggested 590mm (B9), you will likely still need to install a mantle/ledge to protect the TV. B8 gives clearances/protrusions for combustible mantles; my reading of that is you can do what you like with non-combustibles, although presumably if your mantle protrudes more than they suggest in B8, you may experience more heating of the wall, as well as of the mantle itself. Certainly, the stone-product deep mantle we had above the old woodburner got quite hot underneath. The key is to get a qualified opinion other than your installers, as from here it rather looks like they might not have done a great job, and have certainly ignore minimum clearances.

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