Troubleshooting and FAQs

Find answers to common questions and simple technical troubleshooting steps.

Frequently Asked Questions

No. Connecting a wall thermostat to our devices at the same time as the built-in one could cause overheating, premature wear and tear, and possible breakage. Also, connecting a wall thermostat limits the use of the smart functions of your integrated thermostat, which enable you to save money. If the use of a wall thermostat is important for your comfort, we offer the AWC as a solution, which will enable you to connect multiple devices and control them remotely, just like with a thermostat.

The ideal location is close to cold air sources, to ensure your comfort. Nevertheless, it is not necessary to install them underneath a window. Our devices can, for example, be installed on the wall adjacent to a cold air source. The main requirement is to keep the unit clear. The hot air must circulate freely, in order for heat to be distributed evenly.

Locate the product label on the unit. It is usually on the side, back, or inside the upper gate of the unit. The model number has four digits starting with 7 (A). Wattage is determined by the number after the letter “C“ or “B‘’, depending on the unit. Otherwise, it is always written below (B). The year of production is found next to the logo (D).Example: 7825-C20 – Model: 7825 Wattage: 2000 watts

The manual “Reset” button (installed on some devices only) is located on the back of the device, under a protective metal cap (see image below). Press the button to restart your device. If there is no manual “Reset” button, this means that your Convectair unit is equipped with an automatic system. If so, when the unit is ready to restart, it will do so automatically.

Radiant heaters provide soft, enveloping and perceptible heat, like the sun’s rays. They are the ideal choice for those who are always cold, and for rooms with large windows. Natural convection heaters draw air in at the bottom of the device, warm it up, and then diffuse it, in a pleasant, consistent and silent way, throughout the room. They are the ideal choice for living rooms and bedrooms.

The Apéro is a simplified version of the Allegro II. Both are equipped with the same heating element and thermal sensor, and offer the same range of wattage. The more affordable Apéro has a more classic aesthetic. As for the Allegro II, it offers 3 different heights and a more modern look.In terms of programming, both units are compatible with the Wall-mount controller (AWC), but only the Allegro II can lodge the Programmer. The Apéro offers you flexibility, with its 120V (plug-in style) version.

2 Years against all defects 5 Years on heating elements

Yes. We stock all the parts needed to repair your Convectair devices. Nevertheless, we recommend contacting one of our specialized service centres, by visiting the “Contact” page, in order to repair your unit. Some of the centres even offer a home delivery service!

If your screen displays this information, it means that either the temperature or the mode option of the thermostat is locked:

Temperature: Simultaneously press the “+” and “-“ buttons for 3 seconds. Mode: Switch off your device, and press the “Start” and “Mode” buttons simultaneously. Turn your device back on, by pressing the “Start” button.
These steps enable you to lock or unlock your keyboard.

Product FAQs

The problem lies not so much in the thermostat itself, but rather in the thermal sensor. Usually installed at 5 ft (1.50 m) from the ground, thermal sensors on wall thermostats don’t detect the cold areas, generally at the bottom of the room, as well. Our units’ built-in thermal sensors, installed at 4 in (10 cm) from the ground, measure the air where it is the coldest. This 4-in from the ground positioning also enables the heater to quickly adjust its temperature, in tune with the slightest temperature fluctuations in the room. With your Convectair unit, you will have stable, accurate, consistent and efficient comfort.

Yes. The Impresario’s tempered glass front panel is highly shock-and scratch-resistant. In addition, it requires little maintenance.

Our devices are endowed with low thermal inertia, resulting in slow heat diffusion. This means that our devices create gentle and prolonged heat. For example, the front panels of our Impresario heaters, either made of tempered glass or lava rock, have low thermal inertia, and therefore produce comfortable and enveloping heat.

Our Natural convection and Radiant heaters are completely silent, because such heating technologies do not require a fan. Moreover, they are equipped with a monoblock heating element, which eliminates any crackling noises. As for our Fan-forced heaters, they are usually installed in bathrooms, and fitted with cylindrical turbines, creating less noise than other conventional Fan-forced heaters available on the market.

Our Towel heaters combine several heating technologies to warm your towels, but also your bathroom. Natural convection or Radiant heat is typically used to create stable heating in the room, and to warm your towels. The Fan-forced heater at the bottom of the unit, combined with its timer, is used to provide extra heating (on demand) for greater comfort in the bathroom.

The fan is activated directly on the unit’s thermostat. Its appearance can vary: a scroll wheel on our older devices, or buttons, on our newer electronic thermostats. Lengths of time can also differ from heater to heater. For electronic thermostats, the timer ranges from 0 to 90 minutes, or even 120 minutes (depending on devices), while for scroll thermostats, the timer ranges from 0 to 30 minutes.

It’s possible to lock the thermostat’s controls, making it tamper proof, especially for children. The method for locking the keys varies depending on the thermostat model. For information on how to lock your heating temperature and your heater’s heating modes, please consult the installation instructions for your device.

All bathroom heaters are designed with cabinet-splash-proof constructions, so you can fearlessly enjoy their power.

Yes. Our Radiant devices are safe, as they are designed to prevent children from touching the heating elements. However, the front panel technology enables heating at a higher temperature than our traditional Natural convection heaters. To become familiar with all the necessary precautions, please consult the installation instructions for your device, or call us, at 1 800-463-6478.

Yes. All devices on the Canadian market have the Canadian CSA certification, and those sold in the United States have the CSA US warranty. Beyond that, our devices also fulfill the highest European certification standards, in terms of quality and safety.

All our products are designed, manufactured and tested in our factories in France. We only use materials of the highest quality, which are recyclable and designed to last.In addition, in 2013, our devices received the France Garantie distinction, certifying that the entirety of manufacturing is carried out in France. Such production quality control enables us to guarantee the highest quality and performance of our devices.

The Jazz is specially characterized by its 3 towel bars, which are perforated on the bottom. The hot air produced by the fan’s 1000W is directed into the bars, then directly infused into your towels through the air ducts. The result: warm towels awaiting you after your shower!

First Aid FAQs

Please check the following simple things:

  1. Verify that the circuit breaker in the distribution panel is at the "ON" position.
  2. Verify that the “Power” button on the heater is at the "ON" position.
  3. Turn on the timer function (in the case of a bathroom heater).
  4. If there is still no heat emanating from the unit, check the thermal security (small button on the back of the device), on devices with manual reset safeties only.
  5. If, after all of these verifications, your unit is still not working, call Convectair or one of our certified service centres. To find a certified service centre, go to the “Contact” page.


The manual “Reset” button (installed on some devices only) is located on the back of the device, under a protective metal cap (see image below). Press this button to restart your device. If your unit does not have a manual “Reset” button, this means that your Convectair unit is equipped with an automatic system. If so, once the unit is ready to restart, it will do so automatically.

Installation and maintenance FAQs

Absolutely. Unlike other devices that are installed straight onto walls, Convectair units are installed on a mounting frame, which separates the heater from the wall, by ¾ in (2 cm). This prevents much of the heat produced by the device from being lost through contact with the wall.

We recommend that you keep the box for at least 1 month. This will help make transportation easier, if you need to exchange the unit, in the case of a manufacturing defect, for example.

Installation height varies, based on the product model. Natural convection and Radiant heaters are usually installed between 4 and 6 in (10 and 15 cm) from the floor. Towel heaters and Fan-forced heaters have varied installation heights. We recommend that you consult the installation manual for your device for full installation details.

We recommend having your Convectair heaters installed by an electrician, in accordance with national and regional codes. To find the nearest installer, consult our “Where to buy” section.

To provide optimal performance, your Convectair heaters require a minimum of maintenance. Simply use the vacuum cleaner and a damp cloth a few times during the heating season. As a preventative measure, it is advisable to clean the bottom inlet grid frequently, especially for devices installed in the kitchen, or in locations often exposed to cigarette smoke. Never use abrasive products, which could damage the epoxy coating.

First you need to turn the power off. For Natural convection heaters, press the anchor tabs located on the back of the device (see image below). The unit should lean towards you, then you simply need to pull it forward and out of the mounting frame. For vertical Towel heaters, such as the Impresario 1200, turn the latch, rotate the device on the mounting frame, and simply lift it out of the frame. If you have any questions, please refer to the installation manual for your device, in the “Documentation” section, or contact our Customer service department, at 1-800-463-6478.

One of the major perks of 120V (plug-in style) devices is their easy installation. Simply install the mounting frame of your product onto the wall, then plug your heater into a standard 120V household outlet. That was easy! A dedicated electrical circuit may be required.In what type of wall should I install my recessed units?Our recessed units can only be installed into the wall between studs (2” X 4”). They can be installed just as easily on an outside wall as on an interior one.

Don’t worry. The Impresario’s tempered glass facade can be cleaned very easily. For fingerprints, simply remove them with a wet cloth. For dust, a dry cloth will do. Be sure to avoid using abrasive or acetone-based cleaners on your Impresario, or on any other of our devices, as such cleaners could damage the coatings.

The light is normal, and does not indicate anything dangerous. Some of our Fan-forced heaters are equipped with a saturation light for the dust filter, which is removable for cleaning. When saturated, the light will turn on, and cause the fan to stop. For optimal performance, clean the filter regularly. Consult your installation manual for further details.

During the initial start-up of your device, it is possible that some light smoke may emerge. This is quite normal, and should stop after about 2 or 3 minutes.

In cases of power failure, the Programmer has battery autonomy for 6 to 8 hours. So, during this time, the heating schedule in the system remains programmed. Only the date and time must be reset.

The devices that are compatible with the Programmer module have a slot specifically designed for it, next to the thermostat. Programming of the system can be done either with the module installed in the unit, or outside of it.

Our recessed units can only be installed into the wall between studs (2” X 4”). They can be installed just as easily on an outside wall as on an interior one

Programming FAQs

Scheduling your heating temperatures, based on your home and office schedules, can help you economize energy and money. Indeed, lowering the temperature a few notches during low periods, such as at night or during absences, will result in annual savings.

Convectair devices are equipped with a wire that is unique on the market: the pilot wire. This wire allows you to connect your devices to each other, so they can receive the signals sent by the programmer or the AWC (comfort, economy or frost protection mode, among others).

When this feature is activated, a motion detector located on the right side of the front panel detects when a person is not present, and begins a temperature decrease cycle. After the first half hour of absence, the unit decreases by one degree. It thus decreases by one degree every half hour, for an hour and a half. Once the 90 minutes of absence have been reached, the unit goes into ECO mode (total heating reduction of about 38˚F (3.5˚C). In the end, this drop in temperature results in energy savings.

This feature automatically stops the heater upon detecting a sudden decrease in temperature in the room (i.e. an open window or door). To restart the system in normal mode, simply press the “Function” button.

This button works as a factory parameter reset. The Comfort and ECO temperatures return to the recommended levels of 66˚F (19°C), for Comfort mode, and 60˚F (15.5°C), for ECO mode. This function automatically adjusts the device to an ideal equilibrium between Comfort and Economy.

The “all wheel drive” or “total control system” is the capacity of each unit placed in an open area in which heating needs are different (i.e. in a basement), to independently manage its environment, while working in tandem with other units, to consistently maintain the established heating temperature on your wall control. In short, it’s a great solution for ensuring consistent comfort throughout the room.

The AWC is only compatible with the Apéro and Allegro II, and can control up to 4 devices, or 4000W.

The pilot wire module, as the name suggests, sends its signals via the pilot wire already integrated in our devices. As for the transmitter module, it uses the existing house wiring. In order to transmit its signals, the transmitter module must have a receiver module integrated into another heater