Support

FREQUENTLY ASKED QUESTIONS

Window air conditioners

• What size window air conditioner do I need?
  Units should be selected according to room size, matching room size with the correct BTU output. Keep in mind, rooms with large windows and direct sunlight require a unit with a higher BTU capacity. See our Buying Guide for more information. 5,000 BTU = 150 sq. ft. 6,000 BTU = 250 sq. ft. 8,000 BTU = 350 sq. ft. 10,000 BTU = 450 sq. ft. 12,000 BTU = 550 sq. ft. 15,000 BTU = 700 sq. ft. 18,000 BTU = 1,000 sq. ft. 24,000 BTU = 1,500 sq. ft.
• What type of outlet do I need for my unit?
  For Denali Aire Window ACs, the 5,000-15,000 BTU models use a 15A-115V outlet and the 18,000 - 24,000 BTU models use a 20A-230V outlet.
• Can I use an extension cord with my air conditioner?
  Do NOT use an extension cord, outlet adapter, or remove the grounding prong. This is not only for your safety as these things can cause fire hazards, but also to maximize the performance and longevity of your unit.
• What are the operating temperatures of these units?
  For optimal performance, the operating temperatures for these units are: Outdoor 61 ~ 110F, 80% Relative Humidity (RH); Indoor 61 ~ 90F, 80% Relative Humidity (RH). Working outside of these temperatures can decrease the overall performance of the unit.
• What type of refrigerant do these units use?
  While both R32 and R410A are considered environmentally safe there are a few differences to note. R410A has an ODP (Ozone Depletion Rate) of 0 and a GWP (Global Warming Potential) of 2,090. R32 refrigerant has an ODP of 0 and a GWP of 675. R32 is the most efficient and environmentally friendly refrigerant available.
• Do I remove the foam on the inside of the unit?
  Do NOT remove the white foam that is visible through the louvers inside of the unit. This foam helps insulate the unit, blocks sound from the compressor and guides the airflow. For models 1DAC24K/1DACH24K you must remove shipping blocks and packing foam attached with zip ties located on the inside of the unit between the compressor and fan motor.
• Water is collecting inside of the unit. Is this normal?
  This is normal, especially on days of heavy rain or high relative humidity. If you think your unit is collecting too much water, ensure that your unit is installed with a slight downward slope toward the outside, allowing the accumulated water to drain out. Do NOT drill additional holes anywhere on the unit, as these units are manufactured with a drain hole for excess water. Doing so will void the warranty.
• What do I do when the Filter light appears?
  After the fan motor runs for a total of 500 hours (250 hours for 1DACS10K), the Filter light will turn on as a reminder to clean the filter(s). Once they’ve been cleaned, simply press the Filter button to reset the reminder. To clean the filter, use liquid dish soap or mild detergent and warm water. Dry filter completely before placing it back into unit. Alternatively, you may vacuum the filter to remove dust particles.
• How do I clean and maintain my window air conditioner?
  Check filter at least once a month according to instructions in the User Manual. Clean the cabinet and front panel of the unit with a damp cloth in a solution of warm water and mild liquid soap, then wipe dry. Note: Avoid soaking the control panel of the unit with too much liquid; this may cause damage to the unit.
• How do I store the unit for the off-season?
  To store the air conditioner for an extended time period, remove the unit from the window according to the instructions. Remove batteries from the remote, keep the unit upright, cover in plastic, or place in the original box; store in a cool, dry place.
• Why does the air conditioner need to be upright for 24 hours before running for the first time?
  This is necessary so the oils in the compressor settle; not doing so can affect the performance of the unit.
• How does the “I Feel” or “Follow Me” function work?
  Depending on the model number, “I Feel” or “Follow Me” enables the remote to function as a thermostat. When activated, the remote takes the temperature at its current location, sending a signal to the air conditioner to optimize the temperature around you. During this operation, make sure there is nothing blocking the path between the remote’s and the unit’s sensors; max distance for this function is 16 feet.
• Are these units Energy Star Rated?
  The following Denali Aire window air conditioners are Energy Star: 1DAC6K, 1DAC8K, 1DAC10K, 1DAC12K, 1DAC15K, 1DAC18K, 1DAC24K
• Does my unit Heat and how does it work?
  Only models 1DACH18K and 1DACH24K have Heat mode; where the H identifies Heat. These units are primarily used for cooling but do have electric heat. When this mode is active, the unit pulls in outside air, passing it over electric strips to produce warm air. This function is meant only to supplement, not to be used as a main heating source. Note: heating output will be less than the unit’s cooling capacity.
• How do I install a casement air conditioner in a sliding or crank window?
  For casement window openings, we recommend 1DACS10K. This unit is intended to be installed with a maximum 16 ¼” W x 39 ½” H, minimum 15 ½” x 21 ⅓” window. In cases where the supplied panel is too big you can cut the panel to size. This unit will not work with crank operation windows, unless the hinge, sliding arm, and windowpane are first removed. We recommend hiring an experienced technician to assist with the install.

Quick Connect Mini-Splits

• Can the line set be altered to be shorter or longer?
  No, the line sets are pre-charged with refrigerant and cannot be altered in any way, doing so will void the warranty.
• What can I do with the extra line set if I don’t need it all?
  Coil the line set behind the condenser, preferably laying it flat or horizontal on the ground.
• Does this system need to be evacuated?
  These units are evacuated at the factory and pre-charged with refrigerant.
• The room I am trying to cool is 500 square feet. What size unit should I buy?
  The answer for this can be tricky because it depends on various factors including ceiling height, how many windows, how well the room is insulated and so on. Visit our Buying Guides to get a better understanding of how to size your system, but the general rule of thumb is: 9,000 BTU = up to 350 Square feet 12,000 BTU = up to 500 Square feet 18,000 BTU = up to 750 Square feet 24,000 BTU = Up to 1,000 Square feet
• Do the refrigerant lines come off the right or left side of the unit?
  Technically, they come off of the right side, but you have the option of going out either side.
• How will this system perform when it is 0°F degrees outside?
  These systems start to lose efficiency at 32°F, but they will operate down to -4°F. These are not meant to be a primary heat source. At 0° they will not produce much heat.
• Do these units use gas or electric to run?
  These units are 100% electric.
• Are these systems Energy Star rated?
  Yes
• Can this unit be connected to a Nest Thermostat?
  No, the only 3rd party thermostat that will work with these units are the Cielo Breez and Breez Plus.

AI Home App for Quick Connect Mini-Splits

• What app should I download for my Denali Aire Quick Connect system?
  Denali Aire Quick Connects use the AI Home app to control the system on a mobile device. The AI Home app is available for iOS devices in the App Store and for Android devices in the Play Store — search “AI Home” to find the app.
• What email should I expect to send me a verification email?
  The AI Home app requires registration for use. When you register your device, you will receive a verification email from an address ending in “@hisense.com”. If you do not receive this email, check your junk folder.
• Why can’t I reset my password using the “forgot password” link?
  If you attempt to incorrectly log into your account 5 times, your account will be frozen for 30 minutes. Once 30 minutes has passed, use the “forgot password” link to reset your password.
• Why doesn’t my AI Home app work anymore?
  Your mobile device or app likely needs to be updated. If your mobile device is not up to date, update your phone. Once your phone is updated to the latest operating system, update the AI Home app to the latest version.