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FREQUENTLY ASKED QUESTIONS
1.
There is a hissing noise coming from the heater. Is this normal?
This is a normal occurrence when the humidifier activates and will vary in timing and intensity.
2.
There is condensate on the inside of the glass. Is this normal?
Yes this is quite common especially from a cold start but will dissipate after a period of time.
3.
The humidifier isn't working. The hissing noise has not been heard for quite some time?
If the humidifier was faulty the heater would cease to operate. The amount of t imes the
humidifier will come on during operation of the heater will vary during the year due to things
like ambient temperature, humidity, flue type, flue length and whether the heater is running on
low medium or high.
4.
How do you clean the glass on the outside if something has burnt to it?
Best results are achieved by using the edge of a blade or a glass scraper. Once the burnt material
is removed you can then clean the glass with car cut and polish.
5.
Fan keeps jumping between low and medium or medium and high speed. Is this normal?
Yes. It is even more common when running burners individually. The fan speed is automatically
controlled by a thermal resistor which is sensitive to firebox and ambient temperatures.
6.
Glass is going black. Is this normal?
No. If the glass has sooted up that you start having difficulty seeing through it this is not normal.
Nor is having large build up of soot forming on the logs. Please note: It is normal for some soot
to form around the lower and side edges of the glass. Note: if you notice door glass going black
switch off the heater immediately and get heater inspected.
7. There is a flame on the front burner but only a glow on the back burner. Is this normal?
Yes. Predominantly this is correct but there may be slight variations in flame patterns due to gas
type, flue length and flue type. Also gas pressure settings will affect flame patterns and the
amount of glow.
8. Can you select a fan speed?
No. The fan is fully automated and controlled by firebox temperature only.
9. Can the heater sit directly on carpet?
Yes. The heater is tested and approved as a zero clearance unit to combustibles on the base,
sides, top and rear.
10. The heater is giving off strange odors. Is this normal?
Yes. This can occur from the environment that the heater is in. The firebox in the heater is a
sealed unit and sucks air in for combustion and expels odor out of the flue. However, internal
convection air is taken from the room or environment the heater is sitting in and circulated over
the outside of the firebox. Ie. Cooking smells, dirty/damp clothing, or pet smells can be sucked
in and stores in fine fins at the rear of the heater, then heated back up and amplified into the
room via the convection fan.
11.
If the paintwork on the heater is damaged or scratched, can I purchase touch up paint?
Yes. Aerosol cans are available with the colour from your place of purchase of the heater or
direct from Aurora Climate Systems.
