13
Troubleshooting Guide
PROBLEM
CAUSE
SOLUTION
General
Circuit breaker trips or fuse blows
when unit is turned on
Improper circuit current rating
Additional appliances may exceed the
current rating of the circuit breaker
or fuse. Plug unit into another outlet
or install unit on a dedicated 15 amp
circuit.
Short in unit wiring
Trace wiring in unit
Power cord gets warm
Normal operation
The power cord may get slightly warm
to the touch when the heater is on.
Defective power cord
Replace power cord
Firebox does not turn on using the
manual controls
Improper operation
Refer to operation section
No incoming power from the electrical
wall socket
Check fuse/breaker panel
Ensure the unit is not plugged into a
power bar, surge protector, extension
cord, etc.
Defective main control board
Replace main control board
Loose touchpad connection
Check touchpad connection
Defective touchpad
Replace touchpad
Defective power supply
Replace power supply
Firebox does not respond to the
remote control
Batteries need to be replaced
Change batteries (see Maintenance
section)
Defective remote control
Replace remote control
Defective touchpad
Replace touchpad
Firebox turns off shortly after being
powered on
Defective power supply
Replace power supply
Appearance
Log set dim or not glowing
Loose connection
Check wiring connections
Defective log set
Replace log set
Flame not visible
Flame is turned off (log models only)
Ensure colour theme is not set to t0
Defective flame LED strip
Replace flame LED strip
Defective main control board
Replace main control board
Left half of flame not visible
Broken flicker rod
Replace flicker rod
Media is not illuminated
Unit is set to midnight mode
Ensure colour theme is not set to t0
Defective media LED strip
Replace media LED strip
Defective main control board
Replace main control board
Display is flashing
Loose wiring
Check wiring connections
Defective power supply
Replace power supply
Defective main control board
Replace main control board
Flame is frozen
Defective flicker motor
Replace flicker motor
Defective main control board
Replace main control board
Light is leaking out around the log set
Log set is not positioned properly in
the unit
See instructions for replacing log set.
Ensure logset is connected to base
panel.