www.factorybuysdirect.com
200423-01A
32
TROUBLESHOOTING
Problem
Possible Cause
Corrective Action
Fireplace shuts off in use. 1. Not enough fresh air is avail
-
able.
2. Gas leak See
Warning State-
ment
at the top of the page
29.
3. Low fuel supply.
1. Refer to Air for Combustion
and Ventilation, page 7.
2. Contact local gas supplier.
3. Clean pilot (see
Care and
Maintenance
, page 27)
4. Refill supply tank (propane
tank).
Gas odor exists even
when control knob is in
OFF position.
1. Gas leak. See
Warning
Statement
at top of page 29.
2. Control valve is defective.
1. Locate and correct all leaks
(see
Care and Maintenance
,
page 27)
2. Contact customer service.
Soot appearing on logs
or upper mantel facing.
1. Not enough combustion/
ventilation in the air.
2. Damaged or misplaced logs
or debris in burner media.
3. Excessively sustained high
winds.
1. Refer to Air for Combustion
and Ventilation, page 7.
2. Correct log position or re
-
place damaged logs (see
Inspecting Burners
, page 25,
Installing Glass Media
, page
22,
Installing Logs
, page 23
3. See
Locating the Fireplace
,
page 8
REPLACEMENT PARTS
Note: Use only original replacement parts. This will protect your warranty coverage for parts
replaced under warranty.
PARTS UNDER WARRANTY
Contact authorized dealers of this product.
If they can’t supply original replacement
parts, call Customer Service toll free at
1-855-607-6557
for referral information.
When calling Customer Service or your
dealer, have ready:
• Your name
• Your address
• Model and serial number of your heater
• How heater was malfunctioning
• Type of gas used (Propane or Natural gas)
• Purchase date
• Usually, we will ask you to return the defec
-
tive part to the factory
PARTS NOT UNDER WARRANTY
Contact authorized dealers of this product.
If they can’t supply original replacement
part(s) call Customer Service toll free at
1-855-607-6557
for referral information.
When calling Customer Service have ready:
• Model number of your heater
• The replacement part number
