SYMPTOM
POSSIBLE CAUSES
CORRECTIVE ACTION
Fireplace
doesn't work.
Fireplace inner
components are
overheating or the home
circuit breaker has tripped.
Reset switch by turning
master switch off and
waiting for 5mins, then
turning it back on.
Flame is not
moving.
Wiring may be loose or the
flame motor may be
defective.
Call customer service for
instructions.
Dim or poorly
visible flame or
glass pebbles
aren’t glowing.
LED lights are burnt out or
the wiring is loose.
Call customer service for
instructions.
Flame sputters Flame motor is defective.
Call customer service for
instructions.
Remote control
does not work.
Low battery. Master switch
is in “OFF” position.
Change the battery for
remote control. Check to
make sure the master
switch is turned on.
Circuit breaker
trips or fuse
blows when
the unit is on.
Improper circuit current
rating.
Call customer service for
instructions.
Heater does
not provide
heat when
turned on.
Thermal switch has been
tripped. Circuit breaker has
been tripped.
Turn the unit off and unplug
the unit for 5mins. Plug back
in and turn on the unit. Turn
off circuit breaker that
supplies electricity to the
unit, wait 5mins, then flip
circuit breaker back on.
Appliance
turns off and
will not turn on.
Appliance has overheated
and its safety device has
caused the thermal switch
to disconnect. House
circuit breaker has tripped.
Unplug the appliance, allow
to cool for 15mins, then plug
back in. Reset the house
circuit breaker.
