28
Troubleshooting & Error Codes
Problem
Display
Cause
Solution
Fireplace does not turn on with
the manual touch controls when
pressing the stand by icon
multiple times
N/A
Normal operation, there is a brief
delay after pressing
Wait 2 seconds after pressing
Power switch is set to off
Ensure the unit’s main power switch
is on (upper right, behind the glass)
If the unit is connected through a wall
switch, ensure it is on.
No incoming power
Ensure unit is wired correctly.
Check main disconnect panel.
CD40
Electronics communication error
See below.
Loose connections
Trace wires from power adaptor to
main control board and hidden touch
controls.
Check connections to LIN splitter
board.
Defective power adaptor
Replace power adaptor
Defective hidden touch controls
Replace hidden touch controls
Defective main control board
Replace main control board
Defective LIN splitter board
Replace LIN splitter board
Display is
blank
Thermal cutout is engaged
(Unit may have turned off while
heater was in operation)
Turn unit off from power switch or
breaker. Check for heater exhaust
blockage. Allow the unit to cool for 30
minutes.
If the unit shuts off continuously when
the heater is turned on, replace heater
assembly.
Fireplace does not respond
to commands given from the
remote control
N/A
The batteries in the remote
control are dead or installed
incorrectly.
Replace remote control batteries
Ensure batteries are installed with +
facing up.
Remote control is defective
Replace the remote control
Blue LED
The Flame Connect app is open
on a mobile device
Close the Flame Connect app on all
mobile devices to enable use of the
remote control. The blue LED will turn
off when the remote is ready to use.
Circuit breaker trips or fuse
blows when unit or heater is
turned on
N/A
Improper circuit current rating
Install unit on a dedicated minimum
15 amp circuit.
Heater is on, but there is no heat
-##ST-
The set temperature is below the
ambient temperature
Increase the set temperature to
ensure it is greater than the ambient
room temperature.
Heater not working at full
capacity
-ON-
Normal operation; the heater
automatically adjusts the fan
speed and heater wattage to
safely and precisely match the
requirements based on the
thermostat setting.
Check heater function by activating
the boost mode (see user’s guide).
Defective heater assembly
If very little heat is emitted, replace
the heater assembly.
If an error occurs, power cycle the unit by turning the unit off using the main switch (at the top right behind the glass) or
by turning off the power from the breaker panel for 10 seconds before turning it back on.
Ensure the unit is installed with air intakes for adequate air flow.
