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If you have any questions regarding the product, please call Home Decorators Collection Customer Service, 855-HD-HAMPTON, 8 a.m. – 6
p.m. EST, Monday – Friday.
Problem Possible Cause Corrective Action
The log insert does
not operate.
The power light is ON but
the flame effect is not
visible.
There is excessive noise
when the heater is
operating.
The heater is not
operating.
□
The log insert is not plugged in.
□
A circuit breaker is tripped or a fuse
blown.
□
The On/Off switch is defective.
□
There is loose wiring.
□
The log insert is not operating correctly.
□
The unit is too far from a wall.
□
LED strip not functioning.
□
The blower is dirty or clogged.
□
The heater assembly is defective.
□
The log insert is not operating correctly.
□
The heater switch is defective.
□
The heater assembly is defective.
□
There is loose wiring.
□
Make sure the log set is plugged in
to a standard 120V outlet.
□
Check additional appliances on the
circuit; ideally the fireplace should be
on a dedicated 15-amp circuit.
□
Call customer service.
□
Call customer service.
□
Refer to the operating instructions.
□
Reposition the unit closer to a wall.
□
Call customer service.
□
Refer to Motor Maintenance in the Care and
Maintenance section.
□
Call customer service.
□
Refer to the operating instructions.
□
Call customer service.
□
Call customer service.
□
Call customer service.
There is excessive noise
when the flame is ON but
the heater OFF.
□
The rotating flame reflector shaft is
rubbing against the housing.
□
The flame reflector shaft motor is
defective.
□
Open the back of the electric log set and reposition
the flame reflector shaft. Turn off the unit before
servicing.
□
Call customer service.
The power light is ON but
the ember bed flame is not
flickering.
□
The LED strip is not functioning.
□
There is loose wiring.
□
Call customer service.
□
Call customer service.
Troubleshooting
