15
Troubleshooting
PROBLEM
POSSIBLE CAUSE
CORRECTIVE ACTION
The display shows “E1”.
The thermostat sensor is
broken or disconnected.
Unplug the fireplace, remove the back panel
of the fireplace and check that the thermo-
stat is plugged into the main circuit board.
If this does not solve the problem contact
customer service for a replacement thermo-
stat sensor.
The d
isplay shows “E2”.
The thermostat sensor is broken.
Contact customer service for a replacement
thermostat sensor.
The d
isplay shows “E3”.
Manual Reset overheat
protection has triggered.
Inspect the heater and check that the air
inlets and outlets are not blocked as this may
cause overheating. Unplug the heater for 30
minutes and allow it to cool down. Replug,
operate, and monitor the heater for signs of
overheating. If the problem persist discon-
tinue use of the heater and contact customer
service.
There is no power and the logs do not
glow.
There is no power to the unit.
Check that the unit is plugged into a
standard 120V outlet. Press the Power button
several times and make sure power is set to
the “ON”position.
The heater does not blow warm air.
The heater is in a cool down cycle.
Normal operation will continue to run for
several minutes before shutting down. Times
will vary based on tempertures. During this
time cool air will blow.
The power cord gets warm.
This is normal operation.
Check your heater cord and plug
connections. Faulty wall outlet connections
or loose plugs can cause the outlet or plug
to overheat. Be sure the plug fits tight in the
outlet. Heaters draw more current than small
appliances, overheating of the outlet may
occur even if it has not occurred with the
use of other appliances. During use check
frequently to determine if your plug outlet or
faceplate is HOT! If so, discontinue use of the
heater and have a qualified electrician check
and/or replace the faulty outlet(s).
The heater does not blow warm air.
The thermostat setting is preventing the heater
from turning on.
Adjust the temperature settings to ensure
that the thermostat is set higher than the
current room temperature.
The heater does not work, but Power and
Heater settings are “ON” and the
thermostat is set.
Manual reset overheat protection
triggered.
Turn the Power to “OFF” and unplug the unit
from the wall outlet for 5 minutes. After 5
minutes plug the unit back into the wall out-
let, and operate as normal. If the problem
persists contact customer service.
The flame effect works but the heater
function does not and the ember bed
flashes when the Heater button is
pressed.
The heater is disabled.
With the power on press and hold the Power
button on the control panel for 10 seconds.
Once re-enabled the ember bed lights will
flash multiple times.
The remote control is not working.
There are no batteries or the signal is poor.
Change the remote batteries.
Operate the remote control at a slow meas-
ured pace. Press the remote control buttons
with an even motion and gentle pressure.
Repeatedly pressing buttons in rapid
succession may cause the transmitter to
malfunction.
