20
Troubleshooting
Problem
Possible cause
Solution
Error E1 displayed on
control panel.
The overheat sensor has been
engaged.
Unplug unit, wait 15-20 minutes, then the sensor will reset itself. Plug the
unit back in and turn on the heater. If the problem persists, call customer
service.
NOTE:
The other functions will work normally excluding the heater.
Error E2 displayed on
control panel.
The thermostat sensor is broken
or not working correctly.
Unplug unit, wait 15-20 minutes, then the sensor will reset itself. Plug the
unit back in and turn on the heater. If the problem persists, call customer
service.
NOTE:
The other functions will work normally excluding the heater.
Error E3 displayed on
control panel.
Heater override function is
engaged.
See page 18 Heater Override Section for more details.
No power.
The unit does not have power.
Check that the power cord is securely plugged into a standard 120V
outlet. Then check to make sure the unit is powered on.
No flame effect but the unit
is powered on.
The flame effect is powered off. Push the flame brightness button until desired level is achieved.
USB cable.
Connect the USB cable into the USB port behind the Fireplace Grate.
Heater and blower do
not power on but rest of
functions are working.
Heater setting.
Set the heater to "HI" (High) to have the heater run continually.
Power cord gets warm to
the touch.
Normal operation.
This is normal for a heater appliance as it requires more current to
operate. Check the connections of the appliance cord and the outlet.
Make sure the plug fits tightly into the outlet. During use, check the plug
and outlet frequently to determine if it is HOT; if so, discontinue use of the
appliance and consult with a qualified technician to check or change the
overheating outlet(s).
Remote control does not
work.
Weak or failing battery.
Replace with 1 CR-2025 battery (See page 19 for more information).
Remote control signal
is weak and only work
sometimes.
Pressing the buttons too quickly. Press the buttons slowly and steadily to ensure the transmitter
recognizes the request.
Using the remote control too far
away or at an off angle.
Move closer to the insert; the remote control will only work within a
distance of 20 feet and 45 degrees to either side from the front of the
fireplace insert.
Fan motor continues to
blow after the unit is
powered off.
Normal operation.
This is a standard feature; the blower runs for an additional time to cool
off the heater tubes.
