Troubleshooting
If you have any questions regarding the product, please call customer service at
1-877-447-4768
8:30
a.m. – 4:30
p
.m. EST, Monday – Friday.
11
PROBLEM
POSSIBLE CAUSE
CORRECTIVE ACTION
Fireplace does not operate; the
ON/OFF power light on the
control panel is not lit.
1. The fireplace is not plugged in.
2. A circuit breaker is tripped or a
fuse blown.
3. Defective ON/OFF switch.
4. Loose wiring.
1. Make sure the fireplace is plugged in to a
standard 120V outlet.
2. Check additional appliances on the circuit;
ideally the fireplace should be on a
dedicated 15-amp circuit.
3. Call customer service: 1-877-447-4768.
4. Call customer service: 1-877-447-4768.
Power light is ON but the back
flame is not bright/visible.
1. Incorrect operation.
2. LED strip not functioning.
3. Loose wiring.
1. Refer to operating instructions.
2. Call customer service: 1-877-447-4768.
3. Call customer service: 1-877-447-4768.
Power light is ON but the ember
bed flame is not flickering.
1. LED strip not functioning.
2. Loose wiring.
1. Call customer service: 1-877-447-4768.
2. Call customer service: 1-877-447-4768.
Excessive noise when the flame
is ON but the heater OFF.
1. Rotating flame reflector shaft rubbing
against housing.
2. Defective flame reflector shaft motor.
1. Open back of firebox and reposition flame
reflector shaft. Turn off unit prior to servicing.
2. Call customer service: 1-877-447-4768.
Heater is not operating.
1. Incorrect operation.
2. Defective heater switch.
3. Defective heater assembly.
4. Loose wiring.
5. Dirty or clogged sliding door.
6. Thermostat has been satisfied.
1. Refer to operating instructions.
2. Call customer service: 1-877-447-4768.
3. Call customer service: 1-877-447-4768.
4. Call customer service: 1-877-447-4768.
5. Unplug the unit. Clear door area of dust
and debris. Wait five minutes, plug the unit
in again and turn on the heater.
6. Increase desired room temperature on the
control panel/remote.
Excessive noise when the
heater is operating.
1. Dirty or clogged blower.
2. Defective heater assembly.
1. Refer to “Maintenance of Motors” in the
Maintenance section of this manual. (pg.9).
2. Call customer service: 1-877-447-4768.
