16
TROUBLESHOOTING
PROBLEM
POSSIBLE CAUSE
CORRECTIVE ACTION
Error E2 displayed on
control panel
The thermostat sensor
is broken or not
working correctly
Unplug unit and 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.
E3 displayed on con-
trol panel
Heater override
function is engaged
See “Heater Override Section” on operating instruction for
more details.
Error E4 displayed on
control panel
The heater door
sensor is blocked by
object
Remove any object that blocked the door sensor, and press
the POWER ICON again to turn the unit ON.
Error E5 displayed on
control panel
The inner temperature
of the unit is over 80°C
which detected by the
inner termostat sensor
Unplug unit, wait 15-20 minutes, when the inner
temperature of the unit goes down, the sensor will reset
itself. Plug the unit back in and turn on the heater. If the
problem persists, call customer service.
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
logs are glowing. The
unit is powered
ON
The flame effect is
powered off
Push the flame brightness button until desired level is
achieved and push the flame speed 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 of failing battery Replace with 2 AAA dry cell batteries.
Remote control signal
is weak and only
works 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 unit is
powered off
Normal operation
This is a standard feature; the blower runs for an additional
time to cool off the heater tubes before turning off.
