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TROUBLESHOOTING
If you have any questions regarding the product, please call customer service at 877-447-4768
8:30 a.m. – 4:30 p.m. CST, Monday – Friday.
Problem
Fireplace does
not operate; the
ON/OFF power
light on the control
panel is not lit.
Power light is ON
but the back flame
is not bright/visible.
Power light is ON
but the ember bed
flame is not
flickering.
Excessive noise
when the flame is
ON but the heater
OFF.
Heater is not
operating.
Excessive noise
when the heater
is operating.
Possible Cause
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. Incorrect operation.
2. LED strip not functioning.
3. Loose wiring.
1. LED strip not functioning.
2. Loose wiring.
1. Rotating flame reflector
shaft rubbing against
housing.
2. Defective flame reflector
shaft motor.
1. Incorrect operation.
2. Safety switch enabled
3. Defective heater switch.
4. Defective heater assembly.
5. Loose wiring.
6. Dirty or clogged sliding door.
7. Thermostat has been
satisfied
1. Dirty or clogged blower.
2. Defective heater assembly.
Corrective Action
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: (877) 447-4768.
4. Call customer service: (877) 447-4768.
1. Refer to operating instructions.
2. Call customer service: (877) 447-4768.
3. Call customer service: (877) 447-4768.
1. Call customer service: (877) 447-4768.
2. Call customer service: (877) 447-4768.
1. Open back of firebox and reposition
flame reflector shaft. Turn off unit prior
to servicing.
2. Call customer service: (877) 447-4768.
1. Refer to operating instructions.
2. Ensure switch is in "ON" position (see pg 9)
3. Call customer service: (877) 447-4768.
4. Call customer service: (877) 447-4768.
5. Call customer service: (877) 447-4768.
6. Unplug the unit. Clear door area of dust
and debris. Wait five minutes, plug the
unit in again and turn on the heater.
7. Increase desired room temperature on
the control panel/remote
1. Refer to Maintenance of Motors in
Care and Maintenance.
2. Call customer service: (877) 447-4768.
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