13
** After the unit has shut down due to an error, a full reset of the unit will be required by turning the unit Off with the On/
Off switch for 60 seconds then turning back On.
PROBLEM
CAUSE
SOLUTION
General
Unpleasant smell when unit
is used.
Dirty or stale water.
Clean the unit as described under maintenance.
Appearance
Fireplace does not turn on
Manually (unit does not
beep when switch turned)
Improper operation
Refer to Operation Section
No incoming voltage from the electrical wall
socket
Check Fuse/Breaker Panel
Defective main control board
Replace main control board
Only one side of the unit is
operating
Tethered controller not installed correctly
Ensure that connection has clicked into place
Put unit in troubleshooting mode to test any of
the functions listed
If none of the tests are working, replace the main
control board
Fireplace does not turn on
with the Remote Control
Improper operation
Refer to Operation Section
The batteries in the remote control are dead
Install new battery into the remote control
Tethered controller not installed correctly
Ensure that connection has clicked into place
Remote not initialized with the unit
Initialize remote to unit. Unit will flash on and off
during initialization, completion will be indicated with
5 beeps
Remote signal is not being received by teth-
ered controller
Ensure that tethered controller is in an open area that
can receive signal from remote control
Defective remote control (blue light on end of
remote does not turn on when buttons are
pressed)
Replace remote control
Defective tethered controller
Replace tethered controller
Defective remote control
Replace remote control
The flame effect has too
much smoke or is coming
out too fast
Flame effect control is set too high
Adjust the flame height on both the secondary and/or
primary controls
Filter is missing off of Fan Housing
Replace Fan Filter
Mist is not coming out
evenly
Condensation building up on the mist outlet
Remove the build up of condensation
Unit is not level
Adjust the feet under the unit to ensure that the unit
has been installed level, front to back and side to side
Media is blocking air flow
Rearrange media to ensure mist outlet is not being
blocked
The transducer is not operating correctly - put
the unit in troubleshooting mode to test
the transducer
If the transducer is running, ensure that the emitter is
clean and free of calcium deposits or scaling
If the transducer is not running, replace the trans-
ducer with the provided additional transducer
The flame effect is too low
Flame effect control is set too low
Adjust the flame height on both the secondary and/or
primary controls
Verify that the unit is receiving 72 in
2
(460 cm
2
)
of air
Enlarge area for air to enter unit
The fan is not operating correctly - put unit in
troubleshooting mode to test the fan
If the fan is not running, replace fan assembly
If the fan is running, ensure that the air filter is clean
and dry
The heating element is not operating correctly
- put unit in troubleshooting mode to test
the operation of the heating element
Replace the heating element
Unit is blinking every 8 sec-
onds and is not operating
Water level in reservoir is too high **
Remove enough water from reservoir so that level is
below maximum level
The solenoids are not operating correctly - put
unit in troubleshooting mode to test the opera-
tion of the solenoids
If the solenoids are not working, replace the solenoid
TROUBLESHOOTING GUIDE
