11
Troubleshooting guide
Problem
Possible Cause
Corrective Action
Circuit breaker trips or fuse
blows when unit is turned on.
Improper circuit current
rating.
Additional appliances may exceed the current rating of the
circuit breaker or fuse. Plug unit into another outlet or install
on a dedicated 15-amp circuit. If problem persists, contact
technical support.
Unit turns on or o ff by itself.
1. Remote control has
a similar frequency to
another remote.
2. Radio frequency
disturbance from outside
sources.
1. Re-initialize remote or move unit out of range of
interference.
2. Change frequency of other device if possible.
3. If problem persists, contact technical support.
Lights dim in room while the
unit is on.
Unit is drawing close to
circuit current rating.
Move the unit to another outlet or install unit on a
dedicated 15-amp circuit.
Power cord gets warm.
1. Normal operation.
2. Improper extension cord
in use.
1. The power cord may get slightly warm to the touch
when the heater is on.
2. Ensure any extension cord used is rated for 1875 W
and 14 AWG.
3. If problem persists, contact technical support.
Fireplace does not turn on.
1. Unit is not plugged in.
2. Circuit breaker has
tripped.
3. Improper operation.
4. Remote not initialized.
5. Depleted batteries in
remote.
1. Plug unit in to outlet.
2. Check electrical panel.
3. Refer to instruction manual.
4. Initialize the remote control.
5. Install new battery into remote.
6. If problem persists, contact technical support.
Flame frozen or shutters.
Contact technical support.
Flame not bright or not visible.
Burned out light bulbs.
Replace light bulbs.
Log set dim or not glowing.
Burned out light bulbs.
Replace light bulbs.
Light leaking from log set.
1. Log set not installed
properly.
2. Defective log set.
1. Check log set for proper fit.
2. Contact technical support..
heater is not turning off .
1. Improper operation.
1. Refer to instruction manual.
2. If problem persists, unplug unit and contact technical
support.
heater is not turning on.
1. Improper operation.
1. Refer to instruction manual.
2. If problem persists, unplug unit and contact technical
support.
heater emits an odor.
1. Normal operation.
1. Normal operation is when the heater emits an odor
for a brief period after the heater is initially turned on.
The heater is burning off any dust accumulated during
manufacturing or operation.
2. If problem persists, unplug unit and contact technical
support.
heater fan turns on but heater
lacks heat.
1. Improper operation.
2. Normal operation.
1. Refer to instruction manual.
2. Normal operation.
3. If problem persists, unplug unit and contact technical
support.
heating element is glowing red. 1. Normal operation.
1. Small glowing sections of the element are considered
normal.
2. If larger glowing sections are causing the heater to trip
the thermal cutout, unplug unit, discontinue use and
contact technical support.
