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Troubleshooting	Grills	Ceramic Fiber Logs	Vented Logs	Vent Free Logs

Standard Maintenance

There is a small hole (about the size of a pen tip) through the shaft of the pilot light. This is located about 1 inch back from the mouth. It runs horizontally through the shaft. Take a small brush (old toothbrush, etc.) and brush that hole and the surrounding area really well. Use a vacuum hose to clean any soot around the pilot area.

This cleans out the oxygen depletion sensor. If there is any debris (soot, dust, spider web, etc.) in this area, it will not sense enough oxygen to run the unit. This should be done at least once a year as standard maintenance.

Clean the pilot opening with a dry q-tip.

If your unit shuts down, and the above does not work, please do the following:

Locate your thermocouple. Follow the copper line to the back of the control box. It is connected with a 3/16" nut. Disconnect and clean with a dry paper towel. Reconnect and tighten finger tight - then ¼ turn with a wrench.
For further assistance, please contact our customer service department at 800-229-5647

Vent Free Troubleshooting

Problem: The knob will not turn

Solution:

Push the knob inward while turning.

Problem: The pilot will not light

Solution:

Make sure that the gas is turned on completely.
Make sure that the pilot supply line is not crimped.
Make sure that the control valve is on the pilot position and depressed.
If the unit has just been installed, or the gas has been off for a while, you need to bleed the line to get all the air out of the gas line. LP takes longer than NG.
To bleed your gas line, turn knob to pilot and push in and hold. Press the igniter button once every 10 seconds until your pilot lights. This could take up to 5 minutes. Continue to hold the knob until the pilot is a solid flame. This could take up to one minute.

Note: If you do not get a spark from the pilot igniter, check to make sure the connections have not loosened.

Problem: The pilot will light but when the knob is released, the pilot goes out (no matter how long you hold the knob in)

Solution:

Make sure that the pilot flame is engulfing the thermocouple (and not curving up).
If the pilot flame is curving up away from the thermocouple, clean out the hole where the pilot flame appears.
If the pilot flame is touching the thermocouple and the pilot will not stay lit, you may need to adjust the thermocouple:
Follow the copper line from the base of the thermocouple to where it feeds into the back of the control valve. You will find a 3/16" brass nut that holds this in place. Loosen the nut and then tighten it back finger tight plus ¼ turn with a wrench.
The pilot gas supply line and thermocouple may also be pulled up to be brought closer to the pilot flame. Be careful not to pull to hard as unit can break.

Note: If another appliance, like a furnace, is on the same gas line, it could take gas away from the logs. A larger gas line requires more pressure.

Problem: The unit soots and/or has a bad odor.

Solution:

For the first 12 - 24 hours of initial burning there will be an odor. We recommend you open your flue for the odor to escape.
Make sure that the unit purchased is compatible with the gas type being used in the home.
Check the metal tag that is attached to the burner.
Check the regulator:
Green = NG
Yellow = LP
The most important aspect of vent free units is the log placement.
Flames should not touch any logs at any time. This causes soot and odor, more so if LP is being used.

Problem: The flame is burning too low, too blue or too yellow:

Solution:

On thermostatic controlled units, the air intake shutter is located on the top right hand side of the burner bar:
If the flame is very yellow, open the shutter approximately ¼" (not enough air).
If the flame is very blue, close the shutter approximately ¼" (too much air).

Problem: Low Burner Flame

Solution:

Make sure the log set purchased is compatible with the gas type it's being used with.
Make sure the main gas valve is turned completely on and that there are no kinks in the aluminum connection tube or aluminum pilot tube.
Check gas line pressure. (Call gas supplier to measure. Low pressure can result in low flame height.)
If using 3/8" size pipe, and the gas line runs more than 12 ft., ½" pipe should be used.

Problem: High Burner Flame

Solution:

Turn down the control knob to desired flame height.
Make sure the log set purchased is compatible with the gas type its being used with. (Customer can look on the box or on the tag that comes with the set to verify. - NA or LP)
Check incoming pressure. It should be no more than ½ lb. PSI (Call gas supplier to measure.)
Make sure the burner is compatible with gas type used. (On the metal plate the thermocouple is mounted to is a number. Verify the number. (NA~3-6"; LP~9-11")

Problem: No Flame from Burner Bar

Solution:

Hole in burner bar may be clogged. Check to see if there is any lava on the lower burner bar. Remove lava from blocking bottom burner bar. Take pin & clean out holes.
Open air shutter to give unit more oxygen.

Problem: Set Shuts Off

Solution:

Glass doors must be fully open when burner is on.
Draft in room causing pilot to move off the tip of the thermocouple.
Not enough oxygen circulating in fireplace. Keep fireplace doors open all the way. Open a window 1". Install damper clamp.
Thermostat bulb too close to flame. (To verify that this is the cause of shut down, place the thermostat in a cool glass of water to cool the thermometer. If this is the why, move the thermostat so that the tip of it extends slightly off the edge of the fireplace, or preferably out of the fireplace completely. Extend it to the floor of the room. Camouflage the other end of the thermostat by placing lava granules over it.)

Problem: Gas Smell

Solution:

Check for leaks with soap and water solution. Wipe or spray it on areas of gas flow connections. If this produces air bubbles, there is a gas leak. Tighten fittings and make sure pipe dope is on male threads.

Problem: Whistling Noise From the Log Set

Solution:

If you are using a flex tube, the combination of the ridges in the flex tube and the flow of the gas will produce a whistling noise. This cannot be stopped. Use the straight tube that was supplied with your set.
Check gas line pressure. (Excess pressure causes burner noises.)
NA gas inlet pressure- 5" to 7" water column.
LP gas inlet pressure 11" water column.
(Call gas supplier to measure)

Problem: I am standing in front of my set and don't feel the heat.

Solution:

Vent Free sets do not produce "radiant" heat like burning real wood or vented gas logs. You will not feel the heat coming out the front of the fireplace. The heat will roll up your wall to your ceiling. Use a ceiling fan to pull the heat into your room.