Turn off the appliance completely and let it cool down before servicing. Only a qualified service person should service and repair this electric appliance.

Fireplace will not come on when power button/switch is put into the ON position.

ProblemSolution
Appliance is not connected to electricalAppliance is not connected to electricalCheck the breaker switch if it is ON.
Hardwire connections are not correct.See “Hardwiring Installation” section.
Appliance has overheated and the safety thermal switch has been tripped.Turn off the circuit breaker. Allow fireplace to cool for 15 minutes and then turn the breaker back on.
Main PCB board issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.
Fireplace has not fully turned on.Allow 20-30 seconds for the fireplace to fully turn on.
House circuit breaker not in “ON” position.Inspect circuit breaker. Turn breaker to “ON” position.

Fireplace turns off and will not turn on.

ProblemSolution
House circuit breaker has tripped.Reset the house circuit breaker.
Fireplace’s fuse has blown.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.
Fireplace has overheated and the safety thermal switch has tripped.Turn off the circuit breaker. Allow fireplace to cool for 15 minutes and then turn the breaker back on.

Remote control does not work.

ProblemSolution
Low/dead batteries.Replace the batteries in the remote control.
Remote receiver malfunction.Ensure the remote receiver is not blocked. Replace touch-on control panel if necessary.

No warm air coming out of the fireplace.

ProblemSolution
Heater setting is not selected.See “Operation” section.
Heater has been locked out.See “Operation” section.
Room temperature is higher than fireplace setting (if not set to room temperature).Reset temperature setting.
Fireplace has overheated and safety thermal switch has tripped.Turn off the circuit breaker. Allow fireplace to cool for 15 minutes and then turn the breaker back on.
Hardwire connections are not correct.See “Hardwiring Installation” section.
Heater issue.Inspect the blower and heater. Replace if necessary.
Heater setting is not selected.See “Operation” section.

Heater shuts off automatically.

ProblemSolution
Room is too warm.The heater has a built-in thermostat. It will shut off automatically once the pre-set temperature has been reached. It will turn on automatically if the room temperature drops below the pre-set temperature.

Dim or no flame.

ProblemSolution
Flame LCD issue.Inspect the LCD and replace if necessary.
Main PCB board issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.

Ember bed is dim or not glowing.

ProblemSolution
Brightness is not selected.See “Operation” section.
Ember bed LED issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.
Main PCB board issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.

No difference from setting H1 to H2.

ProblemSolution
Main PCB board issues.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.
Heating element issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.

Error code “E1”.

ProblemSolution
Thermostat issue.Inspect circuit boards for loose connections or obvious damage. For customer service please contact your retailer or your associated distributor.