FAQs

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Firebox & Builder Box FAQ's
Q: Why does my circuit breaker trip or blow the fuse when I turn on my unit?
A:

Please review the Installation Instructions which came with your fireplace.

If your problem continues here are a few trouble shooting points:

  1. Is your unit connected to the proper voltage?
  2. It is possible that there could be a problem with the wiring such as a loose wire causing a dead short and resulting in the breaker tripping or the fuse to blow.
  3. (Dedicated means no other outlets or fixtures are sharing the same circuit breaker).

Always use properly grounded, fused and polarized outlets.

Q: Why will my unit not turn on with the hand held remote?
A:

Please review the Operating Instructions in the Owner’s Manual.

If your problem continues here are a few trouble shooting points:

  1. There may be radio frequency disturbance from an outside source.
  2. It could be that the batteries in your remote control are dead and need replacing.
  3. The remote control may need to be initialized with the fireplace.
  4. The remote may need to be changed or the remote receiver may need to be changed.
Q: Why is the flame still/frozen?
A:
  1. There could possibly be a loose wire or the flame motor needs to be replaced.
  2. The flicker rod may not be connected to the shaft on the flicker motor.
  3. The rubber grommet may have been inserted backwards.
Q: Why is the flame not bright or visible in my unit?
A:
  1. The bulbs could be burnt out may need to be replaced.
  2. There could possibly be a loose wire.
  3. Light harness may need to be replaced.
  4. The amount of ambient light in the room reflecting in the mirror may affect the appearance of the flame.
Q: Should my flame keep shuttering or be jumpy?
A:

The flame should be a constant smooth flowing flicker.  The problem may be: 

  1. The flame motor needs to be changed.
  2. The flicker rod may not be connected to the shaft on the flicker motor
  3. The rubber grommet may have been inserted backwards.
Q: Is it normal for light to be visible around the log set?
A:

Light should not be visible around the perimeter of the log set.  It could be that the log set is not positioned properly in the firebox.  Remove and replace as outlined in the maintenance section of your Owner’s Manual.

Q: Why is my log set or ember bed not glowing/ pulsing?
A:

Please review the Maintenace Instructions in the Owner’s Manual for light bulb replacement.

If your problem continues here are a few trouble shooting points:

  1. It is common to not notice the bulbs are burnt out until the last one goes.
  2. The LED log sets do not have replaceable bulbs in them. If your log set does not light up any more than the log set must be replaced.
  3. Check the wire connections to the log set and the LED driver board as the may have come loose.
  4. If the log set has been replaced and there is still no change, the LED Driver board for the log set may need to be replaced.
Q: Why will the heater not turn off?
A:

Please review the Operating Instructions in the Owner’s Manual

If your problem continues here are a few trouble shooting points:

  1. If you are using a Wall Thermostat control, check the operation guide.
  2. You may have a defective heater switch. If pushing the heater switch on/off does not change the situation then you will need to replace it.
  3. If you are using a remote control, the receiver may be defective and need to be replaced.
Q: Why is my heater turning off after a couple of minutes of operation?
A:

Please review the Operating Instructions in the Owner’s Manual for clearances surrounding the fireplace.

If your problem continues here are a few trouble shooting points:

  1. The heat will not come back on without being reset. It can be reset by switching the Main Power switch to OFF and waiting 5 minutes before switching it to ON.
  2. The overheat cutout will be triggered if the ventilation slot at the bottom of the fireplace has been covered or blocked. Ensure method of installation does NOT obstruct the air intake slots on bottom front of unit in any manner.
  3. Purifier models, the air filter may be dirty and need to be cleaned or replaced.
  4. If the fan rotates freely but the problem persists, the fan motor may need to be replaced.
Q: Is it normal for my heater to emit a slight odour when in operation?
A:

The heater may emit a slight, harmless odour when first used. This odour is a normal condition caused by initial heating of internal heater parts and will not occur again.  If the heater has not been in use for some time, the heater may be burning off any dust that may have accumulated while not in operation. If the odour continues while the heat is on you may need to replace the heater assembly.

Q: Should the heating elements be glowing red?
A:

Small glowing sections of the elements are normal. If you are finding that larger glowing sections are causing the heater to trip the thermal cutout, then you should disconnect power to the unit and discontinue use.  The elements and/or possibly the blower motor may need to be replaced.

Q: My unit is very noisy during operation. What could the problem be?
A:

There are three moving parts in the fireplace that could create a noise during operation.

The flame motor, flicker rod and the blower motor.

  1. If there is no noise when the heat/fan is off, the noise is coming from the blower assembly and it may need to be replaced.
  2. If the noise continues with the fan off, check to see if the flicker rod is not rubbing against internal components when turning. Make sure that it is properly connected to the flicker motor. This noise would be a rubbing or sweeping noise.

If the flicker rod is not rubbing against anything and you still hear a noise, then the flame motor must be changed

Q: Why do my lights dim in the room when the unit is on?
A:

There could be other appliances on the same circuit as your unit. This could cause too much draw of amperage that is too close or over the maximum breaker amperage.

Try plugging unit into another outlet or install a dedicated 15 amp breaker for the unit alone.

Q: Why does my unit turn on and off on its own?
A:

Please refer to Operation section in the Owner’s Manual.

If your problem continues here are a few trouble shooting points:

  1. Make sure there is good tension at the outlet, if the plug does not fit snug, replace the outlet
  2. Your remote control may have a similar frequency to other remotes in the home or there may be radio frequency disturbance from outside sources. Refer to owner’s manual to recode your remote control, once you have recoded the remote you must initialize the remote to the receiver. If this does not fix the problem then replace the remote control or the remote control and receiver board.
Q: Should my power cord get warm when unit is on?
A:

The power cord may get slightly warm to touch when the heater is on. This is normal operation. Should the cord get too hot to touch you must change the cord.

Q: Why will my unit not turn on manually?
A:

Please refer to Operation section in the Owner’s Manual.

If your problem continues here are a few trouble shooting points:

  • Check to make sure that you have power at the outlet. The breaker may have tripped or the fuse has not blown.
  • Check to make sure power is present at the main on/off switch on your unit. If there is power at the switch but no power elsewhere in the unit then you may need to change the switch.
  • Check for loose or disconnected wires in unit.
  • If unit comes with a three position switch it may need replacing.
  • Manual / Remote switch may not be working.
Firebox FAQ's
Q: Why will my heater not turn on?
A:

Please refer to Operation section in the Owner’s Manual.

If your problem continues:

  • You may have a defective heater switch. If flicking the heater switch on/off does not change the situation then you will need to replace it.
  • You may have defective thermostat. Turn thermostat clockwise to the end. If heater does not turn on then you must replace the thermostat.
  • You may need to replace the heater assembly.
  • If the heat is controlled by the multi-function remote control make sure that the thermostat reading is present on the controller. If it is not present you must reference your owner’s manual regarding how to recover the thermostat reading.
Q: The heater fan turns on but the heater lacks heat?
A:

Please review the Operating Instructions in the Owner’s Manual

With some units the heater/blower assembly fan will be run without the heat being activated.


If your problem continues here are a few trouble shooting points:

  1. There could be a loose wire in the unit. Wiring must be checked.
  2. The thermostat could be defective,   Thermostat must be replaced. (manual operated thermostats only)
  3. If the heat is controlled by the multi-function remote control, make sure that the thermostat reading is present on the controller. If it is not present you must reference your owner’s manual regarding how to recover the thermostat reading. If reading does not reappear then the remote control will need to be changed.
  4. The heater may be defective and need to be replaced.
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