Gas Trouble Shooting.

We hope you find the answers you’re looking for here, but if you don’t, please call us at 1-866-676-6677, or e-mail us at

I did not purchase a fan when I initially bought my fireplace. Can I add a fan now-after the unit is installed?

Absolutely. All gas and wood fireplaces, and most stoves, are designed to add an optional fan after the fireplace is completely installed if one did not come preinstalled with the unit. Simply contact your local authorized dealer.

When I start my fireplace, sometimes the glass becomes foggy for a few seconds, is this something to be concerned with?

Not at all. The condensation or fog is a by-product of combustion. All fires produce water as Hydrogen and Oxygen are released and recombine. Therefore, it appears when the fireplace is first lit, condensing on the colder glass. But once the fireplace heats up, the condensation (fog) will evaporate within seconds.

Why did my fireplace have a “burnt” smell when I started it for the first time this season?

If your fireplace was new, and this was the first time it burned, the smell is the paint curing, which only last the first few hours of burning. In addition, if the fireplace has been non-operational for a period of time, dust may accumulate and a burnt dust smell will occur.

I have had my fireplace for one year and my glass has gradually developed a brownish hue in the corners. What should I do?

The brownish hue is soot that can occur on glass when a fireplace burns rich or very yellow. A slight amount of soot is normal over an extended period of time. However, if the glass should become sooty after a few hours of burning, your fireplace needs to be adjusted to burn more efficiently. This is a simple adjustment done by a qualified installer.

How often should I have my fireplaces serviced?

Your fireplace should be cleaned and inspected at least once a year by a professional service person.

Should I leave my pilot lit during the summer months if I plan on not burning it?

The option is up to the homeowner. A pilot burns approximately 875 BTUs/hour or eight gallons of liquid propane per month. However, running the pilot year round will extend the life span of the generator by not allowing condensation to build up inside it and eventually corrode it.

How do I re-light my pilot?

Open the lower grill and locate the black on/off/pilot knob. Turn the knob to the pilot position, push in the black knob all the way and hold it in. Then, press the red button that is to the right-hand side; the pilot will light after you push this button one to two times. Continue to hold the black knob in for at least 30 seconds after the pilot has lit. Release the black knob and the pilot will remain lit. Turn the black knob all the way counter-clockwise to the on position.

My pilot will not stay lit.

You may not be holding in the black knob labeled pilot long enough for the pilot to remain lit. If this does not enable the pilot to stay lit, you may have a wire that became loose, disconnected or pinched during installation. Call or visit your local authorized dealer for additional service.

I can’t get my pilot to light?

Make sure the Piezo wire (orange) is connected to the Piezo (red button) and the Piezo securing nut is not loose. If these are all properly connected, please contact your local authorized dealer for additional service.

My burner will not light.

Is the pilot lit? Is the black control knob on the valve located under the lower grill, in the on position? Are you using a wall thermostat or remote control? If so, is the rocker switch: an on/off switch located on the right-hand side of the control panel under the lower grill, in the off position? If after checking all of the previous and the burner does not light, please contact your local authorized dealer for additional service.

My burner keeps goings out.

Please contact your your local authorized dealer for additional service.

Should I ever smell gas? No !

Do not try to light any appliance.
Do not touch any electrical switch.
Do not use any phone in your building.
Immediately call your gas service supplier from a neighbor’s phone.
Follow the gas supplier’s instructions.
If you cannot reach your gas supplier, contact the fire department.
Do not store or use gasoline or other flammable vapors and liquids in the vicinity of the fireplace or any other appliance.