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Problem | Possible Cause | Corrective Action
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Fireplace does not operate; the ON/OFF power light on the control panel is not lit.
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- The fireplace is not plugged in.
- A circuit breaker is tripped or a fuse blown.
- Defective ON/OFF switch.
- Loose wiring.
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- Make sure the fireplace is plugged into a standard 120V outlet.
- Check additional appliances on the circuit; ideally the fireplace should be on a dedicated 15amp circuit.
- Call customer service at (877) 477-4768.
- Call customer service at (877) 477-4768.
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Power light is ON but the back flame is not bright/visible.
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- Incorrect operation.
- LED strip not working.
- Loose wiring.
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- Refer to operating instructions.
- Call customer service at (877) 477-4768.
- Call customer service at (877) 477-4768.
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Power light is ON but the ember bed flame is not flickering.
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- LED strip not working.
- Loose wiring.
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- Call customer service at (877) 477-4768.
- Call customer service at (877) 477-4768.
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Excessive noise when the flame is ON but the heater OFF.
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- Rotating flame reflector shaft rubbing against housing.
- Defective flame reflector shaft motor.
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- Open back of firebox and reposition flame reflector shaft. Turn off unit prior to servicing.
- Call customer service at (877) 477-4768.
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Heater is not operating.
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- Incorrect operation.
- Defective heater switch.
- Defective heater assembly.
- Loose wiring.
- Dirty or clogged louver door.
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- Refer to operating instructions.
- Call customer service at (877) 477-4768.
- Call customer service at (877) 477-4768.
- Call customer service at (877) 477-4768.
- Unplug the unit. Clear the louver area of dust and debris. Wait five minutes, plug the unit in again and turn on the heater.
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Excessive noise when the heater is operating.
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- Dirty or clogged blower.
- Defective heater assembly.
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- Refer to Maintenance of Motors section of Instruction Manual.
- Call customer service at (877) 477-4768.
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