Frequently Asked Questions

Your questions answered

We answer some of your most common questions and issues pertaining to your home fireplaces along with how-to-do videos.

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Step 1: Locate gas supply valve (typically behind louvers, below glass opening-may be red or blue).

Step 2: Open valve by turning handle to be parallel to gas line.

Step 3: Locate pilot assembly with spark igniter (located behind and below logs in the firebox).

Step 4: Then, locate red or black igniter button. *Push igniter to verify spark at pilot assembly.

Step 5: Locate the black or green valve control knob (knob has the words “On”, “Off”, & “Pilot”). Push in and rotate counter-clockwise until the word “Pilot” aligns with the indicator.

Step 6: While pressing and holding in the valve knob (in “Pilot” position – it should press in about 1/4″) Press the red or black piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not ignite after 1 minute, wait 5 minutes for the gas to dissipate and try again.

Once the pilot light is lit, continue holding the “pilot” valve knob in for 30 seconds, then slowly release. (Pilot should remain lit. If pilot goes out, repeat steps 5 and 6). If pilot will not remain lit, please contact us for service.

Step 7: With the Pilot light now lit, press the valve knob in slightly and turn until the word “on” aligns with the indicator.

Step 8: Turn the unit’s “On/Off” switch, wall switch, or remote control to the “on” position to start your fire.

Lighting Pilot On Gas Logs

Lighting Pilot On Direct Vent

The following are the top reasons why remotes may have trouble working:

  1. Batteries do not have enough power or are installed incorrectly.
  2. The slide switch on the receiver is not in the correct position.
  3. The remote hand-held transmitter has not had the “learn” function activated to the receiver.
  4. Defective component, for which replacement parts can be purchased or replaced under warranty within 1 year of the purchase of the remote.

Changing Batteries On Gas Logs

Syncing Remote & Receiver

Each fireplace has a rating plate either inside the operating door or in the lower controls cavity. On that rating plate is your model number and serial number. Wood-burning fireplaces have a metal serial/model plate in the upper left side or right side of the firebox, or riveted on the smoke shield behind the screen. Gas burning fireplaces and inserts have a serial/model/rating plate in the lower cavity controls area. Gas stoves have a serial/model/rating plate attached to the back of the stove or inside the pedestal base.