FAQ

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front which seals the gas burner and combustion firebox off from your home. 100% of the combustion air used by the fireplace comes from outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases, maintaining indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof, depending on your preference.

• It is very important to clean your glass after the initial 10 continuous hours of burn time. Failure to do so can cause permanent etching of your glass.
• Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance.
• Remove the front face or louvers of your fireplace; carefully remove the glass assembly of your fireplace (following the instructions in your manual) and lay it on a soft surface.
• Wipe both sides with household glass cleaner (do not use a product with ammonia) and/or white Vinegar, using a soft cloth.
• For heavy deposits, use Gas Fireplace Glass Cleaner, Rutland White Off Glass Cleaner, or other hard water deposit glass cleaner recommended by your servicing dealer.
• Carefully replace the glass in front of the fireplace (following the instructions in your manual), making sure glass assembly and front are secured.
• After this initial cleaning, clean your glass as often as necessary, particularly if adding new ember material. Never use any abrasive cleaners or cloths to clean your glass. Scratching can cause the glass to shatter.

Caution: you must ALWAYS remove your fireplace glass prior to lighting your pilot.

Steps to lighting your pilot:

1. Locate gas supply valve (typically behind louvers, below glass opening – may be red or blue).
2. Open valve by pivoting handle to be parallel to the gas line.
3. Locate pilot assembly with spark igniter (located behind and below logs in the firebox – typically in the bottom center).
4. Then locate red or black igniter button.* Push igniter to verify spark at pilot area.
5. Locate the black or green valve control knob (knob with the words “ON”, “OFF” and “PILOT” on it). Push in and rotate counter-clockwise until the word “pilot” is in the 6 o’clock position.**
6. While pressing and holding in the valve knob (in “PILOT” position – it should press in about 1/4″), press the red piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not light, wait 5 minutes and try again. Once the pilot is lit, continue to hold the valve knob in for 30 seconds, then slowly release.
7. If the pilot light goes out, contact your nearest dealer for service. Remember to shut the gas supply valve off (picture #1). If it remains lit, press the valve knob in slightly and rotate counter-clockwise until the word “ON” is in the 6 o’clock position.
8. Finally, turn the unit’s ON/OFF switch (or wall switch or remote control) to the “ON” position to start your fire. Make sure you put the glass front back on the fireplace prior to burning your fireplace. Make sure the glass is securely clamped on, at all points, prior to replacing the front.
9. Enjoy your fireplace!

*If you do not see a red or black spark igniter button, you do not have a manual ignition system. If power is actively supplied to your fireplace, simply turn the on/off button, wall switch or remote control to “on” to ignite your main burner.

**Note: Some valve assemblies may be inverted in their brackets. If that is the case, then the word “PILOT” will be in the 12 o’clock position to light the pilot, and “ON” will be set to the 12 o’clock position to turn on your main burner.

Please refer to the installation manual or users guide for your fireplace to see how the glass is attached to your specific model and instructions for removal.

Our fan kits come with a rheostat control (like a light dimmer). You can turn the control down to reduce the air noise from your fan. The fan control can be found in the control area behind the lower louver of the fireplace.

Many of our gas fireplace models that have louvers or grills on the front can have a fan kit added. You will want to make sure that electricity is run to the junction box underneath the fireplace first, before ordering & installing a fan kit. You can test the junction box by plugging a lamp into the junction box and switching it on and off. Also, make sure the circuit breaker is not tripped. If there is no electricity to the junction box you would have to run electric to the fireplace first before the fan kit could be installed. You can order a fan kit through your local dealer; installation instructions are packed with it.

You need to check with the manufacturer of your television. We follow the recommendations of the TV manufacturer. Please note that we take no responsibility for any damage caused by the heat of the fireplace.

No. The louvers allow room for air to move around the heat exchanger. Blocking this airflow can cause fires and will void your manufacturer’s warranty and possibly your homeowner’s warranty.

Not on a direct vent or B vent model. A gas fireplace is an engineered system that includes the firebox, burner, logs, venting and options which are tested and listed by AGA or UL. Changing any of the specifications or placement of the logs could void your manufacturer’s warranty, and possibly even your homeowner’s warranty.

The glass on a gas fireplace WILL reach very high temperatures. USE CAUTION: Carefully supervise children in the same room as your appliance; alert everyone to the hazards of high temperatures; do not operate with protective barriers removed; keep clothing, furniture, draperies and other combustibles away.

While direct vent gas fireplaces are designed principally for their aesthetic value, we try to get as much heat output as possible to provide added value to the homeowner.

It should be noted that while we are getting a lot of heat, we are passing the ANSI and UL standards for combustible temperatures. The allowable is 117°F above room temperature for combustibles. Average room temperature is 70-75°F; therefore a 187-192°F surface temperature can be expected. On a solid surface, 150°F is very hot to the touch (to put this in perspective, water boils at 212°F and the average bath water temperature is 110°F).