The following are the top reasons why remotes do not function:

1) Batteries do not have enough power or are installed incorrectly.
2) Misunderstanding on how the remote features operate the fireplace.
3) The slide switch on the receiver is not in the correct position.
4) The remote hand-held transmitter has not had the “learn” function activated to the receiver.
5) For standing pilot units, the thermopile must generate a minimum of 200 Millivolts. The fireplace requires more millivolts to operate via the remote control because it adds resistance to the system.
6) Defective component, for which replacement parts can be purchased or replaced under warranty within 1 year of the purchase of the remote.

It is very important to clean your glass after the initial 3 hours of burn time. Failure to do so can cause permanent etching of your glass.
 
1) Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance. 
2) 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. 
3) Wipe both sides with household glass cleaner (do not use a product with ammonia), using a soft cloth. 
4) For heavy deposits, use Stove Bright Glass Cleaner , Rutland White Off Glass Cleaner, or other hard water deposit glass cleaner recommended by your servicing dealer. 
5) Carefully replace glass on front of fireplace (following the instructions in your manual), making sure glass assembly and front are secured. 
6) 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.

1) The on/off switch on the fireplace and/or wall may be in the on position. This will over ride the remote control feature. 
2) The remote is in the thermostat mode (SMART-STAT and RCT-MLT models) and the temperature of the room has not exceeded the desired temperature setting by 2 degrees Fahrenheit or 1 degree Celsius.
3) Batteries in the hand-held transmitter are old and underpowered. May work up close and will not work a few feet away.
4) Hand-held transmitter is outside of the 25’ of operation.
5) Hand-held transmitter has been dropped and the frequency has been moved off the frequency of the receiver.

​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.

​If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries only when there is a power outage.

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.

​It’s not recommended in climates that are high in humidity. Otherwise, you can turn the pilot off when you won’t be using your appliance for an extended period of time, and then use our on-line instructions to relight the pilot when needed.

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