Divider Arrow FAQS

  1. My heater shut off and will not start, but the flames are working just fine?

  2. My remote control does not work?

  3. I have scratched the finish of my mantle, what can I do to fix this?

  4. What is the Scent Center (TM) that I read about in my owners manual?

  5. What does adjustable louver mean, and why is it important?

  6. I can not adjust the brightness control on my fireplace using the remote control?

  7. The glass door on my fireplace is dirty. Can it be cleaned?

  8. How do I clean the flame screen?

  9. How do I adjust the heat setting on my fireplace?

  10. My fireplace seems to be operating but there is no flame on my screen or I have some flame but it seems very dim?

  11. It seems I may be missing a piece or component for my fireplace or stove?

  12. I am having trouble assembling my new mantel or stove?

  13. I hear a scratching noise from inside my firebox?

Divider Arrow ANSWERS

My heater shut off and will not start, but the flames are working just fine?

It is likely that the “overheat protection” device has been triggered in the firebox insert. This device prevents the firebox insert from overheating to a point that may present a danger to the user. Generally this device is triggered when something is blocking the air intake holes (on top of the firebox insert). Please ensure that no objects are blocking this intake vent.

 

To reset this device, simply unplug the insert from the electrical outlet, wait 5 minutes and plug back in.  The firebox insert should be operating properly now.  If you have any further problems, please contact our Customer Service department at 1-877-744-3649 or service@phoenixinno.com.