Frequently Asked Questions

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Commonly Asked Fireplace Questions

Gas Fireplace Ignition Troubleshooting

What is a safety pilot?
Unlike an IPI system, a safety pilot is a standing pilot system, which means the pilot stays on even when the appliance is not in use. The safety pilot prevents the flow of gas in the event the pilot flame is extinguished. This can happen due to excess airflow, particularly in outdoor appliances or those installed in drafty areas.

How much gas does the pilot light use? Can I shut it off in the summer?
A pilot light will burn 800 to 1500 BTUs/hr. Your monthly gas bill should include your exact cost per “therm” (100,000 BTUs). Based on this rate, you can calculate the cost of operating a pilot light in your area. You can turn the pilot off when you won’t be using your appliance for an extended period and then use our instructions to relight the pilot when needed.

My gas appliance worked fine initially, but I must frequently re-light the pilot. What should I do?
Regular servicing is essential for gas appliances. Dust and debris can accumulate and affect pilot operations. Schedule a pre-season service call to ensure your appliance operates efficiently. Allowing the appliance to fail during the heating season often means a longer waiting time for your appointment.

How do I light my standing pilot?
Refer to the following page: How to Light Your Pilot

What is an IPI ignition system on a Heat & Glo gas appliance?
Intermittent Pilot Ignition is an electronic system that ignites the pilot when the appliance is turned on. Unlike traditional standing pilot systems, the pilot does not remain lit when the appliance is off, hence the term “intermittent” pilot. The benefit of the IPI system is energy conservation. Fuel is only used while the appliance is in operation, not to maintain a pilot even if the appliance is off. IntellFire is Heat & Glo’s exclusive energy-saving IPI system for gas fireplaces and fireplace inserts. Like all IPI systems, it supplies an ignition flame only when needed, and it has a battery backup system that supplies power to spark the ignition flame in case of a power outage. Hence, you never need to worry about another chilly winter night. (Heat & Glo recommends conserving battery life by only installing them in case of a power outage unless you have an IntelliSwitch wall control, in which case you may leave the batteries in the system year-round.)

How to reset your IntelliFire Plus ignition system
Please refer to the following page: Resetting Your Intellifire Plus Ignition System

Are gas hearth products expensive to operate?
Operating costs will vary by region, gas utility, and fuel type. Based on national averages, a natural gas fireplace consumes 27,000 BTUs/hr. It will cost less than 20 cents an hour to enjoy. LP (Liquid Propane) units run slightly higher. Your monthly gas bill should include your exact cost per therm (100,000 BTUs). Based on this rate and the BTU input listed on the rating plate on your appliance, you can calculate the price for your area.

Will my Fireplace Xtrordinair® gas fireplace work during a power outage?
Yes, all our gas fireplaces feature a battery backup and can operate during power outages.

Can gas hearth products burn either natural gas or LP gas?
They can burn one or the other, but not both. You need to be sure your gas hearth appliance is set up for the type of gas fuel you intend to burn. Conversion kits are sometimes available, allowing a unit to be changed to match the proper fuel type. Please call your nearest Western Fireplace Supply service department for additional help.

I have an odor coming from my gas fireplace. Why?
A new gas fireplace requires a burn-in period to eliminate manufacturing residues and cure the paint. We recommend burning the fireplace for three hours, allowing it to cool, cleaning the glass, and then continuously burning it for 9-21 hours without stopping. This should end the manufacturing smell on a new fireplace. Make sure you re-latch the glass so it is securely fastened on your fireplace before burning. Open a window if needed to release any odors.

If you have a gas fireplace that is not brand new and is emitting some odor, it may need to be cleaned, as dust can produce an unpleasant odor when heated by the fireplace. When your fireplace is off and fully cool, dust or clean the louvers behind the front, the top of the fireplace, and the bottom of the valve cavity. These are all places where dust and dirt can collect. If you have difficulty removing the decorative face on your fireplace, please contact your nearest Western Fireplace Supply service department for additional help.

Another source of odor can be the items on your mantel. Remove all objects from your mantel and then replace them individually to determine the source. The final common source of odors can be adhesives used in surround or finish materials (such as slate, marble, etc.). The installer of those materials will need to investigate this.

I have a fan kit on my gas fireplace, but it is noisy and doesn’t blow much air?
Many fan kits have a rheostat control (like a dimmer switch on a light) so that you can manually adjust it. You can get more air from your fan by ensuring the fan control is turned to the desired level. To reduce noise, turn the fan down. If your product has a rheostat control, you will typically find the fan control in the control area behind the front and below the glass of the fireplace or stove or on a wall switch with a rheostat. Many remote controls can control the speed and sound of your fan from the convenience of your favorite chair! Don’t have a remote control? Please contact your nearest Western Fireplace Supply; we will help you find the right one.

Why does my fan not turn on right away?
Most fans are wired into the fireplace with a fan sensor switch. This switch will activate the fan when the fireplace heats up to a specific temperature, and some are set to start at certain times (e.g., seven minutes after startup, etc.). It will also automatically turn the fan off when the fireplace is turned off, and the unit cools to a specific temperature. This sensor is provided so you won’t circulate chilly air in your home. The amount of time needed to heat the fan sensor will differ depending on the model of your fireplace, stove, or insert.

Can I install a fan kit on my fireplace after the fireplace has been installed?
Yes, depending on your fireplace model. Before installing a fan kit, you must ensure electricity has been run to the junction box underneath the fireplace. You can test the junction box by plugging a lamp into it and switching it on and off. If there is no electricity to the junction box, you must run electricity to the fireplace first to operate a fan. We can help you determine if a fan kit is available for your specific model and can order and install the correct one for you.

Why do I have blue flames?
This is normal in the first several minutes of operation. If you still have blue flames after the first 30 minutes of burning your appliance on high, an adjustment to your unit may be needed. For help, contact your nearest Western Fireplace Supply service department.

The fireplace does not turn on and off at the desired temperature. Why?
When the remote is in the thermostat mode (SMART-STAT and RCT-MLT remote models), the fireplace will only cycle on/off when the room temperature exceeds the desired temperature by two degrees Fahrenheit or one degree Celsius. We use a range instead of a static number to avoid continuous fireplace cycling.

Can I adjust the flame height on my fireplace?
Flame height adjustments are available on many of our gas fireplaces. Check the owner’s manual for your appliance or talk with your Western Fireplace Supply store to see if you have this choice available.

Is a gas insert the same as a gas log?
No, gas inserts are complete heating appliances designed for efficiency, while gas logs are primarily decorative and not intended for heating.

Can I have an electrical cord for my new gas fireplace insert on my hearth?
An electrical power cord/power is required to operate the convection fans and decorative accent lights found on many gas fireplace inserts; however, some installations allow a licensed electrician to hide the cord by bringing power to the fireplace. An in-home consultation will help you determine what your options are.

I already have a chimney. Why do I need liners?
Our direct vent gas fireplace inserts are sealed. Direct vent inserts utilize outside combustion air for greater efficiency and have less exhaust leaving, so the draft is ensured with a liner.

What powers the remote control?
Batteries power our remote-controlled transmitters (hand-held devices). At the same time, receivers (found in the fireplace) are often hard-wired into your electrical system, usually during installation. Some of our fireplaces also have a battery backup system in case of weather emergencies. For more information on your system, refer to your user guide or owner’s manual. (https://www.heatnglo.com/manuals)

How long will the batteries last?
Under normal operating conditions, the batteries should last 6-12 months. Each battery in the remote controls should produce 1.5V to 1.6V to operate. If the batteries generate 1.35V or less, they can cause intermittent operation, and you should replace them.

I have questions or issues with my Heat & Glo remote control. Where can I find more information?
The best place to start is your remote control’s user guide (https://www.heatnglo.com/manuals). If you still can’t find the help, please call the service department at your nearest Western Fireplace Supply location.

What is the communication range for the transmitter and receiver?
Typically, a fireplace remote control transmitter operates between 1 and 30 feet, but the range may be reduced to about 10 feet when the receiver is mounted inside a prefabricated fireplace.

Can outside sources influence my remote-control unit?
Yes, other electronics using similar RF technology can interfere with your remote. Changing the dip switch settings in your transmitter and receiver can resolve conflicts.

Why is my remote control not working?
The following are the top reasons why remotes do not function:

  1. Your batteries are dead or installed incorrectly. Try swapping in fresh batteries or consulting your remote’s user guide to ensure they’re installed correctly.
  2. Your fireplace may not be paired with the remote. Contact your nearest Western Fireplace Supply location to help solve this issue.
  3. You may have a defective part, for which replacement parts can be bought or the remote replaced. This can be done under warranty within one year of the purchase of the remote. Please call your nearest Western Fireplace Supply service department for more help with replacing parts.
  4. There may be something interfering with your remote.
  5. Your remote may be out of range. Most transmitters work best within 25-30 feet of the fireplace. If you think you’re nearing the limit of your control’s range, try using the remote closer to the fireplace.

Why won’t my remote turn my fireplace on/off?

  1. The on/off switch on the fireplace and wall may be in the on position. This will override the remote control. To use the remote, have the wall switch off.
  2. The remote is in the thermostat mod, and the room temperature has not exceeded the desired setting by two degrees Fahrenheit or one degree Celsius. Turn off the thermostat mode or raise the temperature to resolve this issue. Your remote’s user guide or your nearest Western Fireplace Supply location’s service department for assistance in completing this task.
  3. Batteries in the hand-held transmitter are old and underpowered. In this instance, they may work up close but not a few feet away. Replace the batteries with new ones and try the remote again.
  4. The remote control is outside the 25-30 foot range of operation. Move closer to your unit and try again. If you need help, please call the service department of your nearest Western Fireplace Supply location.

What can interfere with the operation of the remote control?
Our manufacturers include many built-in safety functions to ensure that your remote control and hearth product operate harmoniously. For this reason, the remote’s receiver should not be installed at the very back of the fireplace, stove, or insert, as excessive metal will deflect the frequency in a direction that may not be in line with the receiver of your remote control. Large metal artwork can also interfere with radio frequency.

Can I have both a handheld remote control and a wall switch?
The answer truly depends on the product. However, even with technically possible products, there is an operational priority (or a pecking order) of the many ways to turn your fireplace on or off. As such, Western Fireplace Supply recommends that you control your product with either a remote control or a wall switch rather than attempting to control it with both. Please refer to your control’s user guide or product manual for help if you think this operational priority is causing issues.

How can I avoid accidentally operating the remote control while I am away from home for an extended period?
Rest assured that every current Heat & Glo remote has a safety feature that turns the fireplace off after nine hours of continuous usage (when operated in manual mode). Every current Fireplace Xtrordinair and Lopi remote control will shut off the appliance after 24 hours of constant use. Ensure the thermostat mode is not on to ensure this safety feature works. For an extra layer of protection, you can also unplug your remote receiver from its power source and access it behind the fireplace front.

Fireplace Xtrordinair and Lopi remote control Troubleshooting

Fireplace Xtrordinair GreenSmart Remote Common Questions

Fireplace Xtrordinair GreenSmart 2 wall mount control user guide

Why am I feeling a cold draft from my wood-burning fireplace?
There are several probable causes of cold drafts from a wood fireplace. One possible explanation is that the damper is open. This can be remedied simply by closing it. Also, check the installation manual for any other potential openings that need shutting. If the fireplace is mounted on cement, that can also transfer cold into your home. Chilly air can enter if the chase or doghouse (the bump-out to accommodate your fireplace) is not insulated adequately.

What is the difference between Positive Pressure and Natural Convection in wood-burning fireplaces?
We offer both our exclusive Positive Pressure system and Natural Convection wood-burning fireplaces! Positive Pressure, or Posi-Pressure, is a technology used by Fireplace Xtrodinair. It draws outside air into the cavity around the firebox and heats it. Then, it circulates throughout the home and seeks out cold spaces, warming your entire home. Natural Convection pulls room air from below the fireplace, heating the air as it is channeled around the firebox and distributing it back into your room through the convection chamber to heat your home evenly.

Please note: The Fireplace Xtrordinair exclusive GreenStart™ Igniter is available with their Apex wood fireplace models.

Why is a Fireplace Xtrordinair® wood fireplace more efficient than traditional open fireplaces?
Our zero-clearance wood fireplaces are EPA-certified, clean-burning appliances that pull combustion air from outside, conserving your heated indoor air. Installing a zero-clearance fireplace is often more cost-effective than traditional masonry options.

What is catalytic technology, and is it beneficial for wood fireplaces?
All our wood fireplaces feature catalytic technology, allowing for highly efficient, clean burns in all settings. This technology ensures long burn times and high BTUs, making it ideal for effective home heating.

I get smoke spillage when lighting my wood fireplace. Will an insert help? Lopi stoves feature a bypass damper, which allows you to have a larger exhaust opening for smoke to exit through the chimney rather than into your room. The Lopi GreenStart™ Igniter option also allows you to start your fire with a button, establishing a solid draft and preventing smoky startups and smoke spillage! How do I know my wood is dry enough to burn? Testing the moisture level in your wood is a crucial yet often ignored step when burning wood fires. Wet wood creates excessive smoke and moisture in the firebox, whereas dry wood allows for a hotter, more efficient burn. Lopi® includes a FREE MOISTURE METER with every wood-burning model to ensure you burn dry wood and get the highest performance out of your appliance. Simply split your wood and use your moisture meter to test it out! How to Use Your Wood Moisture Meter
Do you need a grate or insert when burning a fire in a wood stove? No. Leave about an inch of ash on the stove’s firebrick floor and place your wood directly on it. Why does my blower take so long to come on? The blower’s temperature sensor (snap disc) is on the bottom or back side of the firebox. Once the sensor reaches temperature, the blower will turn on. Depending on the amount of wood and the size of the fire, this temperature sensor can take anywhere from 20 minutes to an hour to heat up and turn on the blower(s). Why does the blower come on, go off, and repeat this cycle? This is called cycling. This occurs when the blower comes on, and the blower’s air pushes through the fireplace and cools off the temperature sensor. A hotter fire will help eliminate cycling from happening. You should contact your nearest Western Fireplace Supply service department if this does not. When I start a fire or reload, smoke returns to the room. If your Lopi model is equipped with a bypass damper, ensure it is opened before starting a new fire or when you open the door to reload wood into the firebox. If smoke continues with the bypass open, your flue may need to be cleaned, or your home could suffer from adverse pressure. My bypass damper is hard to move or will not move. This is a symptom that your stove and system need to be cleaned. Contact your chimney sweep to clean the chimney and the bypass system thoroughly. How do I clean the catalytic combustor? Lopi recommends cleaning the combustor with an ash-specific vacuum (with special filters to capture the extremely fine ash particles) and a soft-bristle brush attachment. Why is my glass black? Dirty glass results from a poor draft, wet wood, a small fire, or closing the damper too early. Why do I get short burn times? The primary cause is loading more wood into the appliance. Other factors include burning softwood, such as pine, for overnight burns and too much combustion air delivered to the firebox. How often do I need to clean my chimney? It should be inspected at least twice a year and cleaned as necessary. How often you need to clean your chimney will depend on many factors, such as how much wood you burn, the type of wood you burn, and how hot you burn your stove. The temperature on the readout (if equipped) says over 600 degrees, but the blower is not on. The temperature readout tells you the exhaust temperature behind the catalytic combustor at the top of the stove. The temperature sensor for the blower is on the bottom of the insert and will be different. Smoke enters the room at start-up when it is cold outside, and the bypass is open. The venting that takes the exhaust outside is cold, preventing the smoke from rising. If you have a GreenStart™ igniter, press the button before loading and let it run a cycle. This will preheat the venting. If there is no igniter on the insert, start a small fire with the newspaper at the rear of the firebox. This will preheat the vent and assist in creating a draft. How do I clean the glass? The best way to clean glass is to let the air wash do the work. Start or reload a fire with open-air control, establish a fire, and watch the glass clean itself. We also recommend glass cleaners formulated explicitly for wood burning, such as Rutland (Number 84) “Stove, Grill & Hearth Conditioning Glass Cleaner.” This Rutland product uses a non-scratching formula that removes soot, creosote, carbon, and other mineral residues from the glass. When cleaning my wood stove, should I remove all the ash? Leave between ½ ” and 1” of ash in the bottom of your Lopi wood-burning stove or insert for best performance. Will installing a wood insert help with smoke spillage? Our inserts feature a bypass damper for larger exhaust openings, preventing smoke from entering your room. The GreenStart™ Igniter option allows for easy fire starting and strong draft establishment. Will a Fireplace Xtrordinair® Flush Wood Insert heat like my old wood insert? Yes, our Flush Wood Hybrid-Fyre® Inserts provide excellent heating while offering a clean, finished look that resembles a traditional wood fireplace. Will a Fireplace Xtrordinair® wood insert burn less wood than an open wood fireplace? Our wood insert models utilize award-winning Hybrid-Fyre® technology, which is highly efficient and designed to maximize heat output while burning less wood.

What are the benefits of heating with pellets?
Heating with pellets has several benefits. Pellets are clean-burning, renewable, affordable, and available nearly everywhere. All Lopi pellet stoves may be connected to a thermostat, providing the convenience of maintaining a relatively constant room temperature without the cutting, stacking, and splitting of cordwood or the need to be present to start the fire.

What are wood pellets?
Pellets used as fuel for pellet-burning stoves are commonly made from wood and wood byproducts such as sawdust. These materials are compiled and compacted waste from industries such as lumber milling, wood construction, and sawmills. As a recycled product, pellets are an environmentally friendly energy source for your home.

How should I store my wood pellet fuel?
Pellet fuel must be kept dry and stored in a cool, dry space, protected from water and humidity, for your stove to light easily, work reliably, and allow you to control the temperature of your pellet-burning stove. Damp and degraded pellets can clog the stove’s hopper, leading to mechanical malfunctions.

How often should I clean or insert my pellet stove?
The answer depends on the quality of pellets, the amount of usage, and the unit’s performance. The burn platform and ash should be removed at least once a week or as needed for consistent operation. Consult your owner’s manual for further details.

Why doesn’t my unit light consistently?
Cleaning the burn platform more frequently will allow the pellets to light more consistently.

Why does the unit push unburned pellets off the platform?
The unit may need maintenance. The burn platform, combustion fan, and exhaust venting may need cleaning, or you may have bad pellets.

Why does the exhaust fan come on when I plug the unit in?
This is a purge feature to remove smoke in case of a power failure.

Do I need to adjust the air intake?
Many factors must be considered, such as the vent height and whether the burn rate is high or low. For additional information, consult your Lopi pellet stove owner’s manual.

Can I install a fireplace stove or insert it myself?
Our hearth products must be installed strictly according to local and national building codes and the unit’s installation manual. We recommend that a factory-trained professional install them.

What is the difference between a Direct Vent and a B-Vent gas hearth product?
A B-vent gas fireplace must be vented vertically and use fresh air inside the home to supply oxygen to the fire. A direct vent has a sealed glass front that pulls all its fresh air outside the home. Direct vents can be vented vertically or horizontally through an exterior wall. They are a completely sealed system; B-vent appliances are not.

How do gas fireplaces vent?
Most of our gas fireplaces and inserts are direct vents (DV). This means they have a fixed glass front that seals the gas burner and combustion firebox from your home. One hundred percent of the fireplace’s combustion air comes from outside the house through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases, keeping indoor air quality. Depending on your preference, the vent can be run horizontally through an outside wall or vertically through the roof.

Can I use an existing masonry chimney as the vent for my gas fireplace?
No. A masonry chimney’s large size makes a factory-built fireplace unsuitable. However, we have several gas fireplace insert models for retrofitting into an existing masonry fireplace. These inserts come with venting that can be used inside an existing chimney. Your nearest Western Fireplace Supply location can help you pick the insert that best fits your needs.

Is direct vent the same thing as ventless?
No. A direct vent uses a high-temperature glass panel to seal off the fireplace’s burn area from the home’s interior. It pulls 100% combustion air to feed the fire outside the house. Because of its design, a direct vent gas fireplace will not affect the indoor air quality of your home. A direct-vent model is efficient since no air from your house goes up the chimney.

Ventless systems operate without a chimney by using room air for combustion. Unlike a B vent or Direct Vent product, they do not require the installation of any pipe or venting. They operate without a glass front and are 99.9% efficient. Ventless systems are not approved in some parts of Colorado.

What does an outside air kit do, and do I need one?
An outside air kit provides added combustion air to the fireplace, feeding the fire with oxygen from outside your home. This will improve the performance of any fireplace installed in a tightly constructed or well-insulated home.

Can a gas fireplace be installed in a bedroom or bathroom?
Yes. In most cases, however, discussing with a Western Fireplace Supply sales staff member is best to ensure the proper size and type of gas fireplace is installed. In a bathroom, the model should include a tempered glass front and be positioned so that water cannot be splashed on it. Be sure to keep it away from slippery surfaces where you may be in danger of slipping and falling.

Can I install a TV above my (Fireplace Xtrordinair®) gas fireplace?
Yes, you can install a TV above all our gas fireplace models. We recommend constantly installing a mantel above your fireplace and below your television to deflect heat away from it. We also recommend using the optional Fireplace Xtrordinarir CoolSmart TV Wall™ Kit or one of the Heat & Glo passive heat kits, which reduce the wall temperatures above the fireplace and allow for safer installation distances.

Please check with your television’s manufacturer for a good-faith clearance estimate. All TVs have their specifications for safe installation. Then, follow the manufacturer’s recommendations.

Should I have any inspection done on my fireplace, stove, or insert?
We recommend that your fireplace be serviced annually by one of our trained technicians. The technician can inspect for worn or damaged parts or logs and supply any necessary service to ensure it will function year-round.

Is there a “break-in” period for a new gas fireplace?
A curing or “burn-in” time exists on a new gas fireplace. When initially burning your new gas fireplace, the oils, paint residue, etc., from manufacturing will “burn off” the fireplace. We recommend burning the fireplace for three hours, completely cooling it down, removing the glass, and cleaning it with household glass cleaner or Rutland’s White Off, then replacing the glass and burning the fireplace for an additional 9-21 hours continuously. Make sure you re-latch the glass so it is securely fastened on your fireplace before burning. If necessary, open a window to release any odor during this process. This should end the manufacturing smell on a new fireplace.

The Mantel Surface Above My Fireplace Is Hot to the Touch. Is this a Fire Hazard?
While a hot surface above a hot fireplace can be expected, you should always ensure that all materials installed around your fireplace, including combustible trims or mantels, are installed per your appliance’s specific instructions as outlined in your appliance’s manual and per local building codes. If you discover that your mantel or finish work has been installed too low or too close to your fireplace, never assume that it won’t because nothing has happened yet. The flashpoint of wood continues to lower as it is repeatedly exposed to high heat levels and dries out. You should always discontinue the use of the fireplace until your mantel has been re-installed under the manufacturer’s requirements for your specific fireplace.

How do I remove the glass from my fireplace?
Refer to your owner’s manual for specific instructions on removing the glass panel on your model. Many models have spring-loaded clips that apply pressure to secure the glass tightly.

Can I remove the glass panel on my gas fireplace?
If your fireplace was shipped with a glass panel on the front, it must remain in place during operation. The glass on your fireplace can only be removed for service. Direct-vent fireplaces are sealed combustion systems and need the proper glass to function. We sell optional screen mesh panels on the front of the glass that mitigate any reflection and adds another safety barrier against accidental contact with the hot glass panel. Because removing the glass depends on the installed unit, we cannot recommend removing it unless the particular model denotes that it can be removed and the fireplace will still operate safely.

How often should I service my stove or insert?
We recommend annual servicing by factory-trained technicians. Summer is an ideal time for maintenance.

How often do I need to clean my gas fireplace and venting?
Cleaning frequency depends on usage and installation type, but a qualified technician should perform an appliance check-up at the start of each heating season.

How do I clean my gas logs?
Carefully remove the logs and clean them outside with a soft brush or vacuum. Never wash the logs; ensure they are replaced precisely as initially positioned. For additional cleaning, contact your local dealer for professional maintenance.