Problem: The fireplace turns off after the heater is turned on and runs for a few minutes
Cause: The glass panel is not installed correctly, trapping the heat behind the glass panel, causing the fireplace to overheat.
Resolution: Please try the following troubleshooting steps:
1. Leave the fireplace powered off for 15 minutes.
2. Remove the glass panel from the fireplace.
3. Turn on the fireplace and turn on the heater, with setting the heater on HIGH.
4. Run the fireplace with the heat on HIGH for 10 minutes.
If the units stays on, reinstall the glass panel, making sure the heating vents are not covered at the top. If the vents are covered then the heat will get trapped in the fireplace and the unit will shut down.
If the unit shuts off without the glass panel installed, the heater is not functioning. Please contact our technical support team at 800-215-1990 for further troubleshooting or click the following link to file a support ticket: https://touchstonehomeproducts.freshdesk.com/support/tickets/new
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