IMPORTANT! Before you try any of the steps below, disconnect your fireplace from power. You can only power up your fireplace when testing results of the troubleshooting.
When flames, ember bed colors, or downlighting appear to be malfunctioning, it may be due to loose connections that connect light strips with the control board. This issue can be corrected by the following steps:
1. Unscrew two screws securing the glass panel (one on each side)
2. Open the glass panel by gently pulling it outwards.
3. Remove the front panel and place it gently on a soft surface.
4. Remove the media, unscrew the crystal strip, and remove it
5. You will now see the light strips. You can remove each light strip to examine connectors and confirm that they are properly connected.
6. If you were able to correct the problem by reconnecting the connectors, you can now put everything back together. If the problem still exists, it is possible that the connectors on the control board need attention. (Continue below to see how you can access the control board)
7. Remove the supporting metal strip at the bottom of the display panel by unscrewing the screws that hold it in place.
8. Unscrew and remove the downlight box located at the top of the display. If your downlight is malfunctioning, this is the right time to examine the light strip connections
9. Unscrew and remove the supporting metal strip at the top of the display panel
10. Now, we need to unscrew and remove the control panel, and the display panel can be tilted outwards
11. If you open the display panel wide enough, you will see the control board all the parts of the fireplace are connected to.
12. When inspecting the control board, pay attention to the zip-ties and their impact on the connectors. You want to make sure that zip-ties are not too tight which may result in unnecessary tension/pulling at points of connection. If necessary, you can even carefully cut the zip-ties to allow wires to spread a little and loosen up any tension. Make sure all connectors are fully plugged into sockets.
If you have tried everything, and the fireplace is still malfunctioning please contact Technical Support by calling 1-800-215-1990
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