Our Colmar showroom has moved to 31 Oak Ave, Chalfont, PA 18914 Suite 100
Troubleshooting & Maintenance
Troubleshooting & Maintenance
We want your hearth products to keep you and your family warm for years to come. Our extensively-trained staff offers a wealth of knowledge and will work to provide you with answers to all of your questions, no matter how great or small. The Service team at Ambler Fireplace proudly services and repairs every product we sell and install.
Initial Break-In or Burn Off Procedures
Gas Inserts
- The unit should be run 3-4 hours continuously on high.
- Turn the appliance off and allow it to completely cool.
- Remove fixed glass assembly.
- Clean fixed glass assembly.
- Replace the fixed glass assembly and run continuously on high for an additional 8-12 hours.
This cures the materials used to manufacturer the fireplace.
NOTICE! Open windows for air circulation during fireplace break in.
Note: Some installations require additional run time to cure. If odors persist after the initial break-in period, run the fireplace for an additional three to four hours continuously on high.
Note: Some IPI systems have a safety feature that automatically shuts down the fireplace after 9 hours of continuous operation without receiving a command from the remote control. If this occurs, restart the appliance.
Note for units w/ BLOWERS: Set the fan to high during the first three to four hours of break-in operation. This break-in will ensure optimum speed control of the fan during subsequent use.
Frequently Asked Questions
Condensation on the glass
This is a result of gas combustion and temperature variations. As the appliance warms, the condensation will disappear.
Blue Flames
This is a result of normal operation and the flames will begin to yellow as the appliance is allowed to burn for 20-40 minutes.
Odor from the Appliance
When first operated, this appliance may release an odor for the first several hours. This is caused by the curing of the paint and the burning off of any oils remaining from manufacturing. Odor may also be released from finishing materials and adhesives used around the appliance.
Film on the Glass
This is a normal result of the curing process of the paint and logs. Glass should be cleaned within 3-4 hours of initial burning to remove deposits left by oils from the manufacturing process. A non-abrasive cleaner such as gas fireplace glass cleaner may be necessary.
Metallic Noise
Noise is caused by metal expanding and contracting as it heats up and cools down, similar to the sound produced by a furnace or heating duct. This noise does not affect the operation or longevity of the appliance.
Is it normal to see the pilot flame burn continually?
In an intermittent pilot ignition system (IPI), the pilot flame should turn off when appliance is turned off. Some optional control systems available with IPI modules may allow pilot flame to remain lit.
My remote control is not working. Why?
- Batteries do not have enough power or are installed incorrectly.
- Misunderstanding on how the remote features operate the fireplace.
- The slide switch on the receiver is not in the correct position.
- The remote hand-held transmitter has not had the “learn” function activated to the receiver.
- 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.
- Defective component, for which replacement parts can be purchased or replaced under warranty within 1 year of the purchase of the remote.
My remote will not turn my fireplace off. Why?
- The on/off switch on the fireplace and/or wall may be in the on position. This will over ride the remote control feature.
- 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.
- Batteries in the hand-held transmitter are old and underpowered. May work up close and will not work a few feet away.
- Hand-held transmitter is outside of the 25’ of operation.
- Hand-held transmitter has been dropped and the frequency has been moved off the frequency of the receiver.
Troubleshooting Videos
Using your Heat & Glo® Gas Fireplace During a Power Outage*
Depending on your particular fireplace model, you can easily operate your hearth even during a power outage.
Products with standing pilots do not require electricity to ignite, and therefore will work during a loss in power.
For newer hearth products with IntelliFire™ or IntelliFire Plus ignition systems, you can still ignite your pilot with the use of each system’s auxiliary battery pack. Batteries are only to be used in the event of a power outage, not as your pilot’s standard power source.*
- IPI: Requires two D-cell batteries
- IPI+: Requires four AA batteries
For hearth products using a wireless remote or wall switch, you can operate your product by accessing the control box in the controls below your fireplace or behind your stove. By switching the hearth product to ‘ON’, rather than ‘OFF’ or ‘REMOTE’, your fireplace or stove will operate normally without power.
In the event of a power outage, continue to follow all safety precautions including removing any flammable items from the area surrounding your hearth, and keeping children and pets a safe distance away.
If your hearth appliance has been exposed to water in any level, please contact our Service Department as soon as possible.
*Batteries should be used only in the event of a power outage. Batteries left in the battery pack could corrode, potentially causing minor damage. Once the power is restored, remove the batteries and store in a safe place for future use. It is highly recommended from the manufacturer to use brand name batteries only.
Resetting Heat & Glo® RC Series Remote Controls
Resetting Your Heat & Glo® IntelliFire™ Plus Ignition System
How to Clean the Glass on a Gas Fireplace[1]
Relighting Your Heat & Glo® Standing Fireplace
Heat & Glo® Gas Fireplace Troubleshooting
How to Find your Model and Serial Number
RC300 Intellifire Plus Wireless Remote
Syncing Smart Stat or Batt Remote
How to Light Gas Log Sets - Manual Standing Pilot
How to light Gas Log Sets - Millivolt Standing Pilot
How to Light Gas Log Sets - Signature Command
How to Light Gas Log Sets - IntelliFire Plus with ODS
How to Light Gas Log Sets - Matchlight Standing Pilot
For instructions on how to operate a gas log burner from RH Peterson, click here.
[1]: The glass assembly should be cleaned seasonally by the homeowner. CAUTION: Do NOT clean the glass while it is hot. Use a non-abrasive, ammonium free cleaner ONLY. Please consult your owner’s manual for further instructions.
Contact Information
Ambler Fireplace & Patio
31 Oak Ave suite 100, Chalfont, PA 18914
215-997-7300
Ambler Fireplace & Patio
903 E Butler Pike Ambler, PA 19002
215-643-5100
Ambler Fireplace & Patio
724 Fitzwatertown Road Willow Grove, PA 19090
267-607-2037