Troubleshooting

  1. Make sure chimney is completely blocked off as any draught will cause fire to shut down into safety mode
  2. ensure fuse in plug is 13amp

If this does not work then request our engineer visit by filling out our report fault form

Reset switch by turning main power switch off and waiting 10 minutes then turning it back on or reset circuit breaker. If this does not work then request our engineer visit by filling out our report fault form

Switch fire off for 5-10 minutes and retry. If not successful then request our engineer visit by filling out our report fault form

1. Check fire has adequate power supply by checking fuse in plug, also make sure the power socket used has power by trying another electrical item in it. 

2. Ensure all flame settings on remote control are set to maximum brightness.

If this does not work then request our engineer visit by filling out our report fault form

1. Check fire has adequate power supply by checking fuse in plug, also make sure the power socket used has power by trying another electrical item in it. 

2. Ensure all Fuel bed settings on remote control are set to maximum brightness

If this does not work then request our engineer visit by filling out our report fault form

1. Replace batteries in remote control.

2. Aim control at sensor located directly behind glass screen in centre of unit just above logs.

3. Replace remote control and/or sensor.

If this does not work then request our engineer visit by filling out our report fault form

Check fire has adequate power supply by checking fuse in plug, also make sure the power socket used has power by trying another electrical item in it. 

If there is no issue with fuse in the plug or power supply then request our engineer visit by filling out our report fault form

Switch off power my mains for 10 minutes then retry.

If this does not work then request our engineer visit by filling out our report fault form

If the above troubleshooting doesn’t work, please report a fault here 

Please ensure you follow our trouble shooting guides carefully as unnecessary engineer visits could lead to call out charges. Please see our T&C’s for more information.

If you are unsure how to correctly follow this trouble shooting then please request a callback from one of our trained engineers for a step by step personal troubleshooting service. Please allow upto 72 hours for this service.