Can I use my gas or wood appliance if the power is out to my home?

Yes, you can still use your Heatilator Fireplace. Learn More

How can I eliminate the odor in my wood-burning fireplace?

On new wood-burning fireplaces, first determine what you are burning. You should only be using seasoned wood, newspaper, or kindling. Firestarters can cause a smell. Seasoned fireplaces: what have you burned in the past? Have you cleaned the fireplace prior to burning? If you have used firestarters and/or prefabricated logs, these products are bound together with a wax-type substance, which does not dissipate. This wax can pool and has been found under the hearth refractory and can cause a very foul odor. Also check what is on top of the fireplace. Remove all objects from mantel to see if this eliminates the smell.

How do gas fireplaces vent?

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front which seals the gas burner and combustion firebox off from your home. 100% of the combustion air used by the fireplace comes from outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases, maintaining indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof, depending on your preference.

How do I clean my glass?

It is very important to clean your glass after the initial 3 hours of burn time. Failure to do so can cause permanent etching of your glass. Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance. Remove the front face or louvers of your fireplace; carefully remove the glass assembly of your fireplace (following the instructions in your manual) and lay it on a soft surface. Wipe both sides with household glass cleaner (do not use a product with ammonia), using a soft cloth. For heavy deposits, use Stove Bright Glass Cleaner , Rutland White Off Glass Cleaner, or other hard water deposit glass cleaner recommended by your servicing dealer. Carefully replace glass on front of fireplace (following the instructions in your manual), making sure glass assembly and front are secured. After this initial cleaning, clean your glass as often as necessary, particularly if adding new ember material. Never use any abrasive cleaners or cloths to clean your glass. Scratching can cause the glass to shatter.

How do I light my pilot?

CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT STEP 1: Locate gas supply valve (typically behind louvers, below glass opening - may be red or blue). STEP 2: Open valve by pivoting handle to be parallel to gas line. STEP 3: Locate pilot assembly with spark igniter (located behind and below logs in the firebox - typically in the bottom center). STEP 4: Then locate red or black igniter button.* Push igniter to verify spark at pilot area. STEP 5: Locate the black or green valve control knob (knob with the words 'ON', 'OFF' and 'PILOT' on it). Push in and rotate counter-clockwise until the word 'pilot' is in the 6 o'clock position.** STEP 6: While pressing and holding in the valve knob (in 'PILOT' position - it should press in about 1/4'), press the red piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not light, wait 5 minutes and try again. Once the pilot is lit, continue to hold the valve knob in for 30 seconds, then slowly release. STEP 7: If the pilot light goes out, contact your nearest dealer for service. Remember to shut the gas supply valve off (picture #1). If it remains lit, press the valve knob in slightly and rotate counter-clockwise until the word 'ON' is in the 6 o'clock position. STEP 8: Finally, turn the unit's ON/OFF switch (or wall switch or remote control) to the 'ON' position to start your fire. Make sure you put the glass front back on the fireplace prior to burning your fireplace. Make sure the glass is securely clamped on, at all points, prior to replacing the front. STEP 9: Enjoy your fireplace! * If you do not see a red or black spark igniter button, you do not have a manual ignition system. If power is actively supplied to your fireplace, simply turn the on/off button, wall switch or remote control to 'on' to ignite your main burner. ** Note: Some valve assemblies may be inverted in their brackets. If yours appears to be the mirror image of picture #4, then the word 'PILOT' will be in the 12 o'clock position to light the pilot, and 'ON' will be set to the 12 o'clock position to turn on your main burner. CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT

How do I remove the glass from my fireplace?

Please refer to the installation manual or users guide for your fireplace to see how the glass is attached to your specific model and instructions for removal.

My fan kit is too noisy. What can I do?

Our fan kits come with a rheostat control (like a light dimmer). You can turn the control down to reduce the air noise from your fan. The fan control can be found in the control area behind the lower louver of the fireplace. We also provide optional remote controls which can control your fan speed and flame height from your favorite chair! Your dealer can help you with adding a remote control.

Should I have any type of inspection done to my fireplace, stove or insert?

Yes. We recommend annual service of your fireplace by a qualified serviceperson. This will ensure that your appliance is functioning properly.

Should I leave the batteries in my IPI system?

If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries only when there is a power outage.

Where can I get help if my appliance is not working correctly?

Your local dealer can provide the proper diagnosis, equipment and resources to provide the necessary corrective actions. We ask that your dealer contact us if further assistance is needed to resolve your service issue. Find a Dealer

Can I install a blower or fan kit on my fireplace after the fireplace has been installed?

Many of our gas fireplace models that have louvers or grills on the front can have a fan kit added. You will want to make sure that electricity is run to the junction box underneath the fireplace first, before ordering & installing a fan kit. You can test the junction box by plugging a lamp into the junction box and switching it on and off. Also make sure the circuit breaker is not tripped. If there is no electricity to the junction box you would have to run electric to the fireplace first before the fan kit could be installed. You can order a fan kit through your local dealer; installation instructions are packed with it.

Can I install a fireplace, stove or insert myself?

Installation of our hearth products must be done in strict accordance with local or national building codes, and the unit's installation manual. We recommend that our products be installed by a factory-trained professional. You can find a factory-trained professional on this website under the Dealer Locator section.

Can I install a traditional or plasma TV above a gas fireplace?

You need to check with the manufacturer of your television. We follow the recommendations of the TV manufacturer. NOTE: we take no responsibility of any damage caused by the heat of the fireplace.

Can I install one of your indoor fireplaces outside?

We make a wide variety of products that can be used in an outdoor porch, patio or open area under the Outdoor Lifestyles product line. In addition, many of our indoor products can be used in protected outdoor applications as long as they follow theinstallation guidelines found here.

Does the cost of the fireplace/stove/insert include everything I will need for the installation?

No. The Manufacturer’s Suggested Retail Price (MSRP) shown on the website includes the fireplace or appliance only. Fronts, piping, surrounds, gas or electric connections, and installation will be in addition to this suggested price.

Can I buy direct from the manufacturer?

Not directly. We only sell fireplaces through our local dealers. You can find a dealer near you by clicking on the Dealer Locator tab and entering your zip code, state or province in the box provided.

In an effort to deliver quality products, service, and safety, Hearth & Home Technologies, Inc. distributes our family of products exclusively through authorized and trained distributors and dealers. Occasionally, individuals will attempt to sell products online without the consent of the manufacturer. Heatilator, Heat & Glo, Harman and Quadra-Fire do not authorize the sale of products online. Here are a few things to consider if you are contemplating an online purchase of a quality hearth product. Warranty - Heatilator, Heat & Glo, Harman or Quadra-Fire does not warranty products sold outside of our authorized dealer network, nor will they warranty service work on the product that is performed by anyone other than an authorized dealer. In addition, the warranty on our products applies to the original owner only and is nontransferable. Customer Expectations - Our dealers are trained to evaluate your specific needs and suggest to you the products that will best meet those needs. When buying products online, you may be purchasing products that are not ideal for your situation and, as a result, be more costly than you anticipated. The products also require specific venting components with restrictions as to their installation which may not be evident in the purchase without a trained dealer to assess the installation application and recommend the appropriate venting scheme. Shipping Damage - Our products are designed to ship to our customers using approved carriers and processes. The risk for damage increases if you attempt to ship product outside of our dealer network. We will not be responsible for any costs related to shipping damage. Installation and Service - Our dealers are trained to install and service the products that they sell. We strongly recommend our products be installed and serviced by authorized dealers. Your warranty will be void if the product is not installed, operated and maintained in compliance with local building codes and with the instructions in the installer’s guide, owner’s guide and listing agent identification label furnished with the product. Your warranty will also be void if any service work is performed on the product by anyone other than an authorized representative. Furthermore, many local dealers will not service a fireplace they did not sell, making the authorized service of your product much more expensive. Lastly, the installation and set up of a product requires very specific installation and operational accessories. These accessories are often times not included in online sales, and can be very difficult and expensive to find after the fact. For proper sales and service, find a local authorized dealer near you.

Why should I buy a remote control?

Remote Controls are a consumer convenience. They are great for the busy lifestyles of today and will enhance the relaxing mood created by our gas fireplace by allowing the user to relax in their favorite chair and operate their fireplace while reclining in comfort. They are especially convenient in large rooms where a switch on the fireplace or on the wall is not always easily accessed. It is also an extremely popular option for bed/bath sitting rooms.

Can I adjust the flame height on my fireplace?

Flame height adjustments are available on many gas units. Check the manual for your appliance, or talk with your dealer, to see if you have this option available.

Can I burn unvented logs in my wood-burning fireplace?

No. Doing so will void the warranty on your fireplace and possibly void your homeowners insurance. An unvented gas log set that complies with the ANSI Z21.60 standard as a vented gas log set can be used as long as the damper is removed from the unit, but any other type of unvented log set will cause hazardous conditions.

Can I cover the louvers on my fireplace or insert face?

No. The louvers allow room air to move around the heat exchanger. Blocking this air flow can cause fires and will void your manufacturer's warranty and possibly your homeowner's warranty.

Can I partially close the damper on my wood-burning fireplace so less air goes up the chimney?

No. The damper must be in the fully open position when using a wood-burning fireplace. Partially closing the flue (chimney) damper can cause smoke to spill into the room when burning wood, or cause carbon monoxide (CO) to come into the room when using gas logs.

Can I position my gas logs in a different fashion or use a different log set?

Not on a direct vent or B vent model. A gas fireplace is an engineered system that includes the firebox, burner, logs, venting and options which are tested and listed by AGA or UL. Changing any of the specifications or placement of the logs could void your manufacturer's warranty, and possibly even your homeowner's warranty.

Can I shut the pilot off in the summer?

It's not recommended in climates that are high in humidity. Otherwise, you can turn the pilot off when you won’t be using your appliance for an extended period of time, and then use our on-line instructions to relight the pilot when needed.

How does the hand-held transmitter operate the functions of the fireplace?

Hearth & Home Technologies’ remote controls work by radio frequency, which offers the unlikelihood of another remote control activating your individual gas fireplace product.Infrared (light signals) is often used with television and stereo remotes and requires there be no interference between the hand-held and the receiver. Fireplace facings, louvers and different installation options make infrared an unreliable option for fireplaces. Also, the brightness of the flame interferes with infrared control systems.Sonic or Sound is the third technology used with remote controls. The early sonic technology was used on television, but quickly abandoned due to limitation in channels and choices. Most Sonic technology is used in the pest control industry today.

I have a fan kit on my gas fireplace, but it doesn't seem to blow much air.

Your fan kit has a rheostat control (like a light dimmer). You can get more air from your fan by making sure the fan control is turned up to the desired level. The fan control can be found in the control area behind the lower louver of the fireplace, or on a wall switch with rheostat. We also provide optional remote controls which can control your fan speed from your favorite chair! Your dealer can help you with adding a remote control.

I have a fan kit on my wood-burning fireplace but it doesn't seem to blow much air.

Our fans are purposely designed at lower CFMs (cubic feet per minute). There are two reasons for this. This first is to minimize fan noise. Second, a high velocity would tend to cool the air temperature coming out of the top louver of the fireplace. The fan is designed to move warm air into the room, not to move air clear across the room.

I have an odor in my gas fireplace.

On gas fireplaces that are not brand new and are emitting some odor, try cleaning behind the upper and lower louvers. Dust can cause odor. Another source of odor can be the items you have on your mantel. Remove all objects from your mantel and then replace the objects one at a time. A third source of odor can be from the adhesives used in surround materials. This will need to be investigated by your installer. If these suggested sources don’t correctly identify the odor, contact your dealer where the fireplace was purchased and have your fireplace inspected.

Should I leave the batteries in my IPI system?

If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries only when there is a power outage.

The fireplace flame does not turn on and off at the exact desired temperature. Why?

When 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 the fireplace will not turn on and off. The thermostat is set with a 2 degree F (1 degree C) range to avoid continuous cycling of the fireplace.

The glass on my fireplace is unusually hot.

The glass on a gas fireplace WILL reach very high temperatures. USE CAUTION: Carefully SUPERVISE children in the same room as your appliance; alert everyone to the hazards of high temperatures; do NOT operate with protective barriers removed; keep clothing, furniture, draperies and other combustibles away. Barriers such as screens over our direct vent glass help reduce the risk of burn from touching the glass. These screens are available through your local dealer.

The mantel on my fireplace is unusually hot.

While direct vent gas fireplaces are designed principally for their aesthetic value, we try to get as much heat output as possible to provide added value to the homeowner. It should be noted that while we are getting a lot of heat, we are passing the ANSI and UL standards for combustible temperatures. The allowable is 117°F above room temperature for combustibles. Average room temperature is 70-75°F; therefore a 187-192°F surface temperature can be expected. On a solid surface, 150°F is very hot to the touch (to put this in perspective, water boils at 212°F and the average bath water temperature is 110°F).

The temperature reading on my hand-held transmitter does not match my house wall thermostat. Why?

Each system is calibrated by the manufacturer and may not match exactly. If the temperature readings are within 3 degrees this is within the specification.The temperature from one device to another is difficult to determine. The location of the thermostat is very important to the temperature that you are reading at any point in time. The important thing to remember is that you should develop a comfort area and the appliance will keep you at your comfort level rather than the exact temperature read out.

What is an IPI ignition system?

Intermittent Pilot Ignition is an electronic system, which uses an electrode to ignite the pilot gas. In turn, the pilot flame lights the main burner gas. The term Intermittent is used because the pilot burner flame is only present when the main burner is operating. When the main burner is off the pilot is also off. The IPI system ensures the pilot flame extends over the burner for immediate ignition and secondly conserves energy when the appliance is not in operation.Intellifire, an ignition system exclusively featured in Heatilator, Heat & Glo & Quadra-Fire products, is an energy-saving pilot ignition system for gas fireplaces and inserts. It provides an ignition flame only when needed and has a battery backup system that supplies power to spark the ignition flame in the event of a power outage.

What’s the best way to start a fire in my fireplace?

If your fireplace does not have a gas starter, arrange kindling (small diameter sticks) in a crisscross pattern on top of crumpled newspaper under the grate before arranging the logs. Arrange logs in a safe way to ensure that logs don’t roll out during burning. Note that the first few fires you build in your wood-burning fireplace should be small to help avoid excess cracking or spidering in the refractory. NOTE: Do not over fill your fireplace, as this will cause unsafe operation.

Why am I feeling a cold draft from my fireplace?

There are several possible causes of feeling cold air from a wood fireplace. You will want to make sure the damper is closed. Also check the installation manual for any other potential openings that may need to be shut. If the fireplace is mounted on cement versus plywood, that can also transfer cold into your home. If the chase area or doghouse is not insulated adequately, that is another possibility. Please check with your builder or installer on the insulation of the chase.

Why do I have blue flames?

This is normal in the first few minutes of operation. If after the first 30 minutes of full burn you still have blue flames, an adjustment may be needed on your unit. For assistance with this, contact your dealer.

Why will the blower not turn on right away?

Most fans are wired into the fireplace with a fan sensor switch. This switch will activate the blower when the firebox heats up to a certain temperature. It will also automatically turn the blower off when the fireplace is turned off and the unit cools to a certain temperature. This sensor is provided so that you will not be circulating cold air in your home. The amount of time needed to heat up the fan sensor will differ depending on the model of your fireplace. It is common that blowers installed in Firebrick products will take longer to sense the heat and turn on your blower. Firebrick has greater insulating characteristics and holds the heat inside your firebox resulting in higher radiant heat and greater efficiencies

Will my gas hearth product still burn if I lose electricity to my home?

If your model has a standing pilot light, it does not require house current at any time to operate; or if your appliance has our patented IPI or IPI+ System, which works on a battery back up of 2 'D' or 4 'AA' batteries (depending on the particular ignition system), it will work in event of a power outage. You will need to install batteries for operation. If you have a fan or a remote control option, they will not work without power, but the appliance itself will burn and provide heat. (If you have a remote control, you may need to operate the appliance with the ON/Off switch in the control area of the appliance).

Are gas hearth products expensive to operate?

Operating cost will vary by region, by gas utility, and by fuel type. Based on national averages, a natural gas fireplace consuming 27,000 BTUs/hr will cost less than 20 cents/hr to enjoy. LP 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 cost for your area.

Can a gas fireplace be installed in a bathroom?

Yes, provided the model includes a tempered glass front. It is also recommended that you do not install the fireplace where it is in danger of having water splash directly on it, nor install where there is a slippery surface where you are in danger of slipping or falling.

Can a gas fireplace be installed in a bedroom?

Yes, however, it’s best to confer with a local dealer to make sure the proper size and type gas unit is installed.

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 the gas hearth appliance you have is set up for the type of gas fuel you intend to burn. Conversion kits are available which will allow a unit to be changed to match the proper fuel type.

Can I cover the louvers on my fireplace or insert face?

No. The louvers allow room air to move around the heat exchanger. Blocking this air flow can cause fires and will void your manufacturer's warranty and possibly your homeowner's warranty.

Can I remove the glass panel on my gas fireplace?

Not if your fireplace was shipped with a glass panel on the front. Direct vent fireplaces are sealed combustion systems and need the glass on to function properly. We sell optional screen mesh panels that go on the front of the glass that takes away any reflection, and adds an additional safety barrier against accidental contact with the hot glass panel. The other type of gas fireplaces we sell, called B-vent fireplaces, come with fixed, not sealed, glass fronts. You would need to check with your local dealer in the area to determine if the glass panel can be removed from this type of unit. Because removal of the glass is totally dependent on the specific unit installed, we cannot recommend that the glass be removed unless the specific model of unit denotes that it can be removed and the fireplace will still operate safely.

Can I use an existing masonry chimney as the vent for my gas fireplace?

No. The larger size of a masonry chimney is unsuitable for use with a factory built fireplace. We do have several models of wood burning or gas burning inserts that are designed for retrofit into an existing masonry fireplace, and they come with special venting that can be used inside an existing chimney. Your local dealer can help you pick the insert that best fits your needs.

Doesn't the solid glass panel keep me from getting heat out of my direct vent gas fireplace?

On the contrary, the glass panel keeps warm room air which your furnace has already heated from going up your fireplace flue. Direct vent fireplaces are excellent sources of zone heating by bringing room air in the bottom grill, heating and returning it to the room through the top grill.

How do gas fireplaces vent?

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front which seals the gas burner and combustion firebox off from your home. 100% of the combustion air used by the fireplace comes from outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases, maintaining indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof, depending on your preference.

How often do I have to clean the gas fireplace and vent?

Although the frequency of your fireplace servicing and maintenance will depend on use and the type of installation, you should have a qualified service technician perform an appliance check-up at the beginning of each heating season.

What gas fireplaces do you sell that do not have glass fronts?

Heatilator carries “Reveal” model B-vent gas fireplaces which are sold without fixed glass on the front. You can view these fireplaces at www.heatilator.com.

What is the difference between a Direct Vent and a B-Vent gas hearth product?

A B-vent must be vented vertically and uses fresh air from inside the home to provide oxygen to the fire. A direct vent has a sealed glass front and pulls all of its fresh air from outside the home. Direct vents can be vented vertically or horizontally through an exterior wall. Direct vents are a completely sealed system; B-vent appliances are not.

Common Fireplace Questions

Common Questions

Browse Heat & Glo's common questions section for answers to questions about our products, installation, service, maintenance, and more.

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