Care & Maintenance

Pilot lights can go out on any gas appliance. If you are comfortable lighting it yourself, please follow the steps below. If you prefer to have a professional do it, please contact your local dealer for service.

Intermittent Pilot Ignition is an electronic system that ignites the pilot at the time the appliance is turned on. Unlike traditional standing pilot systems, the pilot does not remain lit when the appliance is off, hence the term “intermittent” pilot. The benefit of the IPI system is energy conservation. Fuel is only used while the appliance is in operation, not to maintain a pilot even if the appliance is off.

IntelliFire is our exclusive energy-saving IPI system for gas fireplaces and gas fireplace inserts. Like all IPI systems, it supplies an ignition flame only when needed, and it has a battery backup system that supplies power to spark the ignition flame in case of a power outage, so you never need to worry about another chilly winter night. (We recommend conserving battery life by only installing them in case of a power outage, unless you have and IntelliSwitch wall control, in which case you may leave the batteries in the system year-round.)

Unlike an IPI system, a safety pilot is a standing pilot system, which means the pilot stays on even when the appliance is not in use. The safety pilot prevents the flow of gas in the event the pilot flame is extinguished. This can happen due to excess airflow, particularly in outdoor appliances or those installed in drafty areas.

A pilot light will burn 800 to 1500 BTUs/hr. Your monthly gas bill should include your exact cost per "therm" (100,000 BTUs). Based on this rate you can calculate the cost for your area to operate a pilot light. You can turn the pilot off when you won’t be using your appliance for an extended period, and then use our instructions to relight the pilot when needed.

It depends on your system. Check with your local dealer to see if this is possible on your specific model fireplace.

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 an hour to enjoy. LP (Liquid Propane) 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.

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. Typically, conversion kits are available that will allow a unit to be changed to match the proper fuel type. Check with your local dealer for help.

Your fan kit has a rheostat control (like a dimmer switch on a light) so you can manually adjust it. You can get more air from your fan by making sure the fan control is turned up to the desired level. To reduce noise, turn the fan down. You’ll find the fan control in the control area behind the front and below the glass of the fireplace, or on a wall switch with rheostat. We also supply optional remote controls that can control your fan speed from your favorite chair! Don’t have a remote control? Your local dealer can help you find the right one.

Most fans are wired into the fireplace with a fan sensor switch. This switch will activate the fan when the fireplace heats up to a certain temperature and some are set to start at certain times (e.g., seven minutes after startup, etc.). It will also automatically turn the fan off when the fireplace is turned off and the unit cools to a certain temperature. This sensor is provided so you won’t circulate chilly air in your home. The amount of time needed to heat up the fan sensor will differ depending on the model of your fireplace. For example, fans installed in products with FireBrick will take longer to sense the heat and turn on your fan. FireBrick has greater insulating characteristics and holds the heat inside your firebox resulting in higher radiant heat and greater efficiencies.

Yes, depending on your fireplace model. You will want to make sure that electricity has been run to the junction box underneath the fireplace first, before planning to have a fan kit installed. You can test the junction box by plugging a lamp into the junction box and switching it on and off. If there is no electricity to the junction box you will need to run electricity to the fireplace first to operate a fan. Your local dealer can help you through this process of finding if a fan kit is available (for your model), and order and install a fan kit for you.

Our remote-control transmitters (the hand-held device) are powered by batteries, while receivers (found in the fireplace) are most often hard-wired into your electrical system, usually at the time of installation. In case of weather emergencies, some of our fireplaces also have a battery backup system. For more information on your system, refer to your user guide or owners’ manual.

Under normal operating conditions the batteries should last 6-12 months. Each of the batteries used in the remote controls should be producing 1.5V to 1.6V to operate. If the batteries are generating 1.35V or less, the batteries can cause intermittent operation and you should replace them.

The best place to start is your remote’s user guide. If you’re still not finding the help you need, consult with your local dealer for help.

Heat & Glo has many built-in safety functions to ensure that your remote control and fireplace operate in harmony. For this reason, the receiver of the remote should not be installed at the very back of the fireplace as excessive metal will deflect the frequency in a direction that may not be in line with the receiver of your remote control. Large metal artwork can also interfere with radio frequency.

Heat & Glo offers a wide range of remote options with different features and functions to fit the diverse needs of homeowners. From a basic On/Off switch to a Wi-Fi module that integrates seamlessly with your smart home system, our suite of controls can suit your needs completely. Consult your Heat & Glo offers a wide range of remote options with different features and functions to fit the diverse needs of homeowners. From a basic On/Off switch to a Wi-Fi module that integrates seamlessly with your smart home system, our suite of controls can suit your needs completely. Consult your local dealer to go through the options available for your fireplace. to go through the options available for your fireplace.

Rest assured that every Heat & Glo remote is equipped with a safety feature that turns the fireplace off after nine hours of continuous usage (when operated in manual mode). Make sure that thermostat mode is not on to ensure this safety feature works. For an extra layer of protection, you can also unplug your remote receiver from its power source, accessing it behind the fireplace front.

The IntelliFire app gives you the ability to control your fireplace from anywhere using a smart device and Wi-Fi module so a cozy environment greets you when you walk in the door. It also allows you integrate your fireplace with smart speakers to control it with the sound of your voice.

The fireplace must have the IntelliFire ignition system and be manufactured after December 1, 2019. You will need the Wi-Fi module accessory installed that connects to the IntelliFire Touch control module. Once installed by your service technician, download the IntelliFire® app (Android® or iOS®) and follow the simple steps to connect the app to the Wi-Fi module. For app setup help and smart-home syncing tips, start with our IntelliFire App Setup & Help Videos.

Use of the Wi-Fi module requires you to have an in-home Wi-Fi network. Just like adding any other smart device to a home network, the app will walk you through a series of simple steps to connect the fireplace to the Wi-Fi network. Once connected, you can control all features and functions of your fireplace using the IntelliFire app. For app setup help and smart-home syncing tips, start with the User Guide or our IntelliFire App Setup & Help Videos.

Yes, voice control will work with Amazon Alexa and Google Assistant for on/off control only. To connect your appliance to these devices, search for “IntelliFire” in their apps. You will need to enable and enter your IntelliFire email address and password. Once configured, you will be able to voice control your hearth appliance, e.g., “Alexa, turn on living room fireplace.” For app setup help and smart-home syncing tips, start with our IntelliFire App Setup & Help Videos.

Yes, the fireplace will start with the same setting you had when it was turned off. This makes turning your fireplace on/off with voice control very convenient.

We recommend having it professionally installed by your local dealer. The Wi-Fi module can be added to any IntelliFire Touch appliance manufactured after December 1, 2019.

No, the Wi-Fi module can be installed at any time, though we recommend doing it during installation of the fireplace itself. You can then add the IntelliFire app to your smart device any time when a Wi-Fi network is available, after the Wi-Fi module is installed. The user guide and installation instructions will be provided to you from your dealer, builder or installer, or you can find them in your owners manual.

In some cases, yes. Any product using the IntelliFire Touch ignition system will be able to use the Wi-Fi module and app, provided there is a Wi-Fi connection in the home. Talk to your local dealer about how to have this upgrade completed.

No, however the thermostat feature of the app requires the RC400 or RC150. We also recommend having a remote control or wired wall switch as a backup in case the Wi-Fi network is unavailable temporarily.

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 to your unit may be needed. For help, contact your local dealer for help.

When the remote is in the thermostat mode (SMART-STAT and RCT-MLT remote models) the fireplace will only cycle on/off when and the temperature of the room has exceeded the desired temperature setting by two degrees Fahrenheit or one degree Celsius. We use a range instead of a static number to avoid continuous cycling of the fireplace.

Flame height adjustments are available on many of our gas fireplaces. Check the owners manual for your appliance or talk with your local dealer to see if you have this choice available.

A B-vent gas fireplace must be vented vertically and uses fresh air from inside the home to supply oxygen to the fire. A direct vent has a sealed glass front and pulls all 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. (For more information on venting options, check out our guide on Venting Explained.)

Most of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front that seals the gas burner and combustion firebox off from your home. One hundred percent 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, keeping indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof, depending on your preference. (For more information on venting options, check out our guide on Venting Explained.)

No. The large size of a masonry chimney is unsuitable for use with a factory-built fireplace. We do have several models gas fireplace inserts that are designed for retrofit into an existing masonry fireplace, and they come with venting that can be used inside an existing chimney. Your local dealer can help you pick the insert that best fits your needs. (For more information on venting options, check out our guide on Venting Explained.)

A flue is another name for the fireplace chimney or venting system.

An outside air kit provides added combustion air to the fireplace to feed the fire with oxygen from outside your home. This will improve the performance of any fireplace installed in a tightly constructed or well-insulated home.

Yes, conversion kits are available to switch from natural gas to liquid propane; however, you must contact your local dealer to do the conversion for you.

There are several probable causes of cold drafts from a wood fireplace. One possible explanation is that the damper is open. This is remedied simply by closing it. Also check the installation manual for any other potential openings that may need to be shut. If the fireplace is mounted on cement, that can also transfer cold into your home. If the chase or doghouse (the bump-out constructed to accommodate your fireplace) is not insulated adequately, chilly air can seep in. Please check with your builder or local dealer on the insulation of the chase.

Installation of our hearth products must be done in strict accordance with local and national building codes, and the unit's installation manual. We recommend that our products be installed by a factory-trained professional.

Please check with the manufacturer of your television for good-faith clearance estimate, as all TVs have their own specifications for safe installation. Then follow the recommendations of the TV manufacturer.

Yes. In most cases, however, it’s best to discuss with a local dealer to make sure the proper size and type of gas fireplace is installed. In a bathroom the model should include a tempered glass front and be positioned so that water cannot be splashed on it. Be sure to keep it away from slippery surfaces where you may be in danger of slipping and falling.

Yes, the log kit can easily work with a left-side gas line. Check the installation manual for instructions or bring in your local dealer to complete the job.

While direct-vent gas fireplaces are designed principally for their aesthetic value, we try to get as much heat output as possible to supply added value to the homeowner. Though you may seem to be feeling a lot of heat, all Heat & Glo units are certified to the ANSI and UL standards for combustible temperatures. The allowable temperature for combustibles, per the standard, is 117°F above room temperature. The average room temperature is 70-75°F, therefore a 187-192°F surface temperature can be expected. On a solid surface, 150°F is extremely hot to the touch. (To put this in perspective, water boils at 212°F and the average bath water temperature is 110°F.)

Zero clearance has two meanings. 1.) The fireplace can be placed on a floor without footings. All our fireplaces are classified as zero clearance, meaning they do not need special footings. 2.) Finishing materials can be brought up to the face of the fireplace so no metal shows after installation is complete. Heat & Glo makes several fireplaces that are capable of this clean-face, zero-clearance finish. To find the right one for you, check with your local dealer on which models are suitable for this type of installation.

The glass on a gas fireplace will reach very high temperatures. That’s why it’s so important to carefully supervise children in the same room as your appliance, alert everyone to the hazards of hot temperatures, do not operate with protective barriers removed, and keep clothing, furniture, draperies and other combustibles away. Barriers such as screens help reduce the risk of burn from touching the glass. These screens are available for purchase through your local authorized dealer.

No. You must leave the doors open when you are operating gas logs to avoid damaging the controls.

No. A gas fireplace is an engineered system that includes the firebox, burner, logs, venting and options that 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 even your homeowner's warranty. It may also cause soot to damage your fireplace, mantel or surrounding items. (Sooting is a result of impingement caused by incomplete combustion; that is, flames contacting a surface, cooling the flame, and preventing combustion. This occurs when logs are placed incorrectly.)

Our vented gas logs are made of high-temperature fiber material or a concrete mixture. Concrete is especially durable. However, any log could break if dropped or hit. If it does, it should be replaced. Please contact the dealer in your area to order a new log. Do not use your fireplace until your log set is complete and placed properly. Operating the fireplace with an incomplete log set, or one which is improperly placed, may cause sooting.

A damper clamp will come standard with your gas log set and must be installed to always keep a small opening. This allows for the escape of any pilot exhaust. When the logs are in use the damper must be fully open.

No. You must leave the doors open when you are operating gas logs to avoid damaging the controls.

Yes, provided your model is approved for them. Check your manual or talk with your local dealer to find if your unit is approved for vent-free logs.

Vented gas logs will supply radiant heat in the general hearth area. Gas logs are easy to use, require little maintenance, and enhance the aesthetic appeal of your fireplace whether on or off. If more heat is desired, you should consider a direct-vent gas fireplace insert.

Cost will vary from product to product based on the BTU input and the type of gas used. Contact your local fuel provider and let them know the BTU input of your model (found in the owners manual) and they should be able assist you in estimating fuel costs.

We recommend annual service of your fireplace by a qualified service person from your local dealer. The technician can inspect for worn or damaged parts or logs and supply any necessary service to your appliance to ensure it will function properly year-round.

Yes, on a new gas fireplace there is a curing time or “burn-in” time. When initially burning your new gas fireplace, the oils, paint residue, etc. from manufacturing will “burn off” the fireplace. We recommend burning the fireplace for three hours, completely cooling it down, removing the glass and cleaning it with household glass cleaner or Glass Bright, then replacing the glass and burning the fireplace an added 9-21 hours. Make sure you re-latch the glass so it is securely fastened on your fireplace before burning. If necessary, open a window to release any odor during this process. This should end the manufacturing smell on a new fireplace.

If your fireplace was shipped with a glass panel on the front, it must remain in place during operation. The glass on your fireplace can only be removed for service. Direct-vent fireplaces are sealed combustion systems and need the glass in place to function properly. We sell optional screen mesh panels that go on the front of the glass that mitigate any reflection and add another safety barrier against accidental contact with the hot glass panel. Because removal of the glass is 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.

Please refer to the owners manual for your fireplace to see how the glass is attached to your specific model and instructions for removal.

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 start of each heating season.

Remove the logs carefully from the fireplace in a box, take them outside and use a soft brush or vacuum to clean them. Make sure you replace the logs exactly as they were originally placed. Never, ever wash your logs. Logs still dirty? Connect with your local dealer to schedule a professional maintenance.