Frequently Asked Questions And Troubleshooting; Frequently Asked Questions - Heat & Glo PRIMO48 Owner's Manual

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Frequently Asked Questions and Troubleshooting

A. Frequently Asked Questions
ISSUE
Appliance shuts down without
command from remote control.
Condensation on the glass
Blue flames
Odor from fireplace
Flame appears colorless
Film on the glass
Metallic noise
Rock noise
Rocks falling through basepan
Wall above appliance feels hot to
the touch.
Power vent turns on, but appliance
does not light.
Power vent runs after appliance
shuts down.
HEAT-ZONE-PRIMO and/or
HEAT-OUT-PRIMO does not turn
on when appliance is turned on.
HEAT-ZONE-PRIMO and/or HEAT-
OUT-PRIMO runs after appliance
is shut down.
Contact your dealer for additional information regarding operation and troubleshooting. Visit www.heatnglo.com to
locate a dealer.
22 Heat & Glo • PRIMO48, PRIMO48ST, PRIMO60, PRIMO60ST, PRIMO72, PRIMO72ST Owner's Manual • 2310-971 Rev. o • 1/19
This model is equipped with a safety limit switch that force shutdown of the appliance if tempera-
ture exceeds specifications. Verify that power vent and optional PowerFlow™ Heat Management
system(s) are functioning correctly.
The appliance has a safety feature that automatically shuts down the fireplace after nine
hours of continuous operation without receiving a command from the remote.
This is a result of gas combustion and temperature variations. As the fireplace warms, this con-
densation will disappear.
This is a result of normal operation and the flames will begin to yellow as the fireplace is allowed
to burn for 20 to 30 minutes.
When first operated, this fireplace may release an odor for the first several hours. This is caused
by the curing of materials from manufacturing. Odor may also be released from finishing materi-
als and adhesives used near the fireplace. These circumstances may require additional curing
related to the installation environment.
Burner glass is installed incorrectly or media pieces may be lodged between burner glass and
burner tube.
This is a normal result of the curing process of the paint. Glass should be cleaned within 3 to 4
hours of initial burning. A non-abrasive cleaner such as gas appliance glass cleaner may be nec-
essary. See your dealer.
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 fireplace.
There may be some "cracking" noise coming from the fireplace during the first few heating and
cooling cycles. This noise is associated with settling rock and some minor cracking of larger
pieces of rock. This will lessen over time as the glass rock is conditioned to the heating and cool-
ing temperature changes.
It is expected that a few small pieces of rock may fall through the basepan and come to rest on
the fireplace bottom. This has no affect on fireplace performance.
Contact your dealer. The wall above the PRIMO appliance should remain slightly warm to the
touch.
Appliance is equipped with a pre-purge safety feature. The appliance will take approximately 2 to
3 minutes to light. If appliance does not light after three attempts using the reset switch, contact a
qualified service technician.
Appliance is equipped with a post-purge system/feature to eliminate condensation and keep the
appliance components cool. The power vent will run approximately 20 minutes. If power vent
does not shut off, contact a qualified service technician.
Allow the limit switch to reach the temperature required for the PowerFlow
System to begin operation. The HEAT-ZONE-PRIMO and/or HEAT-OUT-PRIMO features should
begin operation within twenty minutes of appliance ignition. The HEAT-ZONE-PRIMO and/or
HEAT-OUT-PRIMO may cycle on and off until appliance reaches the desired temperature.
Appliance is equipped with a post-purge feature. This ensures that the barrier glass and appliance
components remain cool to the touch. If these systems do not shut down, contact a qualified ser-
vice technician. The HEAT-ZONE-PRIMO and/or HEAT-OUT-PRIMO may cycle on and off until
appliance cools completely.
SOLUTIONS
Heat Management
TM