FAQs & Troubleshooting

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FAQs & Troubleshooting LaHazza Hearth & Stone Equipment

Below list some of the common fequently asked questions and some troubleshooting techniques. If you are unable to find what you are looking for here please check our Service & Support or Safety Precautions page, or Contact Us and we will be glad to assist you further.
 

1- 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

2 - My remote control is not working, why?

The following are the top reasons why remotes do not function:

1) Batteries do not have enough power or are installed incorrectly.
2) Misunderstanding on how the remote features operate the fireplace.
3) The slide switch on the receiver is not in the correct position.
4) The remote hand-held transmitter has not had the “learn” function activated to the receiver.
5) 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.
6) Defective component, for which replacement parts can be purchased or replaced under warranty within 1 year of the purchase of the remote.

3 - 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. 1) Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance. 2) 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. 3) Wipe both sides with household glass cleaner (do not use a product with ammonia), using a soft cloth. 4) 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. 5) Carefully replace glass on front of fireplace (following the instructions in your manual), making sure glass assembly and front are secured. 6) 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.

4 - 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.

5 - Where can I get help if my appliance is not working properly?

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.

6 - Should I have any type of inspection done for 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.

7 - The fireplace flame does not turn on/off at the 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.

8 - My remote will not turn my fireplace off, why?

1) The on/off switch on the fireplace and/or wall may be in the on position. This will over ride the remote control feature.
2) 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.
3) Batteries in the hand-held transmitter are old and underpowered. May work up close and will not work a few feet away.
4) Hand-held transmitter is outside of the 25’ of operation.
5) Hand-held transmitter has been dropped and the frequency has been moved off the frequency of the receiver.

9 - Can I add a fan to my wood burning fireplace?

You can if you have a heat circulating model, which means there are louvers in the top and bottom facing of the fireplace, and if there is electrical power to the junction box behind the lower louver, then you can easily install a fan kit.

10 - Can I convert my gas burning fireplace to a wood burning fireplace?

Unfortunately not.

11- 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.

12 - Can I have hand held remote and a wall switch?

Yes! However, there is an operational priority (Pecking order) of the various ways to turn your fireplace ON or OFF. The highest priority goes to the ON/OFF switch located near the valve assembly. For example, if you have the fireplace is turned “ON” via this switch, it will negate the wall switch and ON/OFF feature of your remote control.

Next, the wall switch takes priority over the remote control. In other words, if the wall switch is in the “ON” position and the units switch is in the “OFF” position, the remote control will not be able to turn the fireplace on or off. In either case, the RCT-MLT functions will work unless the “on- off” feature of the wall switch or fireplace switch is in the “ON” position.

13 - Can I install a blower or fan kit on my fireplace after it 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.

14 - Can I install a traditional or plasma screen tv above my 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.

15 - Does the cost of my fireplace/insert/stove cover everything needed for 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.

16 - 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.

17 - Should I have any type of inspection done for my fireplace, insert or stove?

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

18 - What are the main components of the remote control?

1) A hand-held transmitter. This is like a TV remote with which a person operates various features of the fireplace.
2) A receiver. This is located inside or near the fireplace and receives the radio frequency from the hand-held transmitter.
3) A Solenoid (for remote model RCT-MLT). This provides the option of a remote controlled variable flame. The solenoid is installed onto the regulator (located on the gas valve) of the fireplace to vary the gas pressure to the burner.

19 - What powers the remote control?

Both the transmitter and receiver in model SMART-BATT are powered by batteries. Models SMART-STAT, RCT-MLT, RC-100, RC-200, and RC-300 are powered by batteries in the hand-held transmitters. The receiver is plugged into the junction box located in the bottom of the fireplace (Note: this requires an electrical hookup by qualified electrician at time of fireplace installation).

20 - 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.