Troubleshooting guide

Page 24
Breaking Down Troubleshooting
Electrical Wiring/Component Failure
When called to service a stove problem, it is best to get as much information from the
customer as possible. Many problems can be isolated over the phone. This practice of
asking the "right" questions will save you time and also instill customer confidence. This
shows you are prepared to solve the problem in a timely manner.
If the stove is still in use, but doesn’t seem to be burning correctly, some typical questions
to ask include:
1. How long has the stove been in use?
2. Have you changed brands of pellets?
3. Is the malfunction consistent of intermittent?
4. Is the noise or malfunction at certain heat settings?
5. How long has this been happening?
6. Is it getting progressively worse?
7. Has it been maintained regularly as in routine maintenance?
8. Does the flame pattern change when a door or window is opened?
9. If it is a noise problem, does the noise increase as the Heat Level is turned up?
If the stove is shutting down, won’t stay running or seems completely dead, some typical
questions to ask include:
1. Is there power to the outlet the stove is plugged into?
2. Have you checked the fuse on the back of the control board?
3. Is there a diagnostic light is flashing? (#2, #3 or #4 LED Light)
Electrical Component Failures
Although we take every measure possible to ensure reliability of our stoves, there may be
some component failures.
All electrical components can be tested in place on the stove using a multi-meter.
A component's failure to operate may be due to several different causes:
• The fuse on the Control Board. Check this first. (See Figure 8 on page
22 for the location of the fuse on the Control Board). Replace with 125
Volt, 5 Amp, 5 MM x 20 MM fuse.
• The Component fails.
• The Device that controls the component fails.
• The Wiring Harness to or from the component is opened or shorted.