Owner's Manual
23
Heat & Glo • PRIMO48, PRIMO48ST, PRIMO60, PRIMO60ST, PRIMO72, PRIMO72ST Owner’s Manual • 9/20
5
5
Frequently Asked Questions and Troubleshooting
A. Frequently Asked Questions
ISSUE SOLUTIONS
Appliance shuts down without
command from remote control.
This model is equipped with a safety limit switch that force shutdown of the appliance if tempera-
ture exceeds specifi cations. 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 fi replace after nine
hours of continuous operation without receiving a command from the remote.
Condensation on the glass
This is a result of gas combustion and temperature variations. As the fi replace warms, this con-
densation will disappear.
Blue fl ames
This is a result of normal operation and the fl ames will begin to yellow as the fi replace is allowed
to burn for 20 to 30 minutes.
Odor from fi replace
When fi rst operated, this fi replace may release an odor for the fi rst several hours. This is caused
by the curing of materials from manufacturing. Odor may also be released from fi nishing materi-
als and adhesives used near the fi replace. These circumstances may require additional curing
related to the installation environment.
Flame appears colorless
Burner glass is installed incorrectly or media pieces may be lodged between burner glass and
burner tube.
Film on the glass
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.
Metallic noise
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 aff ect the operation or longevity
of the fi replace.
Rock noise
There may be some “cracking” noise coming from the fi replace during the fi rst 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.
Rocks falling through basepan
It is expected that a few small pieces of rock may fall through the basepan and come to rest on
the fi replace bottom. This has no aff ect on fi replace performance.
Wall above appliance feels hot to
the touch.
Contact your dealer. The wall above the PRIMO appliance should remain slightly warm to the
touch.
Power vent turns on, but appliance
does not light.
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
qualifi ed service technician.
Power vent runs after appliance
shuts down.
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 qualifi ed service technician.
HEAT-ZONE-PRIMO
and/or
HEAT-OUT-PRIMO does not turn
on when appliance is turned on.
Allow the limit switch to reach the temperature required for the PowerFlow
TM
Heat Management
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.
HEAT-ZONE-PRIMO and/or HEAT-
OUT-PRIMO runs after appliance
is shut down.
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 qualifi ed ser-
vice technician. The HEAT-ZONE-PRIMO and/or HEAT-OUT-PRIMO may cycle on and off until
appliance cools completely.
Contact your dealer for additional information regarding operation and troubleshooting. Visit www.heatnglo.com to
locate a dealer.