Frequently Asked Questions

Following are some of the most frequently asked questions about our pellet heaters. Please read carefully and if you need more answers you are welcome to call the us at (775) 241-2586.

Q: I pushed the button, igniter came on but pellets flooded fire pot and did not light.

Pellet feed trim might be to high. Adjust trim down (counter clockwise) to slow down feed. You might also need more air for combustion and this can be achieved by turning fan speed up (see Fine Tuning section).

Q: The glass gets dirty within a few minutes.

Black soot forming on the glass means that the combustion air is not adjusted properly and/or the stove needs a good clean out. Poor quality pellets with a high moisture content will blacken the glass quickly so trying a different brand could make a big difference in maintaning clean glass. Try a thorough cleaning and make sure fan is running at proper RPM for good combustion. If stove is older and fan is surging it might be time to replace fan.

Q: The heater was lit and burning properly, then suddenly it stopped feeding pellets and the fire went out.

Check pellet supply in hopper. If empty, fill and re-start. Sometimes a foreign object i.e., nail, screw etc. or excess sawdust or debris can jam the auger. If this happens a fuse will blow and stop the auger. The E.I. models have re-set fuses so wait about 15 minutes and try starting again. Check pellet hopper for foreign object or debris by removing pellets and inspecting auger mechanism with flashlight. Do not put hands or fingers on auger while it is running.

Q: The fire was burning well and then it began to overfeed pellets and started backing up into the feed chute, smothering the fire.

When the pellets are overfeeding, it usually means that the airflow has been compromised and the pellets are not getting enough air for good combustion. Check air flow through firepot and clean any ash or debris from pot. Make sure firepot is properly seated into pot holder (there should be a 1/8" air gap on each side of the igniter rod). Clean heat exchanger manifold thoroughly using vinyl tube and vacuum cleaner. If you use a low-grade pellet and clinkers (fused ash and dirt) form in the bottom of the fire pot and choke off the air flow then a better grade pellet will solve the problem. Always let fire go out and cool down before performing maintenance. Check the venting including tee, clean-out and termination cap.

Q: We had power failure and the stove stopped and emitted smoke for about five minutes.

If the heater emits smoke during power failure then we suggest you purchase the battery back-up option. If the vent pipe has the mandatory 5' vertical rise then the smoke should, in most instances, siphon out of the pipe during power failure.

Q: After several weeks of running properly the stove suddenly stopped and the red light indicator on the control panel came on and started blinking.

The light is the Hi Temp/Flue indicator light and it is a warning light that you have a blocked flue or high wind condition. Check the exhaust pipe for excessive ash build up and remove the clean out cap on the bottom of the tee and check for clogging. If a high wind condition persists, and the red light keeps coming on, then a high wind cap may be necessary.

Q: Fan motor speed varies, sometimes running on low only and sometimes it surges or runs in the high position only.

Fan motor is wearing out. It is time for a new fan motor or (on older models) new fan brushes. Call factory with your serial number and we can provide you with proper parts.

Q: Heater shuts off (usually at night) when on the low setting.

Feed rate is too low. Turn trim buttom clockwise until pellets can sustain the fire.

Q: Stove shuts off and the red light on the control panel comes on steady red.

This indicates a high temperature situation. Check the fan guard on the bottom of the stove for lint and dust build up. Animal hair can also obstruct air flow through the fan guard and cause an over-temp. condition.