Frequently Asked Questions

​In the event of an emergency: Call 911

​Know your fireplace: Always know where the emergency shut-off valve is located for your system. This is often a jones valve (gas key) or a shut-off valve located on the bottom of the fireplace. Some gas shutoff valves are located in basements or crawlspaces for older homes. 

Does my fireplace need servicing? See if your fireplace has any of these symptoms.

- Glass panel is dirty

​- A strong odor or gas smell is present when fireplace is on.

- The pilot light is yellow.

​- There is an accumulation of dirt/dust on the top and bottom of the firebox.

​- The fireplace turns off shortly after igniting.

​Pilot will not light

​- If the fireplace has been shut down for the season, there may be air in the gas line.

​- The thermopile/generator may need to be replaced.

​- The pilot line may be clogged. - The gas valve may need to be replaced.

​My fireplace doesn't turn on.

- The valve may not be in the ON position.

​- The wall switch may need to be replaced.

- The thermocouple may need to be replaced

​- The gas valve may need to be replaced.

​There is a white or black substance all over my glass.

- The oxygen air sleeve may need to be adjusted.

​My flame is all blue or all yellow.

-​ The oxygen air sleeve may need to be adjusted

​- The vent may be clogged.