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Common Questions

Here are the common questions that match your criteria. If you have additional questions, please return to the common questions

form.

GAS PRODUCTS

Are gas hearth products expensive to operate?

Can a gas fireplace be installed in a bathroom?

Can a gas fireplace be installed in a bedroom?

Can gas hearth products burn either natural gas or LP gas?

Can I adjust the flame height on my fireplace?

Can I burn wood or other materials in my gas fireplace?

Can I buy online?

Can I change the look of my fireplace?

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

Can I convert my IPI system to a standing pilot?

Can I convert my standing pilot fireplace to an IPI system?

Can I cover the louvers on my fireplace or insert face?

Can I install a blower or fan kit on my fireplace after the fireplace has been installed?

Can I install a fireplace, stove or insert myself?

Can I install a traditional or plasma TV above a gas fireplace?

Can I install one of your indoor fireplaces outside?

Can I position my gas logs in a different fashion or use a different log set?

Can I remove the glass panel on my gas fireplace?

Can I shut the pilot off in the summer?

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Customer Care / Common Questions

Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

1 of 10 1/31/2012 10:56 AM
Can I use an existing masonry chimney as the vent for my gas fireplace?

Does a direct vent need to be on an outside wall?

Does the cost of the fireplace/stove/insert include everything I will need for the installation?

Doesn't the solid glass panel keep me from getting heat out of my direct vent gas fireplace?

How can I find the model or serial number?

How do gas fireplaces vent?

How do I clean my gas logs?

How do I clean my glass?

How do I light my pilot?

How do I remove the glass from my fireplace?

How much gas does the pilot light use?

How often do I have to clean the gas fireplace and vent?

I have a fan kit on my gas fireplace, but it doesn't seem to blow much air.

I have an odor in my gas fireplace.

Is direct vent the same thing as ventless?

My fan kit is too noisy. What can I do?

Should I leave the batteries in my IPI system?

The glass on my fireplace is unusually hot.

The mantel on my fireplace is unusually hot.

What do I do if one of my gas logs breaks?

What does an outside air kit do and do I need one?

What does the term zero clearance mean?

What gas fireplaces do you sell that do not have glass fronts?

What is a flue?

What is an IPI ignition system?

What is the difference between a Direct Vent and a B-Vent gas hearth product?

What is the difference between "steady state" efficiency and AFUE?

What is the recommended burn-in procedure on a new gas fireplace?

Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

2 of 10 1/31/2012 10:56 AM
Why am I feeling a cold draft from my fireplace?

Why do I have blue flames?

Why do logs collect soot?

Why will the blower not turn on right away?

Will my gas hearth product still burn if I lose electricity to my home?

Are gas hearth products expensive to operate?

Operating cost will vary by region, by gas utility, and by fuel type. Based on national averages, a natural gas fireplace

consuming 27,000 BTUs/hr will cost less than 20 cents/hr to enjoy. LP units run slightly higher. Your monthly gas bill should

include your exact cost per therm (100,000 BTUs). Based on this rate, and the BTU input listed on the rating plate on your

appliance, you can calculate the cost for your area.

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Can a gas fireplace be installed in a bathroom?

Yes, provided the model includes a tempered glass front. It is also recommended that you do not install the fireplace

where it is in danger of having water splash directly on it, nor install where there is a slippery surface where you are in

danger of slipping or falling.

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Can a gas fireplace be installed in a bedroom?

Yes, however, it’s best to confer with a local dealer to make sure the proper size and type gas unit is installed.

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Can gas hearth products burn either natural gas or LP gas?

They can burn one or the other, but not both. You need to be sure the gas hearth appliance you have is set up for the type

of gas fuel you intend to burn. Conversion kits are available which will allow a unit to be changed to match the proper fuel

type.

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Can I adjust the flame height on my fireplace?

Flame height adjustments are available on many gas units. Check the manual for your appliance, or talk with your dealer, to

see if you have this option available.

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Can I burn wood or other materials in my gas fireplace?

No! Burning anything other than natural or LP gas in a gas fireplace or stove will create a potential fire hazard and present

a danger to your home and its occupants. Only burn the gas fuel for which the unit was originally designed.

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Can I buy online?

Click here for our Online Sales Policy.

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Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

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Can I change the look of my fireplace?

In many cases a gas fireplace has several facing and trim options. Fireplaces can be given a "face lift" by changing the

stone facing or surrounds, and wood mantel options. Your local dealer can give you more details on the options for your

particular fireplace, or visit our Fireside Furnishings website: www.firesidefurnishings.com.

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

No.

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Can I convert my IPI system to a standing pilot?

Check with your local dealer to see if this is possible on your specific model fireplace.

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Can I convert my standing pilot fireplace to an IPI system?

Check with your local dealer to see if this is possible on your specific model fireplace.

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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.

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Can I install a blower or fan kit on my fireplace after the fireplace 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.

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Can I install a fireplace, stove or insert myself?

Installation of our hearth products must be done in strict accordance with local or national building codes, and the unit's

installation manual. We recommend that our products be installed by a factory-trained professional. You can find a factorytrained professional on this website under the Dealer Locator section.

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Can I install a traditional or plasma TV above a 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.

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Can I install one of your indoor fireplaces outside?

No. We make a wide variety of products that can be used in an outdoor porch, patio or open area under the Outdoor

Lifestyles product line. You can view these products on this website under Outdoor Products.

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Can I position my gas logs in a different fashion or use a different log set?

Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

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Not on a direct vent or B vent model. A gas fireplace is an engineered system that includes the firebox, burner, logs,

venting and options which are tested and listed by AGA or UL. Changing any of the specifications or placement of the logs

could void your manufacturer's warranty, and possibly even your homeowner's warranty.

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Can I remove the glass panel on my gas fireplace?

Not if your fireplace was shipped with a glass panel on the front. Direct vent fireplaces are sealed combustion systems

and need the glass on to function properly. We sell optional screen mesh panels that go on the front of the glass that

takes away any reflection, and adds an additional safety barrier against accidental contact with the hot glass panel. The

other type of gas fireplaces we sell, called B-vent fireplaces, come with fixed, not sealed, glass fronts. You would need to

check with your local dealer in the area to determine if the glass panel can be removed from this type of unit. Because

removal of the glass is totally dependent on the specific unit installed, we cannot recommend that the glass be removed

unless the specific model of unit denotes that it can be removed and the fireplace will still operate safely.

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Can I shut the pilot off in the summer?

It's not recommended in climates that are high in humidity. Otherwise, you can turn the pilot off when you won’t be using

your appliance for an extended period of time, and then use our on-line instructions to relight the pilot when needed.

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Can I use an existing masonry chimney as the vent for my gas fireplace?

No. The larger size of a masonry chimney is unsuitable for use with a factory built fireplace. We do have several models of

wood burning or gas burning inserts that are designed for retrofit into an existing masonry fireplace, and they come with

special venting that can be used inside an existing chimney. Your local dealer can help you pick the insert that best fits

your needs.

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Does a direct vent need to be on an outside wall?

No, with today’s venting options, direct vents can go literally anywhere in the home. The vent can terminate vertically

through the roof or horizontally through an exterior wall. Your local dealer will be happy to assist you in determining the best

venting option for your particular layout.

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Does the cost of the fireplace/stove/insert include everything I will need for the 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.

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Doesn't the solid glass panel keep me from getting heat out of my direct vent gas fireplace?

On the contrary, the glass panel keeps warm room air which your furnace has already heated from going up your fireplace

flue. Direct vent fireplaces are excellent sources of zone heating by bringing room air in the bottom grill, heating and

returning it to the room through the top grill.

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How can I find the model or serial number?

Each fireplace has a rating plate either inside the operating door or in the lower controls cavity. On that rating plate is your

model number and serial number. Woodburning fireplaces have a metal serial/model plate in the upper left side or right

side of the firebox, or riveted on the smoke shield behind the screen. Gas burning fireplaces and inserts have a

serial/model/rating plate in the lower cavity controls area. Gas stoves have a serial/model/rating plate attached to the back

of the stove or inside the pedestal base.

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Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

5 of 10 1/31/2012 10:56 AM
How do gas fireplaces vent?

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front which seals

the gas burner and combustion firebox off from your home. 100% of the combustion air used by the fireplace comes from

outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases,

maintaining indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof,

depending on your preference.

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How do I clean my gas logs?

Never, ever wash your logs. Remove the logs carefully from the fireplace in a box, take them outside and use a soft brush

or vacuum to clean them. Make sure you replace the logs exactly as they were originally placed.

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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.

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How do I light my pilot?

Click here for step-by-step instructions to light your pilot.

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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.

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How much gas does the pilot light use?

A pilot light will burn 800 to 1500 BTUs/hr. Your monthly gas bill should include your exact cost per "therm" (100,000

BTUs). Based on this rate you can calculate the cost for your area to operate a pilot light.

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How often do I have to clean the gas fireplace and vent?

Although the frequency of your fireplace servicing and maintenance will depend on use and the type of installation, you

should have a qualified service technician perform an appliance check-up at the beginning of each heating season.

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I have a fan kit on my gas fireplace, but it doesn't seem to blow much air.

Your fan kit has a rheostat control (like a light dimmer). You can get more air from your fan by making sure the fan control is

turned up to the desired level. The fan control can be found in the control area behind the lower louver of the fireplace, or

on a wall switch with rheostat. We also provide optional remote controls which can control your fan speed from your

favorite chair! Your dealer can help you with adding a remote control.

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Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

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I have an odor in my gas fireplace.

On gas fireplaces that are not brand new and are emitting some odor, try cleaning behind the upper and lower louvers.

Dust can cause odor. Another source of odor can be the items you have on your mantel. Remove all objects from your

mantel and then replace the objects one at a time. A third source of odor can be from the adhesives used in surround

materials. This will need to be investigated by your installer. If these suggested sources don’t correctly identify the odor,

contact your dealer where the fireplace was purchased and have your fireplace inspected.

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Is direct vent the same thing as ventless?

Absolutely not. A direct vent uses a high temperature glass panel to seal off the burn area of the fireplace from the interior

of the home. It pulls 100% combustion air to feed the fire from outside the home. Because of its design, a direct vent gas

fireplace will not effect the indoor air quality of your home. Since no air from your home is going up the chimney, a direct

vent model is very efficient. Vent free should actually be called room vented since the by-products of gas combustion all

spill back into the room. The single largest by-product of the gas combustion process is water vapor. Over sizing or

overuse of a vent free hearth product can lead to excess moisture in a well built, tightly constructed home. Excess

moisture inside the home can contribute to odors, mold and mildew inside the home.

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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.

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Should I leave the batteries in my IPI system?

If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries

only when there is a power outage.

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The glass on my fireplace is unusually hot.

The glass on a gas fireplace WILL reach very high temperatures. USE CAUTION: Carefully SUPERVISE children in the

same room as your appliance; alert everyone to the hazards of high temperatures; do NOT operate with protective barriers

removed; keep clothing, furniture, draperies and other combustibles away. Barriers such as screens over our direct vent

glass help reduce the risk of burn from touching the glass. These screens are available through your local dealer.

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The mantel on my fireplace is unusually hot.

While direct vent gas fireplaces are designed principally for their aesthetic value, we try to get as much heat output as

possible to provide added value to the homeowner. It should be noted that while we are getting a lot of heat, we are

passing the ANSI and UL standards for combustible temperatures. The allowable is 117°F above room temperature for

combustibles. Average room temperature is 70-75°F; therefore a 187-192°F surface temperature can be expected. On a

solid surface, 150°F is very hot to the touch (to put this in perspective, water boils at 212°F and the average bath water

temperature is 110°F).

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What do I do if one of my gas logs breaks?

You will need to contact the dealer in your area to order a new log. Do not use your fireplace until your log set is complete

and placed properly. Operating the fireplace without a complete log set, or if improperly placed, can cause sooting.

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What does an outside air kit do and do I need one?

An outside air kit provides additional combustion air to the fireplace that feeds the fire with oxygen from outside your

Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

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home. This will help the performance on any fireplace installed in tightly-constructed or well-insulated home. If you are

installing a wood burning or B-Vent gas fireplace, you should consider installation of an outside air kit.

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What does the term zero clearance mean?

Zero clearance has two meanings. The first is whether or not the fireplace can be placed on a floor without footings. All of

our fireplaces are classified as zero clearance, meaning they do not need special footings. The second meaning of zero

clearance is if you are able to finish up to the face of the fireplace, so that no metal shows after installation is complete.

There are several models on our website that are capable of this clean-faced, zero clearance finish. Check with your local

dealer on which models are suitable for this type of installation.

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What gas fireplaces do you sell that do not have glass fronts?

Heatilator carries “Geneva” model B-vent gas fireplaces which are sold without fixed glass on the front. You can view

these fireplaces at www.heatilator.com.

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What is a flue?

A flue is another name for the fireplace chimney or venting system.

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What is an IPI ignition system?

Intermittent Pilot Ignition is an electronic system, which uses an electrode to ignite the pilot gas. In turn, the pilot flame

lights the main burner gas. The term Intermittent is used because the pilot burner flame is only present when the main

burner is operating. When the main burner is off the pilot is also off. The IPI system ensures the pilot flame extends over

the burner for immediate ignition and secondly conserves energy when the appliance is not in operation.

Intellifire, an ignition system exclusively featured in Heatilator, Heat & Glo & Quadra-Fire products, is an energy-saving

pilot ignition system for gas fireplaces and inserts. It provides an ignition flame only when needed and has a battery

backup system that supplies power to spark the ignition flame in the event of a power outage.

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What is the difference between a Direct Vent and a B-Vent gas hearth product?

A B-vent must be vented vertically and uses fresh air from inside the home to provide oxygen to the fire. A direct vent has

a sealed glass front and pulls all of its fresh air from outside the home. Direct vents can be vented vertically or horizontally

through an exterior wall. Direct vents are a completely sealed system; B-vent appliances are not.

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What is the difference between "steady state" efficiency and AFUE?

Steady State: An efficiency rating is testing only the efficiency of the fireplace when it is burning. AFUE (Annual Fuel

Utilization Efficiency): Both the on cycle and off cycle are calculated in this rating. By including the off cycles (when the

fireplace is turned off) a more accurate yearly operational cost can be estimated.

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What is the recommended burn-in procedure on a new gas fireplace?

On a new gas fireplace there is a curing time or burn-in time. When initially burning your new gas fireplace, the oils, etc.

from manufacturing will be burning off the fireplace. We recommend burning the fireplace 3 hours; completely cooling

down the fireplace, removing the glass and cleaning it with household glass cleaner or Glass Bright; replacing the glass &

continuing to burn the fireplace an additional 9-21 hours. (Make sure you re-latch the glass so it is securely fastened on

your fireplace.) If necessary, open a window to release any odor during this process. This should eliminate the

manufacturing smell on a new fireplace.

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Heatilator | Common Questions http://www.heatilator.com/en/Customer-Care/Common-Questions.aspx

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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.

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Why do I have blue flames?

This is normal in the first few minutes of operation. If after the first 30 minutes of full burn you still have blue flames, an

adjustment may be needed on your unit. For assistance with this, contact your dealer.

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Why do logs collect soot?

Sooting is a result of impingement caused by incomplete combustion, i.e. flames coming in contact with a surface, cooling

the flame, and preventing combustion.

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Why will the blower not turn on right away?

Most fans are wired into the fireplace with a fan sensor switch. This switch will activate the blower when the firebox heats

up to a certain temperature. It will also automatically turn the blower off when the fireplace is turned off and the unit cools

to a certain temperature. This sensor is provided so that you will not be circulating cold air in your home. The amount of

time needed to heat up the fan sensor will differ depending on the model of your fireplace. It is common that blowers

installed in Firebrick products will take longer to sense the heat and turn on your blower. Firebrick has greater insulating

characteristics and holds the heat inside your firebox resulting in higher radiant heat and greater efficiencies

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Will my gas hearth product still burn if I lose electricity to my home?

If your model has a standing pilot light or our patented IPI System, which works on a battery back up of 2 D cell batteries,

it will work in event of a power outage. You will need to install batteries for operation. If you have a fan or a remote control

option, they will not work without power, but the appliance itself will burn and provide heat. (If you have a remote control,

you may need to operate the appliance with the ON/Off switch in the control area of the appliance).

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