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# Customer Care : Common Questions
Common Questions Lighting Your Pilot Installation Manuals Warranty Information Fireplace Safety Contact Us 

# Common Questions Here are the common questions that match your crite ria. If you have additional questions, please retur n 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 firepl ace? Can I buy online? Can I change the look of my fireplace? Can I convert my gas fireplace to a wood burning fi replace? 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 f ace? 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 o r use a different log set? Can I remove the glass panel on my gas fireplace? Can I shut the pilot off in the summer? Search This Site

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 AMCan I use an existing masonry chimney as the vent f or 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 gl ass 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" effic iency 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 AMWhy 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 ele ctricity 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 cen ts/hr to enjoy. LP units run slightly higher. Your monthly gas bill should include your exact cost per therm (100,000 BTUs). B ased on this rate, and the BTU input listed on the rating plate on your appliance, you can calculate the cost for your area

. (Back to top) Can a gas fireplace be installed in a bathroom? Yes, provided the model includes a tempered glass f ront. It is also recommended that you do not instal l the fireplace where it is in danger of having water splash direct ly on it, nor install where there is a slippery surface where you are in danger of slipping or falling. (Back to top) Can a gas fireplace be installed in a bedroom? Yes, however, it’s best to confer with a local deal er to make sure the proper size and type gas unit i s installed. (Back to top) Can gas hearth products burn either natural gas or LP gas? They can burn one or the other, but not both. You n eed 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. (Back to top) 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. (Back to top) Can I burn wood or other materials in my gas firepl ace? No! Burning anything other than natural or LP gas i n 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 desi gned. (Back to top) Can I buy online? Click here for our Online Sales Policy. (Back to top) 

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

3 of 10 1/31/2012 10:56 AMCan I change the look of my fireplace?

In many cases a gas fireplace has several facing an d trim options. Fireplaces can be given a "face lif t" 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 Furnish ings website: www.firesidefurnishings.com. (Back to top) Can I convert my gas fireplace to a wood burning fi replace? No. (Back to top) Can I convert my IPI system to a standing pilot? Check with your local dealer to see if this is poss ible on your specific model fireplace. (Back to top) Can I convert my standing pilot fireplace to an IPI system? Check with your local dealer to see if this is poss ible on your specific model fireplace. (Back to top) Can I cover the louvers on my fireplace or insert face? No. The louvers allow room air to move around the h eat exchanger. Blocking this air flow can cause fires and will void your manufacturer's warranty and possibly your homeowner's warranty. (Back to top) Can I install a blower or fan kit on my fireplace a fter 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. Yo u will want to make sure that electricity is run to the junction box un derneath the fireplace first, before ordering & ins talling a fan kit. You can test the junction box by plugging a lamp into the j unction box and switching it on and off. Also make sure the circuit breaker is not tripped. If there is no electricity to the j unction box you would have to run electric to the f ireplace first before the fan kit could be installed. You can order a fan kit through your local dealer; installation instructions a re packed with it. (Back to top) 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. Yo u can find a factorytrained professional on this website under the Deal er Locator section. (Back to top) Can I install a traditional or plasma TV above a ga s fireplace? You need to check with the manufacturer of your tel evision. We follow the recommendations of the TV ma nufacturer. NOTE: we take no responsibility of any damage cause d by the heat of the fireplace. (Back to top) 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. (Back to top) Can I position my gas logs in a different fashion o r use a different log set? 

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

4 of 10 1/31/2012 10:56 AMNot on a direct vent or B vent model. A gas firepla ce is an engineered system that includes the firebo x, burner, logs,

venting and options which are tested and listed by AGA or UL. Changing any of the specifications or pl acement of the logs could void your manufacturer's warranty, and possib ly even your homeowner's warranty. (Back to top) Can I remove the glass panel on my gas fireplace? Not if your fireplace was shipped with a glass pane l on the front. Direct vent fireplaces are sealed c ombustion systems and need the glass on to function properly. We sell optional screen mesh panels that go on the front o f the glass that takes away any reflection, and adds an additional s afety barrier against accidental contact with the h ot glass panel. The other type of gas fireplaces we sell, called B-ventfireplaces, come with fixed, not sealed, glass fro nts. You would need to check with your local dealer in the area to determi ne if the glass panel can be removed from this type of unit. Because removal of the glass is totally dependent on the sp ecific unit installed, we cannot recommend that the glass be removed unless the specific model of unit denotes that it c an be removed and the fireplace will still operate safely. (Back to top) Can I shut the pilot off in the summer? It's not recommended in climates that are high in h umidity. 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 pi lot when needed. (Back to top) Can I use an existing masonry chimney as the vent for my gas fireplace? No. The larger size of a masonry chimney is unsuita ble for use with a factory built fireplace. We do h ave several models of wood burning or gas burning inserts that are design ed 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 i nsert that best fits your needs. (Back to top)

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 ter minate vertically through the roof or horizontally through an exterio r wall. Your local dealer will be happy to assist you in determining the best venting option for your particular layout. (Back to top) 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 ap pliance only. Fronts, piping, surrounds, gas or electric connecti ons, and installation will be in addition to this s uggested price. (Back to top) 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 ai r 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. (Back to top)

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 le ft side or right side of the firebox, or riveted on the smoke shield behind the screen. Gas burning fireplaces and inse rts have a serial/model/rating plate in the lower cavity contr ols area. Gas stoves have a serial/model/rating plate attached to the back of the stove or inside the pedestal base. (Back to top) 

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

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

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glas s front which seals the gas burner and combustion firebox off from yourhome. 100% of the combustion air used by the firep lace comes from outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combusti ble gases, maintaining indoor air quality. The vent can be run horizontally through an outside wall, or verticall y through the roof, depending on your preference. (Back to top) How do I clean my gas logs? Never, ever wash your logs. Remove the logs careful ly from the fireplace in a box, take them outside a nd use a soft brush or vacuum to clean them. Make sure you replace the logs exactly as they were originally placed. (Back to top) 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 completel y cooled. It is also recommended to turn the gas of f when servicing your appliance. 2) Remove the front face or louvers of your fireplace; carefully remove the glass asse mbly of your fireplace (following the instructions in your manua l) 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 Brig ht Glass Cleaner , Rutland White Off Glass Cleaner, or other hard wate r deposit glass cleaner recommended by your servici ng dealer. 5) Carefully replace glass on front of fireplace (foll owing 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, particularl y if adding new ember material. Never use any abrasive cleaners or cloths to clean your glass. Scratching can cause the glas s to shatter. (Back to top) How do I light my pilot? Click here for step-by-step instructions to light your pilot. (Back to top) How do I remove the glass from my fireplace? Please refer to the installation manual or users gu ide for your fireplace to see how the glass is attached to your specific model and instructions for removal. (Back to top) How much gas does the pilot light use? A pilot light will burn 800 to 1500 BTUs/hr. Your m onthly gas bill should include your exact cost per "therm" (100,000 BTUs). Based on this rate you can calculate the cos t for your area to operate a pilot light. (Back to top) 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 heat ing season. (Back to top) 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 d immer). You can get more air from your fan by makin g 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 opt ional remote controls which can control your fan sp eed from your favorite chair! Your dealer can help you with addin g a remote control. (Back to top) 

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

6 of 10 1/31/2012 10:56 AMI have an odor in my gas fireplace.

On gas fireplaces that are not brand new and are em itting 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 objec ts from your mantel and then replace the objects one at a time. A third source of odor can be from the adhesives us ed in surround materials. This will need to be investigated by you r installer. If these suggested sources don’t corre ctly identify the odor, contact your dealer where the fireplace was purchas ed and have your fireplace inspected. (Back to top) Is direct vent the same thing as ventless? Absolutely not. A direct vent uses a high temperatu re glass panel to seal off the burn area of the fir eplace from the interior of the home. It pulls 100% combustion air to feed t he fire from outside the home. Because of its desig n, 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 actu ally be called room vented since the by-products of gas combustion all spill back into the room. The single largest by-pro duct of the gas combustion process is water vapor. Over sizing or overuse of a vent free hearth product can lead to e xcess moisture in a well built, tightly constructed home. Excess moisture inside the home can contribute to odors, m old and mildew inside the home. (Back to top) My fan kit is too noisy. What can I do? Our fan kits come with a rheostat control (like a l ight dimmer). You can turn the control down to redu ce the air noise from your fan. The fan control can be found in the control area behind the lower louver of the fireplace. W e also provide optional remote controls which can control your fan speed and flame height from your favorite chair! Y our dealer can help you with adding a remote control. (Back to top) 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. (Back to top) The glass on my fireplace is unusually hot. The glass on a gas fireplace WILL reach very high t emperatures. USE CAUTION: Carefully SUPERVISE child ren in the same room as your appliance; alert everyone to the hazards of high temperatures; do NOT operate with p rotective barriers removed; keep clothing, furniture, draperies and ot her combustibles away. Barriers such as screens ove r our direct vent glass help reduce the risk of burn from touching th e glass. These screens are available through your l ocal dealer. (Back to top) The mantel on my fireplace is unusually hot. While direct vent gas fireplaces are designed princ ipally for their aesthetic value, we try to get as much heat output as possible to provide added value to the homeowner. I t should be noted that while we are getting a lot o f heat, we are passing the ANSI and UL standards for combustible t emperatures. The allowable is 117°F above room temp erature for combustibles. Average room temperature is 70-75°F; therefore a 187-192°F surface temperature can be ex pected. On a solid surface, 150°F is very hot to the touch (to p ut this in perspective, water boils at 212°F and th e average bath water temperature is 110°F). (Back to top) 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 withou t a complete log set, or if improperly placed, can cause sooting. (Back to top)

What does an outside air kit do and do I need one? An outside air kit provides additional combustion a ir 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

7 of 10 1/31/2012 10:56 AMhome. This will help the performance on any fireplace installed in tightly-constructed or well-insulat ed home. If you are

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

What does the term zero clearance mean? Zero clearance has two meanings. The first is wheth er or not the fireplace can be placed on a floor wi thout footings. All of our fireplaces are classified as zero clearance, me aning 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 i nstallation is complete. There are several models on our website that are ca pable of this clean-faced, zero clearance finish. C heck with your local dealer on which models are suitable for this type o f installation. (Back to top) What gas fireplaces do you sell that do not have gl ass fronts? Heatilator carries “Geneva” model B-vent gas firepl aces which are sold without fixed glass on the fron t. You can view these fireplaces at www.heatilator.com. (Back to top)

What is a flue? A flue is another name for the fireplace chimney or venting system. (Back to top) 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 i s used because the pilot burner flame is only prese nt when the main burner is operating. When the main burner is off th e pilot is also off. The IPI system ensures the pil ot flame extends over the burner for immediate ignition and secondly cons erves energy when the appliance is not in operation

. Intellifire , an ignition system exclusively featured in Heatil ator, 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 a nd has a battery backup system that supplies power to spark the igni tion flame in the event of a power outage. (Back to top)

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 a ir from inside the home to provide oxygen to the fi re. A direct vent has a sealed glass front and pulls all of its fresh airfrom outside the home. Direct vents can be vented vertically or horizontally through an exterior wall. Direct vents are a comple tely sealed system; B-vent appliances are not. (Back to top) What is the difference between "steady state" effic iency 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 t he off cycles (when the fireplace is turned off) a more accurate yearly ope rational cost can be estimated. (Back to top) What is the recommended burn-in procedure on a new gas fireplace? On a new gas fireplace there is a curing time or bu rn-in time. When initially burning your new gas fir eplace, the oils, etc. from manufacturing will be burning off the fireplac e. We recommend burning the fireplace 3 hours; comp letely cooling down the fireplace, removing the glass and cleaning it with household glass cleaner or Glass Bright; r eplacing 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 rel ease any odor during this process. This should elim inate the manufacturing smell on a new fireplace. (Back to top) 

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

8 of 10 1/31/2012 10:56 AMWhy am I feeling a cold draft from my fireplace?

There are several possible causes of feeling cold a ir from a wood fireplace. You will want to make sur e 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 tra nsfer cold into your home. If the chase area or dog house is not insulated adequately, that is another possibility. Please check with your builder or installer on the insulation of the chase. (Back to top) Why do I have blue flames? This is normal in the first few minutes of operatio n. If after the first 30 minutes of full burn you s till have blue flames, an adjustment may be needed on your unit. For assistan ce with this, contact your dealer. (Back to top) Why do logs collect soot? Sooting is a result of impingement caused by incomp lete combustion, i.e. flames coming in contact with a surface, cooling the flame, and preventing combustion. (Back to top) Why will the blower not turn on right away? Most fans are wired into the fireplace with a fan s ensor switch. This switch will activate the blower when the firebox heats up to a certain temperature. It will also automatic ally turn the blower off when the fireplace is turn ed off and the unit cools to a certain temperature. This sensor is provided s o that you will not be circulating cold air in yourhome. The amount of time needed to heat up the fan sensor will differ d epending on the model of your fireplace. It is comm on 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 fire box resulting in higher radiant heat and greater ef ficiencies (Back to top) Will my gas hearth product still burn if I lose ele ctricity to my home? If your model has a standing pilot light or our pat ented 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 n eed to install batteries for operation. If you have a fan or a remote control option, they will not work without power, but the a ppliance itself will burn and provide heat. (If you have a remote control, you may need to operate the appliance with the ON/O ff switch in the control area of the appliance). (Back to top)



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

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

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