To report an outage, call
Important Information About Non-Vented Gas Logs
These are a few tips to help you enjoy your gas logs. Used properly, your gas logs will be a source of enjoyment for you and your family for many years to come. Please do not hesitate to contact our service department if you have questions.
In order to achieve optimum burner performance, it is important that gas logs are positioned correctly. Logs that are moved from positions as outlined in the owner's manual may cause sooting or damage to the logs. If a log is removed for service, please refer to the owner's manual for correct repositioning.
Ceiling fans, Portable fans, or Logs installed near cold air returns
Air flow can affect the proper performance of your gas logs. Air blowing directly into the flame may cause flame impingement. Flame impingement results when the flame touches areas of the logs set not designed to be in contact with the flame. Sooting can result.
Decorative glass doors for your fireplace should remain open if you have non-vented logs in use.
Painting, Varnishing, Staining, Room and Carpet Deodorizers
It is very important to be sure your gas logs are not operating when you are making changes in a room affecting air quality, such as painting, varnishing, staining, or using room deodorizers or carpet fresheners. When these processes occur in conjunction with burning gas logs, a strong odor similar to that of kerosene may result.
If you prefer to turn your pilot light off during the summer, please be sure the knob is turned to the "off" position. Unvented gas logs have an oxygen depletion sensor (ODS) that will automatically turn your pilot light off if the level of oxygen drops below a safe level in the room. For this reason, many customers leave the pilot light on year round.
Decorative or scented candles produce a residue (soot) in the air when burning. Use of decorative candles should be avoided while the gas logs are burning as sooting could be increased while the logs are in use.