Gas Fireplace & Insert FAQs

IMPORTANT: You must first determine if your gas burning appliance is designed to operate with a pilot burner or not. Find your exact model number and then consult with your owner’s manual for full details on the pilot burner operation.

Gas burning appliances are designed to be safe. When in doubt, contact the Best Fire service warehouse for servicing the make and model appliance you have.

There are multiple valve systems in the marketplace designed with or without standing pilot burners. For example, traditional millivolt valve systems that have a thermocouple and/or thermopile most likely will require a standing pilot burner to be lit for operation.

However newer electronic ignition valve systems may have an intermittent pilot ignition (IPI) which automatically light a safety pilot each time the appliance is turned on.

Furthermore there are older electronic ignition valve system which do not have a pilot burner at all.

If your pilot light goes out, you can follow the below steps to light it yourself:

• Step 1: Remove the front glass from the fireplace to locate the gas supply valve. This is typically found behind the decorative front, below the glass, or if your fireplace is older, behind the louvers. It may be red or blue.
• Step 2: Open the gas supply valve by pivoting the handle to be parallel to the gas line.
• Step 3: Find the pilot assembly and spark igniter. Usually, you can find this underneath the logs toward the back of the firebox.
• Step 4: Find the red or black igniter button and push the igniter to verify a spark at the pilot area. (Note: if you do not see a red or black igniter button, you do not have a manual ignition system. If power is actively supplied to your fireplace, simply turn the On/Off switch, wall switch, or remote control to “On” to ignite your main burner. Be sure to replace the fireplace glass before reigniting your fireplace.)
• Step 5: Find the black or green valve control knob with the words “On,” “Off”, and “Pilot” on it. Push in and rotate counterclockwise until the word “Pilot” is in the six o’clock position. (Note: some valve assemblies may be feature inverted brackets.)
• Step 6: While pressing and holding in the valve knob (in “Pilot” position, it should press in about 1/4″), press the red or black piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not light, wait five minutes, then try again. Once the pilot lights, continue to hold the valve knob in for 30 seconds, then slowly release.
• Step 7:If the pilot stays lit, press the valve knob in slightly and rotate clockwise until the word “On” is in the six o’clock position. If the pilot light goes out, contact the Best Fire service warehouse for assistance. Remember to shut the gas supply valve off.
• Step 8: Make sure you put the glass front back on the fireplace prior to burning your fireplace. Make sure the glass is securely clamped on at all points prior to replacing the front. To turn on your fireplace, turn the unit’s On/Off switch, wall switch, or remote control to the “On” position to start your fire.

It’s recommended that a gas fireplace or insert remain on the “high” setting for about three hours before letting it cool completely. Once cooled, turn the fireplace on again and set to the “high” setting for an additional six to eight hours.

A new gas fireplace or insert will require “burn-in” or curing time, which burns off oils, paint residue, and other elements from the manufacturing process.

Make sure to have the windows open to stimulate ventilation during this process.

A pilot light will burn 800 to 1500 BTUs an hour.

You can calculate overall costs by examining your monthly gas bill, which includes your exact cost per “therm” (100,000 BTUs). Based on the rate listed above, you can then estimate the cost to operate your pilot light in your area.

You can turn off the pilot light for extended periods of time, such as in the summer months, then relight the pilot when needed.

There are many models of gas fireplaces and inserts that allow you to adjust the height of the flame. However, there are models that do not allow the homeowner to adjust the flame level.

Consult your owner’s manual or contact the Best Fire service warehouse if you have questions about your unit.

It is common for the front glass of your gas fireplace or insert to reach very high temperatures and can retain heat for up to 45 minutes after the unit is turned off.

It’s important to carefully supervise children and pets when operating the fireplace and to have protective barriers in place. Many models include or offer additional protective barriers such as screens that can help reduce the risk of burns from touching the glass.

Yes, it’s normal for the mantel to get very hot. The allowable amount is up to 117°F above room temperature for combustibles as outlined by American National Standards Institute (ANSI) and Underwriters Laboratories (UL) standards

This means that at average room temperature of about 70 to 75°F, the mantel is can reach 187 to 192°F.

Gas fireplaces and inserts that are properly installed will adhere to the necessary clearances to avoid damage.

If you just had a new gas fireplace or insert installed, this is the most common reason for the odor you smell. New fireplaces have a “burn-in” period and the scent should dissipate over time.

But there could be several other reasons for odors to come from your gas fireplace or insert.

Start by checking the items you have on your mantel. Since the mantel can get very hot, this might be the cause for the odor. Remove all objects and place them back one at a time to identify if any of these items are causing the smell.

Another reason could be the adhesives in the materials used for the surround.

If you have concerns, contact the Best Fire service warehouse and our team of experienced technicians can answer any of your questions.

It’s normal to get a blue flame in the first few minutes of operation. However, if you are still getting a blue flame after 30 minutes, an adjustment to your fireplace might be needed.

Contact the Best Fire service warehouse and set up an appointment with our team of experienced technicians can troubleshoot this issue.

If the remote for your gas fireplace or insert is in thermostat mode, there will be a 2°F range when the room temperature will need to exceed the desired temperature setting to turn on. This is to avoid continuous on-and-off cycling of the fireplace.

If your fan kit on your gas fireplace or insert is not operating properly, there are a few things to try.

If you are noticing your fan is not blowing much air or is noisy, start by manually adjusting the fan using the rheostat control or the remote control that comes with the unit. The fan control should be in the control area behind the front and below the glass of the fireplace, or on a wall switch with the rheostat.

If there are still issues with performance, this could be the result of decreased air flow caused by dust and other particle build-up.

Lastly, if the fan does not turn on right away, the fans have a sensor that will activate the fan when the fireplace heats up to a certain temperature. The amount of time it takes for the fan sensor to heat up will depend on the specific unit you have.

If you have concerns, contact the Best Fire service warehouse and our team can schedule a maintenance appointment to properly clean and fix your fireplace.

To avoid circulating chilly air into your home, the fan in your gas fireplace or insert has a sensor that will activate when the unit heats up to a certain temperature. The fan will automatically turn on or off when it reaches this temperature.

The time it takes for the sensor to turn on or off in your fireplace will depend on your unit.

Here are a few things to check if you are having issues activating your gas fireplace or insert using your remote:

• The On/Off switch on your fireplace or wall might be in the “On” position. This will override your remote and should be left in the “Off” position if you primarily operate using your remote.
• Check if your remote is set to thermostat mode. This mode will require the room temperature to exceed the desired temperature for the fireplace to turn on or off. There is a range of 2°F. Turn off thermostat mode or raise the temperature to fix the issue.
• Replace the batteries in your remote and try again.
• Move closer to the fireplace and try again. The remote works best within a 25-to-30-foot range from the appliance.

Most manufacturers recommend a gas fireplace or other heating solution receive an annual service inspection by a qualified technician to check for wear or damage, out of specification parts or logs and to confirm proper setup and calibration of the appliance.

During these service checks, the expert can also supply any necessary service your heating appliance requires for it to stay safe and functional year-round.

Generally, for newer direct vent gas fireplaces/inserts/stoves under normal use, that were installed by Best Fire Hearth and Patio, a once every 2-year service call may be appropriate time frame.

Best Fire offers repair and maintenance services for gas fireplaces and inserts. We also offer a Privilege Service Program with added benefits for members.

Each model will be different, and you should consult you user’s manual for detailed instructions before attempting to remove your glass panel.

On direct vent gas fireplace models, the integrated fixed glass panel is required to be in place and installed during operation. Direct-vent gas fireplaces and inserts are sealed combustion systems and need the glass in place and sealed to function properly. This glass panel can be removed only for servicing, cleaning, or repair.

CAUTION: Do not attempt to remove the fireplace’s glass while it’s hot to avoid burns or damage to other items in the room.

On most models, the decorative screen front will need to be removed prior to glass removal. The glass frame will have a glass retention system using either spring-loaded clips, tabs, or screws which secure the glass front to the frame of the fireplace.

Once you remove the glass front, make sure to set it on a towel to avoid scratching the glass.

However, keep in mind the glass front panel needs to be re-installed on the fireplace properly, with any gasketing materials in good condition before resuming operation, to ensure fireplace safety and performance.

Contact Best Fire’s specialized technicians at the service warehouse for proper cleaning and maintenance of your fireplace.

A direct vent gas appliance vent system that was installed by a qualified professional correctly and according to manufacturer’s instructions and specification should not need annual service.

However, gas direct vent systems should be inspected and checked according to the manufacture’s recommendation.

Furthermore, an inspection may be required if you see a change in your appliance’s performance or if you suspect something occurred that would have altered or restricted the original vent system in any way.

Best Fire’s specialized technicians at the service warehouse can perform annual inspections and cleanings of your fireplace to ensure it’s safe and functional.

We also offer a Privilege Service Program with added benefits for members.