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    Guides & Articles Q&A with the NFI Certified Specialists

    * Please Note: All customer questions are answered by our NFI Certified Specialists free of charge!
    35 Questions & 35 Answers
    Sally T
    from Dayton, OH asked:
    October 27, 2020
    How can I find a qualified specialist to clean and inspect my vented gas fireplace heater in Ohio?
    1 Answer
    We recommend using the NFI website here:
    Submitted by: Tyler M. - NFI Master Hearth Professional on October 27, 2020

    from NC asked:
    March 27, 2023
    Which brands of wood-burning stoves do you sell that are rear-vented?
    1 Answer
    Submitted by: Kathy O. on March 27, 2023

    January 14, 2022
    One of your articles says that I can't have a glass door with an unvented set. Is that correct?
    1 Answer
    Correct, glass doors are not to be used with a vent free set.
    Submitted by: Aaron D. on January 14, 2022

    CW P.
    from Blue Ridge, GA asked:
    July 27, 2021
    How do you measure the fireplace to determine the size of the insert that can be used?
    1 Answer
    This article, Insert Buyers Guide, has the information on how to measure your fireplace for an insert.
    Submitted by: Aaron D. on July 27, 2021

    Thomas F.
    from Fresno, CA asked:
    June 24, 2021
    Can I use double thick chimney pipe for all my piping throughout my system or do I have to use stove pipe in some areas?
    1 Answer
    The required chimney components will be outlined in the installation manual for your specific appliance.
    Submitted by: Aaron D. on June 24, 2021

    from New York asked:
    June 14, 2021
    Where can I find the manufacturer's name on a fireplace insert?
    1 Answer
    Depending on your unit, there are a few places the manufacturer information may be located. The first location would be a metal plate that is on the left or right side of the smoke shelf bracket, right at the top of the fireplace front opening. The next place would be just on the inside of the opening, behind the fireplace screens on the left or right side. The last location would be in the void space underneath the fireplace floor. This can be accessed either through the front of the unit's louvers or through a removable floor panel underneath the bottom refractory.
    Submitted by: Tyler M. - NFI Master Hearth Professional on June 14, 2021

    from Bar Harbor, ME asked:
    June 7, 2021
    What is used to deodorize wood stoves and chimney cleanouts?
    1 Answer
    Submitted by: Kathy O. on June 7, 2021

    Sherry B.
    from Oswego, NY asked:
    May 11, 2021
    I have the Superior WCT2042 Merit 42" wood-burning fireplace.  If I am using a noncombustible material, such as metal or stone, can I place my mantel closer to the fireplace than is indicated in the safety guidelines?
    1 Answer
    If the mantel itself is completely noncombustible, the mantel clearances would not apply and the mantel may be placed closer to the top of the fireplace opening.
    Submitted by: Will M. on May 11, 2021

    May 8, 2021
    Is burnished black a true black or more of a brown-black?
    1 Answer
    Burnished black will be a black color with hints of brown in the color to appear that the paint has been "burnished" or "rubbed".
    Submitted by: Aaron D. on May 10, 2021

    Trudi N
    from NY asked:
    April 7, 2021
    How do you know if your gas log heater insert is vented or not?  And what brand it is?
    1 Answer
    There will be a data plate on your appliance that will list the necessary information.  For details on locating this data plate please reference our article on How To Find Your Serial Number.   
    Submitted by: Aaron D. on April 7, 2021

    from Salt Lake City, UT asked:
    October 24, 2020
    How far away does carpet have to be from my gas insert?
    1 Answer
    This clearance will depend on the particular model; your installation manual will list these clearances.
    Submitted by: Tyler M. - NFI Master Hearth Professional on October 26, 2020

    from Shawnee, KS asked:
    October 1, 2020
    is there a step-by-step guide on how to remove the glass on the fireplace to clean it.?
    1 Answer
    We do have a video explaining how to clean a gas fireplace or stove, which shows an example of glass removal.  The actual method of how to remove your glass will depend on your model and should be shown in your installation instructions.
    Submitted by: Tyler M. - NFI Master Hearth Professional on October 1, 2020

    from asked:
    August 5, 2020
    How often should I turn on my gas-log fireplace during warm months, such as summer?
    1 Answer
    The fireplace should actually be left off as there is no reason to add extra wear and tear or waste fuel. The most common reason for the pilot assembly needing to be replaced well before the end of its expected lifespan, for example, is leaving a pilot flame burning during the warmer months. Prior to extended use in the colder months, the gas controls, burner and decorative logs should be cleaned and checked/serviced by a qualified professional. 
    Submitted by: Will M. on August 5, 2020

    from Waldo, OH asked:
    March 23, 2020
    Do you have a product that will remove sugar-burn stains from the cast iron wood burning stove surface?
    1 Answer
    This product should be tried first before sanding and re-painting the stove surface with 1200 degree stove paint. We offer stove paint here.
    Submitted by: Will M. on March 25, 2020

    from West Bloomfield, MI asked:
    March 20, 2020
    What type of metal the insert made out of?
    1 Answer
    Usually rolled steel is what inserts are made from, but that does depend on the unit. Some are cast iron as well.
    Submitted by: Owen on March 20, 2020

    Steven S.
    from Roseburg, OR asked:
    March 14, 2020
    I have a White Mountain Hearth by Empire Comfort Systems. For some reason, my remote will not light the fire. The pilot is burning and I have replaced batteries in both remote, Majestic ambient, and the other thing that comes with it. still no go. Can you help?
    1 Answer
    If the remote worked properly before the batteries were changed, and nothing has been done with the wiring, it is possible that the remote has failed and needs replacement. That particular remote control should have a one-year warranty for replacement, if applicable. We would recommend trying to re-sync the remote as you did the first time it was installed, however.
    Submitted by: Tyler M. - NFI Master Hearth Professional on March 16, 2020

    Alex S.
    February 26, 2020
    I have installed a superior 8DM round chimney cap with mesh. How can I keep the rain out?
    1 Answer
    The RT-8DM chimney cannot be sealed to prevent all possible intrusion of precipitation. We apologize for the inconvenience.
    Submitted by: Tyler M. - NFI Master Hearth Professional on February 26, 2020

    Stephen T.
    from Elkridge, MD asked:
    February 10, 2020
    Is the 36 VTR2500 the same thing as the VTR2536. What is different? 
    1 Answer
    There is no VTR2500 or VTR2536. If you are referring to the Superior VRT2500 36 inch ventless firebox and model number VRT2536, they are one and the same.
    Submitted by: Will M. on February 11, 2020

    Scott L.
    from Emmett, MI asked:
    January 30, 2020
    Does anyone make a 22.5 or 30 degree, 3-inch pellet stove pipe preferably compatible with DuraVent?
    1 Answer
    Duravent Pellet Venting comes in 45 degree and 90 degree elbows. They do not offer a 30 degree. Unfortunately, you cannot convert to another brand.
    Submitted by: Brian L. on January 30, 2020

    from Decatur, IL asked:
    December 29, 2019
    We currently have a wood-burning fireplace, and we are wanting to put in a propane gas firebox. The front opening is an odd size of 39". How do we fill an opening gap if we get a 36" or 38"?
    1 Answer
    If you are looking to install a gas hearth system inside of an existing wood fireplace, we would require measurements for the front width, rear width, height and depth of the existing fireplace opening and would need to know if you are looking for a ventless or direct vent insert. Since fireplace inserts are designed to be installed into existing fireplace openings with unknown measurements, each fireplace insert will have several surround options available in varying sizes to fill the void left between the existing fireplace opening and insert. 
    Submitted by: Will M. on December 30, 2019

    from Bandon, OR asked:
    December 27, 2019
    Does this model's intake air from outside the house e.g. from the crawlspace?
    1 Answer
    A fresh air kit for a fireplace can indeed be run to a crawlspace. 
    Submitted by: Brennan W. on December 27, 2019

    Maureen A.
    December 16, 2019
    The fireplace will not turn on with the remote. I put new batteries in the remote, but it still won't turn on. What can I do?
    1 Answer
    Please also check the receiver and change the batteries in that part of your remote system.  If it still does not work, please try the switch on the remote and see if that manually turns the burner on and off.
    Submitted by: Tyler M. - NFI Master Hearth Professional on December 23, 2019

    from Waynesfield, OH asked:
    November 6, 2019
    I recently bought an Empire Medium Innsbrook 28 inch propane ventless model. It comes standard with a 4 pc.log set on the 18 inches, 28,000 BTU burner. In the future can I replace/upgrade to a different log set than the one provided?
    1 Answer
    We apologize, but the Empire Innsbrook inserts cannot accept any other log set than the one that was included with it. There is no way to replace the logs or the burner components within the Innsbrook.
    Submitted by: Tyler M. - NFI Master Hearth Professional on November 6, 2019

    Amy V.
    from Stott City, MO asked:
    November 5, 2019
    Where do I reregister my warranty?
    1 Answer
    Most warranty information is located on the last page of the installation and instruction manual included with your hearth system. 
    Submitted by: Will M. on November 6, 2019

    from Baltimore, MD asked:
    November 4, 2019
    Can l build a firebox for a gas log insert using double layer 1/2" durock fastened onto metal studs then applying natural stone on the hearth, 3 walls & cover?
    1 Answer
    No, a direct vent gas fireplace insert requires a fully functional, existing woodburning fireplace and chimney.  You can custom-build an enclosure for a gas fireplace (not insert), however.  For those models, you do not need to go to such lengths, as, for most models, a wooden enclosure will suffice.   You can see our full selection of these fireplaces here: Direct Vent Gas Fireplaces.
    Submitted by: Tyler M. - NFI Master Hearth Professional on November 5, 2019

    from Douglas, MA asked:
    November 2, 2019

    I have a fireplace in my new home that does not have an ash drop door. I am having trouble finding the correct size replacement. My measurements are roughly 5 inches deep by 8 3/4 inches wide. What would be the size I need?

    1 Answer
    The only ash-dump door we carry is 5 1/2" by 9  1/2", which is made for an opening of 4 5/8" by 8 5/8". 
    Submitted by: Tyler M. - NFI Master Hearth Professional on November 4, 2019

    Robert C.
    from Stowe, VT asked:
    October 30, 2019
    What is the procedure to add additional pipe sections to the Majestic triple wall when you are going to a 9-foot height on a sloped roof?

    1 Answer
    A general rule of thumb is that any exposed length of air-cooled chimney should be enclosed in a framed chimney surround if the length above the roof line will exceed the length of the longest chimney section available. Since you would have 9' of air-cooled chimney above the roof, you will need to frame an insulated chimney surround to house the exposed chimney.   
    Submitted by: Will M. on October 30, 2019

    from asked:
    October 26, 2019
    What size propane gas fireplace would I need to heat 1600 sq feet?
    1 Answer
    Without knowing the type of gas hearth system you are wanting, you would need to select a model with a BTU output of 56,000. Please note that the hearth systems we offer should only be used to provide supplemental heat to space and should not be used as a primary heat source or as a substitute for central heating. 
    Submitted by: Will M. on October 28, 2019

    Jim R.
    October 12, 2019
    Can a 30-degree offset be separated to make two 15-degree turns
    1 Answer
    We're sorry, no. This is not possible. 
    Submitted by: Will M. on October 14, 2019

    Troy E.
    October 8, 2019
    Can you install a natural gas regulator at the bottom of the gas fireplace by the gas valve?
    1 Answer
    A gas regulator should be installed on the line prior to the valve. I have seen it installed in that lower compartment area, yes. You should check with local code enforcement as well to ensure that meets local code.
    Submitted by: Owen O. on October 8, 2019

    from Connecticut asked:
    August 12, 2019
    In your guide to gas logs, it says you have to use a damper clamp for vented gas logs. Does this mean the damper must remain open or partially open all the time? 

    1 Answer
    Yes, the damper clamp will hold the damper open just enough to safely allow the exhaust fumes from a pilot light to escape up the chimney.
    Submitted by: Tyler M. - NFI Master Hearth Professional on August 13, 2019

    Vicki M
    from Cut & Shoot, TX asked:
    July 24, 2019

    Can a freestanding direct vent fireplace sit directly on linoleum wood type flooring?

    1 Answer
    Most do not permit the unit to be installed on carpet or linoleum. You can place a stove board beneath the unit for a safe installation.
    Submitted by: Owen O. on July 24, 2019

    from ft thomsas,Ky asked:
    May 23, 2019
    How do I replace a thermocoupling?
    1 Answer
    Replacing a thermocouple is usually simple but it does vary in difficulty a bit from application to application.  For that reason, and to ensure the compatibility of a replacement thermocouple, we recommend contacting a local plumber, gas fitter or HVAC professional. 
    Submitted by: Tyler M. - NFI Master Hearth Professional on May 23, 2019

    Ken R
    from utah asked:
    April 15, 2019
    How does vent free work?
    1 Answer
    Vent free gas systems operate at a 99.99% efficiency rating, so the only byproduct of combustion is water vapor and carbon dioxide. Because of this, it is not required that venting be used with a vent free fireplace or log set.
    Submitted by: Brennan W. on April 16, 2019

    Brad F
    from Chaska, MN asked:
    March 4, 2019
    I recently purchased an Empire DVD-36-FP30N from you. I'm installing in carpeted basement with concrete underneath carpet. I assume I cut the carpet away before installing fireplace unit and the unit sits directly on the concrete floor. Correct?
    1 Answer
    That is indeed how the unit should be installed.
    Submitted by: Brennan W. on March 5, 2019

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