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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!
    24 Questions & 24 Answers
    Fay
    from fclayton1044@gmail.com 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

    Teri
    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

    Rod
    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

    KS
    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

    Sharon
    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

    Kathy B.
    from Washington, NC asked:
    November 21, 2019

    I have a small firebox in my 1890's Victorian home. The box is 20" across the front, 17" across the back and 12" deep, and it is 24 inches high. Is there a set of ventless gas logs that would fit?

    1 Answer
    The only ventless gas log set we have that will fit is the 16" Real Fyre Valley Oak logs. You can see them here: Real Fyre Valley Oak Series.
    Submitted by: Tyler M. - NFI Master Hearth Professional on November 21, 2019

    Robert
    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

    Paul
    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

    Don
    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

    Jean
    from jeanne.mcguckin@gmail.com 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

    Kel
    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

    bill
    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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