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Please browse our frequently asked questions and feel free to reach out to us if your question is not answered here.

What are three things I need to know before I call Graves with a question about my existing fireplace? 

  • Manufacturer of fireplace
  • Model of fireplace
  • Serial # with date code

The mantel surface above my fireplace is hot to the touch, is this a fire hazard?

A hot surface above a fireplace is normal. Non-combustible facings, such as natural marble, clay, brick, stone, and ceramic tile, are safe materials with which to surround a factory-built fireplace system. These materials and any combustible trims or mantels should be installed in accordance with the appliance instructions and local building codes. Mantels can get up to 117 degrees above ambient and still be safe.

What are you talking about when you say “Heating Capacity”?

Heating capacity (in square feet) is a guideline only and may differ slightly due to climate, building construction and condition, amount and quality of insulation, location of heater, and air movement in the room.

What is the first thing to do if your remote control suddenly doesn't work? 

Change the batteries in the remote and in the receiver box location inside the fireplace.

Why does my vent free product have an odor?

There is an initial burn off period where your vent free logs will produce an odor. Upon having your vent free logs installed you will need to do an initial burn off. Ventilate the room and turn the unit on high and let it run continuously for six hours or until the odor is gone. It must run continuously for this to work correctly.

How do I light my pilot light on my vent free logs?

  • Make sure the manual shutoff valve is fully open.
  • Turn gas control knob clockwise to the “OFF” position and turn ON/OFF switch to OFF position.
  • Wait 5 minutes to clear out any gas. Then smell for gas, including near the floor. If you smell gas, STOP! Check with your gas company about a possible gas leak. If you do not smell any gas continue to next step.
  • From “OFF” position, turn the gas control knob counterclockwise to IGN position. Push in control knob for 5 seconds. NOTE: If you are running the heater for the first time, it may be necessary to press in the control knob for 30 seconds or longer to allow air to bleed out of the gas piping.
  • With the control knob pushed in, push in and release the piezo ignitor button to light the pilot.
  • Continue pushing the control knob in for a further 60 seconds to prevent the flame detector from shutting off the gas while the probe is warming up. Release the control knob.
  • Turn gas control knob counterclockwise to the “ON” position.
  • After the pilot has been lit for one minute, the burners can be turned on. Turn the ON/OFF switch to “ON” position.
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