CUSTOMER TOOLS

Trouble Shooting Tips

Below are things you may prefer to check yourself before calling for service. If at any point you suspect you may have a dangerous situation such as a gas leak, please call us for assistance and we will schedule an appointment.

Pilot Light Trouble Shooting

Furnaces

Symptoms Possible Causes and Solutions
Thermostat not working Batteries need to be replaced. Remove thermostat faceplate and replace batteries.
Furnace won’t come on Thermostat batteries need to be replaced. See above.
Thermostat not set properly. Ensure thermostat is set properly. Refer to instructions.
Breaker off to furnace. Reset breaker. If it happens again call for service.
Filter dirty and causing furnace to overheat. Change/clean filter.
Switch to furnace is turned off. There will be a switch that looks like a light switch near the furnace. Make sure it is on.
Furnace door is not on properly. Verify furnace door is securely in place.
Not enough heat Thermostat not calling for heat. Make sure thermostat is set properly and is calling for heat.
Dirty filter restricting air flow. Change/clean filter.
Registers closed or blocked. Make sure the registers have not accidentally been closed or blocked.

Gas Fireplaces

Symptoms Possible Causes and Solutions
Pilot light won’t stay lit First ensure you are taking the correct steps to light the pilot. These steps can be found in your manual. If you don’t have your manual you can usually find information on the manufacturer’s website. If you continue to have problems this may indicate a part failure and you should schedule a service appointment.
Pilot is on but flames won’t turn on Thermostat batteries need to be replaced. Replace thermostat batteries in both the remote and the receiver. The receiver box will usually be in the space under the firebox and is usually accessed by opening or removing louvers.
Glass sooting up If your glass is sooting up you likely are in need of a thorough cleaning. Call to schedule a maintenance appointment.
Flame too high or too low You can usually adjust your flame height with controls under the firebox, or in some cases by using the remote.

Heat Pumps

Symptoms Possible Causes and Solutions
Thermostat not working Thermostat batteries need to be replaced. Remove thermostat faceplate and replace batteries.
Thermostat not set properly. Ensure thermostat is set properly. Refer to instructions.
It is too cold outside. Your heat pump will not operate at very low temperatures (the cut-off is usually between 30 and 40 degrees). Below the cut-off or “lock out” temperature the furnace or “air handler” will do the heating.
The heat pump makes noises and “smokes” Your heat pump goes through a defrost cycle as part of its normal operation. You may hear noise and see steam at that time, but it is nothing to worry about.
Heat pumps also have a furnace or “air handler” as part of the system. See the “Furnace” troubleshooting section for additional tips that may help.

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