Optiflame Troubleshooter

Please check the following before trying resolve any problems you may be having with your Optiflame fire: 

The plug is firmly inserted into the wall socket

You have tried another appliance in the socket to confirm supply

You have double checked the fuse in the plug and have ensured the fire is switched on

My product is damaged or is missing some parts

If you have recently purchased an Optiflame fire and any component is damaged or missing please contact customer services on 0344 879 3588 or fill out the request form at the bottom of this page.

The fuel effect appears to be the wrong colour

The fuel effect material will vary in colour from batch to batch, this can cause some effects to have more of a yellow, red, or orange look to them, where black paint is applied, it will vary slightly in intensity from batch to batch. The level of lighting within a shop may also change the fires appearance. This is normal.

The remote control is not working

-If your Optiflame fire includes a remote control unit to operate the fire it should be able to turn the fire to on or off and turn the heating element on or off. It can take a little while for the fire to respond to the remote control, avoid pressing the buttons on the remote control more than once within any two second period.

 

-If the fires is not responding at all to the remote control, please check that batteries are installed in the remote control and ensure they are fitted in the correct way (see the + & - markings). If batteries are already installed, please try a new set available from most retail outlets.

 

-If the fire is still not responding to the remote control, and providing the product is within the warranty period please fill out the service request form at the bottom of this page. 

 

 

There is a noise when operating the heat effect

-When in a quiet environment a heat blower motor can be heard operating in all of our Optiflame fires, this is normal.

 

-If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth. If so, bring the fire forward onto the carpet or rug in front of the fire place. If this addresses the noise you are hearing then try positioning a piece of underlay or carpet under the fire when re-positioned on the hearth, this should solve the problem.

 

-Vacuuming of the heat blower area is also recommended, as this can help the fan located inside run more freely. This is important as the fan controls airflow over the heating element.

 

-If the motor’s sound level has noticeably increased and these actions do not resolve the problem please fill out the service call request form at the bottom of this page.

 

There is a noise when operating the flame effect

-When in a quiet environment a motor can be heard operating in all of our Optiflame fires, this is normal.

 

-If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth. If so, bring the fire forward onto the carpet or rug in front of the fire place. If this addresses the noise you are hearing then try positioning a piece of underlay or carpet under the fire when re-positioned on the hearth, this should solve the problem.

 

-If the fire is not positioned on a solid hearth, or continues to make a louder noise please unplug the fire then remove the fuel effect by following the procedure within the operating instructions.

 

-The fan unit will be visible at this point, check for any obstructions that may be catching in the fan, it may only be a small piece of coal or pebbles that have fallen from the plastic bed above.  Vacuuming the fan area may also help the fan run more freely.

 

-If the motor’s sound level has noticeably increased and these actions do not resolve the problem please fill out the service call request form at the bottom of this page.

 

 

Flames are not moving

-When in a quiet environment a motor can be heard operating in all of our Optiflame fires, this is normal.   If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth

 

-If you can hear the motor running check that the lamps are working. Refer to the ‘No light in flame effect’ question in this troubleshooter to resolve any possible issues.

 

-If you cannot hear the motor running please unplug the fire and then remove the fueleffect by following the procedure within the operating instructions.

 

-The fan unit will be visible at this point, please check for any obstructions that may prevent the fan from turning, this may be a small piece of coal or pebbles that have fallen from the plastic bed above.

 

-Vacuuming the fan area may also help if dust, fluff or pet hairs have accumulated during use.

 

-If this does not resolve the issue, then please fill out the service call request form at the bottom of this page.

 

 

 

Flame effect appears dull

-If a lamp is not operating refer to the ‘No light in flame effect’ question in this troubleshooter. Older Optiflame fires should be fitted with S.E.S candle bulbs. If bulbs have been replaced check that the correct wattage has been used and replace as necessary. New energy efficient bulbs may take a little longer to reach full incandescence, so the flame effect may initially appear dull when first switched on.

 

-If the room is very brightly lit this can reduce the impact of the flame effect but the fire will be working normally. 

 

No light in the flame effect

-Ensure the flame effect is switched on, the switch is typically marked with a light bulb graphic. If you are not seeing the light effect please check the status of the lighting to see if they have failed and so will need replacing.

 

-For recent models with LED lighting please fill out the service call request form at the bottom of this page.

 

-For older models with S.E.S candle bulbs, check if one or all bulbs have failed. If only one bulb has failed, turn off the fire and wait until the working bulbs have cooled enough to be safe to touch. Then try a bulb that is working in the failed bulb’s position as a check. If it lights up when the fire is switched back on please purchase a replacement. If all bulbs have failed, purchase new bulbs and replace all. 

 

-If this does not resolve the problem please fill out the service call request form at the bottom of this page.

 

 

No heat is being produced

-Has the heat switch been turned on? Press the switch twice to give heat and the flame effect on older models. The latest versions of Optiflame fires will have two switches marked ‘I’ and ‘II’ to select the level of heating, typically 1kW and 2kW output, check if these switches are in the ‘on’ position.

 

-For fires with a dialled thermostatic control turn the dial clockwise to maximum, the heating should not cut out. Then adjust the heating down, turning the dial anti-clockwise until a comfortable temperature is achieved. If the heat cuts out when the thermostat is set to maximum but the room is no warmer it could mean that the cut-out could be faulty and will require servicing.

 

-If the fire is installed into an existing chimney we would also recommend that the flue be partially obstructed to prevent heat being drawn up out of the room.

 

-If these actions do not resolve the problem please fill out the service call request form at the bottom of this page.