FAQ

Below we have gathered the most frequently asked questions. If you do not find the answer to your question, you are always welcome to contact us through the contact formula, which you can find by clicking here.

Why are the wood pellets not coming out into the burn pot?

You should investigate the following:

The pellet tank may be empty
The bottom auger may be stuck
The fuse may be blown
The motor is defect
The bushing may be worn out, so that the bottom auger turns at an angle

You should try the following:

You should check the pellet tank
You should see if the bottom auger is moving
You should check the bushings
You should check the fuse in the pellet stove

Some spare parts you are missing, may include the following:

Gear motor
Fuse
bushings

The pellet stove is not lighting the pellets

You should investigate the following:

Whether the burn pots placement is wrong
Whether there are slagging tendencies, in the burnpot, due to bad quality pellets.
Whether the pellet stove is clean, from the exhaust pipe to the chimney.

You should try the following:

You should check if the stove’s glass is tightly sealed
You should check if the igniter is heating correctly in the burn pot
You should check if the if the pellets turn black where the igniter is located in the burn pot
You should check if the burn pot placement is wrong
You should clean the pellet stove, from the exhaust pipe to the chimney. You should especially ensure that you clean from combustion chamber to the smoke extractor, with a cleaning brush
Rinse the burn pot

Some spare parts you are missing, may include the following:

Igniter
Cleaning brush
Glass cord

The smoke extractor fan is not working/turning

You should investigate the following:

Whether the smoke extractor is stuck, possibly due to slagging/ash/birds
Whether the motor is defect
In some pellet stoves, there is a fuse on the cord, from the smoke extractor to the printed circuit board.

You should try the following:

You should carefully take the smoke extractor out and rinse it.
You should check whether all the connectors are placed correctly and are not loose
You should change the fuse
You should change the smoke exhaust

Some spare parts you are missing, may include the following:

Smoke exhaust
Fuse
Cleaning brush
Heat resistant silicone

The convection fan is not blowing air

You should investigate the following:

Whether the minimum operating temperature is achieved
Whether the fan can turn around (check manually with your fingers when the fan is turned off)
Whether the fan is stuck due to lack of cleaning
Whether the fan is defect

You should try the following:

You should try waiting until a higher operating temperature is achieved
You should try cleaning the fan
You should try lubricating the fan with WD40 oil
You should try replacing the fan

Some spare parts you are missing, may include the following:

Cleaning brush
WD40 oil
A convection fan

The pellet stove display is not lighting up/not working

You should investigate the following:

Whether the manual fuse has connected
Whether the main fuse has tripped
Whether there is a fault in the control program
Whether there is a fault on the display

You should try the following:

You should try reconnecting the manual fuse
You should try changing the fuse
You should check is the flat cable is defective
You should check is there is a loose plug connecter
You should check is there is a fault in the control program
You should check is there is a fault in the display

Some spare parts you are missing, may include the following:

Fuse
Display
Flat cable
Call a technician

The fire goes out and the pellet stove stops

You should investigate the following:

The pellet tank is empty
The pellets are not falling down into the burn pot
Overheating has caused the fuse to trip
The pellet stove has automatically shut down.
Bad quality pellets
The number of pellets is too small

You should try the following:

You should try adding more pellets
You should try changing or reconnecting the fuse
You should turn of the automatic function
You should change the pellets
You should try adjusting the amount of pellets if possible
You should try and check if the bottom auger is evenly turning around

Some spare parts you are missing, may include the following:

Gear motor
Wooden pellets
Fuse

The pellet stove turns off after just 10 minutes/30 minutes

You should investigate the following:

The pellets stove has not reached the minimum smoke temperature
Failed ignition
Bad quality pellets
Poor combustion due to failure to clean pellet stove
The number of pellets is too small

You should try the following:

You should try emptying the burn pot and thereafter try new ignition
You should check that there is no slagging in the burn pot
You should check if the pellet stove is clean to ensure there is enough draft
You should check whether enough wooden pellets come through, whether there is too much ash debris/ash, or whether the gear motor is jamming
You should change the wooden pellets

Some spare parts you are missing, may include the following:

Gear motor
Change defect flue gas temperature sensor
Cleaning brush

The flames are burning with a weak yellow flame and quickly produces soot build up on the glass door

You should investigate the following:

Check whether the vent is blocked
Whether the wooden pellets are of bad quality, and therefore produce slag
Whether the pellet stove’s door is tightly sealed
Whether there are too many wooden pellets
Whether there is too little oxygen in the house/environment
Whether there is a fault in the control program

You should try the following:

You should try emptying the burn pot and thereafter try new ignition
You should try and change the pellets
You should adjust the amount of pellets
You should change defect flue gas temperature sensor

Some spare parts you are missing, may include the following:

Cleaning brush
Glass cord
Glue
Call a technician
Reboot control program
A new printed circuit board

The convection fan will not stop

You should investigate the following:

Whether the flue gas temperature sensor is defect
Whether the pellet stove is overheating
Whether there is a fault with the control program
Whether the convection fan is quickly turning

You should try the following:

You should wait for the pellet stove to cool down
You should rinse/clean the flue gas temperature sensor, by the smoke extraction fan
You should replace the flue gas temperature sensor, by the smoke extraction fan
You should rinse/clean the convection fan, to ensure that is can turn around quickly
You should replace the convection fan
You should get technical help

Some spare parts you are missing, may include the following:

Flue gas temperature sensor
Convection fan
Call a technician

There is ash and dirt around the pellet stove

You should investigate the following:

Whether the smoke/flue pipes are sealed from the stove outlet to the chimney

You should try the following:

Replace the gasket in the smoke/flue pipes
Seal the pipes joints with heat resistant sealant/heat resistant silicone

Some spare parts you are missing, may include the following:

Smoke/flue pipes
Smoke/ flue pipes gasket
Heat resistant sealant
Heat resistant silicone