Soot may occur if your logs shift and are covering a gas port or if your air shutter was not adjusted for the correct gas type during installation. Contact your local fireplace technician for further assistance.

As a result of the casting procedure, air becomes entrapped within the Supercast™ mix and on the surface of the molding material. Supercast™ uses a high cement to water mix ratio; this creates a very thick, dense composition making it difficult for trapped air to escape. Thorough processes are incorporated into the casting process in order to minimize the number of pits visible on a finished Supercast™ piece. Plasticizer additives are used in the Supercast™ composition in order to create a more fluid mixture without increasing the percentage of water, as water decreases the strength of the composition. Agitation of the piece is also performed during the process to allow trapped air to escape. While the composition and casting process is designed to allow air bubbles to escape, surface tension on the surfaces of the piece prevent a small percentage of smaller air pockets from releasing. The pitting is an inherent component of casting Supercast™. The presence of pitting does not compromise the durability or strength of the piece but adds to the distinctive look.

Similar to other moving parts used outside, we recommend lubricating the slides at least once a year and as needed. Lubricating the slides will help them operate smoothly and extend their life. Any spray lubricant, such as WD-40, can be used to spray into the bearings of the drawer. After lubricating both slides, slide the drawer back and forth a few times to spread the lubrication. WARNING! Do not spray lubricant while burner is operating. Disconnect and remove the propane tank from the base before spraying lubrication. View the sliding tank door bulletin for assistance.

Your burner may not be lighting for a few potential reasons. First, verify that there is power being supplied to the system. Check that outlets are live or batteries are fresh and that all wiring connections are made properly and securely on the DSI system. Next, verify that gas is being supplied to the burner. Ensure that all shutoff valves on the gas supply are open or that your propane tank is full. For hard-piped installations, the first time the unit is operating there may be air in the plumbing that needs to purge before there is gas present at the burner. Try cycling the unit ON and OFF a few times. Next, ensure that burner media is evenly dispersed across the burner surface and that only the OGC-supplied amount of media is being used. There should also be one layer of media inside the wind guard underneath the igniter and sensor electrode. Finally, visually inspect the igniter and sensor electrodes for damage. Wiggle all three prongs of the electrode assembly gently with your fingers; the prongs should not move. Ensure that a visible and audible spark is occurring between the middle electrode and the electrode that the middle electrode bends towards. Also verify that the spark gap is between 1/8” and ¼”. If problem persists, contact OGC for further assistance.

If your fan does not seem to be operating correctly, it may need to be cleaned due to pet hair or other air debris. Use compressed air to clean the fan. Keep the fan from rotating while cleaning.

A gentle “whooshing” sound is normal when the unit is in operation. This is a result of the gas moving at very high speeds through the plumbing. When the “whooshing” noise is excessive or is more of a whistle, this may be a sign of a problem. Natural gas installations are more susceptible to noise, based on the physical properties of the gas. As a result of these properties, 2.5 times the amount of gas needs to travel through the plumbing to supply the same amount of heat in the same amount of time as a comparable propane burner. This means that the gas is traveling faster through the plumbing and creating more potential noise. Ensure that there are no kinks or damage to the supplied burner flex-line. Some plumbing components, such as commercially available corrugated stainless steel connectors, can cause excess noise when they are used as part of the gas supply system. Changes to the gas supply should only be made by a licensed gas professional. Contact OGC for more information.

​​​​​​If a protective cover (burner cover and/or fire pit cover) is not being used when the unit is not in operation, it is possible that heavy rains have caused water to enter the burner flex-line. Allow the unit to operate for 30 minutes. If problem persists or if burner is not operating properly, contact OGC for further assistance.

Our fireplaces feature a heat safety mode with an automatic 8-hour shut off timer. You may turn your fireplace back on if it shuts off due to the safety timer mode.

​​​​​​Depending on ambient conditions and installation location, the system may be shutting down unexpectedly due to unsafe conditions (turbulent or high winds or heavy rain). The system is constantly monitoring the presence of a flame and has a 12-second re-ignition before the unit shuts down when a flame is not being sensed by the control module. If turbulent winds and heavy rain are not present when the unit is shutting down unexpectedly, ensure that burner media is evenly dispersed across the burner surface and that only the OGC-supplied amount of media is being used. There should also be one layer of media inside the wind guard underneath the igniter and sensor electrode. Then, visually inspect the igniter and sensor electrodes for damage. After burner has completely cooled, wiggle all three prongs of the electrode assembly gently with your fingers; the prongs should not move. Ensure that a visible and audible spark is occurring between the middle electrode and the electrode that the middle electrode bends towards. Also verify that the spark gap is between 1/8” and ¼”. If problem persists, contact OGC for further assistance.

For hard-piped installations: the first time the unit is operating, there may be air in the plumbing that needs to purge before there is gas present at the burner. Try cycling the unit ON and OFF a few times. Next, ensure that burner media is evenly dispersed across the burner surface and that only the OGC-supplied amount of media is being used. There should also be one layer of media inside the wind guard underneath the igniter and sensor electrode. Finally, visually inspect the igniter and sensor electrodes for damage. After burner has completely cooled, wiggle all three prongs of the electrode assembly gently with your fingers; the prongs should not move. Ensure that a visible and audible spark is occurring between the middle electrode and the electrode that the middle electrode bends towards. Also verify that the spark gap is between 1/8” and ¼”. If problem persists, contact OGC for further assistance.