Technical Support

We're here to help!

Find detailed answers to common questions, step-by-step troubleshooting guides, and helpful resources designed to keep your Rad-Flame experience running smoothly. Our support section is here to help you quickly resolve issues and get the most out of your product.

Technical Support

We're here to help!

Find detailed answers to common questions, step-by-step troubleshooting guides, and helpful resources designed to keep your Rad-Flame experience running smoothly. Our support section is here to help you quickly resolve issues and get the most out of your product.

Technical Support

We're here to help!

Find detailed answers to common questions, step-by-step troubleshooting guides, and helpful resources designed to keep your Rad-Flame experience running smoothly. Our support section is here to help you quickly resolve issues and get the most out of your product.

Troubleshooting

Beep Pattern

App Warning

Cause

Solution

4 short & 1 long

MAX FUEL LEVEL

Water level is too high.

Drain excess water.

4 short

SHAKING / SLANT

Unit is vibrating, inclined, or placed improperly.

Ensure the unit is level and stable on a horizontal surface

1 short & 1 long

FUEL SHORTAGE

Water level is low.

Switch fireplace OFF and add water (or allow auto-fill)

2 short

HIGH TEMP

Defective sensor

Stop using the fireplace and contact us

Partial or No Flame

Cause: Transducer wear or fan malfunction

The transducers are most frequently the source of this issue. Like all precision components, they have a finite lifespan of up to 3,000 hours under optimal conditions and require periodic replacement to maintain peak performance.

In rare instances, the fan may be responsible. To pinpoint the cause, follow these simple steps:

Turn the fireplace ON
Gently lift the burner cover

3. Look into the area where the flame is absent and observe whether the fan is rotating

Interpreting your results:

Fan is rotating — The transducers are due for replacement
Fan is not rotating - The fan requires replacement

Contact our team to arrange replagement parts and receive expert guidance through the installation process.

Beep Alarm Guide

If your Rad-Flame unit emits a beep alarm or displays a warning in the app, use the table to identify the cause and solution quickly.

Quick Tips for Smooth Operation

Troubleshooting

Beep Pattern

App Warning

Cause

Solution

4 short & 1 long

MAX FUEL LEVEL

Water level is too high.

Drain excess water.

4 short

SHAKING / SLANT

Unit is vibrating, inclined, or placed improperly.

Ensure the unit is level and stable on a horizontal surface

1 short & 1 long

FUEL SHORTAGE

Water level is low.

Switch fireplace OFF and add water (or allow auto-fill)

2 short

HIGH TEMP

Defective sensor

Stop using the fireplace and contact us

Partial or No Flame

Cause: Transducer wear or fan malfunction

The transducers are most frequently the source of this issue. Like all precision components, they have a finite lifespan of up to 3,000 hours under optimal conditions and require periodic replacement to maintain peak performance.

In rare instances, the fan may be responsible. To pinpoint the cause, follow these simple steps:

Turn the fireplace ON
Gently lift the burner cover

3. Look into the area where the flame is absent and observe whether the fan is rotating

Interpreting your results:

Fan is rotating — The transducers are due for replacement
Fan is not rotating - The fan requires replacement

Contact our team to arrange replagement parts and receive expert guidance through the installation process.

Beep Alarm Guide

If your Rad-Flame unit emits a beep alarm or displays a warning in the app, use the table below to identify the cause and solution quickly.

Quick Tips for Smooth Operation

Beep Pattern

App Warning

Cause

Solution

4 short & 1 long

MAX FUEL LEVEL

Water level is too high.

Drain excess water.

4 short

SHAKING / SLANT

Unit is vibrating, inclined, or placed improperly.

Ensure the unit is level and stable on a horizontal surface

1 short & 1 long

FUEL SHORTAGE

Water level is low.

Switch fireplace OFF and add water (or allow auto-fill)

2 short

HIGH TEMP

Unit has reached an unsafe temperature.

Reduce the flame/temperature level immediately

Troubleshooting

Beep Pattern

App Warning

Cause

Solution

4 short & 1 long

MAX FUEL LEVEL

Water level is too high.

Drain excess water.

4 short

SHAKING / SLANT

Unit is vibrating, inclined, or placed improperly.

Ensure the unit is level and stable on a horizontal surface

1 short & 1 long

FUEL SHORTAGE

Water level is low.

Switch fireplace OFF and add water (or allow auto-fill)

2 short

HIGH TEMP

Defective sensor

Stop using the fireplace and contact us

Partial or No Flame

Cause: Transducer wear or fan malfunction

The transducers are most frequently the source of this issue. Like all precision components, they have a finite lifespan of up to 3,000 hours under optimal conditions and require periodic replacement to maintain peak performance.

In rare instances, the fan may be responsible. To pinpoint the cause, follow these simple steps:

Turn the fireplace ON
Gently lift the burner cover

3. Look into the area where the flame is absent and observe whether the fan is rotating

Interpreting your results:

Fan is rotating — The transducers are due for replacement
Fan is not rotating - The fan requires replacement

Contact our team to arrange replagement parts and receive expert guidance through the installation process.

Beep Alarm Guide

If your Rad-Flame unit emits a beep alarm or displays a warning in the app, use the table below to identify the cause and solution quickly.

Stability is Key

Always ensure the fireplace is installed on a perfectly flat, horizontal surface to avoid "Shaking or Slant" alarms.

Water Management

If you receive a "Fuel Shortage" alert while using a water line, check that your 1/4" connection is secure and the water supply is turned on.

MEDIA OPTION

Rocks or logs may be placed around the burner only but

never block the air intake slots, and never use crushed glass.

Stability is Key

Always ensure the fireplace is installed on a perfectly flat, horizontal surface to avoid "Shaking or Slant" alarms.

Water Management

If you receive a "Fuel Shortage" alert while using a water line, check that your 1/4" connection is secure and the water supply is turned on.

MEDIA OPTION

Rocks or logs may be placed around the burner only but

never block the air intake slots, and never use crushed glass.

Safety First

If a "High Temperature" warning persists, turn the unit off and allow it to cool completely before restarting.

Water Management

If you receive a "Fuel Shortage" alert while using a water line, check that your 1/4" connection is secure and the water supply is turned on.

MEDIA OPTION

Rocks or logs may be placed

around the burner only but

never block the air intake slots,

and never use crushed glass.

Still need help?

Our dedicated team provides expert guidance, maintenance advice, and warranty assistance to ensure your experience remains effortless and worry-free.

For the fastest assistance, please email us with a detailed description of your request. Including pictures and videos allows our technical team to identify a solution and provide professional support much more quickly.

Still need help?

Our dedicated team provides expert guidance, maintenance advice, and warranty assistance to ensure your experience remains effortless and worry-free.

For the fastest assistance, please email us with a detailed description of your request. Including pictures and videos allows our technical team to identify a solution and provide professional support much more quickly.

Still need help?

Our dedicated team provides expert guidance, maintenance advice, and warranty assistance to ensure your experience remains effortless and worry-free.

For the fastest assistance, please email us with a detailed description of your request. Including pictures and videos allows our technical team to identify a solution and provide professional support much more quickly.