Troubleshoot

If your remote control is not working properly check first and see if the batteries in the remote control are dead or installed correctly. If the batteries are fine then the issue could be of a defective remote control, in such a case call our service agents to order a new remote control for your fireplace. If the problem persists, a service agent will be required to access the issue.

If the fireplace is not working with the touch control panel, then power outlet should be checked to see if the power cord is receiving power. In such a case an electrician will be required to inspect the power socket. If that’s not the issue, then a service agent will inspect the individual components to make sure they’re working fine.

If your heater is not turning on always check that the sequence of operations to switch the heater on is followed. The heater can sometimes be disabled and enabled by pressing and holding 'Heat' and 'Temperature Decrease' button for 3-5 seconds.

The heater fan will run for 10-30 seconds to cool the unit when the heating has been switched off. This is part of normal operations of the unit. 

The Optimyst water tanks are running on empty and needs to be filled up.

Unpleasant smell is produced when the water tank is filled up with dirty or stale water. Remove the tank, clean it and fill it with filtered water.

The flame effect is too low or too much because the setting are either put on high or low. Readjust the settings as per your preference. 

When you switch your Opti V on and there's no picture, first ascertain if the backlight is coming on and the screen switches on. In such a case the SD card in an Opti V needs to be replaced. Contact our service team and they should be able to send you a new one.