Help Center

Troubleshooting

11.1 Heater will not turn onFour checks to run before contacting support — controller power, isolation switch, breaker, controller display.
11.2 Heater turns on but does not reach temperatureQuick checks (heat-up time, door seal, vent position, stone air gaps), then deeper causes if it runs 45+ minutes without reaching set temperature.
11.3 Heater shuts off before timer expiresUsually a thermal cutout doing its job. Three checks — error code, sensor obstruction, over-heating — then escalate if it triggers repeatedly.
11.4 Standard control panel display issuesThree failure modes — blank display, unresponsive buttons, error code — and how to triage each.
11.5 WiFi controller will not connectPre-checks (2.4 GHz network, range, password, pairing mode) plus a five-step pairing reset procedure.
11.6 WiFi controller drops connectionLikely causes (router restart, range, channel congestion, ISP outage) and four solutions to try first.
11.7 Door is sticking, loose, or rattlingWhat to check if the door is hard to close, loose on hinges, or rattling — plus when to call for replacement.
11.8 Glass condensationCondensation during heat-up is normal — clears within 5-10 minutes. When it's concerning enough to call.
11.9 Glass damageWhat to do if your tempered glass cracks, chips, or shatters — and how warranty determination works for impact vs. defect.
11.10 LED lights or remote not workingThree failure modes — lights don't turn on, lights flicker or dim, remote stopped working — plus first steps for each.
11.11 Sounds during heat-up and cool-downPopping and creaking are normal. Loud bangs, continuous sounds, or scraping inside the heater are not.
11.12 Smells during operationFaint burn-off in first sessions is normal. Strong chemical, persistent burn, or musty smells warrant a call.
11.13 Wood cracks, splits, or stainsQuick reference for normal vs. concerning wood characteristics. Full coverage in Section 10.10.
11.14 What to send to support when reporting an issueSeven items to include when contacting our team for the fastest resolution. For warranty claims specifically, see Section 13.5.

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