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FAQ

What control valve do you have?
Manual Valve, Standing Pilot (SPK-26)
To light your SPK-26 pilot:
  1. Locate the valve knob on the right, and ensure the knob is in the "OFF" position.
  2. Turn the knob counter-clockwise to "PILOT".
  3. Once it is on "PILOT", push the knob fully in firmly.
  4. While holding it in, use a long fireplace match or a lighter and light the thermocouple.
  5. Keep the knob held down for 30-60 seconds after the pilot is lit, and then release the knob.
Basic On/Off Remote (APK-11)
To light your APK-11 pilot:
  1. Locate the valve knob on the right, and ensure the knob is turned to the "OFF" position.
  2. Turn the knob to "PILOT".
  3. Once it is on "PILOT", push the knob fully in firmly.
  4. While holding it in, use a long fireplace match or a lighter at the pilot burner.
  5. Keep the knob held down for approximately 60 seconds after the pilot is lit, and then release the knob.
Basic On/Off Remote, Variable Flame (APK-15)
To light your APK-15 pilot:
  1. Locate the ignitor control knob (the bottom knob), and ensure the knob is turned to the "OFF" position.
  2. Push in and turn the ignitor control knob quickly past the ignite position until you hear a click.
  3. If you don't hear a "click" noise, turn the ignitor control knob back to "OFF" and repeat step 2.
  4. If you do hear a "click" noise, keep the control knob held in for 30-60 seconds after the pilot is lit, and then release the knob.
Low Profile Basic On/Off Remote, Variable Flame (APK-17)
To light your APK-17 pilot:
  1. Locate the valve on the side of the unit, and ensure the control knob is turned to "OFF".
  2. Turn the control knob counterclockwise to "PILOT".
  3. Push the control knob firmly and fully in and hold.
  4. Hold a long lit fireplace match or a lighter near the thermocouple to light the pilot.
  5. Continue to hold the control knob in for approximately 60 seconds after the pilot is lit, and then release the knob.

Remote is not working for pilot - Troubleshooting
Replace batteries in the receiver in fireplace.

Ensure that the batteries in the receiver inside the fireplace are fresh. Over time, batteries can lose their charge, which can prevent the remote from functioning properly. Replace the batteries with new ones to see if this resolves the issue.

Valve is not in on position (Applies to APK-11, APK-15, 01V).

Check to make sure that the valve is in the "on" position. If the valve is not turned on, the remote control will not be able to operate the fireplace.

Remote transmitter or receiver may be defective.

If the remote transmitter or the receiver is defective, the remote will not work. You may need to purchase a new remote or receiver.

Remote and receiver may not be synced.

Sometimes the remote and the receiver can lose their synchronization. Your owner's manual should have the instructions on how to do this. This process usually involves:

  1. Switching the receiver to the "REMOTE" position.
  2. Gently pressing and releasting the "LEARN" button with a paperclip (like ejecting a SIM card).
  3. You should hear an audible "beep".
  4. When you hear the "beep", press the transmitter "ON" button and release.
  5. You should hear several beeps if it successfuly resynchronizes.

Check for obstructions.

Ensure that there are no obstructions blocking the signal between the remote and the receiver. Objects such as furniture or decorations can interfere with the signal and prevent the remote from working properly.

Reset the receiver.

Try resetting the receiver by turning it off and then on again. This can sometimes resolve issues with the remote not functioning.

Can't light your pilot - Troubleshooting
Ensure that your gas supply is on

Verify that the gas supply to your fireplace is turned on. If the gas supply is off, the pilot light will not ignite.

Replace the batteries

Check the batteries in your remote control and receiver. If the batteries are low or dead, replace them with fresh ones to ensure proper operation.

Your thermocouple/pilot assembly/valve may be defective

If the gas supply is on and the batteries are fresh but the pilot still won't light, the issue might be with the thermocouple, pilot assembly, or valve. These components can become faulty over time and may need to be inspected or replaced by a professional.

If none of these help, fill out our free parts assessment and we'll help you determine what parts you might need to replace.

Excessive sooting - Troubleshooting

While some sooting is normal, it shouldn't be excessive. If you notice excessive sooting, make sure that you follow these guidelines:

Vented gas log set

If you have a vented gas log set, we recommend you setting up your logs in accordance to your log placement guide. This is the best position for your logs to be in to minimize sooting, while still looking great!

Vent-Free gas log set

If you have a vent-free gas log set, you must set up your logs in accordance to your log placement guide. The flame from your burner touching the logs too much will produce heavy sooting and deadly amounts of carbon monoxide since there is no ventilation system.

Incorrect installation of burner

Incorrect installation of burner (ex: gas pressure too high or too low). Contact your gas installer or a licensed gas plumber to take a look at this for you.

Incorrect placement of burner media

Incorrect placement of burner media (ex: sand, vermiculite, or glowing embers). Follow the sand/vermiculite/glowing embers placement guide in your owner's manual.

Log set may be too large

Your log set may be too large for your fireplace. Before purchasing, we highly recommend you to use our fireplace sizing guide in order to get the correct size for your fireplace.

Fireplace does not stay lit - Troubleshooting
Your log set may be overheating

Some things that may be causing it to overheat are:

  • Your log set is too large for your fireplace (you should have 6 inches of room on both sides).
  • Your damper may not be fully open.
  • Your log set was incorrectly installed.
  • Your remote receiver is too close to the fire.
Insufficient air flow

There must be a passageway for air to get into the fireplace so it does not get smothered. If there are doors present, they must be open during operation.

Defective thermocouple

Your thermocouple might be defective. Fill out our free parts assessment so we can help you figure out which one you need.

Fireplace is beeping - Troubleshooting
Low batteries

Replace the batteries in your remote transmitter and your remote receiver.

Remote receiver is overheating

Move your remote receiver further away from the flame, or out of the firebox entirely if possible.

Fireplace flame is low - Troubleshooting
Low gas pressure

Have your gas installer or a certified gas technician come out and verify the gas pressure in the water column.

Plugged orifice

The orifice where your gas comes from might be plugged. Clean it with compressed air.

Defective valve

Your valve may be defective. Fill out our free parts assessment so we can help you figure out which one you need.

Odor coming from fireplace - Troubleshooting
Logs are improperly placed

Your logs might be improperly placed. Refer to your log placement guide on how to set them up.

Vent-Free "Burn-in"

If you have a vent-free fireplace, your logs must be "burned in". This is normal, and should go away after 60-90 minutes of use.

Dust accumulation

After a period of non-use, you may experience an odor when turning on your gas log set. Just like a heater, this is just dust burning. This is normal, and should go away after all of the dust has been burned off.

Yes! R.H. Peterson, the manufacturer of Real Fyre, states that all installation, warranty and service must be performed by a qualified professional service technician, service agency or the gas supplier. All other types of installs will void the warranty.

Calculating the size of the log set that can fit in your fireplace can be tricky, which is why we do it for you! We highly recommend you to click here to go to our fireplace sizing calculator instead of trying to calculate it yourself.

If you want to do it on your own, here's what you'll need:

  • Measurement of the front opening of your fireplace
  • Measurement of the back wall of your fireplace

Add these two numbers together, and divide it by 2. (ex: 36 + 26 = 62; 62/2 = 31). This will give you your center point. Subtract 6 from your center point and that will be your ideal log set size (ex: 31 - 6 = 25). If your center point isn't an exact set size, round down to a lower size (ex: 25 would round down into a 24-inch set). If you are using a G45 burner, subtract 8 instead of 6. 

You may also need to take into account the depth and the height of your fireplace.

Warranty Information
Lifetime warranty

All Real Fyre ceramic refractory gas logs (vented and vent-free) are warranted for as long as you own them.

Ten year warranty

All Real Fyre burners (vented and vent-free) are warranted for ten (10) years.

Five year warranty

All Real Fyre glass, gems, and fiber-ceramic blend logs are warranted for five (5) years.

Three year warranty

SPK-26 controls are covered for three (3) years "All Parts" warranty.

Two year warranty

APK-17 valves are covered for two (2) years.

One year warranty

All other Peterson valves, pilots and controls are covered by a one (1) year limited warranty (excluding batteries).

If you purchased your Real Fyre products through us, please contact us to submit a warranty claim.

Unfortunately not. Real Fyre logs are made to perfectly sit on top of Real Fyre burners, with grooves in them to keep them from moving.