Troubleshooting Guide

Many problems can be prevented and solved with regular cleaning and service. Poor burn quality typically originates from inadequate maintenance. It’s imperative to remove ash buildup/clinkers from your stove system to maintain proper airflow and component function. With any problem, the first step should be a thorough stove cleaning.

The diversity in stove systems makes it impossible to cover all causes or solutions here. Our table is intended as a guideline to identify and troubleshoot common problems. Always refer your stove’s manual for specific instructions. Contact a certified stove technician for professional service.

Symptom(s) Common Culprits Suggested Troubleshooting
  • Elevated ash
  • Window abnormally sooted
  • Lazy, yellow flame
  • Smoke / fly ash spillage into home
  • Charred, partially burned pellets
  • Insufficient combustion air:
    • Ash / clinker obstruction
    • Air-to-fuel ratio
    • Airflow leak
  • Thoroughly clean stove & venting system to clear any possible airflow restrictions
  • Increase air rate and/or decrease feed rate
  • Check all seals, joints, & gaskets for leaks
  • Pellets build up in burn pot
  • Automatic ignition failure
  • Window abnormally sooted
  • Lazy, yellow flame
  • Insufficient combustion air:
    • Ash / clinker obstruction
    • Air-to-fuel ratio
    • Airflow leak

  • Damp pellets
  • Check for signs of moisture absorption: swelling, breakdown to sawdust, and/or fused clumps of pellets
  • Thoroughly clean stove & venting system to clear any possible airflow restrictions
  • Increase air rate and/or decrease feed rate
  • Check all seals, joints, & gaskets for leaks
  • Low heat output
  • Insufficient combustion air:
    • Ash / clinker obstruction
    • Air-to-fuel ratio
    • Airflow leak

  • Ash buildup restricting heat transfer
  • Insufficient fuel feed
  • Thoroughly clean stove & venting system to clear any possible airflow restrictions and ash buildup
  • Increase feed rate and/or air rate
  • Check all seals, joints, & gaskets for leaks
  • Excessive clinkers
  • Air-to-fuel ratio
  • Airflow leak
  • Increase air rate / decrease feed rate
  • Check all seals, joints, & gaskets for leaks
  • Stove stops feeding pellets
  • Fuel delivery system obstruction:
    • Fines buildup
    • Foreign object
    • Long pellets
  • Remove fuel from hopper
  • Thoroughly vacuum to remove all fines
  • Inspect for obstructions and remove if necessary
  • Contact Customer Service if pellets exceed 1.5” in length
  • Fire goes out
  • Fuel delivery system obstruction:
    • Fines buildup
    • Foreign object
    • Long pellets

  • Obstruction tripped pressure switch:
    • Combustion air inlet blockage
    • Venting system blockage

  • Insufficient fuel feed
  • Check to see if pellets are still feeding. If not, follow troubleshooting for above row
  • Thoroughly clean stove & venting system to clear any possible blockages
  • Increase feed rate / decrease air rate
  • Pellets burn too quickly
  • Excessive natural draft
    • Vent restrictor not adjusted properly
  • Reduce opening of vent restrictor