RealFlame 11511LP User manual

!
Warning:
For outdoor use only
DO NOT use for cooking
DO NOT use under any
overhead enclosure
!
Warning:
If the information in this manual is not
followed exactly, a fire or explosion
may result causing property damage,
personal injury or loss of life.
Installation and service must be
performed by a qualified installer,
service agency or gas supplier.
Improper installation, adjustment,
alteration, service or maintenance can
cause injury or property damage.
Read the installation, operation
and maintenance instructions
thoroughly before installing or
servicing this equipment.
Save these instructions for future
reference. If you are assembling
this unit for someone else, give
this manual to him or her to read
and save for future reference.
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!
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Designed and Engineer
US
ed by
Real Flame. Manufactured as
Model # 11511LP ed in the vicinity of
DANGER
!
If you smell gas:
!WARNING
An LP-cylinder not connected for use
should not be stor
this or any other appliance.
PO:
For Technical Support call
1-800-654-1704
Topanga Propane Fire Table Owner’s Manual
Large Round Style # 42100126
2. Exnguish any open flame.
3. If odor connues, keep
away from the appliance and
immediately call your gas supplier
or fire department.
1. Shut off gas to the appliance. Do not store or use gasoline or other
flammable vapors and liquids in the
vicinity of this or any other appliance.

3
5
7
8
9
13
14
15
17
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CARBON MONOXIDE HAZARD
This appliance can produce carbon
monoxide which has no odor.
Using it in an enclosed space can kill you.
Never use this appliance in an enclosed
space such as a camper,tent,car or home.
Important Safety Information
Propane (LP) Gas Dangers and Warnings
Hose and Regulator Assembly and Replacement
Parts List
Assembly Instructions
Lighting
Care and Cleaning
Gas Component Connection Checks
Troubleshooting
Table of Contents
DANGER
2
Product Name
Topanga Large Round
Model No.
11511LP
Rated Heat Output
135,000 btu/hr
Type of Gas
Propane (LP)
Gas Supply
20 lb LP-Gas Cylinder
SPECIFICATIONS

!
Important Safety Information
WARNING FIRE TABLE IS FOR OUTDOOR USE ONLY
3
• WARNING Failure to follow the dangers, warning and cautions in this manual may result in
serious bodily injury or death, or in a fire or an explosion causing damage to property.
• WARNING Improper installation, adjustment, alteration, service or maintenance can cause
injury or property damage. Read the installation,operating and maintenance instructions
thoroughly before installing or servicing this equipment.
• Minimum Clearence from Unit to Combustible Materials
48” (121.9 cm) from all sides and back. Do not locate this firetable under any overhead
enclosure.
IF YOU SMELL GAS
• Shut o gas supply to the fire table.
• Extinguish any open flame.
• Do not try lighting any appliance.
• Do not touch any electrical switch; do not use any phone in your building.
• Immediately call your gas supplier from a neighbor’s phone.
• Follow the gas supplier’s instructions.
• If you cannot reach your gas supplier, call the fire department.
• Children and adults should be alerted to the hazards of high surface temperatures and be
kept at a safe distance while fire table is in use.
• This outdoor fire table is NOT to be operated by children. Young children should be
closely supervised when in the vicinity of this outdoor fire table.
• Do not hang or place clothing or other flammable materials on or near the gas fire table.
• Any guard or protective device removed for servicing the appliance shall be replaced prior
to operating the appliance.
• Installation and repair should be done by a qualified service person. The appliance should
be inspected before use and at least annually by a qualified service person. More frequent
cleaning may be required as necessary. It is imperative that the control compartment,
burners, and circulating air passageways of the appliance are kept clean.
• Keep these instructions for future reference. If you are assembling this unit for someone
else, give this manual to him or her to read and keep for future reference.
• Do not use this unit for cooking.
• Do not pour water into the firetable.
• DO not use this outdoor fire table if any part has been under water. Immediately call a
qualified service technician to inspect the fire table and to replace any part or control
system and any gas control which has been under water.

Important Safety Information (Continued)
4
• This gas fire table must be used ONLY outdoors in a well-ventilated space and shall NOT be
used inside a building, garage, or any other enclosed area.
• DO NOT use this outdoor gas fire table for indoor heating. TOXIC carbon monoxide fumes
can accumulate and cause asphyxiation.
• NEVER LEAVE this gas fire table unattended when in use.
• Do not store or use gasoline or other flammable vapors and liquids within 25 feet (7.62m) of
this or any other appliance.
• Do not store any combustible materials in the base enclosure.
• Never use a flame to check for gas leaks.
• The use of alcohol, prescription or non-prescription drugs may impair an individual’s ability
to properly assemble or safely operate this outdoor fire table.
• DO NOT use in an explosive atmosphere. Keep gas fire table area clear and free from
combustible materials, gasoline and other flammable vapors and liquids.
• This outdoor fire table is not to be installed or used in or on recreation vehicles and/or boats.
• Always use in accordance with all applicable local, state and national codes. Contact your local
fire department for details on outdoor burning.
• Use the same precautions you would with any open fire when using this outdoor fire table.
• DO NOT burn solid fuels such as: wood, charcoal briquettes, lump charcoal, manufactured logs,
driftwood, trash, leaves, paper, cardboard, plywood, painted or stained or pressure treated
wood in this outdoor fire table.
• DO NOT use this outdoor fire table until it is COMPLETELY assembled and all parts are securely
fastened and tightened.
• DO NOT store another LP gas tank within 10 feet (3.05 m) of this outdoor fire table while it is
in operation.
• DO NOT use this outdoor fire table near automobiles, trucks, vans or recreational vehicles.
• DO NOT use this outdoor fire table under any overhead structure or near any unprotected
combustible constructions. Avoid using near or under overhanging trees and shrubs.
• Always use this outdoor fire table on a hard, level non-combustible surface such a concrete,
rock or stone. An asphalt or blacktop surface may not be acceptable for this purpose.
• DO NOT wear flammable or loose clothing when operating this outdoor fire table.
• DO NOT use in windy conditions.
• Keep all electrical cords away from a hot outdoor fire table.
• Certain areas of this outdoor fire table when in use will become too hot to touch. Do not touch
hot surfaces until the unit has cooled unless you are wearing protective gear such as insulated
pot holders or heat resistant gloves or mittens to avoid burns.
• DO NOT attempt to move or store this outdoor fire table until all parts are cool.
• DO NOT lean over this outdoor fire table when lighting or when in use.
• Use only the regulator and hose assembly provided. The replacement regulator and hose
assembly shall be that specified by the manufacturer.
• DO NOT attempt to disconnect the gas regulator from the tank or any gas fitting while the
outdoor fire table is in use.
• Always shut o gas supply at the tank valve and disconnect regulator from the tank when the
fire table is not in use.
• DO NOT sit on the fire table when the unit is in operation.
• DO NOT throw anything onto the fire when the unit is in operation.
• Lava rocks are very hot; please keep children or pets at a safe distance.
• It is essential to keep the outdoor fire table valve compartment, burners, and circulating air
passages clean. Inspect outdoor fire table before each use.

Important Safety Information(Continued)
Propane (LP) Dangers And Warnings
!
5
• Prior to each fire table operation, check the hose for evidence of excessive abrasion or wear.
Use a handheld mirror to see hose sections located under the unit. to If the hose is damaged,
cracked or cut, it must be replaced before using the gas fire table. The hose assembly can only
be replaced with a hose assembly specified by the manufacturer. Please call Real Flame at
1-800-654-1704.
• Before each use, examine the burner and its components. If dirty, clean with a soft brush and
soapy water solution. Also examine the area around the burner. Any dirt or foreign material,
such as spider webs or nests in this area should be removed. If it is evident that the burner is
damaged, the fire table must not be used. The burner assembly must be replaced. Please
contact Real Flame at 1-800-654-1704 for technical support.
• Place the hose out of the pathways where people may trip over it. Do not place the hose in
areas where it may be subjected to accidental damage.
DANGER
This outdoor fire table is for use with liquefied petroleum (LP) gas only. The conversion to
or attempted use of natural gas (NG) in this outdoor fire table is dangerous and could
result in serious personal injury, or property damage.
ATTENTION: Any alteration of the outdoor fire table that is not specifically
directed in the operations manual will void manufacturer warranty.
LP GAS
LP gas is flammable and hazardous if handled improperly. Become aware of the characteristics
before using any LP gas product.
Propane Characteristics
• Flammable, explosive under pressure, heavier than air and settles in pools in low areas.
• In its natural state, propane has no odor. For your safety, an odorant has been added.
• Contact with propane could burn your skin.
• Propane is extremely flammable and hazardous if handled improperly.
LP GAS WARNINGS
• Cylinders must be stored outdoors in a well-ventilated area out of reach of children.
• Disconnected cylinders must have valve dust caps installed and must not be stored in a
building, garage or any other enclosed area.
• Never use a propane cylinder with a damaged body, valve, collar or footing.
• Dented or rusted propane cylinders may be hazardous and should be checked by your
propane gas supplier.
• Be sure to use only one 20 lb (9.1 kg) LP gas cylinder with a Type 1 valve with this appliance as
required by the American National Standards Institute (ANSI) and the Canadian Standards
Steering Committee.
• Only tanks marked “propane” may be used.
• The LP gas supply tank must be constructed and marked in accordance with the Specifications
for LP gas LP gas tanks of the U.S. Department of Transportation (DOT) or the National
Standard of Canada, CAN/CSA-B339, LP gas tanks, Spheres and Tubes for the Transportation
of Dangerous Goods; and Commission.
• LP gas tank must be arranged for vapor withdrawal.
• The LP gas tank must have a listed overfilling prevention device (OPD) and a QCCI or
Type I (CGA810) LP gas tank connection.

Propane (LP) Dangers And Warnings
(Continued)
6
• The LP gas tank must have a tank collar to protect the tank valve.
• LP gas cylinder must contain a shut-o valve as specified in the Standard for Compressed Gas
Cylinder Valve Outlet and Inlet Connection, ANSI/CGA-V-1-1977, CSA B96.
• The LP gas tank should not be dropped or handled roughly.
• Tanks must be stored outdoors out of the reach of children. Do NOT store in a building,
garage, or any other enclosed area.
• Never store your LP gas tank where temperatures can reach over 125°F.
• Do not store the LP gas cylinder in direct sunlight or near a source of heat or combustion.
• Never keep a filled LP gas tank in a hot car or car trunk. Heat will cause the gas pressure to
increase, which may open the relief valve and allow gas to escape.
• Place dust cap on valve outlet whenever the LP gas tank is not in use. Only install the type of
dust cap on the LP gas tank valve outlet that is provided with the LP gas tank valve. Other
types of caps or plugs may result in leakage of propane.
a. Do not store a spare LP gas cylinder under or near this appliance.
b. Never fill the LP gas cylinder beyond 80% full.
c. If the information in (a) and (b) is not followed exactly, a fire causing death or serious
injury may occur.
• LP gas cylinders should be filled only by a certified LP gas dealer.
• The pressure regulator is set for 11 inches of water column (pressure).
• The normal inlet gas pressure for this outdoor fire table is 11 inches of water column pressure.
• Never attempt to attach this appliance to the self-contained LP gas system of a camper trailer,
motor home or house.
• Always use the pressure regulator and hose assembly provided with the appliance to connect
to a LP gas cylinder. Never connect to an unregulated LP gas supply. For technical support
contact Real Flame at 1-800-654-1704.
• Hand turn the manual gas control valve. Never use tools. If the valve will not turn by hand, do
not try to repair it. Call a Certified Gas Technician. The use of force or any self attempted repair
may result in a fire or explosion.
• Children and adults should be alerted to the hazards of high surface temperatures and should
stay away to avoid burns or clothing ignition.
• Young children should be carfully supervised when they are in the area of the appliance.
• Clothing or other flammable material should not be hung from the appliance, or placed on or
near the appliance.
• Any guard or other protective device removed for servicing the appliance shall be replaced
prior to opperating the appliance.
• Installation and repair should be done by a qualified service person. The appliance should be
inspected before use and at least annually by a qualified service person. More frequent
cleaning may be required as necessary. It is imperative that the control compartment, burners,
and circulating air passageways of the appliance are kept clean.
Connecting your gas cylinder
Before connection, be sure that there is no debris caught in the head of the gas cylinder, head
of the regulator valve or in the head of the burner and burner ports. Connect regulator valve
and hand-tighten firmly. Disconnect the propane cylinder from the regulator valve when the fire
table is not in use. DO NOT obstruct the flow of combustion air and ventilation air to the burner.

7
Hose & Regulator Assembly And Replacement
1. This fire table comes equipped with a standard LP gas hose and regulator including the
appliance side connection for a CGA No 791 Cylinder Connection Device. The LP gas hose and
regulator supplied with this fire table must be used. Only a hose and regulator specified by
manufacturer can be used for replacement.
a. The CGA No 791 connection incorporates a magnetic flow limiting device that acts to limit
the flow of gas if a leak is detected between the regulator and the burner valve.
b. If the burner valve is open prior to the LP gas cylinder service valve being opened, the
connection will interpret this free flow of gas to be a leak.
c. The connection safety feature will reduce gas flow from the regulator to the appliance to a
minimal level.
d. Be sure that the burner control valve is closed prior to opening the LP gas cylinder service
valve to ensure that the connection flow limiting device is not triggered mistakenly.
e. If the connection flow limiting device is triggered mistakenly, close the LP gas cylinder
service valve and the burner valve, wait 10 seconds to allow the device to reset, open the
cylinder service valve, then open the burner valve and light the fireplace as per lighting
instructions.
2. Be sure to protect the hose from any hot surfaces. Serious danger may result if the hose
contacts any hot surface.
3. Regular maintenance of the hose and regulator:
a. Inspect the hose before each use of the fire table.
Use a handheld mirror to see hose sections
located under the unit.
If the hose shows signs of cracks, abrasions, cuts or damage of any
kind, do not operate the appliance. Fix or replace the hose as required before using the
appliance. For assistance with repair or replacement of the hose, call Real Flame at
1-800-654-1704. Use only replacement parts from the manufacturer.
b. Inspect the seal inside the CGA No 791 service valve on the LP gas cylinder when replacing
the cylinder or at least once per year. If there is any indication of damage, have the seal
replaced by a certified gas dealer before operating the appliance.
4. Do not use tools to tighten the CGA No 791 connection nut onto the LP gas cylinder service
valve. Hand tighten only.
5. Be careful to not cross the threads on the connection when tightening the CGA No 791
connection on to the LP gas cylinder service valve.
6. “Leak Test” should always be performed after attaching the connection to the LP gas cylinder
service valve. (See “Checking for Leaks” section of this manual on page 12)
7. For the connection of the hose and regulator to the LP tank, refer to the “Connection” section
of the LP gas cylinder section above.

8
Parts List
1
2
3
6
4
5
1Fire Table 1
LP Regulator 115019602 1
Feet 115019602 1 set
Lava Rock 05603408 6boxes
AA Battery N/A 1
2
3
4
5
and Hose
Tank Seat 115010006 1
6
LMST - 115074796G
WSLT - 115074396G

9
1.) Install the AA battery as shown in the diagram below.
Assembly Instructions
2.) Place the LP tank.
a. Place the tank seat on the ground and place a 20lb. propane tank into the tank
seat (6).
b. Tighten down the screw on the side of the tank seat to secure the propane tank.
a b
6
+
-

10
Check to make sure there is no debris
in the head of the LP gas tank or in the
head of the regulator valve. Make sure you
check the burner and burner ports as well.
Connect gas line to tank by turning knob
clockwise. Hand tighten only.
Make sure the valve on the LP gas tank is
OFF.
Disconnect by turning the knob counter
clockwise until it is detached from the valve.
3.) Connecting the LP Gas Tank
Disconnecting the LP Gas Tank
Assembly Instructions
Place the LP tank 56” away from
the fireplace.
Watch your step while moving
between the tank and the fireplace.
The hose creates a tripping hazard.
56”
WARNING
!

11
4.) Place lava rock by hand. DO NOT dump bag out into tray to avoid clogging the burner with
dust. Position the lava rock across the bowl to a level about 1” above the top of the burner.
Make sure that you do not block the igniter box with lava rock to ensure proper ignition.
Assembly Instructions
Lava Rock Warning:
1. Do not light or use this firetable if lava rocks are wet. Ensure lava rocks are completely dry
before lighting. Intense heat can cause wet lava rocks to explode and they could hit
someone causing injury.
2. Please keep away from the firetable for at least 20 minutes during initial start-up as lava
rocks could retain some moisture from manufacturing and shipping.
4
Igniter box

12
Pre-Use Instructions
Prior to each gas fire table operation, check the hose and valve for evidence of excessive
abrasion or wear. Use a handheld mirror to see hose sections located under the unit.
CHECKING FOR LEAKS
Ma
Make a leak check solution by mixing 1 part dishwashing
soap with 3 parts water in a spray bottle.
ke sure control knob is “OFF.” Then, turn LP gas tank
to “ON” at valve.
Spray leak solution on valve connections paying particular
attention to the areas indicated by arrows.
If any bubbles appear turn LP gas tank OFF, reconnect and
re-test. If you continue to see bubbles after
several attempts, disconnect LP gas source and
contact Real Flame at 1-800-654-1704 for assistance.
If no bubbles appear after one minute turn tank OFF, wipe
away solution and proceed.
Check for leaks at these locations
Use a handheld mirror to see
valve located under the unit.
WARNING Before using this outdoor fire table, make sure you have read, understand and
are following all information provided in the important Safety Information section of this
manual. Failure to follow those instructions can cause death, serious injury or property damage.
!

13
Lighting Instructions
HI
OFF
LIGHT
LOW
Control Knob
PUSH
IN
1. Read and understand all operating instructions before lighting.
2. Burner control knob must be in the “OFF” position.
3. Connect propane (LP) cylinder (see above pages).
4. Slowly open valve on LP gas cylinder.
5. Push and hold igniter button to create sparks.
6. While holding the igniter button with one hand, use
your other hand to push and turn the control knob
to the “LIGHT” position to light the burner.
7. Keep Burner Control Knob pressed in for 15-30 seconds after ignition.
8. If ignition does not occur in 30 seconds, turn control knob
repeat lighting procedure.
Using a
Please refer to the trouble shooting pages for
additional support, beginning on page 17.
Using the ignitor
Long Match or Lighter
WARNING
When using this method to light
your fire table use heat resistant
gloves and follow the step by step
instructions. Failure to do so could
result in severe injury.
9.
10. Adjust the flame to the desired height with the
control knob.
WARNING
If burner flame goes out during operation,
immediately turn the control knob “OFF” and let the
gas clear a minimum of 5 minutes before attempting
to re-light the fireplace.
After lighting, rotate the Burner Control Knob counter clockwise to “Low” setting.
Observe flame, make sure all burner ports are lit. Flame height should be no higher than
13 inches tall.
!
!
2.
1. Prior to lighting, use a shovel to move the lava
rocks for access to the burner
5. After lighting, use a shovel and heat resistant
gloves to carefully move the lava rocks back into
their proper position and replace the glass panel.
Wearing heat resistant gloves, position
lighter near the side of the burner. DO NOT
lean over the firetable while lighting!
the burning long match or burning butane
3. Turn control knob counterclockwise to “LIGHT”.
4. Remove long match/long butane lighter.
6.
7. Adjust the flame to the desired height with the
control knob.
After lighting, rotate the Burner Control Knob
counter clockwise to “Low” setting.
Observe flame, make sure all burner ports are lit.
Flame height should be no higher than
13 inches tall.

14
Care and Cleaning
Inspecting
WARNING
DO NOT USE SOLVENTS while in closed spaces or while smoking.
!
!
!
!
product life.
1. Make sure all parts are securly fastned in place. If a part moves when touched, check its connection points to
see if they are lose.
WARNING DO NOT tamper with this appliance. This is DANGEROUS and will void the warranty. Any part found
Real Flame at: 1-800-654-1704.
2. Check all gas connections for leaks.
3. Check ignition system to insure proper sparking.
4. Check components for any signs of damage, rust or excessive wear.
5. If damage to any component is detected, DO NOT operate until the proper repairs have been made.
ARNING
cool to the touch.
General Care and Cleaning
W
DO NOT use oven cleaner or abrasive cleaners as they will damage this product.
1. Wipe exterior surfaces with a mild dishwashing soap, then rinse clean with water.
Storage:
WARNING
1. Turn gas OFF at tank connection. Remove tank and store in a cool, dry location outdoors, away from children.
4. Store in a cool, dry location away from children and pets.
Table

15
Gas Component Connection Checks
If the burner will not light or stay lit, please perform the following checks.
1. Make sure the electrode wire is completely and correctly connected.
2. Make sure that the igniter box is unobstructed.
Clear any debris on top of the igniter box and make sure there is no debris
between the igniter pin, thermocouple and the burner tube.
Igniter Box
Burner
Tube
Do not block
opening
CORRECT INCORRECT

16
Gas Component Connection Checks
3. Make sure that the igniter pin and thermocouple are correctly positioned.
- The igniter pin should be pointed straight to the thermocouple.
- The thermocouple should be positioned 5mm away from the pilot light.
4. Make sure that the thermocouple wire is correctly positioned. The thermocouple
wire should be in line with the valve.
Igniter Box
Thermocouple Wire
Thermocouple
Wire
Wire should
be in line
with valve
Valve
Valve
5mm
Thermocouple
Igniter Pin
Pilot Light

17
Possible Cause 1: No Gas Flow.
-Check if the LP gas tank is empty. If empty, replace and refill. If the propane
tank is not empty, refer to “Problem: Sudden drop in gas flow” on the
following page.
Possible Cause 2: Coupling nut and regulator not fully connected.
-Turn the coupling nut about one half to three fourths a turn, until you
feel a solid stop. Do not use tools, tighten by hand only.
Possible Cause 3: Obstruction of gas flow.
- Check for bent or kinked hose.
Possible Cause 4: Spider webs or insect nest in the Venturi.
- Clean the Venturi using compressed air.
Possible Cause 5: Burner ports clogged or blocked.
-Reference “Problem: Irregular flame pattern” on the
following page. Clean the burner ports as described
there.
Possible Cause 1: Electrode and burners are wet.
-Wipe dry with cloth.
Possible Cause 2: Igniter battery is dead or backwards.
-Check that the AAA battery is inserted correctly in the igniter (see page 10) or replace the
battery.
Possible Cause 3: Igniter Pin cracked or broken - sparks at crack.
-Call Real Flame at 1-800-654-1704 for technical support.
Possible Cause 4: Wire loose or disconnected.
-Reference page 16, step 1, reconnect wire. Call Real Flame at 1-800-654-1704.
Possible Cause 5: Wire is shorting (sparking) between igniter and electrode.
-Call Real Flame at 1-800-654-1704 for support.
Possible Cause 6: Igniter Pin not pointing at thermocouple.
-Reference page 16, turn electrode to point at
the thermocouple.
Possible Cause 7: Bad Igniter.
-Call Real Flame at 1-800-654-1704 for
support.
Troubleshooting
Problem: Burner will not light using igniter
For Technical Support Contact Real Flame at: 1-800-654-1704
Problem: The Fire Table emits a lot of black smoke when in use
Problem: Burner will not light with match
Possible Cause 1: Hose from gas fireplace is pinched.
-Make sure the hose is not pinched between the
fire table and the source of the gas.
Possible Cause 2: Flame is being obstructed at burner ports.
-Make sure that the gas ports on the burner are free
of any lava rocks so that the flame can flow naturally.

18
Possible Cause: Burner ports are clogged or blocked.
-Clean burner ports. Do this by inserting a
paperclip into each of the burner ports to
ensure they are not clogged. WARNING: Make
sure burner is not on and the gas supply has
been properly disconnected. Allow 15 minutes
for unit to cool before touching it.
If these troubleshooting steps are unable to resolve the problem,
please call Real Flame at: 1-800-654-1704
Possible Cause 1: High or gusting winds.
-Increase flame to “HIGH” setting.
Possible Cause 2: Low on LP gas.
-Replace or refill LP gas tank.
Possible Cause 3: Excess flow valve tripped.
-Refer to “Problem: Sudden drop in gas flow”
Possible Cause 1: Ice has built up on the outside of the LP gas tank because the
vaporization process is too low.
-Turn the control knob and the LP gas tank to “OFF”. Replace with a spare LP
gas tank and resume burning. Store the spare LP gas tank in a well ventilated
area, away from children.
Possible Cause 1: Out of gas.
- Refill or exchange your LP tank.
Possible Cause 2: Excess flow safety device may have been activated.
-Your device is equipped with and automatic safety shuto to prevent gas from flowing
if the flame goes out. In order for the unit to work flames must be contacting the
thermocouple located in the igniter housing. Visually inspect the thermocouple and
igniter housing to make sure there are no obstructions, such as lava rock, and that
flames are contacting the thermocouple.
Problem: Sudden drop in gas flow, or a reduced flame height
Problem: Irregular flame pattern, flame doesnot run the full length of the burner
Problem: Flame blow out
Problem: Flame seems to lose heat when burning in cold weather -
temperature below 50°F
Troubleshooting

Warranty & Return Policies
Real Flame®
7800 Northwestern Ave.
Racine, WI 53406
Customer Service: 1-800-654-1704 in USA
Service à la clientèle: 1-800-363-6443 in Canada
custserv@realflame.com
Warranty
Real Flame® Company warrants Real Flame gas fireplaces and accessories to be free from defects
in parts under normal use and service for a period of 2 years from the date of purchase and
defective from finish issues for a period of 5 years from the date of purchase. In the event of such
defects Real Flame will, at its option, replace the defective product or refund the purchase price.
The foregoing is the exclusive remedy and Real Flame disclaims all other warranties, including any
implied warranty of merchantability or fitness for a particular purpose. In addition, Real Flame will
not be responsible for consequential damages in excess of the purchase price of the product on
which such liability is based.
Return Policy
You may return your purchase within 90 days of receipt. No refunds will be issued for incomplete
or unauthorized returns. All returned products must be 100% complete, adequately packaged in
original packaging and in resalable condition. Products that have been assembled or modified will
not be eligible for return. All items must be returned in their entirety, meaning all items included
must be returned together. No returns or exchanges on discontinued items. Please begin the return
process by contacting the store or company where you bought your Real Flame item.
Replacement Parts
In the event that an item has been lost or damaged, either by the manufacturer or in shipping, you
may request a replacement. Replacement parts are not available for all units and only given at Real
Flame’s discretion. We will assess any damage and find a solution, which could include shipping
you a replacement. No replacements are available for discontinued items or repackaged (open
box) products. Please call Real Flame Customer Service at 800-654-1704 for replacement parts
before returning the damaged item. Please have the following information (which can be found in
your instruction manual) ready before you call Customer Service.
• Model Number of Item
• 4-8 digit Part Number
• Lot Code Number
• Shipping Address
• A picture of the damaged item may be requested. Pictures should be
sent to custserv@realflame.com
Incorrect Order Received
If you received something other than what you ordered, please contact Real Flame Customer
Service at 800-654-1704 within 48 hours of receiving the item.
Please refer to www.Realflame.com for our complete return guidelines and policies.