Quadrafire Castille Insert problems

Hello,

I am new here, and I never had to deal with any kind of fireplace of any hearth products until I bought my 1st house, so please forgive me if I sound like a noob

My question is about quadrafire castille insert. I had it installed by Quadrafire authorized dealer back in April, only a few months ago, and haven't really had to use it yet.
Let me tell you really quickly what happened with it. When it was first installed, the installers turned it on to make sure it works. They noticed that the stove didn't really work when the thermostat was set to "Auto" to run off the temperature setting. They told me that the receiver for the remotely controlled thermostat must be defective and they would order a new one for me. In the mean time, they told me, if you need to run, just set the thermostat to the "On" position and let it run and when I'm done, I would have to turn it off manually. That is what I did a couple times and it worked fine. I didn't need to run it anymore as it was getting warm out. Then a couple weeks later the new remote control and receiver came in. I set it up, turned it to Auto to make sure it turns on when I set the temperature and it did. So I assumed that it was working fine, turned off the stove and forgot about it until last night.
Last night, I decided to turn it on, set the temperature to 70, (current temperature in the room was 65), the stove turned on, ran for about 10 minutes, then shut off. I restarted the stove and it did the same thing. The manual says if something like this happens to hit the "Reset" button. I did that, the fire started again and then shut off after running for 10 minutes.
Do you guys have any idea what could be wrong here? I mean, I spent thousands of dollars on this and it doesn't even work. Quadrafire doesn't have a tech support phone number listed on their site, as the matter of fact, I don't see any phone numbers on their site.

Any suggestions?

The thing is hanging over the firepot, but not sure about the wire inside of it. How do I check that?

All lights come on, like you mentioned first green light, then red, then few minutes later it shuts off. How do I check if the wire is seated properly inside the thermocouple cover? By the way, that cover is not white, it's like dark brown, basically from being burnt, is it supposed to be cleaned?
Sorry if these questions are really dumb.

Well, I was unable to slide the cover off. Do I have to unscrew anything to do that? There seems to be a metal flap that sits on top of the cover to hold it in place. I tried sliding the cover off and it wouldn't budge and I didn't want to pull too hard.
I'm also running a little test, I just shut everything off, removed the control box, plugged it back in, plugged in the power and hit reset, then set the temperature on the thermostat. So far it's been running for about 15 minutes and still going. Not sure if this actually fixes anything or if this is just a coincidence. Another thing I noticed is that the flame barely goes out of the firepot, not high at all, even on the high setting. I don't think that's normal.

deercroft,

I saw the bolt, tried to loosen it and it wouldn't give and again, I didn't want to put too much into it. I'll try again. Also, re-seating the control box didn't help as I had hoped. It ran longer than before, ran for about an hour as opposed to 5-10 minutes, but then did the same thing, pellets stopped being dropped in and it shut off.

Yeah, that's how the feedrate bar is setup, about half way. I will try the thermocouple cover again tonight.

Deercroft, that phone number you listed for Quadrafire, is that technical support/customer service number? And how helpful are they?

The reason why I don't think it's the thermostat issue is because the stove has the red "Call for heat" light on, meaning the thermostat is calling for heat like it's supposed to, it just seems like the stove is ignoring it.

No news really, still waiting for the dealer to schedule a tech to come and look at it. They promised someone will be out at the end of the week. We'll see.

I did not try calling yet. I emailed quadrafire about the problem and they emailed me back saying to contact the dealer, so I did. The dealer actually told me that they would call me today with the exact day and time and they didn't. So I will be calling tomorrow to groan about it.

Well, seems like the problem has been resolved finally. The tech said it was a grounding problem (electrical grounding). He ran an extra wire from 1 place to another inside the stove and it works now. Only issue is switching the stove to off. When you turn it back on it has problems keeping the fire going, and you have to hit reset a few times. So best thing to do is to just turn the thermostat down if you want the stove to be off, then it has no issues.