NPS40 Napoleon Outside Air & Flame Height?

i think this depends on the pellets usually, for me i don't have the OAk and have to get a lot of air in there for the athens pellets. i get a huge flame when starting the stove until the whole pot has burnt the pellets off. then the flame doesn't go higher than the pot, if i have the auger on 5+ it'll go higher

I am also using LGs, I don't really get much of a visible flame unless I have the auger set to at least 4. I have noticed that reducing the air often times will give you a bit more of a flame as opposed to a torch.

Also regarding the dealer comment that the flame should not go out of the burn pot, if that is the case then what is the point of having the fake logs if you cannot see the fire through or over them?

Well, I can tell you that over the past week I have been using it on the lower settings, and although the air coming out only seems warm, that setting kept my upstars at 64 degrees and the down stairs at about 68 and outside it was 35-40 degrees or so, so I would try it for an extended time on a lower setting and see how it does. Not that I really know much, this is just based on a week or so of playing around with different settings on it.

You should most definitely get the torch effect with the air on full and the pellet rate sufficient to sustain. You can really crank heat. I suspect your outside air might be the culprit.

I used aircraft engine ducting, straight out to a 90 degree pvc bend pointed down. Seems to work well. The cold air coming in will even condense and freeze moisture on the duct in really cold weather, so you know it is working.

with mine sat on 4, and draft all the way out, no outside air, my flame is at the height of the pellet drop chute. At 4.5, he flame covers the drop chute. At 4, my entire lower level averages 75-80
I have a thermometer I keep in the den off the family room. It records the high and low for the past 24 hrs. Today it reads a high of 82 and a low of 77. My downstairs area is 26 x 40. Does get some hot air when the furnace kicks it. The temp runs about 75 then. Thermostat is upstairs and is set on 72. that area is 28 x 40. I burn about one and a half to nearly two bags daily when the temp is in the teens and lower. My daughter has the insert model. She burns LGs and seldom has her stove higher than 3. Her home has the open concept. Any higher than 3 is too warm for them. They like it a bit cooler at 70-72
My brother has the same model I have. His ceilings are 26 feet. He does close off rooms, This stove keeps his living space at 68. He uses ceiling fans to help move the air about. He is burning Athens and has NO compliant about the stove or the pellets. He put the same model in where he works. Burns Athens there also without issue. We all clean out the burn pot about every 2-3 days and clean off the glass. Do a good vac job at least weekly. I am near the end of my third ton. If you see your pellets popping around in burn pot, you should be getting good heat. If pellets are not moving about, then there may be an issue with draft, or a dirty stove, or an air leak. I do get an "ash biscuit" by day 3 that usually has holes in it and will crumble. I have never had to scrape. I do use a paint brush to brush down the inside of the stove at least weekly. Be sure to get in between the heat pipes in the top of the stove.