• Active since 1995, Hearth.com is THE place on the internet for free information and advice about wood stoves, pellet stoves and other energy saving equipment.

    We strive to provide opinions, articles, discussions and history related to Hearth Products and in a more general sense, energy issues.

    We promote the EFFICIENT, RESPONSIBLE, CLEAN and SAFE use of all fuels, whether renewable or fossil.


New Member
Jan 3, 2018
flame goes out when switching from ignite to heating.. stove is cleaned and all wires connected.. trying to get hold of the company.. customer service is terrible
Actually they are known for great customer service. Probably just very busy do to the extreme cold.

+1 - while I may not actually like what they say (like when they say these units are built in China and they are having QC problems with them now...) I have to admit they are prompt and quite willing to discuss... probably IS due to being busy. I suspect there aren't too many folks in their tech service department.
If this had been posted in the correct forum maybe it would have been seen and folks on here may be able to help.
I had the same problem, the vacuum switch was set too low. Make sure the symbol is on when it switches to heating mode. If it is not, there is a dial adjuster on the switch.