Electronic Ignition Pilot Light, Maintenance & Troubleshooting

[@ikarusxv]

Helpful for those like me without the owner's manual

[@gustavoaflores8775]

Not the whole burner turn on just half and them i hear and explosion and it gets on, what’s the problem and how can I fix it? Thank you.

[@miebaka4118]

We have followed these steps and it's still not working. Search every where on the internet in clouding your website to find the owners manual for a w385-0003 can't find one, help please.

[@NapoleonProducts]

Hi, Thank you for your inquiry. We are sorry to hear of the concern you have been experiencing. Please feel free to contact our Hearth Department by email and one of our Hearth Experts will be happy to assist you further and provide you a PDF of your manual. Please send your email to [e-mail]. Let us know if you have any additional questions. :)

[@scubatom8232]

I just installed the EX42. I am not getting any communication from the control module. It will not beep when I push the program button. I have electricity. The air is out of the gas line.

[@NapoleonProducts]

Thank you for reaching out! We are sorry to hear you are experiencing concerns. Please reach out to our hearth support team via email for additional support, [e-mail].

[@kuchta57]

Where can I purchase a new remote?

[@NapoleonProducts]

Hi, Thank you for your inquiry. A new remote can be purchased through your Napoleon Hearth Dealer. Here is our dealer locator, which will provide you all the Napoleon Hearth Dealers in your area: Canada: www.napoleon.com/en/ca/fireplaces/dealer-locator US: www.napoleon.com/en/us/fireplaces/dealer-locator Let us know if you have any additional questions.

[@turbonium999]

What were those little things that he placed in the fireplace when he was putting things back?

[@NapoleonProducts]

Thank you for your inquiry. The items being placed in the fireplace at 3:27mins are glowing embers. Let us know if you have any additional questions. :)

[@aromanmcse]

Looks like some of your mom's armpit hair...just saying! 😎

[@mjspinosa]

what if the pilot won't come on? how do I test the electronic box

[@NapoleonProducts]

Thank you for reaching out! Please contact a licensed technician regarding this concern. Due to safety, we want to ensure you receive the correct help. You may also contact your dealer or an authorized Napoleon dealer for assistance. Please use the link below to use our dealer locator to find someone in your region. www.napoleon.com/en/ca/fireplaces/dealer-locator

[@mjspinosa]

@@NapoleonProducts thanks, I ended up fixing it myself. the gas valve was bad. I found a great online troubleshooting resource. labor shortage makes it hard to get help these days.

[@jameshobbs9084]

@@mjspinosa what was that source please,

[@mjspinosa]

@@jameshobbs9084 Hi, It took me a bit to find it but here is the link: www.kozyheat.com/wp-content/uploads/2016/01/SIT_Proflame_1_Troubleshooting_Guide.pdf

[@samsquires2877]

Heat N Glo makes a better fireplace. Yours burn dirty.

[@NapoleonProducts]

Thank you for your feedback, we do appreciate all comments and reviews. If you are having difficulties with your unit, we highly recommend that you reach out to your dealer/ installer to review its application. They can call our support team for live troubleshooting if they need assistance while on-site. Thanks!