The flame effect is created by a light shining on flags that rotate on a rod at the back of the unit. If this unit is not new, it is possible that hair or other debris has built up near the gear, but this is unlikely on a new unit. Unfortunately, there is not an easy fix that we could recommend that would correct this, though it would be covered under the 1-year manufacturer's warranty.
Troubleshooting a Frozen Flame
