The “flames” in our electric fireplaces are actually projections from a bar with silver-colored flags at the rear of the unit. The fireplace as a whole should be fairly quiet, and if it's making noise, we'll need to isolate where the sound is coming from.
The flame and heat function separately from one another, so first try turning them on independently. If the heater is the cause, please contact customer service for assistance. If the flame is the culprit, try these troubleshooting steps below:
- Unplug and remove the fireplace insert from the mantel or TV stand.
- Check the back panel for dents. The space inside the insert is minimal, and if the back is pushed in at all, it can cause the flags to brush against it, making a noise.
- Remove the back panel from the fireplace insert using a Phillips head screwdriver. This is usually held in place with some small screws located at the center and around the perimeter of the fireplace.
- Verify that the bar on which the flame flags are situated is securely attached at both ends. If one end is disconnected, reinsert the bar into its gripper.
4. Plug the fireplace insert back in and turn on the flame. As the flags rotate, verify that none of the flags are touching either the center partition, which sits between the log or crystals, or the light bar. With just the back panel removed, listen to see if the clicking has stopped.
5. If the tips of the flags are touching either the center partition or the back panel, these can be trimmed using a pair of scissors. It may be easiest to remove the bar from the grips at either end if multiple flags need trimming.
6. Unplug the fireplace insert, reattach the back panel, and reinstall the fireplace insert.
If this does not correct your issue, please reach out to customer service for assistance.