Troubleshooting FAQs

Using the remote control, press the power button and the flame up button at the same time. This will be accompanied by beeps (once per second) letting you know the unit is starting. If the unit is not starting as expected, please reach out to your Ortal dealer for troubleshooting.

Press the up arrow (big flame) and down arrow (small flame) at the same time. The time will flash; use the up arrow (big flame) to adjust the hour and the down arrow (small flame) to adjust the minute. Press off to set.

Using the remote, press the off (power) and small flame (down) buttons. This changes the display from Fahrenheit and a 12-hour clock to Celsius and a 24-hour clock.

Press the set button until the display shows the temperature, then press and hold the set button until the temperature display flashes. Use the up arrow (big flame) or down arrow (small flame) to adjust to the desired number. Please note, this does not control flame height.

The flame can be controlled directly with the remote, or by the thermostat built into the remote, with a 100% range from low to high.

No, only Ortal media can be used with our fireplaces. CSA requires that all interior media options allowed in an Ortal fireplace be listed with our CSA certification; they do not provide blanket approval for all fire-rated media options.

Yes, wood framing can be used. The first 18″ above the fireplace glass opening must be metal framing, but the rest can be either metal or wood. See the installation manual and our Framing Details for more information.

The access panel must be on the bottom side of the fireplace where the valve is located, and can face the front, sides or back. If it faces the exterior you must use a waterproof access panel to keep water and humidity out of the fireplace cavity — and check local code to confirm an exterior access panel is allowed. The access panel must be within 36″ and be 10″ × 10″ or larger.

The exterior glass panel has a maximum temperature of 172°F, which meets the current code requirement.

Rule of thumb: a 1:50 ratio (1 sq ft per 50 BTU) for an 8-foot ceiling — roughly 5,000 BTU per 100 sq ft with 8-foot ceilings.

Approximately 180–210°F.

The first 3 feet are approximately 250°F, with temperature decreasing after 3 feet.

All fireplaces in Series 40 to 130 require a minimum of 124 square inches of free air space. All fireplaces in Series 150 to 200 require a minimum of 200 square inches of free air space.