Use this page to understand the next safe step and prepare information for Technical Support. It is not a gas or electrical repair guide.<\/p>\n\n\n\n
For damage or missing items in a new delivery, use the receiving instructions on Orders and Delivery and contact Claims. Open and inspect every crate within five days of accepting delivery. Technical Support handles operating problems and technical diagnosis.<\/p>\n\n\n\n
Stop using the fire pit if there is a safety concern<\/strong><\/p>\n\n\n\n Do not try to light it again if you smell gas, see fire outside the normal burner area, experience an electric shock, hear a forceful delayed-ignition bang or find submerged controls. Move people away and contact the appropriate local emergency or qualified service provider from a safe place. Do not recreate an unsafe condition for a video.<\/p>\n\n\n\n Send the official order or invoice reference where available, product model, fuel type, ignition type and a serial or rating-label photograph. Describe what happens and when it began. Include safe photographs and any findings from a qualified installer.<\/span><\/p>\n <\/div>\n <\/div>\n No. Existing footage may be reviewed, but do not recreate gas smell, delayed ignition, flooding, damage, unusual heat or another unsafe condition for a video.<\/span><\/p>\n <\/div>\n <\/div>\n Technical Support can identify the product, review the reported problem, provide approved instructions, request qualified test results and recommend the next technical action or approved part.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n\n\n Check the normal user controls and approved power source as described in your manual. Do not open the control box or bypass a safety device. If power is available and nothing happens, arrange qualified review.<\/span><\/p>\n <\/div>\n <\/div>\n Possible causes include no gas, air in the line, insufficient supply, an obstructed pilot area or a control fault. A qualified person must check the gas supply and applicable ignition components.<\/span><\/p>\n <\/div>\n <\/div>\n Stop repeated attempts. The issue may involve gas flow, flame detection, media placement or a control component. Send clear cold photographs and qualified test results to Technical Support.<\/span><\/p>\n <\/div>\n <\/div>\n Possible causes include wind, ventilation, gas supply, flame-sensing or control problems. Stop using the appliance until the cause is identified. Record the sequence and timing for Technical Support; do not keep reproducing the fault.<\/span><\/p>\n <\/div>\n <\/div>\n No. Repeated attempts can hide the sequence and may be unsafe. Stop after the normal approved operating steps fail and contact Technical Support.<\/span><\/p>\n <\/div>\n <\/div>\n Use only the reset or power-cycle instructions in the manual for the exact installed control. Historical systems can behave differently. Do not use a reset procedure from another model or old email.<\/span><\/p>\n <\/div>\n <\/div>\n The safety system may not be proving the pilot flame. Keep the fire pit out of service and arrange qualified diagnosis of the pilot, thermocouple or applicable control.<\/span><\/p>\n <\/div>\n <\/div>\n Check only the normal user steps for the approved remote, including power and pairing instructions where applicable. Do not rewire the system. If the base control works, record that fact for Technical Support.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n\n\n The qualified installer should confirm the correct fuel, cylinder or supply capacity, gas pressure and flow, regulator arrangement, pipe sizing and burner-media placement.<\/span><\/p>\n <\/div>\n <\/div>\n Stop using the appliance and arrange qualified review. The wrong fuel, pressure, regulator or burner configuration may be involved.<\/span><\/p>\n <\/div>\n <\/div>\n Stop using the fire pit and let it cool fully. Ask the installer to compare the burner media and topping placement with the manual. If the problem continues, have the installer contact Paloform Technical Support.<\/span><\/p>\n <\/div>\n <\/div>\n Do not operate it. Natural-gas and propane configurations are different. Contact Paloform with the order and rating-label information.<\/span><\/p>\n <\/div>\n <\/div>\n Some conversions may be possible with manufacturer-approved parts and instructions. Contact Paloform before making any change. A qualified technician must carry out and test approved work. Paloform will confirm the approved solution and any charge in writing. For a change to an order before delivery, see the modification schedule in Orders and Delivery.<\/span><\/p>\n <\/div>\n <\/div>\n No. Keep the pilot, ignition and flame-sensing area clear exactly as shown in the manual.<\/span><\/p>\n <\/div>\n <\/div>\n Soot can indicate incorrect media, poor combustion, fuel or pressure issues, blockage or unsuitable operation. Stop using the appliance and arrange qualified review.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n\n\n Do not operate the appliance. Dry appearance does not prove safety. A qualified service technician must inspect submerged or possibly submerged controls before restart.<\/span><\/p>\n <\/div>\n <\/div>\n Yes. Strong or changing wind can disturb ignition or flame sensing. Site design, clearances and an approved glass screen may help. Do not build an unapproved wind enclosure around the appliance.<\/span><\/p>\n <\/div>\n <\/div>\n Use the approved cover during long non-use and severe weather. Remove covers and table tops before lighting. Do not cover a hot or wet unit.<\/span><\/p>\n <\/div>\n <\/div>\n Blocked drainage can leave water around the burner or controls and can cause corrosion, ignition problems or damage. Keep all drainage paths clear.<\/span><\/p>\n <\/div>\n <\/div>\n Yes. Regular inspection helps keep the burner, pilot, ventilation, and gas system operating safely. Follow the maintenance schedule in the manual and arrange servicing by a qualified professional.<\/span><\/p>\n <\/div>\n <\/div>\n Yes. Paloform begins the weathering process before shipping, but Corten continues to develop its natural patina after delivery. Rust-coloured runoff can stain concrete, stone, wood and other surfaces. Pre-weathering does not mean the material is fully stabilized or that further runoff will not occur.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n\n\n Need more help?<\/strong><\/p>\n\n\n\n Contact Paloform Technical Support with the details above. Do not reproduce an unsafe fault to provide a video.<\/p>\n\n\n\n Explore More FAQs<\/strong><\/p>\n\n\n\n All FAQs<\/a> | Buying & Trade<\/a> | Orders & Delivery<\/a> | Installation Planning<\/a> | Warranty & Parts<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" Use this page to understand the next safe step and prepare information for Technical Support. It is not a gas or electrical repair guide. For damage or missing items in a new delivery, use the receiving instructions on Orders and Delivery and contact Claims. Open and inspect every crate within five days of accepting delivery. […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":12074,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-twopart.php","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-12098","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/pages\/12098","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/comments?post=12098"}],"version-history":[{"count":1,"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/pages\/12098\/revisions"}],"predecessor-version":[{"id":12131,"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/pages\/12098\/revisions\/12131"}],"up":[{"embeddable":true,"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/pages\/12074"}],"wp:attachment":[{"href":"https:\/\/paloform.com\/ca\/wp-json\/wp\/v2\/media?parent=12098"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Getting help safely<\/h2>\n
What information should I send to Technical Support?<\/h3>\n
Will Technical Support ask me to reproduce a dangerous problem on video?<\/h3>\n
How can Technical Support help?<\/h3>\n
Ignition and controls<\/h2>\n
Nothing happens when I turn the fire pit on. What should I check?<\/h3>\n
The unit clicks or sparks but the pilot does not light. What can cause this?<\/h3>\n
The pilot lights but the main burner does not. What should I do?<\/h3>\n
The fire pit lights and then shuts off or keeps relighting. Why?<\/h3>\n
Can I keep turning the system on and off to make it work?<\/h3>\n
Can I reset the ignition system?<\/h3>\n
The pilot goes out when I release the control. What does that mean?<\/h3>\n
The fire pit works from the wall switch but not the remote. What should I check?<\/h3>\n
Flame fuel and burner media<\/h2>\n
Why is the flame lower than expected?<\/h3>\n
Why is the flame unusually high?<\/h3>\n
What should I do if the flames appear uneven after installation?<\/h3>\n
What happens if the burner fuel does not match the site supply?<\/h3>\n
Can a natural-gas burner be converted to propane, or the reverse?<\/h3>\n
Can I cover the pilot opening with decorative material?<\/h3>\n
What can cause soot?<\/h3>\n
Weather and care<\/h2>\n
What should I do if controls were under water?<\/h3>\n
Can wind affect operation?<\/h3>\n
Should I use a cover?<\/h3>\n
Why is drainage important?<\/h3>\n
Does the fire pit need regular professional maintenance?<\/h3>\n
Will Corten continue changing colour, and can it stain nearby surfaces?<\/h3>\n
Prepare your support request<\/h3>\n\n\n\n
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