Frequently Asked Questions

No, unfortunately not. As the Wholesaler of Lopi Fireplaces, we do not quote directly. All quotes, orders, installations and spare parts are available via the Retail Outlets (Lopi Dealers) who sell our fireplaces. Find your local Lopi Dealer

No, unfortunately not. Our contracted couriers are only able to make deliveries to the Retail Store (Lopi Dealer) who you ordered through, not directly to the end customer.

The specific dimensions of each Lopi model can be found in the Product Installation Manual. The relevant Product Installation Manual is available on the Product Page for each model, under the TECHNICAL tab.

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Yes. All Lopi models require fluing for the air intake and exhaust.

No, all Lopi models are glass sealed fireplaces.

No. All Lopi models are either wood or gas operated.

Unfortunatly not, however we utilise our extensive network of fireplace specialists many of which are trade outlets set-up for the building industry with trade pricing.

(Please contact your local Lopi Dealer for details)

Cleaning the fireplace ensures it is ready to use and looking its best. The best time to do this is during the summer months.

Dust and dirt can get into the fans which can eventually cause them to fail. Dirt can also enter internal parts of the fireplace as outside air is brought in. This can lead to clogging of burners causing failed or delayed ignition.

No, this is not normal. You will need to arrange a service. Please contact your Local Lopi Dealer.

Possible fault for GS1 units – the AC Adapter.

Possible fault for GS2 units – the Control Module.

No, unfortunately not. Our contracted couriers are only able to make deliveries to the Retail Store (Lopi Dealer) who you ordered through, not directly to the end customer.

With the remote switched ‘off’ simultaneously press down on the select (circle icon) button and thermostat button.
For more information visit our trouble shooting video using your GreenSmart 2 remote.

Possible Cause: 

  • The battery box switch is turned to “OFF”
    Turn the battery box switch to “ON”
  • The remote control is not working correctly
    See the remote control instructions. See “Thermostat Operation”
  • The thermostat is disconnected or set too low No gas in LPG tank
    Check LPG Tank Level

 

Possible Cause:

  • Heater beeps once: The heater beeps once whenever a button on the remote is pressed
    THIS IS NORMAL
  • Heater beeps twice: The heater beeps twice whenever a button on the remote is pressed.
    The power backup batteries are low.
    Replace the 4 x AA batteries in the battery box (see owners manual).

 

Possible Cause:

  • The battery box switch is turned to “OFF” or “ON”
    Turn the battery box switch to “REMOTE”. 
  • The thermostat is set too low
    Check thermostat. 

  • The fireplace is not getting electricity
    Check the breaker switch
  • The fireplace is not up to temperature
    Let the fireplace burn for 10 minutes.
  • The blower fuse may be blown
    Replace the fuse. See fuse location in owners manual

  • The fireplace has just been started
    This is normal – see “Starting the Fireplace for the First Time” in your owners manual.
  • Improper air shutter adjustment
    Adjust Air Shutter – contact your dealer.

  • The flame height may be turned too low
    Turn the flame height to “HI” – See “Adjusting the Flame Height”.

  • Crushed glass or media is placed incorrectly
    See “Crushed Glass or Media Installation” in the installation manual – contact your dealer
  • Improper air shutter adjustment
    Adjust air shutter – contact your dealer

  • The bulb may be burned out
    See “Accent Light Replacement” in your owners manual
  • The accent light fuse may be blown
    Replace the fuse. See your owners manual

Your remote needs to be reprogrammed to include the AUX function. Please take the following steps:

1. Remove one of the batteries from the remote.

2. Press down on the MODE and POWER buttons simultaneously.

3. Put the battery back into the remote.

4. Keep one finger pressed down on the POWER button.

5. With the other finger, scroll through with the MODE button until you find the ‘AUX’ option. Then use the up and down arrows to select ‘SET’.

6. Your remote will now have the AUX function available.

 

Yes. This can be achieved by using the Lopi CoolWall TV Kit. This allows the TV to be recessed above the fireplace with ease. There are other alternaltives by using non-combustible products. Please contact our team or Lopi Outlet to discuss further if you have any questions.

We offer an array of gas fireplace models to accommodate many of your heating needs, from zonal heating to whole house heating. Our optional Power Heat Duct gives you the ability to redirect up to 50% of the heat from your fireplace to one or two additional rooms in your home within 6 metres of your fireplace!

Yes! All of our gas fireplaces have a battery back-up and can operate during a power outage.

Remove a battery. Press and hold the thermostat button while replacing the battery.

The unit may be in lockout. Turn off the pilot and main burner, wait a 60 to 120 seconds and try again. Another possible reason could be that the power is off, or you may have a blown fuse and your batteries are dead.

Placing the appliance into continuous pilot keeps the vent pipe warm and getting the fireplace burning quicker. It can also help with reduced condensation build up on the glass.

Every appliance will have different heights. Please refer to the installation manual of the fireplace to determine.

This is telling you the AA batteries in the actual fireplace are losing power. Replace the batteries.

The 3 AAA batteries in the remote control are losing power. Replace the batteries.

The comfort control is turned off which turns off the rear burner. Turn on the comfort control.

On GreenSmart 2 (GS2) fireplaces the blower turns on 5 minutes after the burner when in thermostat On or Smart model. When the thermostat is off the fan will turn on straight away unless switched off.

On GreenSmart Basic (GSB) fireplaces the fan operates through a thermostat and if switched on will activate once your fireplace is hot.

If the appliance shuts off, then the gas may be off especially if using bottled gas (LPG). Sometimes the unit switching off is the safety system working. Wind or weather conditions can blow the pilot out shutting off the unit. In most cases you can restart your appliance and it will operate normally. If the appliance will not restart, please contact your local dealer for service.

No, a fireplace insert must be installed into a code conforming masonry fireplace or a listed and tested wood burning manufactured fireplace.

Lopi recommends that you have your chimney cleaned before installing an insert.

The remote control can act as both an on/off switch and thermostat.

There could be a short in the remote.
Please contact your local Lopi dealer for service.

The fans may need cleaning or replacing. Please contact your local Lopi dealer for a service.

No, this is not normal. You will need to arrange a service. Please contact your Local Lopi Dealer.

Possible fault for GS1 units – the AC Adapter.

Possible fault for GS2 units – the Control Module.

A certain amount of dirt on your heater is normal but it should not be going completely black.
Blackening of glass can occur for a number of reasons:

  1. Burning unseasoned wood
  2. Incorrect use of the air control
  3. Fuel touching the glass
  4. Not burning hot enough
  5. Poor draw

For further detailed explanation on this please see the following article in our trouble shooting section: Blackening Glass

Overnight burn times or burn times over 8 hours can be achieved on most Lopi wood heaters. Burn times can vary however depending on the following:

Full load of timber:
The firebox must be fully loaded with every log burning to maximise burn times. Once fully burning the air control can be adjusted to increase the burn time.

Quality of timber
Some species of hardwood burn for longer than others. Ask your local firewood yard or Lopi specialist for advice.

Flue or Chimney Draw
The quality of the flue/chimney draw can impact on the burn time. Generally speaking the longer the flue run the better draw however this can negatively effect burn times.

Door Seal
Ensure that the door is fully latched and the door robe/seal is in tact.
It is recommended to replace the door robe annually to ensure a good seal so that unwanted air doesn’t enter the firebox causing a hotter and shorter burn time.

Ash Bed
Check the ash bed for coals. Often, coals are still glowing under a slight bed of fly ash. By raking these into a pile you can re-start your stove quickly.

  • Open the bypass and air control – see your owners manual for operation.
  • Cold Air Blockage – burn a piece of newspaper to establish a draft. If the flame is not getting enough air, a small crack in the door is all that is needed.
  • You may have an air tight home and the fire cannot get enough oxygen. Try opening a window slightly during start-up.

  • Open the bypass and air control (see owners manual for operation).
  • Not enough starter paper – use additional newspaper if necessary.
  • If the flame is not getting enough air, a small crack in the door is all that is needed.

  • Open the bypass and air control before opening the door (see owners manual).
  • Let the air stabilise before fully opening the door. Then open the door approximately 25mm. Let air go into the firebox for a few seconds. Once the smoke appears to be flowing up the chimney consistently, open the door.
  • Insufficient Draft – Chimney height and outside conditions can negatively affect draft. In these cases a small amount of smoke may enter the home. Adding more piping or a draft-inducing cap may help
  • If this is a new event then there may be a blockage in the flue pipe or baffle.

  • Wood is too wet – see the section “Selecting Wood” in your owners manual for details on wood.
  • Make sure the air control is all the way open. Slide the control back and forth to insure the control is not stuck.
  • Insufficient Draft – Chimney height and outside conditions can negatively affect draft. In these cases the fire may burn slowly. Adding more piping or a draft-inducing cap may help.

  • Stove is not up to temperature – This is normal. The blower will come on when the stove is hot – usually 15 to 30 minutes.
  • Electricity is cut to the Blower – Check the household circuit breaker or fuse to make sure it is operable.

No, all Lopi models are glass sealed fireplaces.

The fans may need cleaning or replacing. Please contact your local Lopi dealer for a service.

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Closed on Saturday & Sunday

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Lopi has been delivering quality fireplaces in Australia since 1990. And has over 70 dealerships.

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