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Napoleon Appliances
Napoleon Appliances

Napoleon Appliance Troubleshooting

Napoleon Heating and Cooling manufactures HVAC equipment such as gas furnaces, central air conditioners, and ductless pumps. Napoleon HVAC products are built with the highest quality components for quiet, reliable operation in the harshest environments.


Air Conditioner Troubleshooting

Unit does not turn on when pressing ON/OFF button 
The Unit has a 3-minute protection feature that prevents the unit from overloading. The unit cannot be restarted within three minutes of being turned off. 

The unit changes from COOL/HEAT mode to FAN mode 
The unit may change its setting to prevent frost from forming on the unit. Once the temperature increases, the unit will start operating in the previously selected mode again. 
The set temperature has been reached, at which point the unit turns off the compressor. The unit will continue operating when the temperature fluctuates again. 

The indoor unit emits white mist 
In humid regions, a large temperature difference between the room’s air and the conditioned air can cause white mist. 

Both the indoor and outdoor units emit white mist 
When the unit restarts in HEAT mode after defrosting, white mist may be emitted due to moisture generated from the defrosting process. 

The indoor unit makes noises 
A rushing air sound may occur when the louver resets its position. 
A squeaking sound may occur after running the unit in HEAT mode due to expansion and contraction of the unit’s plastic parts. 

Both the indoor unit and outdoor unit make noises 
Low hissing sound during operation: This is normal and is caused by refrigerant gas flowing through both indoor and outdoor units. 
Low hissing sound when the system starts, has just stopped running, or is defrosting: This noise is normal and is caused by the refrigerant gas stopping or changing direction. 
Squeaking sound: Normal expansion and contraction of plastic and metal parts caused by temperature changes during operation can cause squeaking noises. 

The outdoor unit makes noises 
The unit will make different sounds based on its current operating mode. 

Dust is emitted from either the indoor or outdoor unit 
The unit may accumulate dust during extended periods of non-use, which will be emitted when the unit is turned on. This can be mitigated by covering the unit during long periods of inactivity 

The unit emits a bad odor 
The unit may absorb odors from the environment (such as furniture, cooking, cigarettes, etc.) which will be emitted during operations. 
The unit’s filters have become moldy and should be cleaned. 

The fan of the outdoor unit does not operate 
During operation, the fan speed is controlled to optimize product operation. 

Operation is erratic, unpredictable, or unit is unresponsive 
Interference from cell phone towers and remote boosters may cause the unit to malfunction. In this case, try the following: 
• Disconnect the power, then reconnect. 
• Press ON/OFF button on remote control to restart operation.


Furnace Troubleshooting

Not heating?  
Most likely, either the electrical system providing your furnace’s power has shorted or the power switch has blown. Try resetting your furnace’s circuit breaker. If it has blown, you will need to replace it. 
The furnace’s igniter might either be cracked or faulty. Check the part for cracks, if it is then replace the igniter. If it isn’t cracked, use a multimeter to test for continuity. 

Cycling irregularly?  
Your thermostat might be adjusting incorrectly, causing the furnace to cycle on and off too often. If your thermostat has an adjustable calibration scale, adjust the heat anticipator. If this does not stabilize the unit, you may have to replace the thermostat. 

Not blowing hot air? 
Your blower motor may have completely burnt out. If this doesn’t seem to be the case, then the connecting belt may have simply broken. Test to see if power is reaching the motor. If it does, but isn’t running, the motor has likely failed. If the motor runs but air doesn’t move, the connecting belt has probably broken. You’ll have to replace the belt. 

Blowing too much air?  
The control board regulates the amount of voltage that reaches each functioning part. If the relay that controls the blower motor has failed, it will continually send voltage to the motor. Replace the control board. 
The contact that controls the blower motor on your thermostat may be stuck closed, causing the blower motor to run continuously. Use a multimeter to check for continuity. If it appears the thermostat is the issue, replace it. 

Leaking water?  
Check the drain pipe.   

Starting and then stopping shortly after?  
Your furnace’s flame sensor monitors the burner, detecting whether a flame is present. If it is either defective or dirty, it will not be able to detect a flame. If dirty, clean the sensor using a fine abrasive pad. If faulty, replace the flame sensor.


Gas Fireplace Troubleshooting

Flame is a blue, lazy, transparent flame. Blockage in vent. 
• Remove blockage. In really cold conditions, ice buildup may occur on the terminal and should be removed as required. 

White / grey film forms on glass. Sulphur from fuel is being deposited on glass, logs, or surfaces. 
• Clean the glass with a recommended gas fireplace glass cleaner. DO NOT CLEAN GLASS WHEN HOT.  
• If Sulphur deposits are not cleaned off regularly, the glass may become permanently marked. 

Exhaust fumes smelled in room, headaches. Appliance may be leaking exhaust fumes into the room. 
• Check firebox glass door was properly reinstalled after cleaning If not rectified, turn off appliance. Contact a qualified technician. 

Pilot will not light. Makes noise with no spark at pilot burner. No signal from remote with no pilot ignition. 
• Reprogram receiver code. 
• Replace battery holder (including switch), if applicable. 

Pilot sparks but will not light. 
• Gas supply. Contact a qualified technician. 
• Out of propane gas. Fill the tank. 
• Remote control (if equipped). Follow reprogramming instructions for specific remote installed with your appliance. Replace remote control. 

Battery holder (including switch) is in "off" position; burner comes on. 
• Battery holder (including wall switch) mounted upside down. Reverse. 
• Battery holder (including switch) and/or wire is grounding. Replace. Check for ground (short); repair ground or replace wire. 
• Faulty wire. Replace.  

Remote control and/or battery holder (including switch) is not functioning properly. 
• Remote control lights but no spark or flame. (Remote is locked out). Reset by turning power source off then on. 
• Battery holder (including switch) or remote has low battery. Replace batteries. 
• Error with synchronizing. Reset battery holder (including switch) and remote control. 
• Remote too far away from battery holder (including switch). 

Flames are very aggressive. 
• Door is open. Ensure door is secured properly. If not rectified, contact a qualified technician. 

Appliance won't perform any functions. 
• No power to the system. Check breaker to verify it's in the "on" position. 
• Battery holder (including switch) in wrong position (if equipped). Verify that the 3 position switch on the battery holder (including switch) is in the remote position (middle). 
• Battery holder, battery holder (including switch) and/or remote control isn't operational. Check battery power and battery orientation.


Gas Grill Troubleshooting

FIND OUT WHETHER IT’S THE WEATHER 
Is the day damp, cold, or possibly both? Look, you don’t like being cold or wet, and neither does your grill. If you’ve noticed that yours doesn’t like to light on days that remind you of London fog (no not the delicious warm drink) there are a couple of reasons that your grill may not be lighting. Your grill may have trouble lighting in the damp weather because our nifty JETFIRE Ignition System has a ceramic base for the electrode where the spark comes out. Although that ceramic base is ideal for helping the JETFIRE Ignition System light your grill, it is porous and will retain moisture. If this is the case, manually light just one burner using a match, and leave the grill on with the lid closed for 5 minutes. This will warm everything up and dry it all out. The grill will happily light from there. 

WHY DOES LOW FLOW HAPPEN? 
It can seem like an arbitrary and frustrating thing to happen when there may be nothing wrong at all, however, it is a necessary safety precaution. In case there is a leak, you don’t want excess amounts of gas hovering in your grill when you go to light it. Your eyebrows wouldn’t be very happy, to say the least. When your regulator detects the excess flow of propane, abnormal to usual flow, it will reduce the amount of gas released. This leads to weak flames and low heat.

REASONS FOR LOW FLOW: 
• This sometimes happens when the valve is opened too quickly. 
• This sometimes happens when the burners are on before the propane tank is opened. 
• This sometimes happens when the propane is shut off before the knobs are turned off. 
• This sometimes happens when the control knobs are left on after grilling.

HOW TO FIX LOW FLAME/HEAT ON A GAS GRILL 
You can fix low heat and low flame on your propane grill easily by performing a regulator reset. Follow the easy steps below to reset your regulator. 
1. Start by turning everything off, including your gas flow at the tank. 
2. Disconnect the regulator from the tank and allow everything to sit for about 5 minutes. 
3. Reconnect the regulator to the tank and slowly open the valve all the way. 
4. Wait for 30 seconds before trying to light the grill again.

FURTHER TROUBLESHOOTING
If you’re still experiencing trouble with your flame height and heat output after performing a regulator reset or two, try these troubleshooting tricks. 
• Cleaning out your burner ports and the burner tubes with a venturi brush and the cleaning kit that came with your grill? 
• Checked for a leak in your fuel supply? Use soapy water and a brush to check your fuel lines for a gas leak that may not be tripping the sensor in the tank. 
• Checking your fuel levels. Is your tank empty? 
• Checking your propane tank for the expiration date, dents, and rust, it may be time to replace it.

To avoid tripping the safety on the regulator of your propane tank, remember to turn off the grill’s burners before the propane when you’re done grilling, and when you’re turning on your propane to begin your cook, turn the gas on slowly, all the way, then back it off about half a turn so that it won’t get stuck on. Have you had to do a regulator reset before?

SOURCE: napoleon.com



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Product Reviews:

After a bunch of reviews I went with this grill. I also never dealt with BB
After a bunch of reviews I went with this grill. I also never dealt with BBQ Guys before this purchase. The customer service was awesome. The grill arrived on time and I was kept in the loop from BBQ Guys and then the shipping company called me to confirm. I previously had a Webber and this grill provides so much more. The sear station is used all the time along with the rear burner. I also love the built in smoker box & I have used the optional charcoal tray. The lights are awesome and gives the grill that WOW factor.
Published: January 10, 2021
Joe
Source: bbqguys.com

A good investment. Our new air conditioner has been a blessing this year co
A good investment. Our new air conditioner has been a blessing this year considering the summer we have had, it kept us very comfortable.
Published: March 30, 2018
willie76
Source: napoleonheatingandcooling.com

So far so good. I don't know of the low compartment will last because
So far so good. I don't know of the low compartment will last because is not stainless steel but I hope the warranty takes care of that. The burners are super powerful and I'm enjoying a lot the smoker and the charcoal tray. I recommend to buy the cover.
Published: May 25, 2021
Jesus
Source: bbqguys.com

Professional service. From the initial phone call the service was great. Do
Professional service. From the initial phone call the service was great. Do to living in another town they only needed a few photos to give a quote and followed up with a scheduled appointment.
Published: November 30, 2018
Howard &B
Source: napoleonheatingandcooling.com

A few years ago I got a Napoleon Fireplace, I am pleased with the product a
A few years ago I got a Napoleon Fireplace, I am pleased with the product and don't a full finishing to make the Fireplace stand out more. I love there product and would recommend to anyone
Published: September 19, 2019
Private User reviews Toronto, ON
Source: homestars.com

We are extremely pleased with this fireplace. It was fairly easy for us to
We are extremely pleased with this fireplace. It was fairly easy for us to install (wall insert) and it looks great. The remote feature is very easy to use as well.
Published: November 5, 2017
A. Barrett
Source: amazon.com

Love this grill I previously had an Weber summit 670 which I loved and thou
Love this grill I previously had an Weber summit 670 which I loved and thought it would be hard to beat but Napoleon did it Love the lighting feature searing on the side And the quality. The ease of assembly with the use of the packing materials to help with a bigger cooking area and warming rack. The lighted knobs that remind you which on is lit is so great when you turn everything off. I would definitely recommend this grill if you can't decide between the Weber summit s 670 and the Napoleon Prestige Pro 665RSIBNSS-3
Published: May 4, 2021
James
Source: bbqguys.com

I have tried out all of the features of this grill and found them to be ver
I have tried out all of the features of this grill and found them to be very good. Temperature control is excellent, ease of use is wonderful, construction is of the highest standard. (The smoker performs beautifully!) This is a really fun grill to cook with. Issues I have found are the tendency for oil or grease burn from the drip tray. The work around is to maintain a cold side and hot side of the grill when barbecuing. Also, the rear burner does not lite using the built in electric ignition.
Published: May 15, 2021
William
Source: bbqguys.com

Efficient and quiet. Thank goodness I bought this air conditioner before th
Efficient and quiet. Thank goodness I bought this air conditioner before the extremely hot, humid summer. It was very efficient and quiet and my hydro bills didn't change.
Published: June 30, 2018
Morris
Source: napoleonheatingandcooling.com

This thing is the best fireplace we've ever had and we've had mas
This thing is the best fireplace we've ever had and we've had masonry wood burning [messy] and gas insert [great but still need maintenance]. The remote makes starting a fire super easy and it's easy to operate. It has multiple heat settings and does produce enough heat to warm up our great room. I chose Napolean because they have been in the fireplace business for many years and I figured they would get this new tech right. Our builder had no problem installing. I had them recess it into the wall using the dimensions given in the product info. Our builder and everybody who visits thinks its the coolest!
Published: September 25, 2017
Marcia Wagoner
Source: amazon.com

Excellent Cooling! We’ve had our new Napoleon air conditioner for just ov
Excellent Cooling! We’ve had our new Napoleon air conditioner for just over 3 months. This has been the hottest summer in a number of years. Our air conditioner has been on every day except 2 or 3. And our house has never felt cooler. Our old air conditioner never got our second storey cool enough. We always had the ceiling fan and a floor fan on to make us more comfortable. Now, our upstairs is perfect. So much cooler. No fans needed. I would highly recommend my Napoleon AC.
Published: November 30, 2018
DandJ
Source: napoleonheatingandcooling.com

I've had this furnace now for about 4 years. Quiet and keeps the house
I've had this furnace now for about 4 years. Quiet and keeps the house nice and warm. It's a furnace that once installed you basically forget it is there, as there are no issues with it. I picked the 9600 as I use propane and I need to keep my operating cost down. I installed an ecobee thermostat last year and they work great together. Both the two stage valve and the ECM motor I highly recommend and this furnace has it.
Published: December 1, 2016
Thomas
Source: napoleonheatingandcooling.com

Delivery was very fast. Flame is very nice and adjustable. Wife likes the h
Delivery was very fast. Flame is very nice and adjustable. Wife likes the heater. I was able to hook it up to Alexa through my harmony. It was fairly easy to install. It didn't throw my breaker when plugged into the wall with the heater on. It's best handled by two people.
Published: April 8, 2018
John H. Edwards
Source: amazon.com

We have had this grill for around a month and have used only a few of the f
We have had this grill for around a month and have used only a few of the features. However, the delivery and setup were as promised and the looks and features are exactly as described. It is a beautiful grill. We are needing to take some time to getting used to having a sear burner but I am sure that will come with time. The main burners were a dream to work with. We love the look of this grill and our friends and neighbors can't stop looking! The lighting on the grill and in the cabinet is SO helpful and the lighting of the knobs just makes this grill stand out. We love our new grill! We can't wait to try the smoker and rotisserie accessories as well.
Published: January 3, 2021
Laureen
Source: bbqguys.com

Just got a new FP & Furnace with Napoleon. Had a great experience throu
Just got a new FP & Furnace with Napoleon. Had a great experience through and through. I'm surprised about the bad reviews here. My sales person was great and the install time was decent. Would come here again!
Published: January 30, 2018
Meagan in Barrie
Source: homestars.com

Quiet as a Mouse! Installed this spring, sometimes do not even hear that it
Quiet as a Mouse! Installed this spring, sometimes do not even hear that it is running.
Published: June 30, 2020
spiketaylor
Source: napoleonheatingandcooling.com

As a contractor, I love installing Napoleons. Contrary to the 1 And 2 start
As a contractor, I love installing Napoleons. Contrary to the 1 And 2 start reviews these furnaces are not loud unless you have a improper installation. Every time I install the 9600 the customers comment on the quite operation compared to the last furnace. I have yet to have any problems because my installs are proper. Every complaint I see in the 2 star rating is nothing less than a poor install. The over heating is because the fan speed is set too low or the return air is choked up probably because of a filter that is too restrictive or need changing or the installation was not cut out enough. Or the home owner does not clean his ducting and the high limit and heat exchanger is filthy. Again it has nothing to do with the product the Napoleon 9600 is a great product in my opinion they are the best furnaces out there and I have install many different brands.
Published: November 15, 2020
Arc plumbing.INC
Source: napoleonheatingandcooling.com

We had an 23 year old furnace, the pilot ran all the time, was only 67% eff
We had an 23 year old furnace, the pilot ran all the time, was only 67% efficient and cost hundreds to run every year. This new Napoleon Furnace work great it only turns on when it needs to, it's so efficient with two stage heat I have already seen huge saving on my heating bill.
Published: October 1, 2018
Emil
Source: napoleonheatingandcooling.com

Best furnace. We had two of your furnaces installed in our house that we ju
Best furnace. We had two of your furnaces installed in our house that we just bought and we think they are really great. we had on installed at our old house before we sold that house as well. excellent product.
Published: November 1, 2015
happy family
Source: napoleonheatingandcooling.com

Best furnace I have ever owned. The house is actually warm now, including t
Best furnace I have ever owned. The house is actually warm now, including the second floor. And no more cold/hot temperature swings as the two stage motor keeps the temperature steady and so comfortable. Saving money on the gas and electric bill as well as it is so efficient. I would highly recommend Napoleon furnaces.
Published: December 1, 2018
Brian
Source: napoleonheatingandcooling.com

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