Frequently Asked Questions

Frequently Asked Questions

For any technical question or warranty claim, contact your Maçonnex store.

Pellet stoves

How to clean the glass?

Clean the glass when cold with a degreasing product based on ammonia and non-corrosive substances (solvents).

During the ignition phase, tar may deposit on the glass. This deposit will eventually burn away when the device is running at full speed. But if the tar accumulates too long, it will be more difficult to remove. We therefore recommend that you clean the glass every day before lighting the stove. Do not use any material that could scratch or damage the glass, as scratches can worsen and become splits or breaks.

Should the floor be protected?

The floor protection must extend under the product, a distance of 18” (460 mm) minimum in front of the appliance and on each side of the fuel loading area and the opening of the center drawer ( 8” (205 cm) from the exterior wall of the siding).

*Ceramic must be placed on a continuous noncombustible panel to prevent embers from coming into contact with the floor through cracks or gaps in the grout of the ceramic, this includes floor protection for existing fireplace hearths.. Check local code for approved alternatives.

The control board does not light up:


The device is not powered

Defective power cable

Faulty fuses

Defective control board

Defective electronic board

Defective flat cable

Unit runs for 9-10 minutes and shuts down:


The temperature sensor is faulty

Combustion gases have not reached the required ignition temperature

The temperature probe could be incorrectly connected

Clogged exhaust duct

Defective electronic board

Ignition fault

Clogged charging auger duct

The granule is very wet

Smoke exhaust in outside air intake:


Outdoor air duct outlet is not protected from wind and weather and may be snowy, clogged or frozen

Be careful not to draw cold air near water pipes that may freeze.

A screen must be placed over the opening of the outside air duct to prevent birds or rodents from nesting there. Use an elbow or deflector to prevent prevailing winds from blowing directly into the outside air intake duct.

The granule is very wet

Does the quality of the pellet have an impact on the performance of my stove?

The quality of the pellet used first has an impact on the ease of ignition. A pellet that is too wet can cause a delay in ignition or even completely prevent the appliance from lighting. Make sure you always store your fuel in a dry place. At the combustion level, a pellet with an ash content that is too high will promote the formation of a crust in the burn pot, which will require more frequent cleaning. In addition, incomplete combustion can lead to the complete blockage of the pot, which can cause the appliance to stop working. Be sure to use a premium or super-premium residential pellet with an ash content of 1% or less. The ash content should be certified by the pellet manufacturer and clearly indicated on the bag. It should be noted that some models of pellet appliances have a burner design allowing the use of a pellet with a higher ash content. The main characteristic of these burners is that they push the combustion residues out of the incineration zone as the fuel is burned, thus preventing any significant accumulation of ashes. In industry jargon, this technology is often referred to as “bottom feed”.

Useful link: Association des professionnels du chauffage d’appoint


Wood stoves or fireplaces

Should I install a fan?

A fan can be installed on several models. This option allows the heat to be redistributed towards the front of the appliance. You therefore obtain increased performance, since the fan allows you to extend the radiation power of your device over a larger area. Most models also allow the installation of a thermodisc. A thermodisc is a temperature sensor installed at the back of the stove and connected to the fan power supply. It is used to start the fan automatically when the temperature reached in the heat shield located on the back of the device reaches approximately 115F. Conversely, the thermodisc turns off the fan when the temperature drops below 100F.

Why does the glass get so dirty?


The wood you are using is too wet. The type of wood you use plays an important role in the performance of your appliance. Avoid softwood. The wood should have dried for approximately one year before being used. It is important to note that even if wood has been cut for a year, two years or even more, it is not necessarily dry if it has been stored in poor conditions. To measure the moisture content of your wood, get a moisture meter. The moisture content of the wood should ideally be below 25%.

Be sure to keep a space of at least two inches between the wood and the glass.

In many cases, the lack of draft is simply due to the fact that your chimney is not hot enough. Start your appliance with a short, brisk fire, leaving the door ajar (always under supervision). When using dry kindling, be sure to get a red ember background before adding medium sized logs. Gradually increase the size of the logs. Close the appliance door when the temperature indicated on your chimney thermometer has reached the top of the comfort zone (approximately 475°F). Leave the air inlet control open for about fifteen minutes. Then close the air control gradually.

Your exhaust system may be too short. In order to obtain sufficient draft, your exhaust system must have a minimum height. In general, a total height of 12 feet (from the appliance to the outer chimney cap) is the minimum required to provide adequate draft. A height of 15 feet or more is ideal.

Follow link below for how to clean the glass

Should the floor be protected?

Unless your unit is already sitting on a noncombustible surface, it is mandatory for all wood burning appliances to have floor protection under and around the cabinet. Several choices are available to you: brick, stone, ceramic, fiber cement panel, etc. You should refer to your owner's manual to find out the size of the specific floor protection for your stove model. The floor protection must extend beyond the front of the stove by at least 18 inches and the sides by at least 8 inches.

Can I cook on top of my stove?

It is possible to cook on top of your stove. This can come in very handy in the event of a power outage. A stove filled with wood will easily reach 500 to 700oF on top. This is enough for cooking. Obviously, using a skillet or saucepan directly on top of the stove can scratch the paint. You can then place a cast iron grid, or even a stainless steel plate.

Why has my stove turned white and what should I do?

First, it's important to note that any paint will tend to fade after your device has been used. This is a normal chemical reaction caused by heat.

However, if your paint has completely whitened in some areas, this is a sign that the unit has overheated for an extended period of time. Several factors can cause overheating. Here is a list:

– The air control has remained open too long; – Chimney draft is excessive; – The appliance has been heated with the door ajar for a long period of time; – The door cord is too worn; – The refractory bricks are disintegrated or damaged; – The appliance has been heated with pressure treated wood or any other wood product containing chemical additives; – The appliance has been heated with paraffin logs or any other type of manufactured log inserted in too large a quantity.

It is important to address the causes of overheating so that the phenomenon does not happen again. Get a chimney thermometer and make sure the temperature is in the comfort zone, between 250oF and 475oF when the unit is operated in slow burn mode. Reaching a temperature of 500oF to 900oF during start-up is not a problem. The paint used on our appliances is designed to withstand temperature peaks reaching 1,200oF.

You can repaint your device where the paint has faded. If the paint hasn't chipped, simply rub down the area to be repainted with 180-grade sandpaper. Then cover the area with high-temperature spray paint. If the paint has peeled off, you should sand the surface down to steel before repainting the unit. It is strongly recommended to use the original paint for a more resistant and uniform finish.

Can I convert my stove to an insert model?

Unfortunately, there is one important aspect of the design that differs between the two types of devices. The insert (like all other inserts) has a welded steel jacket that covers the box at 2/3 of its sides and on the entire rear. It is this shirt that traps the heat released by the box. This heat is then pushed out the front of the unit (and into the room) by a fan. This way, the heat radiating from the appliance is not trapped in the masonry hearth. A stove simply inserted into a masonry hearth will therefore not have the same efficiency. In addition, the clearances to combustible materials of the stove inserted into a masonry hearth may vary. If the appliance has not been tested for this type of installation, then it is not permitted.

How do I light my stove without making smoke?

Follow the link below


Why is my stove less efficient than when it started?


  1. The door is poorly adjusted
  2. The door cord is dry

To check the door seal, insert a sheet of paper between the door and the front of the firebox and latch the door. Gently pull the sheet. If it tears or is difficult to remove, the door fit is adequate. Repeat this procedure on all sides of the door. A perfect door seal is the most important factor in controlling the combustion of the FOCUS 320 fireplace. If the door gasket is damaged to the point where the seal is poor, replace it.

An improperly fitted door can have a significant effect on the performance and longevity of the fireplace. An ill-fitting door can lead to reduced efficiency, overheating, excessive wood consumption and premature fireplace failure.


Useful link Association des professionnels du chauffage d’appoint

Gas stoves and fireplaces

Should the floor be protected?

An appliance CANNOT be installed directly on carpet (carpet), vinyl, linoleum (linoleum) or laminate wood flooring. If you plan to install this appliance on a combustible material OTHER THAN WOOD, you must install a protective platform made of metal, wood, ceramic tile, stone or an approved hearth extension. This floor protector must cover the entire width and depth of the appliance. It is not necessary to remove the carpet (carpet), vinyl or linoleum (linoleum) located under the floor protector.

Can I install my gas stove in a mobile home?

The stove must be secured to the floor of the mobile home. An electrical ground must be installed between the stove and the frame of the mobile home.


How do I start my model gas stove with standard pilot?

Follow the link below

How do I start my model gas stove with electronic igniter?

How do I clean the glass of my gas fireplace?

Never clean the glass when it is hot.

Do not use any abrasive cleaners or ammonia-based cleaning solutions on the glass.

Follow the link below

My remote control no longer works?

Most people think about changing the batteries in the remote control but don't know that they also need to be changed in the receiver (preferably at the same time).

Follow the link below for more explanation

What is the difference between a radiant stove and a convection stove?

Definition: Radiance

Which radiates, emits visible radiation, radiant heaters transmit heat by radiation, mainly in the infrared.

Convection is a mode of transfer that involves the movement of matter in the medium. So if we heat by radiance, we directly heat the occupants of the room as well as everything that the room contains such as furniture, drier walls and windows and is insensitive to drafts. A felt differential of 2 C more.

Definition: Convection

Convection dries the air and very fast to release heat. It requires air circulation to be effective. On the other hand, we can very well redirect it.

How high can I install a decorative shelf?

Refer to your user manual as each model is different.


Useful link: Association des professionnels du chauffage d’appoint