Why Is My Pellet Burner Showing an Alarm?

Quick Answer: Pellet burners have built-in safety systems that constantly monitor how the appliance is operating. If something isn't quite right, the burner may display an alarm, warning or notification.

An alarm does not necessarily mean that the burner has developed a fault. In many cases, it is simply telling you that something needs checking, cleaning or correcting.

Why does my pellet burner show an alarm?

Common reasons for an alarm or warning include:

The pellet hopper is low or empty.
The burn pot needs cleaning.
The burn pot has been installed incorrectly or the wrong way around.
There is too much ash in the appliance.
The flue tee piece is blocked or heavily contaminated.
The stove was not switched off correctly.
There has been a temporary interruption to the electricity supply.
The appliance has not been cleaned regularly.
Poor-quality or damp pellets are affecting combustion.

Don't Panic! — What does the alarm mean?

A modern pellet burner is designed to stop operating when it detects a condition that requires attention. This is a normal safety feature.

An alarm does not necessarily mean that a component has failed. It is often the pellet burner's way of telling you that it needs attention, not necessarily telling you that something has broken.

As you can see from our list of common reasons for an alarm, the stove is not necessarily the problem.

What should I check before calling for assistance?

Before contacting us for assistance there are several simple things you can check.

Is the burn pot clean and correctly fitted?

Check that the burn pot has been cleaned and is fitted correctly including the right way around.

Are there enough pellets in the hopper?

Check that the hopper contains sufficient pellets and that the lid is securely closed.

Does your stove need cleaning?

Check the burn chamber and ash pan. When was the last time you cleaned behind the baffle plate? Excess ash can affect combustion and appliance operation.

Is the flue tee piece clean?

A blocked or heavily contaminated flue tee can cause ignition problems and poor performance which leads to alarm notifications.

Has the burner completed its shutdown cycle?

If the stove has been switched off incorrectly or there has been a power cut, it may need to complete a full shutdown cycle before you try to start it again.

Are your pellets dry and suitable?

Poor-quality or damp pellets can affect combustion and cause operating problems.

Have any control panel settings been changed?

Check whether any menu settings or operating values have been changed from the original setup.

When should I contact an engineer?

If the alarm remains after carrying out the basic checks, contact us and provide as much information as possible.

It is particularly useful to send:

A photograph of the alarm message on the display.
A photograph of the inside of the stove, including the burn pot.
A photograph of the flue tee piece, if accessible.
A brief description of what happened before the alarm appeared.
Details of any changes made to menu settings or operating values.

When Is a Service Visit Necessary?

Good information makes it much easier to identify the problem and may avoid an unnecessary site visit.

A genuine fault with the appliance or installation may require further investigation. If you've carried out the basic checks and the alarm remains, get in touch.

Service Call-Outs and Chargeable Visits

We are always happy to assist if you experience any issues with your pellet burner and will do our best to provide advice over the telephone, email or via WhatsApp before arranging a visit.

However, if a site visit is requested and our engineer determines that the issue has arisen as a result of misuse, lack of routine cleaning, failure to follow the guidance provided in this handbook, use of unsuitable fuel, or lack of required maintenance, the visit will be chargeable.

What to do next

Still having problems with your pellet burner? Visit the showroom or make a service appointment.