When the heat works on one setting but not the other. It could be that the PCB is not wired correctly to the heaters.
Follow these instructions to inspect the PCB for possible wiring problems:
Tools needed:
Philips Screwdriver
Small Flathead Screwdriver
1. Turn off and unplug the fireplace.
2. Remove media from the tray as needed.
3. Remove the 2-4 philips head screws (1-2 on either side) securing the tray to the fireplace.
4. Gently pull the tray up and slide it out towards you so that the PCB board is visible. If an E-series, be careful of the wires attached to the LEDs on the front of the tray.
5. Inspect the PCB and the wiring going to it. It should look like the picture below. Pay close attention to the HEATER1 and HEATER 2 ports. If the wiring does not appear correct, use a small flathead screwdriver to loosen the screw on the green connector and insert the wire where it needs to be. If you find another problem or no wiring problem with the PCB contact European Home.
6. Remove any media that may have fallen onto the tray's installation area. Once media is removed, slide the tray back into position.
7. Install the 2-4 philips head screws to secure the tray.
8. Plug the fireplace back in and switch the fireplace on. Check for heat on all heat settings.
9. If all heat settings work as expected, re-install the fireplace media.
10. Please contact Technical Support at 781-324-8383 Option 3 or e-mail service@europeanhome.com for further assistance.