Astria Compass DLX... where can I get answers?

[Sonnysdad]

A contractor installed an Astria Compass DLX 55 inch linear fireplace in place of an older gas log set in October. The flame is uneven ...right side flame different than left side. Also have problems with sooting. Not terrible but more than the "once a year" cleaning suggested in the manual. Contractor seems frustrated. I'm frustrated. Seems there is no one to call at IHP, the manufacturer. I've searched the websites and made calls with no results. Anyone know where to go to get some answers? Help!

 

[Lennox65]

A contractor installed an Astria Compass DLX 55 inch linear fireplace in place of an older gas log set in October. The flame is uneven ...right side flame different than left side. Also have problems with sooting. Not terrible but more than the "once a year" cleaning suggested in the manual. Contractor seems frustrated. I'm frustrated. Seems there is no one to call at IHP, the manufacturer. I've searched the websites and made calls with no results. Anyone know where to go to get some answers? Help!

Check to make sure that the glass panel is secured properly. Check for burner flame impingement on the glass media. Make sure that the media is placed correctly, and not interfering with the flow of gas through the burner tube. Make sure that the correct burner orifice is installed and that it is seated in the venturi squarely. Check the gas pressure and air shutter opening.

All of these things can cause the symptoms that you describe.