Rinnai Sapphire (Gas Log) Questions

Laurie10mo · Sapphire (Gas Log)

Does the log fire need regular servicing? Is the fan noise supposed to get worse Our log fire is great but the fan seems to make more noise at times

Rinnai DM 10mo

Hi Laurie, thank you for the question. We would recommend booking a service call. Please refer to our website with the following link external link Alternatively, you can reach out to our technical team on 1300 555 545, option 3.

Regards, Rinnai Australia

Andrew W.2y · Sapphire Freestanding Console

Wondering how high the pilot flame should be when going. It seems quite high fluctuating up and down, it gets up to 150mm high. We have had it serviced a few times. Stopped using it late last winter after a huge gas bill..

Rinnai DM 2y

Hi Andrew W, Thanks for the question, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3). Alternatively, you can book a service call. Please refer to our website with the following link external link

Thanks, Rinnai Australia

Peter P.3y · Sapphire (Gas Log)

We have a rinnai sapphire approx 8 years old, has been a great heater. Had it serviced about 2 year ago and mentioned at the time how the heater when it reached temperature would turn off and the fan would continue to run and not restart, we would turn the heater off and wait for half a hour turn back on and it would go as it normally should. This issue is intermittent and the service technician couldn't find a problem. It now seems to be occurring for more now, any assistance appreciated

Rinnai DM 3y

Thank you for the question Peter P, we would recommend booking a service call. Please refer to our website with the following link external link . Alternatively you can call 1300 555 545 (option 3 for our Technical Support Department) or (option 2 for our Service Department).

Thanks,

Rinnai Australia

Lin Z.4y · Sapphire (Gas Log)

I’ve had my Sapphire heater for 2-3 years, do I need to clean it as there are dust near the bottom vent? Is the colour of the flame meant to be orange? I seem to remember it was more blue before.

Rinnai DM 4y

Hi Lin Z, Rinnai recommend that this appliance and installation be inspected and serviced every 2 years or more frequently. Any service or repair work should only be carried out by an authorised person. Rinnai has service and spare parts departments nationally. To book a service with Rinnai, please contact our 1st care team on 1300 555 545

Thanks Rinnai Australia

Andrew4y · Sapphire (Gas Log)

Hi, I'm hoping to get advice that will help as opposed to writing bad reviews. We've had our sapphire for 16 months and have had the same issues as the review below. A technician could not repair it 8 months ago and the issue persists:

Keeps switching off and coming up with error 12. Technician has been out numerous times during warranty and really doesn't seem to have any idea what is wrong. He's moved the pebbles around changed ignition switch etc and nothing has changed. Some days it will work and other days not. Would not recommend product at all.

Please advise what our options are ASAP.

Regards Andrew

Rinnai DM 4y

Hi Andrew,

We have sent a private message to discuss the matter further.

Thanks, Rinnai Australia

Anthony G. 3y

We appear to be having the same issue. Fire will light OK but will cut out after 15 - 20 min when on high. We've had multiple technicians look at it but without luck.

Rinnai DM 3y

Hi Anthony G,

We have sent a private message to discuss the matter further.

Thanks Rinnai Australia

Byron DeWInne4y · Sapphire (Gas Log)

Main flame won’t fire up only pilot light

Rinnai DM 4y

Hi Byron DeWInne,

We would recommend booking a service job to inspect the unit if gas supply to the property has not been interrupted. The Rinnai 1st care team can be contacted on 1300 555 545

Thanks Rinnai Australia

Byron DeWInne 4y

It’s lpg supply could I have a air lock

Rinnai DM 4y

Hi Byron DeWInne, You could also request telephone assistance via our Technical Help team on 1300 555 545.

Thanks Rinnai Australia

David4y · Sapphire Zero Clearance

My heater won’t go to low fan is there a way to reset the heater controll The model is RIB 2310

tmoore0294y · Sapphire Freestanding Console

Hi. My Rinnai rib2310 pilot light won't come on. It was working but the gas hose was a little short so we replaced it with a longer one and the pilot light wouldn't ignite. We then changed it back to the shorter hose and it still won't ignite. Is there a restart switch or anything else we have overlooked? Has anyone else had this issue?

Rinnai DM 4y

hi tmoore29, We would recommend having the plumber who completed the work return to confirm the reinstallation of the gas hose has been completed correctly. Our technical help desk may be able to help further on 1300 555 545 option 3.

Thanks Rinnai Australia

carol5y · Sapphire (Gas Log)

how do I clean the gas inlet to enable heater to run continuously

Rinnai DM 5y

Hi carol,

Thank you for your question.

We would recommend contacting the Rinnai 1st Care team on 1300 555 545 to be provided with technical assistance or book a service call.

Thanks Rinnai Australia

carol5y · Sapphire (Gas Log)

why wont heater stay running when there is gas

Rinnai DM 5y

Hi carol, Thanks for the question.

We would recommend contacting our Technical team on 1300 555 545 for further advice.

Thanks Rinnai Australia.

Jane C.5y · Sapphire (Gas Log)

Just wondering if the glass is safety glass?

Rinnai DM 5y

HI Jane C, Thanks for the question. Rinnai Gas Fires appliances are fitted with either a ‘heat guard mesh’ or layered glass as the primary safety guards. Some installations, for example where young children are present, may require the purchase of an additional, third party safety guard.

Thanks Rinnai Australia

hotkiwi5y · Sapphire (Gas Log)

Hi. Does the glass plate in front prevent children from burns ? The other Rinnai heaters offer 'safety mesh' but I can nowhere on the net find a picture what that looks like. Thanks

Rinnai DM 5y

Hi hotkiwi, Thanks for the question. Rinnai Gas Fires appliances are fitted with either a ‘heat guard mesh’ or layered glass as the primary safety guards. Some installations, for example where young children are present, may require the purchase of an additional, third party safety guard.

If you would like us to send you some images, please contact us via private message with your email address.

Thanks

Rinnai Australia

Marguerita D.5y · Sapphire Freestanding Console

What SAFETY systems are in place? I recently had a Masport free standing gas log fire explode out the front showering large chunks of glass and a fitted safety screen over the room........currently under assessment. Could have been deadly.

Rinnai DM 5y

Hi Marguerita D, Thanks for your question.

It would be best to speak to our Technical team who can be contacted on 1300 555 545 and they can assist with your concerns.

Thanks, Rinnai Australia.

Jody5y · Sapphire (Gas Log)

I purchased the rinaai saphire heater late 2018 at Central west heating that has since closed down. We are unable to ignite our heater now?

Rinnai DM 5y

Hi Jody,

Thanks for the question. We would recommend contacting our technical help desk on 1300 555 545 as they will be be able to assist with troubleshooting over the telephone.

Thanks, Rinnai Australia

Rebecca D.5y · Sapphire (Gas Log)

We have inherited a Sapphire fireplace and was hoping to change the front to black instead of the silver one we have. Can you purchase these fronts?

Rinnai DM 5y

Hi Rebecca D, it will depend on the model of the heater, our technical help desk can assist further on 1300 555 545 option 3.

Thanks Rinnai Australia

Quinton5y · Sapphire (Gas Log)

I wrote a review about the poor look of a Gas Log fire, poor flame height and looks . Can anyone from Rinnii fix the problem . Have supplied the model and all data required . Quinton Wilkinson Lake Gardens Ballarat

Rinnai DM 5y

Hi Quinton,

Thank you for your question. We have sent another private message to discuss this matter further.

Thanks, Rinnai Australia

tratra6y · Sapphire Freestanding Console

Can this heater sit on a solid wooden floor ?

Rinnai DM 6y

Hi tratra,

Thank you for the question. We would recommenced contacting our technical help team on 1300 555 545 Option 3 and they can assist you further. Thanks Rinnai

Derek6y · Sapphire (Gas Log)

I have a Sapphire RIB2310, installed in 2010, and I'm very happy with it. The remote contol that came with it was an R2339, which I've never been happy with. Can anyone please tell me if there is a newer remote contol (including thermostat) which will work with this fire? I don't use the program / automatic mode so I just need to turn the fire on and off by remote control and adjust & view the temperature. Thanks in advance.

Rinnai DM 6y

Hi Derek, we would recommend contacting our technical help desk on 1300 555 545 option 3 and they will be able to advise if a newer model of remote is available and its' functionality.

Thanks Rinnai Australia

Derek 6y

Okay. Thanks Rinnai A. I have just checked with them and was told that only the original chunky remote (R2339) will work with my heater.

Mike H6y · Sapphire (Gas Log)

We have the Rinnai Sapphire Gas Log Flame Fire (for 3 years) and wonder why it sometimes, the remote defaults to 15 degrees even through it may have been operating for some time on 20 degrees and set at 20 degrees. It is set on AUTO but does not always maintain the heating setting. Mike

Rinnai DM 6y

Hi Mike, Thank you for the question. We would recommend contacting our technical help team on 1300 555 545 option 3 and they may be able to troubleshoot with you. Alternatively, it may require a service. Thanks Rinnai Australia

Derek 6y

Hi Mike H. I have exactly the same problem but just checked out the remote control manual (my remote is a R2339) and I notice on page 9 that by default, the heater's target is supposed to change to 15 degrees at 8.30am and 10.30 pm when it is in the auto mode. It appears that both the start time and target temperature can be overwritten by following the instructions in the manual.

Mike H 6y

Thanks Derek, I have now set the remote in the Manual Mode and this has solved the issue.

Mike

Charles Zarb6y · Sapphire (Gas Log)

How do I get the glass shield off for cleaning

Rinnai DM 6y

Hi Charles Zarb, Thank you for the question, if you refer to your Rinnai Sapphire Operation Manual, page 22 will guide you through the care and maintenance of your Rinnai Sapphire. Unfortunately, we are not able to safely advise how to remove the glass shield, however this can be done by a qualified technician. We would recommend booking a service call in order to ensure that your Rinnai Sapphire is operating in a safe, efficient manner. Please refer to our website with the following link external link .

Thanks, Rinnai Australia

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