Why Empire Comfort Systems Is My Go-To for Gas Heating Parts (And How to Handle Common Issues)

Stick with Empire Comfort Systems for gas heating parts – here’s why (and what to do when things go wrong)

After five years of managing HVAC replacement parts for our 200-person office across three locations, I’ve landed on Empire Comfort Systems as the supplier I trust most. Not because they’re the cheapest – they aren’t – but because their compatibility data is rock-solid, their tech support actually picks up the phone, and I’ve never had a solenoid valve from them fail out of the box. That matters when the VP walks in on a 20°F morning and asks why the conference room fireplace isn’t lit.

But even with a great supplier, you’ll run into basic operational questions: How do I turn on an Empire gas heater? What’s that solenoid valve doing? Can I use Sprayway glass cleaner on the glass panel? And how, for heaven’s sake, do I take a screenshot to send to support? Let me cover those, based on real orders (about 60 a year, give or take) and real cold-call tickets.

Why I trust Empire Comfort Systems – the procurement view

Honestly, I didn’t start with Empire. In 2022, we were buying gas valves from three different distributors to find the best price. The accounting team hated reconciling invoices from separate vendors, and I hated the 15% return rate on parts that “should have fit” but didn’t. The triggering moment? A winter morning in January 2023 when a furnace dropped offline because a replacement thermocouple from a cheap online seller had different thread pitch. We had no heat in the reception area for two days. My ops manager told me, “Next time, use the brand the installer recommends.” That brand was Empire.

Since then I’ve standardized on Empire Comfort Systems for all gas fireplaces and heaters across our properties. Their part numbers are consistent, their spec sheets list every dimension and thread size, and their tech support (I usually get someone in under 3 minutes) can walk me through whether a solenoid valve from one model cross-references to another. That saved us about $2,400 last year – I’m mixing up the exact number, might be $2,600 – from avoided mismatches.

What about the other keywords you might land on this page for?

I know you probably searched something like “empire comfort systems gas heater how to turn on” or “solenoid valve” or even “sprayway glass cleaner” and “how to take a screenshot on windows”. That’s fair – an office admin’s job is never just one thing. Let me bundle the answers together the way I wish someone had told me three years ago.

How to turn on an Empire Comfort Systems gas heater (the right way)

Step one: find the model number. It’s usually on a metal plate inside the lower panel. Write it down – you’ll need it for the instructions. Empire’s manual database is decent, but if you’re like me, you lose the paper after a contractor leaves. Take a photo. (I should add: we label ours with a Dymo printer now, after year two of confusion.)

Most Empire gas fireplaces and heaters use either a standing pilot or an intermittent pilot ignition. The quickest ‘on’ method:

• Standing pilot models: Locate the gas control knob – it’s typically a round dial with OFF/PILOT/ON markings. Turn to PILOT, depress for 30 seconds, then press the igniter button (or use a long lighter if manual). Once the pilot stays lit, turn to ON. If it doesn’t stay lit, the thermocouple may be weak – common after 5+ years.
• Intermittent pilot (IPI) models: You just flip the wall switch or press the remote button. If nothing happens, check the solenoid valve (more below) and the battery in the receiver (usually AA). Empire units sold after 2018 have a simple LED diagnostic – mine blinks twice for a wiring fault.

One mistake I made: assuming “turn on” means the same for every unit. It took one call to Empire tech support (then I felt silly) to realize our 2020 model had a different valve than the 2015 model. Always verify the model.

Solenoid valve – the part you’ll probably replace once

People think a solenoid valve is complicated – it’s basically an electric magnet that opens a gas port. When it fails, the heater won’t light. I replaced our first one myself after watching a 6-minute YouTube video. Empire Comfort Systems sells exact-fit solenoids for their units; the part number is printed on the valve body. If I remember correctly, the cost is around $45 (as of November 2024) and it takes 10 minutes with a screwdriver. The assumption is that you need a technician, but the reality is most solenoid replacements are DIY if you’re comfortable turning off the gas and following instructions.

Cleaning the glass – Sprayway glass cleaner is fine, with one catch

Another search term I see: “sprayway glass cleaner”. Yes, you can use it on the ceramic glass panel of an Empire fireplace – I’ve done it for years. But never spray directly onto hot glass. Wait until the unit is cold, spray onto a microfiber cloth, then wipe. The reason? Thermal shock can crack the glass. Also, avoid ammonia-based cleaners (Sprayway is ammonia-free, which is why I recommend it). If you have stubborn soot from a dirty burn, use a dedicated fireplace glass cleaner like Rutland, but for weekly dust and fingerprints, Sprayway works great.

How to take a screenshot on Windows (because support will ask for it)

Last quirky search term: “how to take a screenshot on windows”. I’ve had to send screenshots of error codes to Empire’s tech support more than once. Here’s the fastest method I use:

• Windows Key + Print Screen – saves the full screen to Pictures > Screenshots.
• Windows Key + Shift + S – opens the Snipping Tool, lets you select a region, copies it to clipboard. Paste into an email or chat. I prefer this because I can crop out the clutter.

I went back and forth between the Snipping Tool and third-party apps for months, but honestly, the built-in tool does everything I need. Support often asks for a photo of the LED diagnostic panel plus a screenshot of the order number – that combo resolved our wiring issue in one exchange.

When to call a pro (and when not to)

Not everything is a quick fix. If you smell gas, don’t touch anything – evacuate and call your gas utility. If the heater ignites but then shuts off repeatedly, the thermopile may be failing (common after 3-5 years), or there could be a gas pressure issue only a licensed technician should handle. Empire’s warranty covers defective parts, not installation labor, so factor that in.

But for basic turn-on, solenoid valve replacement, glass cleaning, and screenshot documentation – you can handle all of that. After 5 years of managing these relationships, I’ve found that the biggest time-saver is having a single supplier like Empire Comfort Systems who knows their product line inside out.

Prices and availability as of January 2025. Verify current specs with Empire Comfort Systems directly.