Heatsurge Firplace Flame does not move/change size?

Greetings-I have a 2 year old heatsurge fireplace - for some reason the size of the flame does not change. The lightbulbs are fine, I hit the reset button & even placed my hand inside between the lights as they suggested at Heat surge & the cylinder is oin place. I have not moved it - so don't know how to get it to work. Don't feel like dismantling everything & paying $100 bucks for someone 1/2 hour away to look at it-please help...thank you