Do you have the optional outside air pipe hooked up or are you running without one?

Andy - I am interested in purchasing an Accentra. How do you like this unit? I'm considering the Quadra Fire Castile but think the Accentra is still superior. Any thoughts?

I have the accentra fireplace insert love it except for the thing that holds the hopper door open that wears out n 2 years but replaced free
i have outside air but mine has the outside air coming inside of the double wall exhaust pipe so it get preheated before burning

Check the air intake attached to the feeder, there's a little flapper that may be stuck closed.