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Troubleshooting

Troubleshooting power recliners

If your power recliner stops working, the issue is often related to power supply, loose connections, or a simple system reset. The steps below will help you identify and possibly resolve the issue.

1. Check the Power Source

  • Plug a different device (like a lamp) into the wall outlet to confirm it is working.
  • Avoid using surge protectors, as recliners may not receive enough consistent power through them.

Transformer box check:

Locate the black transformer box under or behind the recliner. Look for a small indicator light:

  • No light: Not receiving power or transformer failure
  • Red/orange light: Possible internal short or motor issue
  • Light turns off when plugged in: Possible overload or internal wiring issue

2. Reset the Recliner System

  • Unplug the recliner from the wall for at least 2 minutes.
  • Plug it back in and test again.

For wireless remotes (if applicable):

  • Remove remote batteries
  • Unplug the recliner for 10 seconds
  • Plug it back in and press the pairing or "find me" button until it reconnects or beeps

3. Check All Connections

Carefully flip the recliner over (with help if needed). Make sure all cables are securely connected:

  • Motor connection plug (2-pin/D-plug)
  • Hand control or remote cable (5-pin connector)
  • Check for pinched, twisted, or overly tight wires that may be restricting movement.

4. Identify the Possible Failed Part

  • If a remote or button isn't working: Try swapping it with a working one (if available) to isolate the issue.
  • If you hear humming but no movement: The motor may be struggling or damaged.
  • If there is no sound or movement at all: The motor or control box may need replacement.

Battery packs

Many powered furniture pieces use a rechargeable battery pack (often from Enouvation) that allows you to operate features like reclining without being plugged into the wall. If you experience issues with your battery, here are simple troubleshooting steps to help identify and resolve the problem.

Basic Troubleshooting Steps

1. Confirm the Issue

  • Is the recliner not moving, moving slowly, or not powering on?
  • Has the battery been recently charged?

2. Check Connections

  • Ensure the battery is fully and securely connected
  • Look for any loose or damaged plugs or terminals

3. Verify Charging

  • Check if the charger light is on when plugged in
  • Try a different outlet if the light does not turn on

4. Test the Furniture

After a full charge, try operating the recliner again.

5. Reset the Battery

Some batteries reset after being unplugged and reconnected or after a full charge cycle.

When to Escalate for Service

A service review may be needed if:

  • The battery is swollen, dead, or will not charge
  • The furniture still does not operate after troubleshooting
  • Motor or control functions are not working properly

Important Usage Tips

  • Always use the original orange charger provided
  • Do not use third-party chargers
  • If storing furniture for 30+ days, unplug and store the battery safely
  • To preserve battery life, turn it off when not in use for extended periods
  • Batteries naturally drain over time, like a smartphone

Battery Performance Expectations

A fully charged battery can last from several weeks to several months, depending on usage. High-drain features (such as lighting or heat functions) may reduce runtime more quickly than standard reclining functions.

Safety Information

These lithium-ion batteries are tested for safe household use and meet transportation and safety standards. They should not be submerged in water or exposed to open flames.

Need Additional Help?

For further assistance with Enouvation battery products, you can contact support at: [email protected]

Installing table leaves

Table leaves can sometimes be tricky to install due to alignment, movement mechanisms, or natural wood shifts. Below are simple steps to help you resolve the most common issues and ensure your table functions smoothly.

Common Issues & How to Fix Them

Sticky or Hard-to-Slide Tracks

Cause: Dust, debris, or buildup in the glide system

Solution:

  • Vacuum or clean the track area thoroughly
  • Lightly apply a dry lubricant (such as beeswax or silicone spray)
  • Avoid oily products that can attract more dust

Leaves Not Sitting Flush (Uneven Fit)

Cause: Loose hardware or an uneven surface

Solution:

  • Tighten screws and brackets underneath the table
  • Check that the table is on a level surface
  • Adjust leg levelers (if available) to stabilize the table

Leaf Doesn't Fit Properly

Cause: Natural wood movement from humidity changes

Solution:

  • Gently insert the leaf and secure the locking mechanism
  • Leave the table locked for a short period to allow the wood to settle and adjust

Proper Installation Steps

  • Make sure all locking mechanisms under the table are fully unlocked
  • Pull the table evenly from both ends (use two people for larger tables)
  • Align guide pins carefully with the corresponding holes
  • Insert the leaf fully and ensure it sits evenly
  • Lock all mechanisms securely once the leaf is in place

Helpful Tips

  • Always follow any numbered leaf order if your table includes multiple leaves
  • Avoid forcing pieces together, as this may damage the glide system
  • Ensure the table is fully supported and level during installation

Missing Parts?

If hardware such as pins or locks is missing, replacement parts may be available using your table's model number through Ashley Furniture's official parts system.

If issues continue after troubleshooting, we recommend reaching out for further assistance so we can help ensure your table is properly set up and functioning as intended.

Wobbly chairs

A wobbly chair is usually caused by uneven flooring, loose hardware, or slight shifts that happen naturally over time. The good news is that most issues can be fixed quickly with a few simple adjustments.

Easy Fixes for a Wobbly Chair

1. "Settle and Tighten" Method

This is the most effective fix for newly assembled chairs:

  • Slightly loosen the bolts on the chair legs
  • Place the chair on a flat, even surface
  • Sit in the chair (or apply steady pressure) to help the legs settle naturally
  • While weight is applied, retighten all bolts securely

2. Tighten All Hardware

Over time, screws and bolts can loosen due to normal use and humidity changes.

  • Flip the chair upside down
  • Tighten all screws and bolts using the correct tool (screwdriver or Allen wrench)
  • Check periodically as part of regular maintenance

Helpful tip: If screws continue to loosen, a small amount of thread-locking adhesive can help keep them secure.

3. Adjust Floor Glides (if available)

Some chairs include adjustable levelers on the legs:

  • Turn glides clockwise to raise a leg
  • Turn counterclockwise to lower a leg
  • Adjust until the chair sits evenly

4. Level Uneven Floors

If the floor itself is uneven:

  • Add felt pads, furniture shims, or adjustable levelers under the shorter leg
  • This helps balance the chair without affecting stability

Helpful Tip: Wood naturally expands and contracts with temperature and humidity, which can cause slight movement over time. Regular tightening and leveling can help keep your chair stable and comfortable for years to come.

Adjustable bases

If your adjustable base is not responding properly, many issues can be resolved with a simple reset, re-pairing process, or basic troubleshooting steps. Follow the guide below based on your base type.

Ashley Adjustable Base – Reset & Reconnect

  • Unplug the power cord from the outlet
  • Press and hold both the HEAD and HOME buttons on the remote
  • Continue holding until the remote's blue backlight turns off
  • Plug the base back into power
  • Within a few seconds, you should hear an activation sound confirming the remote is reconnected

Sealy / Tempur Base – Pairing & Unlock Steps

Re-pair the remote:

  • Press and hold the PAIR button on the back of the remote
  • The light will flash during pairing
  • When the flashing stops, pairing is complete

Disable Child Lock (if needed):

  • Press and hold HEAD DOWN + FOOT DOWN for 3 seconds
  • Then press and hold HEAD UP + FOOT UP for 3 seconds
  • The remote backlight will flash twice when unlocked

Height Adjustment Issues

If your base legs are adjustable and the height needs correction, a service appointment may be required. These adjustments often require more than one person and should not be attempted without assistance.

When to Contact the Manufacturer

If troubleshooting does not resolve the issue, please contact the appropriate manufacturer directly. A service order should not be created in these cases.

  • Cosmic Base (Models starting with M8X2): 1-833-578-2726
  • Motor Group (Models starting with M9X): 1-800-248-5988
  • ServCo (all other Ashley Brand bases): 1-877-769-0466
  • Tempur Base: 1-800-821-6621
  • Sealy Base: 1-888-447-7108
  • Purple Base (Ergomotion): 1-888-550-3746

Before You Call

To ensure faster support, please have the following ready:

  • You are positioned near the adjustable base
  • The remote is in hand
  • The serial number (usually located on the back of the remote)

Fireplaces

Fire pits and outdoor fire tables are designed for safe outdoor use, but some setup and troubleshooting steps are the customer's responsibility, especially gas and propane connections.

Basic Troubleshooting Steps

Before requesting further assistance, please try the following:

  • Verify that the unit is properly assembled according to the instruction manual (available in Ashley Direct).
  • Ensure all gas or propane connections have been installed correctly by a licensed professional.
  • Confirm that the propane tank is full and properly connected (if applicable).
  • Check that control knobs, igniters, and valves are in the correct position.
  • Make sure no debris, moisture, or blockages are affecting the burner or ignition system.

Important Safety & Setup Notes

  • Gas/propane line installation must be completed by a licensed professional.
  • Delivery teams are not permitted to install or connect gas lines or propane tanks.
  • Incorrect installation may damage the product and will void the manufacturer warranty.
  • Fire pits are for outdoor use only and are not intended for cooking or food preparation.
  • Decorative elements (stones, glass, rocks, etc.) are not installed by delivery teams.

If the Issue Continues

  • If troubleshooting does not resolve the issue with an Ashley-brand fire pit, an exchange may be required.
  • For third-party brands (such as Dimplex, Howard Miller, or Trend), the guest must contact the manufacturer directly for support.

Manufacturer Support (if needed)

  • Dimplex fireboxes: 888-346-7539
  • Other brand-specific support should be directed to the manufacturer's customer service team

Connecting sectionals

Sectionals are designed to connect securely using built-in brackets, but alignment issues can happen due to flooring, bracket type, or assembly position. Below are simple steps to help you get your sectional properly connected and stable.

Common Sectional Connection Types & How to Fix Them

1. Alligator Clip (Toothed Brackets)

These look like interlocking metal "jaws."

Issue: Pieces won't lock or keep sliding apart.

Fix:

  • Make sure the moving "jaw" is fully open before pushing the pieces together.
  • Align both sections carefully and push firmly until the teeth catch and lock.
  • If they still won't connect, check for uneven flooring that may be preventing alignment.

2. Slide / Drop-In Brackets (Hook & Slot System)

One side hooks down into a slot on the other piece.

Issue: Hard to lift and drop into place.

Fix:

  • Use a small flat object (like a wood block or sturdy book) under the receiving side to raise it slightly.
  • Gently lower the matching piece into the slot instead of forcing a lift.

3. Pin & Post Connectors (Modular Sectionals)

Common in modular styles where pieces connect via metal pins.

Issue: Pieces still shift after being "connected."

Fix:

  • Confirm pins are fully seated into the receiving brackets.
  • If movement continues, check that all screws and frame hardware are tight.
  • Some modular designs may allow minor movement unless additional connectors are installed.

General Tips for Best Results

  • Remove cushions first to make the pieces lighter and easier to align.
  • Check your flooring — uneven floors are a common reason sectionals won't line up correctly.
  • Level the pieces using felt pads or small furniture levelers if needed.
  • Inspect brackets and hardware to ensure nothing is loose or bent.
  • Align slowly and evenly — forcing pieces can bend brackets or damage the frame.

General power/electrical issues

If your power furniture (recliners, sectionals, or other powered pieces) stops working, the issue is often related to power connection, reset needs, or a component failure. Before assuming the item is defective, try the following simple checks.

Step 1: Confirm Power Supply

  • Make sure the furniture is plugged into a working wall outlet
  • Test the outlet by plugging in another device (like a lamp)
  • Check your home's circuit breaker in case it has tripped

Step 2: Check the Power Indicator

Locate the transformer/power box (usually under or behind the furniture):

  • Green light ON: Power is reaching the unit
  • No light: The unit is not receiving power (check outlet and connections)
  • Light turns off when plugged in: Possible overload or internal short

Step 3: Perform a Reset

  • Unplug the power cord from the wall outlet
  • Wait at least 2–5 minutes
  • Plug it back in and test again

Step 4: Inspect All Connections

  • Ensure all cords are fully plugged into the power box
  • Check for loose, bent, or damaged connectors
  • Look for pinched wires or overly tight zip ties under the furniture

If available, unplug and firmly reconnect:

  • Motor connections
  • Hand control or button connections
  • Transformer connections

Step 5: Identify the Symptom

  • No movement, but power light is on → likely switch/control issue
  • Humming or clicking but no motion → possible motor or mechanism issue
  • No sound or movement at all → likely motor or power component failure

Step 6: Additional Troubleshooting Support

If the issue continues, a live video troubleshooting session with a technician may be available to help identify the exact cause.

Firebox / Fireplace Units (If Applicable)

  • First confirm the unit is receiving power using the steps above
  • Additional setup instructions can be found in Ashley Direct under assembly guides
  • If troubleshooting fails, service depends on brand: Ashley brand may require replacement or exchange; third-party brands (e.g., Dimplex, Howard Miller, Trend) should contact the manufacturer directly

Stuck drawer

If a drawer is stuck, difficult to open/close, or not sliding smoothly, the issue is usually related to the track system, an obstruction, or alignment. Below are simple steps to help identify and resolve the problem.

Step 1: Check for Obstructions

  • Fully open the drawer (if possible)
  • Look inside the cabinet and behind the drawer for fallen items or loose objects blocking the track
  • Remove anything that could be preventing movement

Step 2: Identify Your Drawer Type

Metal Ball-Bearing Glides (Most modern furniture)

These are side-mounted metal tracks with smooth rolling bearings.

To remove the drawer:

  • Fully extend the drawer
  • Locate the small release levers on both sides of the track
  • Push one side up and the other side down at the same time while gently pulling the drawer straight out

If the drawer feels stuck or "gritty":

  • The ball-bearing track may be misaligned
  • Remove the drawer and slide the metal rails on the cabinet side all the way forward before reinstalling

Optional improvement: Use a dry lubricant (such as white lithium spray or drawer-slide lubricant). Avoid WD-40, as it can attract dust and make sticking worse over time.

Wood or Center Wood Glides (Older styles)

These drawers slide on wood-on-wood contact.

To improve movement:

  • Rub wax (beeswax, paraffin, or an unscented candle) along the drawer runners and contact points
  • This reduces friction and helps the drawer glide smoothly

If the drawer is still sticking:

  • Check for swelling or rough spots in the wood
  • Lightly sand problem areas with fine sandpaper (220 grit), then reapply wax
  • Make sure the dresser is level — an uneven frame can cause drawers to shift and stick

Soft-Close Drawers

If the drawer will not stay closed or soft-close is not working:

  • Check the soft-close mechanism inside the cabinet rails
  • Make sure the pins are pulled forward into the "ready" position so the drawer can properly catch and engage

If the drawer still does not operate correctly after these steps, the track system may be damaged or misaligned and may require replacement parts or service support.

Center support legs of a bed / sinking mattress

If your bed feels like it is sinking in the middle, the cause is often related to center support legs or foundation support rather than the mattress itself. These supports are designed to keep the bed frame level and evenly distribute weight.

Checking and Adjusting Center Support Legs

Start by inspecting the center support legs under the bed frame:

  • Make sure the legs are touching the floor: If they are not fully making contact, the center rail can bow downward, which may cause sagging.
  • Adjust the height if needed: Many center support legs have a threaded or adjustable foot. Turn it clockwise to extend the leg until it firmly reaches the floor.
  • Secure the setting: Tighten any locking ring or wing nut, so the leg stays in place and does not shift over time.
  • Check alignment: Ensure the legs are straight up and down. Leaning or angled legs can reduce support and may eventually bend or break under pressure.

If the Mattress Still Sinks

If the support legs are properly adjusted and the issue continues, the foundation beneath the mattress may need reinforcement:

  • Check bed slats: Look for cracked, bowed, or widely spaced slats. Gaps larger than about 3 inches can allow the mattress to dip between them.
  • Add support if needed: A bunkie board or a solid sheet of plywood can help create a more even surface and reduce sagging.
  • Rotate the mattress: Turning the mattress 180 degrees can help even out wear, especially if the dip is in one area.

Additional Tip

Placing non-slip pads or a rug under the bed legs can help reduce shifting over time and keep the frame more stable on smooth flooring.

If the issue continues after these adjustments, it may be related to the foundation or frame condition and should be inspected further.

Cushions are sliding

Cushions sliding out of place is a common issue and is usually related to fabric smoothness, cushion weight, or normal movement during use. In most cases, it can be corrected with simple, non-permanent solutions.

Easy Fixes You Can Try at Home

  • Non-slip pads or rug grip liners: Place a rubber shelf liner or non-slip rug pad under the cushions. These add friction and help keep cushions in place without altering your furniture.
  • Yoga mat method: A cut piece of a basic yoga mat placed on the sofa base can also help reduce movement due to its textured surface.
  • Velcro strips: Heavy-duty hook-and-loop strips can be applied to the cushion bottom and frame for a stronger hold. Note: This may limit the ability to flip or rotate reversible cushions.

Purpose-Built Solutions

  • Cushion gripper pads: Products designed specifically for furniture cushions (such as non-slip cushion mats) provide a more durable grip and are designed to handle daily use.
  • Small grip pads for chairs or ottomans: Adhesive grip dots or pads can help stabilize smaller seating areas or accent pieces.

Helpful Maintenance Tip (Back Cushions)

If back cushions are also slipping or losing shape:

  • Look for a hidden zipper along the bottom or back edge.
  • Open the cushion and gently fluff the filling to redistribute it evenly.
  • This helps restore shape and reduces shifting over time.