Customer Support

Troubleshoot

Problem	Cause	Corrective Action
Electrode does not spark / no sound / burner lights with match but not with the igniter	Electrode wires unplugged / Multi Spark ignition wires unplugged	Confirm that the electrode wires and Multi Spark ignition wires are plugged-in correctly to the Electronic Ignition box. Proper connection can often be restored by simply disconnecting and reconnecting the various electrode wires.
	Electrode Fouled / Electrode or burner is wet	Wipe the electrode with a soft, clean cloth. If electrode has any build up of grease or corrosion, lightly sand electrode tip and clean with alcohol.
	Electrode porcelain or ceramic insulator cracked	If cracks are found, replace electrode.
	Electronic Ignition battery is dead	The battery located in the Electronic Igniter Module may be dead. Replace battery. The correct position is with the (+) end down. Do not leave battery within Electronic Ignition box for extended periods, if Barbecue is not in use. Battery acids and corrosion can result causing permanent damage to the Electronic Ignition box.
	Battery cap not threaded properly	Remove the Electronic Igniter battery cap and re-attach. Ensure that the cap is properly positioned without cross threading.

Problem	Cause	Corrective Action
Electrode sparks but the burner will not light/ burner lights with match but not with the igniter	Regulator Flow Limiting Device activated	Reset the regulator Flow Limiting Device and perform a leak test to ensure that the Flow Limiting Device was not activated due to a leak in the system.
	Blockage within Double Burner	Burner maintenance must be performed to remove any blockages within the Venturi tubes that are enabling the burner from lighting.
	Low fuel, no fuel, or gas source not opened	Check the LP cylinder fuel level and re-fill if necessary. Open the cylinder valve if closed.
	Venturi tubes not properly seated over valve gas jet	Burner must be installed correctly over top of the valve gas jet.

Problem:	Identifying the cause
Burner will not light (with igniter or match)	Low or out of propane Cylinder or the gas supply valve is turned off Positive connection has NOT been made between the tank and the regulator. Regulator will not allow fuel in the line The Flow Limiting Device in the regulator has been activated Manifold valve assembly is damaged
Fire at control knob and control panel = Flash Fire	Burner port holes and/or Venturi tubes are blocked Burner is improperly seated on valve gas jet
Yellow smoky flames	Blocked Venturi tubes Excess cooking salts on burner
Flame blows out on LOW	Flow Limiting Device has been activated High Wind condition – Adjust the placement of Barbecue to shield from wind Propane is running low Burner improperly seated on valve gas jet Heat Distribution plates are not in position NATURAL GAS MODELS: Installation issues related to incorrect size supply line installed and /or Water Column supply is not adequate for a Barbecue BTU rating of this grill. Do not use a longer Natural Gas hose than is supplied with your grill.
Burner does not get hot enough	Barbecue needs to be preheated for 5 to 10 minutes with a closed lid. Outside temperatures will affect the amount of preheat time required. Flow Limiting Device in regulator has been activated and requires resetting NATURAL GAS MODELS: Installation issues related to incorrect size supply line installed and /or Water Column supply is not adequate for a Barbecue BTU rating of this grill. Do not use a longer Natural Gas hose than is supplied with your grill.
Low or incomplete flame (assuming burners and Venturi tubes are free and clear of blockages)	Proper start up and shut down procedure not followed Flow Limiting Device in regulator has been activated and requires resetting Flame Tamers (heat plates) are missing or not in position NATURAL GAS MODELS: Installation issues related to incorrect size supply line installed and /or Water Column supply is not adequate for a Barbecue BTU rating of this grill. Do not use a longer Natural Gas hose than is supplied with your grill.
Too much heat / Excessive flare up	Excessive fat in meat Grease drain plugged Cooking system including flame tamers and cooking grates have a build up of grease that must be removed Lower casting of the Barbecue is clogged with grease Cooking on lower temperature setting. Reduce temperatures according to type of foods being cooked.