Support

Check here first for answers to your questions, and if you cannot isolate and resolve your issue, we’ll be happy to help at our toll-free number. Feel free to click on our video troubleshooting clips, as well.

Troubleshooting Videos

Hose Leak Check
Igniter Adjustment
Main Burner Replacement
Propane Connection
Venturi Adjustment

Frequently Asked Questions

main faq

  • Check to see if the quick-connect is properly attached. (Limited to certain models only.)
  • If there is not a quick-connect, check for tape at the connection that was left from the original packaging. Remove the tape and reconnect.
  • Check orifices for blockage. If blockage is apparent, clear it with a pin or needle.
  • WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five (5) minutes for the gas to dissipate, before trying to ignite the burner again.
  • The burner cross-over channel may be dirty.
  • Remove the main burner.
  • Turn the burner upside down and find the cross-over channel. (A space where the gas crosses over to the other side of the burner.) Clear the cross-over channel with a blade or hacksaw until the channel is clear.
  • Please be very careful when operating an outdoor grill as they are designed to heat up very quickly.
  • Do not leave the grills operating while unattended.
  • Do not preheat for more than two minutes at 350 degrees or higher.
  • After preheating, always turn the heat down to low.
  • Make sure the gas is on at the propane tank.
  • Make sure the igniter tip is sparking.
  • Before you turn the knob all the way to get a spark, press down on the knob to bleed out some gas (about 3 – 5 seconds). Turn the knob off and wait five (5) minutes for the gas to dissipate, and then turn the burner all the way to get a spark.
  • Make sure the burner ports are clear of debris.
  • Make sure there is a good battery in the ignition compartment.
  • Make sure the positive side of the battery is facing you when inserted.
  • Make sure that the two metal fingers for the igniter are closed enough to make a spark.
  • Make sure the rotisserie ignition wire is plugged into the rotisserie ignition box.
  • WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five (5) minutes for the gas to dissipate, before trying to ignite the burner again.

Turn the valve on the propane tank off, unscrew the regulator, and then screw it back on. That will reseat the regulator.

  • Make sure the socket is working by trying out another appliance in same socket.
  • Make sure the weight on the Rotisserie bar does not exceed 25 pounds.
  • Make sure the Rotisserie bar is fully inserted into the motor.
  • Make sure the temperature gauge is working properly.
  • Check for gas leaks by spraying soapy water on all gas connections.
  • If you smell gas at all, turn the valve on the propane tank off and call Customer Service.
  • Make sure you are not running natural (NG) on a propane grill (LP).

Natural gas has been regulated & reduced in pressure by the time it reaches your house.

Liquid propane contains more carbon than natural gas and can burn up to three times hotter. Natural gas makes up for the difference in temperature by using larger orifices to let the proper amount of fuel through. Natural gas burns cooler, cleaner, and longer.

  • You may have to open up the venturi valve to get more air mixed in with the gas.
  • The burners might be dirty and need cleaning.
  • The regulator may need replacing.
  • The burners may need replacing.
  • The regulator most likely has a leak.
  • Immediately turn the valve on the propane tank off and call Customer Service.
  • Push and turn the searing burner knob to “High” and hold for 4-5 seconds while pushing the igniter button until the burner is lit.
  • Continue to hold the searing burner knob in the high position for another 15 seconds to ensure it remains ignited, and then release the knob.
  • WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five (5) minutes for the gas to dissipate, before trying to ignite the burner again.