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Troubleshooting Tips from Joey Services, Home of the BBQ Doctor

Save time, money and frustration with the help of Joey Services. Please use the following troubleshooting tips to get the most out of your barbecue. The tips below are provided by Napoleon®, one of our leading suppliers. If you have questions or need more information, please call or check out our FAQ.


Problem: Low heat/low flame when valve is turned to high

Problem: Excessive flare-ups / uneven heat

Problem: Burners burn with yellow flame, accompanied by the smell of gas

Problem: Flames lift away from burner, accompanied by the smell of gas and possibly difficulties in lighting

Problem: Burner will not light with the igniter but will light with a match

Problem: Low heat/low flame when valve is turned to high

Possible causes

  • For propane, improper lighting procedure
  • For natural gas, undersized supply line
  • For both gases, improper preheating


Solution - Ensure the lighting procedure is followed carefully. All gas grill valves must be in the off position when the tank valve is turned on. Turn tank on slowly to allow pressure to equalize. See lighting instructions. Disconnect and reconnect regulator to tank to reset regulator if low flame or low heat has occurred. Pipe must be sized according to installation code. Preheat grill with both main burners on high for 10 to 15 minutes.


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Problem: Excessive flare-ups / uneven heat

Possible causes

  • Sear plates installed incorrectly
  • Improper preheating
  • Excessive grease and ash build on sear plates and in drip pan


Solution - Ensure sear plates are installed with the holes toward the front and the slots on the bottom. See assembly instructions. Preheat grill with both main burners on high for 10 to 15 minutes. Clean sear plates and drip pan regularly. Do not line pan with aluminum foil. Refer to cleaning instructions.


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Problem: Burners burn with yellow flame, accompanied by the smell of gas

Possible causes

  • Possible spider web or other debris
  • Improper air shutter adjustment


Solution – Thoroughly clean burner by removing. See general maintenance instructions. Open air shutter slightly according to combustion air adjustment instructions. This must be done by a qualified gas installer.


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Problem: Flames lift away from burner, accompanied by the smell of gas and possibly difficulties in lighting

Possible causes

  • Improper air shutter adjustment


Solution – Close air shutter slightly according to combustion air adjustment instructions. This must be done by a qualified gas installer.


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Problem: Burner will not light with the igniter but will light with a match

Possible causes

  • Dead battery or installed incorrectly
  • Loose electrode wire or switch terminal wires
  • Wrong replacement igniter


Solution – Replace with heavy duty battery. Check that electrode wire is firmly pushed onto the terminal on the back of the igniter. Check that the lead wires from the module to the ignition switch (if equipped) are firmly pushed onto their respective terminals. One spark systems must use a one spark igniter. Ensure that the collector box is tight and the gap between the electrode end and the collector box is between 1/8” to 3/16” (3mm-5mm). The gap can be adjusted by bending the box in or out. Close air shutter slightly (see previous problem).


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