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 the valve is turned to high
Solution - Ensure the lighting procedure is followed carefully. All gas BBQ valves must be in the off position when the tank valve is turned on. Turn the tank on slowly to allow pressure to equalize. See lighting instructions. Disconnect and reconnect the regulator to the tank to reset regulator if a low flame or low heat has occurred. The pipe must be sized according to the installation code. Preheat the BBQ with both main burners on high for 10 to 15 minutes.
Problem: Excessive flare-ups / uneven heat
Solution - Ensure sear plates are installed with the holes toward the front and the slots on the bottom. See assembly instructions. Preheat BBQ with both main burners on high for 10 to 15 minutes. Clean sear plates and drip pan regularly. Do not line the pan with aluminum foil. Refer to cleaning instructions.
Problem: Burners burn with a yellow flame, accompanied by the smell of gas
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.
Problem: Burner will not light with the igniter but will light with a match
Solution – Replace with a heavy duty battery. Check that the 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 the previous problem).