1.My grill isn't working properly, how can I get help?
- You’re in the right place! Browse our FAQs for more information about your Z Grill. You can also consult your owners’ manual, which has a detailed troubleshooting section. If you still can’t find your answer, please contact us through our website’s pop-up chat or submit a product support request.
2.My grill is making squeaking or clunking noises.
- It’s normal for your Z Grill to make some squeaking or clunking noises. The auger slowly rotates to push pellets from the hopper into the firepot. The auger is designed to be quite loose and can move forward and backward slightly, allowing it to break through longer wood pellets. (Note that the auger does not run continually; it only turns on once every two minutes to deliver pellets into the firepot.) If your wood pellets are longer than 1cm, they will make more noise in the auger as they are being broken. Ideally, your wood pellets should be less than 1cm in length.
- Ensure your firepot is clean of ash and vacuum it if necessary. Remove the grease tray and baffle plate to see if pellets are dropping into the firepot. Check to see if the ignition rod is turning a dull red color after 4-5 minutes after turning the grill onto Smoke mode (from the Shut Down Cycle).
4..My grill isn’t starting, and the controller screen is blank.
- Connect your grill to a different power supply and ensure the power hasn't tripped in your meter box. If your power supply is okay, disconnect your power and check to see if the fuse in the back of the controller has blown. If the fuse is okay, please contact us as your controller may need to be replaced.
- Smoke may begin to rise from the pellets in the hopper if there is a backburn running up the auger feed tube to the firepot. Smoke may occur because of wood dust, running the grill at a high temperature and constantly opening the lid, having too much ash in the firepot, or turning the grill from High immediately to the Shut Down Cycle. Turn your controller dial to Smoke and open the grill and hopper lids to release the smoke. If the smoke has stopped after 10 minutes, turn the grill to the Shut Down Cycle. If not, remove all pellets and run the controller on High until all pellets have cleared the auger tube. Return the unit to the Shut Down Cycle, then do a thorough cleaning of all pellets and ash. Complete the initial startup procedure to prime the auger tube with pellets for normal operation.
6.There is smoke in the wood pellet hopper, and my grill is in the middle of a cook.
- Open the hopper and grill lids and remove your food if desired. Turn the controller dial to the Smoke setting. If the smoke has stopped after 10 minutes, turn the grill back to the target temperature and resume cooking. If not, remove all pellets and run the controller on High until all pellets have cleared the auger tube. Return the unit to the Shut Down Cycle, then do a thorough cleaning of all pellets and ash. Complete the initial startup procedure to prime the auger tube with pellets for normal operation.
7. The temperature on the display is very different from the dial setting.
- Close the grill lid and let the grill run for 10 minutes or more to see if the temperature stabilizes. If the temperature is off by 50 degrees or more, check if the firepot is empty of ash and ensure you are using fresh, dry pellets.
86.The temperature on the display is jumping around rapidly.
- This may indicate a loose temperature sensor connection. For 700 models, check the cable connection between the grill and the controller. For 700 or 450A models, disconnect the power, remove the two screws on the front of the controller, and gently pull the controller forward. You will see two skinny white sensor cables, which should be tightly secured into the blue or green terminal block. If they are loose, the temperature reading may be inaccurate. If none of these steps solve the issue, please contact us.
9.There is a huge amount of smoke.
- Excess smoke may occur if the firepot is overfilled with pellets and they ignite. This most commonly occurs if there is a large accumulation of ash in the firepot, which inhibits the normal operation of the ignition rod. To prevent this, vacuum out your firepot between every few cooks.
10.The controller screen shows an error.
See our video on basic operating steps to understand what each error message means.
- Er1: Temperature Sensor Failure. Ensure that the Temperature Sensor cable plug is properly connected, and the sensor cable connection is tight on the controller board’s blue terminal block. If your grill is still not working, replace the temperature probe.
- Er2: Incorrect Startup Setting. Switch the grill OFF and turn the controller dial to the Shut Down Cycle position. Switch the grill back ON and turn the controller dial to Smoke to start normal operation.
- LEr: Low Temperature Error. This message displays when the grill’s internal temperature has been below 150 degrees Fahrenheit for 20 minutes. The grill may have run out of pellets, or the ignition rod may not be operating.
- Her: High Temperature Error. This message displays when the grill’s internal temperature has reached higher than 550 degrees Fahrenheit. Turn your controller dial to the Shut Down Cycle position and turn the grill OFF. Open the grill lid, switch the grill back ON, and turn the controller dial to the Smoke position. Wait until the controller display shows a temperature under 194 degrees, then close the grill lid and turn to your desired temperature. You may also see this message if your grill is in direct sunlight; open the grill lid and move your grill into the shade to reduce the temperature.