Problem | Possible Causes | Solution |
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Excessive | Sear plates installed incorrectly. | Ensure sear plates are installed with the holes towards the |
heat. |
| front, and the slots on the bottom. See assembly instructions. |
| Improper | |
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| minutes. |
| Excessive grease and ash build | Clean sear plates and drip pan regularly. Do not line pan |
| up on sear plates and in drip pan. | with aluminum foil. Refer to cleaning instructions. |
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Burners burn with yellow | Possible spider web or other | Thoroughly clean burner by removing. See general |
flame, accompanied by the | debris, or improper air shutter | maintenance instructions. Open air shutter slightly according |
smell of gas. | adjustment. | to combustion air adjustment instructions. |
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Flames lift away from | Improper air shutter adjustment. | Close air shutter slightly according to combustion air |
burner, accompanied by the |
| adjustment instructions. |
smell of gas, and possibly |
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difficulties in lighting. |
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Burner will not light with the | Dead battery / or installed | Replace with heavy duty 'AAA' battery. Install with positive |
igniter, but will light with a | incorrectly. | terminal up. |
match. | Loose electrode wire. | Check that electrode wire is firmly pushed onto the terminal |
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| on the back of the igniter. |
| Wrong replacement igniter. | One spark systems must use a one spark igniter. |
| Improper gap at electrode tip. | Ensure that the collector box is tight, and the gap between the |
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| electrode end and the collector box is between 1/8 - 3/16". |
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| The gap can be adjusted by bending the box in or out. |
| Lifting flames on burner. | Close air shutter slightly - see previous problem. |
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Humming regulator. | Normal occurence on hot days. | This is not a defect. It is caused by internal vibrations in the |
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| regulator, and does not affect the performance or safety of the |
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| gas grill. Humming regulators will not be replaced. |
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Burners will not crosslight | Plugged ports along back of | Clean burner ports. See burner maintenance instructions. |
each other. | burner. |
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"Paint" appears to be | Grease build up on inside | This is not a defect. The finish on the lid and hood is porcelain, |
peeling inside lid or hood. | surfaces. | and will not peel. The peeling is caused by hardened grease, |
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| which dries into |
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| cleaning will prevent this. See cleaning instructions. |
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ORDERING REPLACEMENT PARTS
Before contacting the customer service department, check the NAC web site for more extensive cleaning, maintenance, troubleshooting and part replacement instructions at www.napoleongrills.com. Contact the factory directly for replacement parts and warranty claims. The customer service department is available between 9 AM and 5 PM (Eastern standard time) at
1. Model and serial number of the unit.
2. Part number and description.
3. A concise description of the problem ('broken' is not sufficient).
4. Proof of purchase (photocopy of the invoice).
In some cases the customer service representative may request to have the parts returned to the factory for inspection, before providing replacement parts. The parts must be shipped prepaid to the attention of the customer service department with the following information:
1. Model and serial number of the unit.
2. A concise description of the problem ('broken' is not sufficient).
3. Proof of purchase (photocopy of the invoice).
4. Return Authorization number - provided by the customer service representative.
Before contacting customer service, kindly note that the following items are not covered by the warranty: |
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