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Frequently asked questions

I am having problems wiith my grill what do I do?


To add a new question goYou are already in the right place.Have a look through these FAQs on this page.Please also review the owners manual which has detailed troubleshooting section. Scroll to the bottom of this page to download the latest version.If you still can’t find the answer, please send us a message through the pop-up chat on this website, or submit a product support request through the contact us page. to app settings and press "Manage Questions" button.




My Z Grill is makeing a squeaky clunking sound. What can I do?


The auger rotates very slowly to push the wood pellets from the hopper into the fire-pot. The auger is designed to be quite loose and is able to move forward/backward slightly to allow it to break through longer wood pellets. This will sometimes make a squeaking or clunking noise as the pellets break. This is normal operation. Check the length of the wood pellets, if they are longer than 1cm they will make more noise as they will be broken by the auger. Ideally the pellets should be less than 1cm in length. Please note the auger does not run continually. It turns on once every 2mins for short period of time to deliver pellets into the fire-pot.




Why does it take so long for the temperature to drop?


In most cases the grill will be set at a temperature for the whole cook, or start off low and then increase as the cook continues. The grill can quickly increase temperature by delivering more pellets into the fire-pot, but what about dropping the temperature? That is a lot slower as relies on the grill naturally cooling down through heat loss to the surrounding air. If the setting is changed from a high temperature to a much lower temperature the grill can take a very long time (up to an hour) to drop the temperature down. To prevent the fire in the fire-pot from going out, pellets will be periodically delivered into the fire-pot, creating heat. So there is a battle between trying to drop the temperature and keep the fire alight, and that is why it takes so long. So the BEST way to quickly reduce the grill temperature is to turn to Shut Down Cycle. This will turn off the auger (no more pellets) and allow the remaining pellets in the fire-pot to burn out. The cool down speed will rely mostly on the outside temperature and wind speed. Opening the lid will also speed up the cool down. Once the temperature has dropped enough, turn the dial to the desired temperature setting and the ignition rod will turn on and pellets will be delivered into the fire-pot.




My Z Grill is not starting up! What can I do?


The controller screen lights up, I hear the auger motor and fan, but no smoke or fire! Make sure your fire-pot is cleaned of ash. Vacuum it out.Check to see if pellets are dropping into the fire pot (remove the grease tray and baffle plate so you can see).Check to see if the ignition rod in the bottom of the fire-pot is getting dull-red colour after 4-5 min after turning the grill onto Smoke from Shut Down Cycle Controller screen is blank, no fan or auger motor noise. Change to another power supply and ensure the power hasn’t tripped in the house meter box. If power supply is ok, check to see if the fuse in the back of the controller has blown (with power disconnected).If the fuse is ok, the controller may be dead and need to be replaced. Please contact us.




There is smoke comming from the wood hopper! What can I do?


Smoke can begin to rise out of the pellets in the hopper due to back-burn up the auger feed tube to the fire-pot. Turn the controller dial to SMOKE and open both the grill and hopper lids. Check out this video basic operating steps. Why this happens? There are a few possible reasons: 1. Wood dust. Avoid pouring the wood dust in the bottom of the bag of pellets into the hopper as this can lead to back-burn. Some pellets also form a lot of wood dust when they are broken. If getting lots of smoke issues, clean out the grill and try another brand of pellets. 2. Running the grill at a high temperature with the lid open to frequently can result in too many pellets in the fire-pot. 3. Too much ash in the fire-pot can also raise the overall height of the fire in the fire-pot and lead to burn-back. Vacuum out the ash after every 8-10 hours of operation. 4. Turning the grill from HIGH immediately to SHUT DOWN CYCLE can sometimes lead to smoke in the hopper as there is a huge fire in the fire-pot. First turn from HIGH to SMOKE for 10 minutes and then to SHUT DOWN CYCLE. What To Do: Already in Shut Down Cycle 1. Open the hopper and grill lids. 2.Turn the controller dial to SMOKE setting. 3. If after another 10 minutes there is no more smoke coming from the hopper turn the grill to SHUT DOWN CYCLE. 4. If the smoke does not stop appearing from the hopper after 10 minutes, remove all the pellets from the hopper right down to the auger (use vacuum if necessary) and run the controller on High until ALL pellets have cleared from the auger tube. 5. Turn the unit to SHUT DOWN CYCLE. Once the unit has shut-down and is cold, do a thorough clean, vacuuming out all pellets and ash, including in the auger tube (put vacuum suction to the hopper end and then fire pot end). 6. Complete initial startup procedure to prime the auger tube with pellets for normal operation. In the Middle of a Cook 1. Open the hopper and grill lids. You may want to remove your food too. 2. Turn the controller dial to SMOKE setting. 3. If after another 10min there is no more smoke coming from the hopper turn the grill back to the target temperature and continue cooking. 4. If the smoke does not stop appearing from the hopper, remove all the pellets from the hopper right down to the auger (use vacuum if necessary) and run the controller on High until ALL pellets have cleared from the auger tube. 5. Turn the unit to SHUT DOWN CYCLE. Once the unit has shut-down and is cold, do a thorough clean, vacuuming out all pellets and ash, including in the auger tube (put vacuum suction to the hopper end and then fire pot end). 6. Complete initial startup procedure to prime the auger tube with pellets for normal operation. Refer also the troubleshooting section of the owner manual. Please download the latest version from the bottom of this page.




The temperature on the display is very different to the dial setting.


Firstly close the grill lid and let the grill run for at least 10 minutes to see if the temperature stabilises. If the temperature is still very different (more than +/- 10°C) to the dial setting check the following: • Is the fire-pot empty of ash? • Make sure you sure using fresh, dry pellets (should be shiny, very hard and not easy to crumble in your fingers) If the temperature on the display is jumping around rapidly it may indicate a loose temperature sensor connection. • 700 model: Check the cable connection between the grill and controller (tucked down between the hopper and grill drum). • 700 or 450A models: Disconnect power, remove the two screws on the front of the controller, gently pull the controller forward and check the two skinny white sensor cables are tightly secured into the blue or green terminal block. If they are loose the temperature reading will be inaccurate. If none of the above steps fix the issue, please contact us as you may have a fault controller or temperature probe which can easily be replaced.




There is a huge amount of smoke (more than normal). What can I do?


This can happen if the fire-pot is filled with too many pellets and then they ignite. It most commonly occurs if there a large accumulation of ash in the fire-pot which inhibits the normal operation of the ignition rod. To stop this from happening, vacuum out the fire-pot regularly (every few cooks).




An error is showing on the controller screen.


Er1 = Temperature Sensor Failure • Check to ensure the Temperature Sensor cable plug is properly connected. • Check sensor cable connection on the controller board blue terminal block. • If still not working replace the temperature probe. Er2 = Incorrect Startup Setting • Switch the Grill OFF and turn to Shut Down Cycle position • Switch Grill back ON and then turn to SMOKE to start normal operation LEr = Low Temperature Error. • Grill internal temperature below 65oC for 20min • Grill may have run out of pellets or the Ignition Rod is not operating. HEr = High Temperature Error. • Grill internal temperature above 287oC • Turn to Shut Down Cycle position and switch the Grill OFF • Open the Grill Lid then switch the Grill back ON and turn to SMOKE position • Wait until the controller display has dropped below 90oC, then close the Grill Lid
and turn to the desired temperature. • High temperature error can also occur in hot weather when the grill in the direct sun. • Open the Grill Lid and move it into the shade to reduce the temperature.





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