Home > Owners > FAQ

Frequently Asked Questions (FAQ)


RANGE | HOOD | OUTDOOR




If the BBQ grill is instructed for natural gas and an orifice kit is included, this unit is convertible to natural gas.


This accessory can be purchased at any local retail store.


Natural gas has been regulated & reduced in pressure by the time it reaches your house. Liquid propane contains more carbon than natural gas and can burn up to three times hotter. Natural gas makes up for the difference in temperature by using larger orifices to let the proper amount of fuel through. Natural gas burns cooler, cleaner, and longer.


If the item is concealed in a small box and the pellets do not drop into the firebox, you are able to use the feature.


The main lid must be opened when igniting the BBQ grill.


There are many reasons as to why your gas grill isn't lighting. Make sure to check the burners, ignition battery, electrode wires, and the propane tank.

Burners: Check that the grill burner is engaged with the control panel, and make sure your valves are positioned inside the burner tubes. The grill burners could be blocked if your grill doesn't light. Pests, spider webs or other debris could be blocking them.

Battery: Make sure that the ignition batter is not dead. If it is, you'll need to replace your igniter battery. Ensure the battery is correctly positioned. Check to make sure that the battery electrodes are not wet, oxidized, or slightly corroded. You may need to remove the battery and clean off electrodes with a dry cloth or with alcohol wipe. Reinstall battery.

Electrode wires: Make sure that the electrode wires are connected properly. Reconnect the wires or replace the electrode wire assembly. Check that the electrode tip is in the right position. The electrode should be pointing toward the gas port opening on a burner. The distance should be 1/8 inch to 1/4 inch. Adjust as necessary. If your grill won't light, it could be because you have dirty electrode terminals. Clean them with rubbing alcohol and a clean cotton swab. If your grill is not lighting, are you seeing sparks at your electrodes? If so, you may have a damaged electrode that will need to be replaced. Please call our customer service at 1-888-909-8818 to resolve the issue.

Propane tank: Make sure the propane tank is connected to the grill properly. If your grill isn't connected correctly, you could have trouble lighting it. Make sure the coupling nut and propane tank cylinder valve are fully connected. Turn the coupling nut approximately one-half to three-quarters additional turn until a solid stop. Tighten by hand only. Do not use tools or you could strip the threads.


All NXR grills provide a chain with a lighting rod attached to it. The rod is used to hold a match to manually light the burners of the grill as a backup.


Find the lighting hole on the side of the grill. Place the match inside the curled end of the lighting rod and light the match. Turn on the gas to the burner closest to the hold and insert the lit match through the hole. Once the first burner is lit, turn on adjacent burners. When all the burners are lit, the operation of the grill is the same.


Consistent cleaning of the cooking grates and the inside surface will help prevent grease fires. Without proper cleaning, heated grease can accumulate, liquefy, and vaporize; which can ignite a fire. If this happens, turn off the gas and leave the lid open to let the grease burn off. DO NOT use water on grease fire. Water can spread the fire instead of putting it out. If the flames persist or increase in intensity, use a fire extinguisher or clear the area and call the fire department.


If the humming sound is not accompanied by the smell of gas, there is no need to be concerned. This is not uncommon. The sound is caused by the vibration of the rubber diaphragm inside the regulator, which may be affected by a number of reasons including: outside air temperature, humidity, barometric pressure, and gas level within the tank. It may also come and go with the weather.

You may continue to let your grill hum or reseat the regulator. To do so, turn the valve of the propane tank off, unscrew the regulator, and then screw it back on.


Make sure the temperature gauge is working properly. Look for gas leaks by spraying soapy water on all gas connections. Check you are not running natural gas (NG) on a liquid propane grill (LP). If you smell gas at all, turn the valve on the propane tank off and call our customer service at 1-888-909-8818.


Proper gas flame appearance: Natural gas should have blue games with a white base and a little yellow near the edge of the white base. Liquid propane should have blue flames with a little yellow on the tip.

The most common cause of yellow flames is low gas pressure from the regulator, which is an easy fix that you can do at home. Open the grill lid. Turn off all knobs on the control panel in front. Turn off the tank knob. Disconnect the regulator from the propane tank and wait 30 seconds. Reconnect the regulator to the propane tank. Slowly open the propane tank knob all the way open. Turn on the appropriate control knob and light the grill per the instructions on the control panel.

If these steps helped, you can prevent the regulator from getting stuck again. You’ll want to make sure that you turn off the control knobs before turning off the valve on the propane tank. But, if this doesn't help and the flames are large and still yellow, you may need to replace the regulator. Call our customer service at 1-888-909-8818 if the problem continues.

Fuel leak is another common cause for yellow flames, you may have a propane leak. Try testing for a leak.


Please be very careful when operating an outdoor grill as they are designed to heat up very quickly. Do not leave the grills operating while unattended. Do not preheat for more than two minutes at 350 degrees or higher. After preheating, always turn the heat down to low.


Turn the front of your grill to face the wind, or increase the flame height by turning gas valve to a higher position.



Push and turn the searing burner knob to “High” and hold for 4-5 seconds while pushing the igniter button until the burner is lit. Continue to hold the searing burner knob in the high position for another 15 seconds to ensure it remains ignited, and then release the knob.

WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five (5) minutes for the gas to dissipate, before trying to ignite the burner again.


The regulator most likely has a leak. Immediately turn the valve on the propane tank off and call our customer service at 1-888-909-8818 to diagnose and resolve the issue.


Check for tape at the connection that was left from the original packaging. Remove the tape and reconnect. Check orifices for blockage. If blockage is apparent, clear it with a pin or needle.

WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five (5) minutes for the gas to dissipate, before trying to ignite the burner again.


The burner cross-over channel may be dirty. Remove the main burner. Turn the burner upside down and find the cross-over channel. (The space where the gas crosses over to the other side of the burner.) Clear the cross-over channel with a blade or hacksaw until the channel is clear. Reinsert the main burner.


Check the gas is on at the propane tank. Make sure the igniter tip is sparking and the burner ports are clear of debris. Before you turn the knob all the way to get a spark, press down on the knob to bleed out some gas (about 3 – 5 seconds). Turn the knob off and wait five minutes for the gas to dissipate, and then turn the burner all the way to get a spark.


Make sure there is a good battery in the ignition compartment. The positive side of the battery should be facing you when inserted. Check that the two metal fingers for the igniter are closed enough to make a spark. Ensure the rotisserie ignition wire is plugged into the rotisserie ignition box. If the problem persists, call our customer service at 1-888-909-8818.

WARNING: If the burner does not ignite after 4-5 seconds, turn the burner knob to the off position and wait five minutes for the gas to dissipate, before trying to ignite the burner again.


Make sure the Rotisserie bar is fully inserted into the motor and the weight of the Rotisserie bar does not exceed 25 pounds. Check the socket is working by trying out another appliance in same socket. If the problem persists, call our customer service at 1-888-909-8818.


You may have a bad propane tank connection, or the rubber seal has failed. Turn off the cylinder valve. Remove the regulator from the cylinder and inspect the rubber seal in the cylinder valve for damage. If it's damaged, replace the cylinder.


You are either out of gas or your excess flow valve tripped. First check for gas in your cylinder. Typically, a full cylinder weighs about 30 pounds and about 17-18 pounds when it is empty. You can weigh it on a household scale or use a gauge.

If you have gas, you may have tripped the excess flow valve. Turn off the control and tank knobs and wait 30 seconds. Turn on the tank valve slowly, then light grill according to lighting instructions. If flames are still low, repeat this process up to three times. If this process fails the excess flow valve may have become stuck in the regulator and the regulator will need to be replaced. Please call our customer service at 1-888-909-8818.