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If you need technical assistance or have a question, please read through our frequently asked questions. If your question is not answered below, you can call us toll free at 1-888-287-3333.


My grill is very dirty with soot and grease build-up. What's the most effective way to clean and polish it back into good condition?

Jackson Grills Stainless Steel Cleaner/Polisher is a heavy-duty solution that effectively cleans soot and grease build-up. When left out in the elements, dirt and dust becomes engrained in the finish of the grill.

This Stainless Steel Cleaner/Polisher will restore your grill to near-new condition, cutting through layers of accumulated grime. Likewise, this product will remove soot and grease from the grilling grates, thereby improving your cooking experience.

Contact your local dealer for Jackson Grills Stainless Steel Cleaner/Polisher.

Low heat when burners are on high

  • Check for proper gas supply and pressure.
  • If using L.P. gas check for low fuel level.
  • If using L.P. gas check for kinks in supply line.
  • If only one burner appears low, clear burner ports of any obstructions.
  • If using L.P. gas, disconnect gas line at Grill and at tank, then reconnect.
  • If grill has been converted to Natural gas from Liquid propane make sure all valves are equipped with the correct orifice size. Liquid propane orifices will under fire Natural gas appliances.
  • Flow limiting device has been tripped. See below for more information.

The Flow Limiting Device or Bypass Safety Feature

What is the Flow Limiting Device/ Bypass Safety Feature?

LP tanks are required to add a Flow Limiting Device (FLD) to all 20 lb tanks. This device prohibits gas flow when an excessive amount is detected

Why does this occur?

Generally the FLD is triggered because the lighting instructions for the grill may have been followed improperly. If the control valves are turned on BEFORE the LP tank is turned on, the FLD will trigger. This prevents an excessive amount of gas from entering the grill prior to lighting. If this gas were allowed to accumulate, “flare up” or injury may occur. The FLD prevents this.

How do I know if the FLD has been triggered?

The most common symptoms are as followed:

  1. 1. Burners won’t light
  2. 2. Burners have a small flickering flame in HIGH position.
  3. 3. Barbecue temperature only reaches 250-300 degrees in the HIGH position.

How do I reset the FLD?

Resetting the FLD is simple; just follow the 7 easy steps.

  1. 1. Be sure the LP tank and control knobs on the grill are in the “OFF” position.
  2. 2. Disconnect the hose and regulator from the tank.
  3. 3. Turn all the control knobs on the grill to the HIGH position.
  4. 4. Wait for about 1 minute. This allows the excessive gas to escape thereby resetting the FLD.
  5. 5. After waiting one minute, return all control knobs to the OFF position.
  6. 6. Reconnect the hose and regulator to the LP tank.
  7. 7. FLD is now reset; test the grill by following lighting instructions.

Grill will not light when ignition button is pressed.

Check if there is spark in the collector box. To check for the presence of a spark, remove upper cooking surfaces and flame diffusers above the burners. Locate the collector box on the left side of burner#1, while pressing the ignition button glance from the side of burner#1 into the collector box and check to see if there is a spark.

If there appears to be a strong spark the problem is not with the ignition system but could be the following:

  • Check LP gas supply. An empty LP gas tank weights about 20 pounds. A full LP tank weighs about 40 pounds.
  • Check to insure all gas connections are secure, including the gas connection tube to your Side Burner (most models).
  • When using propane as your primary source of fuel for your grill always turn the bottle valve very slowly to open. If the bottle valve is opened too quickly the propane will pressurize the regulator and the regulator will only allow a small amount of propane through, if any at all. This is common. If you’ve determined there is no fuel coming through and tapping the regulator has not repaired the situation please replace the regulator.

If you’ve determined there is a weak spark or no spark in the collector box check the following:

  • The Ignition AA battery may need replacing. Make sure you remember what direction the battery came out so the new one is in the correct way.
  • To check the Electronic module (ignition button) lower your head close to the button then press the button. You should hear a faint charging sound then a weak spark sound
  • Button assembly not installed properly. Unscrew ignition button
  • Ignition wires may be loose. Remove the battery, inspect the Ignition module found behind the Display Panel and connect any loose wires. To remove the Display Panel, remove the knobs, remove one screw located on the left front side of the Display Panel and one screw located on the right front side of the Display Panel. Gently lift the Display Panel up an off, be careful not to damage the ignition wires.
  • The Spark Electrode Tip may need repositioning in order to create a spark for ignition. To check for the presence of a spark, remove upper cooking surface and flame diffusers. Locate the collector box on the left side of burner#1, while pressing the ignition button glance from the right side of burner#1 into the collector box and check to see if there is a spark. To reposition electrode tip gently press the tip with your thumb closer to the side of the collector box. If problem still exists try to match light burner#1. If burner ignites manually repeat the steps above.

Grill has no heat control, it always seems like it's on high.

If grill has been converted to Liquid propane from Natural gas make sure all valves are equipped with the correct orifice size. Natural gas orifices will over fire Liquid propane appliances.

Flame is erratic

  • Check gas connection.
  • Fuel level may be low.
  • Grill may be in need of cleaning.

Excessive Flare-ups

  • Check flame diffusers and cooking grates for excess build-up.
  • Ensure Grill is not placed directly in path of wind.
  • Be sure the drip tray is clean. (Do not use aluminum foil in drip tray

Sometimes I hear a humming sound coming from my Regulator. What causes this?

The humming sound is gas flowing through the Regulator. A low volume of sound is normal and will not interfere with the operation of your grill. If the humming sound is loud and excessive you need to purge air from the gas line or reset the excess gas flow device in the LP Tank. Opening the tank valve all the way or too quickly is what triggers the safety device to shut down gas flow, which prevents normal gas flow to your grill. Turn all Control Knobs to the OFF position.

  • • Turn off the LP gas tank at the tank valve
  • • Disconnect Regulator from LP gas tank
  • • Let unit stand for 5 minutes.
  • • Reconnect Regulator to the LP gas tank.
  • • Open Grill Lid. Turn the tank valve on slowly until 1/4 to 1/2 open.
  • • Light burner #1 by turning its Control Knob to HIGH then push the Electronic Ignition 3 – 4 seconds to light.