Diagnosis
A complete power loss indicates an interruption in the 12V DC power supply. The root cause is typically the power cord connection or the outlet.
How to Fix It
Check the connection points in sequence. First, ensure the 12V DC plug is fully inserted into the grill's port and clicked into place. Second, check that the AC power adapter plug is fully seated in the wall outlet. Third, try a different, known-good household outlet on a different circuit. Use an outlet that is not controlled by a GFCI or a switch.
If That Didn't Work
The internal wiring harness may have a loose connection where it plugs into the controller. This requires removing the control panel. If you are not comfortable with this, contact support.
Heads Up
Do not use an extension cord. The power adapter requires a stable 110-120V input. Voltage fluctuations from generators or long cords can cause these shutdowns.