Smokefire losing set temperature and cook program

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I'm still waiting for them to contact me. They told me they would call me within 24-48 hours. It is 48 hours past the 48 hour time frame. To say I am disappointed is an understatement.
How did you reach out to Weber support?
I have had success by deleting forgetting the smokefire in the bluetooth connections outside of the the app, delete app, re-download. Power up (with bluetooth on) the grill with the latest version app installed in you controlling device.
Once the update starts you should not move the phone away from the grill. The transfer from phone to controller is via bluetooth, not wi-fi.
See if that helped?
You are telling your phone to treat the grill as “a new device” and allows a fresh “push” from start to finish
 

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Try doing what Differentdrummer suggested. It certainly sounds like an incomplete software download problem. If you are using an droid device and it happens after they in that, consider doing the three button factory reset and doing a re-download via an iOS device.
 
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tw33k1963

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How did you reach out to Weber support?
I have had success by deleting forgetting the smokefire in the bluetooth connections outside of the the app, delete app, re-download. Power up (with bluetooth on) the grill with the latest version app installed in you controlling device.
Once the update starts you should not move the phone away from the grill. The transfer from phone to controller is via bluetooth, not wi-fi.
See if that helped?
You are telling your phone to treat the grill as “a new device” and allows a fresh “push” from start to finish
Yes, I called them and they told me there is a special team that supports the Smokefire, and they would call me back in 24-48 hours. They have not called. I even called back after 48 hours and they said I just have to wait.

I have forgotten the Smokefire on my phone, deleted the app and reinstalled. I reset back to factory defaults and started over several times as well as going into recovery mode and reinstalling the firmware again (although I haven't done this step with the latest firmware).

My next step is going to do the factory default then do the recovery mode (I did it in reverse order before) to see if that helps at all.
 
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Yes, I called them and they told me there is a special team that supports the Smokefire, and they would call me back in 24-48 hours. They have not called. I even called back after 48 hours and they said I just have to wait.

I have forgotten the Smokefire on my phone, deleted the app and reinstalled. I reset back to factory defaults and started over several times as well as going into recovery mode and reinstalling the firmware again (although I haven't done this step with the latest firmware).

My next step is going to do the factory default then do the recovery mode (I did it in reverse order before) to see if that helps at all.
OK. Sounds like you’re taking some steps to help clear out whatever is keeping it from working. with what you’ve done doesn’t help the only other suggestion is that before you delete the app, forget the grill in your Bluetooth settings and then when you reinstall it will require the device and you can re-pair and hopefully comeplete the download?
 
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tw33k1963

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OK. Sounds like you’re taking some steps to help clear out whatever is keeping it from working. with what you’ve done doesn’t help the only other suggestion is that before you delete the app, forget the grill in your Bluetooth settings and then when you reinstall it will require the device and you can re-pair and hopefully comeplete the download?
So for anyone else having similar issues, the way you forget the grill on iOS is in the app itself, not the normal way through the bluetooth settings.

I reset the grill to factory default, deleted the app and then put the grill in recovery mode. Reapplied the latest software successfully, paired the grill and did all the setup. Same issue. The app keeps telling me there is an update even though I am fully up to date and can verify it on the grill itself. I called back to Weber and got a super helpful person (not a Smokefire specialist) who seems committed to helping me. She is going to research what to do next and let me know via email. Sounds like either a new motherboard, controller or both. Really hoping this gets resolved as I really like this grill and use it all the time.
 
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So for anyone else having similar issues, the way you forget the grill on iOS is in the app itself, not the normal way through the bluetooth settings.

I reset the grill to factory default, deleted the app and then put the grill in recovery mode. Reapplied the latest software successfully, paired the grill and did all the setup. Same issue. The app keeps telling me there is an update even though I am fully up to date and can verify it on the grill itself. I called back to Weber and got a super helpful person (not a Smokefire specialist) who seems committed to helping me. She is going to research what to do next and let me know via email. Sounds like either a new motherboard, controller or both. Really hoping this gets resolved as I really like this grill and use it all the time.
You should try to forget the grill in BT 1st.
Then whatever you did in the app. The app will automatically recognize the grill as a previously BT connected device. You want the stored stuff gone (I have had this very same issue on a friend’s grill) so the grill is seen as a newly connected device.
Leave the phone at the grill after re-pairing, see if it updates?
 
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tw33k1963

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You can forget the grill in BT, delete the app.
Reboot the device. Re-download the app. Should be like starting fresh…
I'm fairly convinced my issue is hardware related. I've done the fresh install several times, as recently as yesterday. After doing the update yesterday and still getting the notice in the app that there was an update, I called back to Weber. They are now supporting me via email.

I left the grill powered on (not heating, just powered on) for a couple hours. Weber emailed me asking for screenshots of the software/firmware about screen from the grill. When I went to take the photos I noticed the temperature on the grill was --- . When I went to the about screen all the information was N/A. I powered the grill off and on and the temp showed the ambient temp of the grill and the software/firmware is in fact the latest. I am hoping they send a new controller/motherboard so I can get my grill running reliably again.
 
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I'm fairly convinced my issue is hardware related. I've done the fresh install several times, as recently as yesterday. After doing the update yesterday and still getting the notice in the app that there was an update, I called back to Weber. They are now supporting me via email.

I left the grill powered on (not heating, just powered on) for a couple hours. Weber emailed me asking for screenshots of the software/firmware about screen from the grill. When I went to take the photos I noticed the temperature on the grill was --- . When I went to the about screen all the information was N/A. I powered the grill off and on and the temp showed the ambient temp of the grill and the software/firmware is in fact the latest. I am hoping they send a new controller/motherboard so I can get my grill running reliably again.
Ah, OK. So it is taking the update. FWIW mine had this happen, the day before update.
Has been ok but I’ll be watching it…esp. now!
 
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tw33k1963

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Just to close this thread out, Weber sent me a new controller. I installed it and updated the software to the latest version. I have done a couple of short cooks without any of the issues I had previously. Today I am going to make some bacon which should take about 6 hours. Fingers crossed it goes glitch free.
 
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tw33k1963

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Well, the new controller did not fix my issues. I called Weber again, they quickly sent me a new motherboard/power supply and cable assembly to connect to the controller. I installed all this Tuesday night, and fired up the grill to cook some chicken. The grill didn't get to my set temperature before it lost the set point. I set it again and it got to the set point successfully. I messed with it tonight thinking maybe it was an issue with one of the connectors not seating properly, so I opened up the plate covering the motor and reseated all the connectors. Set the grill to 600 and again it lost the set point before reaching temp. Set the grill to 600 again and then it got to the set temp.

I sent an email to Weber letting them know the motherboard did not fix my issues. Haven't gotten a reply to my email yet.
 
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Well, the new controller did not fix my issues. I called Weber again, they quickly sent me a new motherboard/power supply and cable assembly to connect to the controller. I installed all this Tuesday night, and fired up the grill to cook some chicken. The grill didn't get to my set temperature before it lost the set point. I set it again and it got to the set point successfully. I messed with it tonight thinking maybe it was an issue with one of the connectors not seating properly, so I opened up the plate covering the motor and reseated all the connectors. Set the grill to 600 and again it lost the set point before reaching temp. Set the grill to 600 again and then it got to the set temp.

I sent an email to Weber letting them know the motherboard did not fix my issues. Haven't gotten a reply to my email yet.
Sound like a pellet feed issue, or damp fuel?
For what it’s worth I was having problems dropping temperature at high temp cooks I let them know and they sent me a probe. I installed the probe and four days later the motor died. The motor fixed my issue-
Also, if you use Facebook, join Weber Grills page. Send them a message there. Very responsive.
Have your picture of the model and serial number in the initial message, along with your shipping address and if they can determine from your complaint what they think you’ll need, they will respond with what they are sending you.
It’s been pretty painless, and I was an early adopter - EX4 1st generation, updated with Gen2 welded chute. Internals all replaced from rust and imminent failure.
I use it more for combo cooking, baking, smoke/sear and straight grilling than low and slow.
 
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tw33k1963

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Sound like a pellet feed issue, or damp fuel?
For what it’s worth I was having problems dropping temperature at high temp cooks I let them know and they sent me a probe. I installed the probe and four days later the motor died. The motor fixed my issue-
Also, if you use Facebook, join Weber Grills page. Send them a message there. Very responsive.
Have your picture of the model and serial number in the initial message, along with your shipping address and if they can determine from your complaint what they think you’ll need, they will respond with what they are sending you.
It’s been pretty painless, and I was an early adopter - EX4 1st generation, updated with Gen2 welded chute. Internals all replaced from rust and imminent failure.
I use it more for combo cooking, baking, smoke/sear and straight grilling than low and slow.
It's not a pellet feed issue. The pellets are very fresh, the finger guard is removed on my grill.

The problem I am having is the grill is forgetting that I set the temperature. So it doesn't know what temperature it should heat the grill to.
 

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My last several cooks, after a few hours in, my Smokefire loses the cooking program and temperature set point. It seems to hold the temp at the last temperature I set it to, but if you try and change the target temp it tells you you must set it first. Has anyone else had this issue and know of a fix? I tried going into recovery mode and then reapplying the latest software, factory defaulting and starting from scratch, but that does not help.

I also have this weird thing where after a few hours into a cook the grill tells me there is a software update. It shows an "Update Failed, restart update" and if you select that, it immediately says it is the latest version, and then reverts to software update failed, and this just continually repeats.

I want to call Weber to see if maybe my controller is bad, but I can't find a phone number anywhere on the site.

Any advice/help would be appreciated.

Greg

I had this problem a few months ago, right after a series of 3-4 consecutive firmware updates after it being unused over winter. I ended up both re-pairing the controller to the phone app as well as doing a factory reset of the controller. I’m not sure which action fixed the issue (or maybe doing both both fixed it?) but it’s been fine ever since. Although, seems this didn’t work for you, and even hardware replacements haven’t worked. If replacing hardware isn’t fixing it, then it seems app and/or firmware-related to me. Hopefully it gets addressed sooner rather than later for you.
 
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tw33k1963

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I had this problem a few months ago, right after a series of 3-4 consecutive firmware updates after it being unused over winter. I ended up both re-pairing the controller to the phone app as well as doing a factory reset of the controller. I’m not sure which action fixed the issue (or maybe doing both both fixed it?) but it’s been fine ever since. Although, seems this didn’t work for you, and even hardware replacements haven’t worked. If replacing hardware isn’t fixing it, then it seems app and/or firmware-related to me. Hopefully it gets addressed sooner rather than later for you.
The firmware updates seemed like they caused this issue for me as well. I have done both the factory reset and recovery mode several times. That did not fix my issue.

Weber sent me a new controller, motherboard and cable assembly which did not fix my issue. They now sent me a new glow plug cable which I installed the other night. I cooked some veggies, potatoes, salmon and chicken thighs and the grill performed perfectly. I ran the grill for about 2 hours without issue. Hopefully all the issues are behind me now.

I still get the annoying firmware update notice even though I am up to date, but I can live with that as long as the grill continues to work as expected.
 

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