Troubleshooting; Customer Service - Thermador SGS Quick Reference Manual

Troubleshooting

If you encounter a problem, it often will merely be something minor. Before calling customer service, consult this troubleshooting
guide. Refer to the Use and Care manual for additional information.
Problem Possible Cause
Burners continue
Incorrect house wiring
to click when first
plugged in
Surface burners
Gas is turned off
do not light
Unit is not hooked up to gas
supply
Plug is not completely
inserted in outlet
Circuit breaker is tripped
Burner ports are clogged
Misaligned burner cap
Igniter may be wet,
damaged, or dirty
Clicking noise-
Misaligned burner cap
continuous or
Igniter may be wet,
intermittently
damaged, or dirty
Incorrect housing wiring
Uneven
Burner ports are clogged
or too high flame
Burner may have moisture
present
Burner cap not replaced
correctly
LP Customer- installation and
conversion not done properly
LP Customer- using Cook 'n
Vent (downdraft ventilation)
Rubber feet from
May have been removed by
grate come off
cleaning

Customer Service

Please check the troubleshooting pages in this guide before calling Customer Service. Commonly asked questions are addressed
there and may resolve your issue the fastest. In the event you still need to contact Customer Service, there is some information you
can have ready to speed up the process: 1) model & serial number 2) date of purchase. Product Rating Label shows model and serial
number. Consult your Use and Care Manual for the specific label location.
To contact Customer Service:
US: 800-735-4328
Web: www.thermador.com/support
Parts & Accessories: www.thermador-eshop.com
Suggested Solution
Call electrician. Do not use cooktop.
Make sure the gas shut-off valve is in the ON position, and the gas supply to
the house is not shut off.
Call Gas Company.
Check the power supply. It should be grounded with the correct polarity.
Make sure the unit is fully plugged into the outlet.
Check circuit breaker and reset if necessary.
Check or replace fuse.
With the cooktop turned off, remove burner caps and use a thin wire or
straightened paper clip to unclog.
Make sure the burner caps are properly positioned on the burner base.
Check to be sure the igniter is dry. If not, allow to air dry before using.
Check for burned-on food or grease. See Cleaning Guidelines for cleaning
recommendations. Burner will not light if igniter is wet, damaged, or dirty.
Make sure the burner caps are properly positioned on the burner base.
Check to be sure the igniter is dry. If not, allow to air dry before using.
Check for burned-on food or grease. See Cleaning Guidelines for cleaning
recommendations. Burner will not light if igniter is wet, damaged, or dirty.
Call Electrician.
With the cooktop turned off, remove burner caps and use a thin wire or
straightened paper clip to unclog.
Turn off burner. Cool and dry burner caps and burner base thoroughly.
Make sure the burner caps are properly positioned on the burner base.
Refer to installer of cooktop or call service.
Flame is pulled to back by downdraft. This is a natural occurrence.
Do not use a grate if the rubber feet are missing or damaged. Replace feet.
For replacement call, 1-800-735-4328. Have model number available.
9001258896 • 08/17