Thank you for taking time to leave a review. Please consider subscribing to our YouTube channel where you can also find videos for troubleshooting, step-by-step instructions (including how to empty the hopper and how to set/maintain temperature), recipes and more!https://www.youtube.com/c/MembersMarkGrills/videosShould you require any assistance, don't hesitate to reach out to us at the number on your manual, or by reaching out to the Member's Mark Help Center a call toll-free at: (888) 301-0332 from 7 a.m. to 11 p.m. CST Monday through Saturday and 10 a.m. to 8 p.m. CST on Sundays. Please have the item number from your receipt, the serial number, the product UPC and/or the product description ready to provide to our Member Care Professional.Hope this helps!