Help! 780 won't turn on - support call with Traeger

[Matt Bond]

Came to this forum to see if anyone had run into similar issues. Last weekend I went to turn on my slightly less than a year old 780 and nothing would happen with the LCD screen. The back switch was showing power but nothing to the LDC control panel.

I've been on the phone with Traeger support for the last 90 minutes, they answered right away but most of the time was on hold. They've been very polite but there's been a lot of:
is it plugged in? yes
does the outlet work? yes
have you tried another outlet? yes
is it on a gfi outlet? no
**hold for 20 minutes**

was there a fire? no
**hold for 20 minutes**

Can we live stream so I can see if there was a fire in it? yes
**hold for 20 minutes**

can I see that it's plugged in? yes
can you plug something else into the outlet? yes


Sigh I really don't have time for this.....just send me a new control board or whatever and let me get back to work.

 

[dunawayfamily]

Came to this forum to see if anyone had run into similar issues. Last weekend I went to turn on my slightly less than a year old 780 and nothing would happen with the LCD screen. The back switch was showing power but nothing to the LDC control panel.

I've been on the phone with Traeger support for the last 90 minutes, they answered right away but most of the time was on hold. They've been very polite but there's been a lot of:
is it plugged in? yes
does the outlet work? yes
have you tried another outlet? yes
is it on a gfi outlet? no
**hold for 20 minutes**

was there a fire? no
**hold for 20 minutes**

Can we live stream so I can see if there was a fire in it? yes
**hold for 20 minutes**

can I see that it's plugged in? yes
can you plug something else into the outlet? yes


Sigh I really don't have time for this.....just send me a new control board or whatever and let me get back to work.

Guessing you are on a call with an outsource rep ... that would suck ...

 

[Matt Bond]

Guessing you are on a call with an outsource rep ... that would suck ...

Yeah and after being on the call for another 20 minutes I got....we can't tell if the back switch is lit up red or not.

 

[Grill Billy]

TIP: When they send you a new controller, be aware that you can no longer use the QR code under the pellet hopper lid to establish a connection as that QR code is for your original controller. You'll need to enter the connection settings manually into the app from your wifi setup screen on the grill. That tripped me up at first. I was given no documentation and was left to my own devices to sort everything out.

 

[dunawayfamily]

TIP: When they send you a new controller, be aware that you can no longer use the QR code under the pellet hopper lid to establish a connection as that QR code is for your original controller. You'll need to enter the connection settings manually into the app from your wifi setup screen on the grill. That tripped me up at first. I was given no documentation and was left to my own devices to sort everything out.

Yep ... they finally added info about this here: https://www.traegergrills.com/support/wifire-troubleshooting

WiFIRE Troubleshooting

WiFIRE info
You can see the latest firmware and app versions, Patch notes, WiFIRE status, and any known issues at www.traegergrills.com/status

• Please note, if you recently received a new controller, you will need to enter the QR code manually. Go to Menu > Wi-Fi information on the controller. In the app when asked to scan the QR code, hit enter manually. Then enter the password then the UUID found under Wi-Fi information on the controller

 

[Matt Bond]

UPDATE:
It's been over a month and no new controller showed up from UPS. SO I just called support again; the support person I talked to said she sees that they confirmed that I need a new controller but one was never shipped out to me. So now she needs to escalate this and will call me back in 15 minutes. Not sure why she counldn't just say...ohh hey we messed up we're sending it to you now.

I'm not going to hold my breath so far support from Traeger has been awful.