hello Brian, my name is Marianne on behalf of Nexgrill, I would like to provide some regulator reset instructions.. Make sure also that you are using 20 LP, these instructions would help you unclogged any gas that is clogged from the gas line. In order to do so, here are the Regulator Reset instructions. If the instructions do not successfully light the grill completely, I would highly recommend replacing the regulator hose. Please contact our Parts Department at 800-913-8999 to have the regulator replace. For the gap on the back is to allow ventilation to prevent from having fires. Reset Regulator Instructions:
1. Turn all the knobs and tank to the off position
2. Disconnect the regulator from the tank
3. Turn on all main burners, just as if lighting the grill normally and set to high
4. Let this sit from 10-15 minutes untouched
5. Once allotted time has elapsed, make sure all knobs are turned to the off position
6. Reconnect your propane regulator gas hose to the propane tank
7. Slowly open the tank all the way, within 30 seconds. Start your grill as normal.
You may try these instructions up to 3 times and allowing 5 minutes between each reset.
Note: When opening the regulator upon using the grill, please make sure it is opened slowly within the 30 second period to avoid a reset.
*Also, switching the propane tank with a different supplier can make a difference. I hope you enjoy your day and happy grilling!!