Critical error

Marco_Castillo_181986

PLEASE HELP! I was trying to make some chuck steak with Joule. I filled my pot over halfway full with water and I put my Joule in the pot to start preheating the water to my desired temperature. The app took a while to load and then it happened: a screen popped up with the message, "Critical Error", telling me that I can no longer use my circulator. I do not understand why this had happened. I was, and always am, very sure to see that I follow all the safety and usage rules and guidelines fastidiously as I have always been so fearful of this to happen.

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Comments

pd3ski_278514

Submit a support ticket to CS right away! Bummer to hear about the problem

brian_martin2001

I agree with @pd3ski_278514. Chefsteps is really food about getting problems sorted. Hopefully your unit doesn't need to be replaced: if you are using it outside North America, the warranty is void. Get ahold of chefsteps, and see what help they can offer. Good luck

meyer8863

This happened to me just a few weeks ago. After sending in a support ticket, they mailed me a new one, no questions asked. They are VERY helpful.

Marco_Castillo_181986

I was actually able to fix my Joule thanks to the very abled tech support by CS. They simply asked me to plug off my Joule, unscrew the bottom, pull out the propeller and check if there were any obstructions, replace the propeller and rotate it 360 degrees in one direction, and switch it back on. It worked perfectly! I hope this helps, that is if anyone ever comes by a problem like this.

@brian, thanks for the info regarding the warranty. I guess I'm going to need to be extra careful.

pepealberola

Had the same problem this week. The "unscrew and turn the propeller" trick worked the first time, but the problem returned next time I tried to use it. Ellen at Chefsteps was incredibly helpful, and the same can be said from Amazon, where I had bought it. I got a new unit next day! Great customer service, but I hope I doesn't happen again. It was frustrating to have to scramble in the middle of my cooking. Luckily I have a different unit, so it was ok.