Help & Support

Napoleon Home - Mobile Application

Setup:

Q: Why can't the app find the device during the setup process?

If you receive the "No devices found" message during the setup process, try the following:

Ensure the device is plugged in - Ensure that the device is plugged into a power outlet and powered on.

Press the connection mode button - Although the device goes into connection mode after plugging it in for the first time, connection mode times out after 5 minutes. If it has timed out, find, and hold the connection mode button or press the rest network button on the device to re-enable connection mode. See the "Where is the connection mode button located?" section for more information.

Device isn’t compatible with Napoleon Home - Ensure that your product is compatible with the Napoleon Home platform. To see a list of compatible products, click here.

Q: Why were no Wi-Fi networks found during the setup process?

Check that you are connecting to a 2.4 GHz network - Napoleon Home products connect only to a 2.4 GHz network, while routers sometimes have both 2.4 GHz and 5 GHz bands.

To determine what type of network it is, a 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name or no designator at all. A 5 GHz network sometimes has "5G," "5g," 5GHz," or "5" appended to the end of the name.

Check that you are not connecting to an enterprise network - Napoleon Home compatible products will not work on enterprise networks that require a username and password, browser, or landing page. Some examples are business, airport, and hotel networks.

Ensure the Wi-Fi router is working and has internet access - Internet access is required to setup the device, so check your router to make sure it is working properly and connected to the internet.

Q: Why do I have to provide my Wi-Fi password to the device?: For your device to connect through the internet, it needs to connect to your Wi-Fi network just like your computer or smartphone would.

Q: Why is Bluetooth required to connect my device?: A Bluetooth connection is required when setting up the device for the first time to make the onboarding process faster and more stable. This allows the device to receive the Wi-Fi credentials from your phone though Bluetooth without having to disconnect from the phone.

Q: Do I have to name my device?: No. If a name isn’t entered, it will default to DeviceName-XXXX, where "Name" is the Name of the product and XXXX is unique identifier containing letters and numbers.

Connectivity:

Q: What is the difference between "Online", "Local control", and "Offline" modes?

Online mode - In this mode, both the product and your smartphone are connected to the internet. Your smartphone is connected either to a Wi-Fi or cellular network and your Napoleon device is connected to the Wi-Fi network that it was setup with.

Local control mode - When the Napoleon device and your smartphone are connected to the same network and the Wi-Fi connectivity goes out, the device can still be controlled locally. Note that some functionality requires cloud connectivity and will be lost.

Offline mode - The device is not connected to the Wi-Fi network it was setup with.

Q: Why is the device not staying connected or appearing "Offline"?

If you are experiencing issues with your device going offline or the device not being responsive to control changes, try the following troubleshooting steps:

Check your Wi-Fi router. Ensure that it is functioning properly and there is a stable internet connection. A working router without internet connection will work with in "Local Control" mode limited functionality, but the device must be on the same network as your smartphone.
Force quit the app and reopen it.
Log in and out of the app.
Delete the device and re-add it.

Q: How can I change the Wi-Fi network my product is connected to?

To change the Wi-Fi network that your product is connected to, you will need to remove the device and add it again. To do this:

Press the settings icon on the top right of the app when on a device page. Then select Delete Device.
Note: this will remove the device from your account and erase any settings that were saved on it.
Hold the connection mode button on the device to re-enable connection mode or select the reset network option on your device if available.
Please note: The device will remain in connection mode for 5 minutes and will need to be re-enabled by turning the device on/off.
On the device list page, press Add a Device if no device has been added or press the "+" icon on the bottom right of the screen if there is already a device added.
Go through the setup process, selecting the new Wi-Fi network.

Q: Do I always need to be connected to both Bluetooth and Wi-Fi when using the device?: No, you only need be connected to Bluetooth when adding the device to the Napoleon Home app or when utilizing Bluetooth only device communication if supported.

Q: When using the Napoleon Home app, what is the operating range?

When both your smartphone and device are connected to the internet, there is no limit to the control range. The device can therefore be controlled or monitored from anywhere.

In the situation that there is no internet connection, and both your smartphone and device are on the same Wi-Fi network, you can still use the app through by using local control mode.

Some devices also support Bluetooth only connection in the absence of Wi-Fi connectivity.
Note: because there is no connection to the internet, some functionality may be lost.

Privacy & Notifications:

Q: What permissions does the Napoleon Home app request?

Push notifications - The Napoleon Home app uses push notifications to keep you in-the-know about when an event is triggered on your Napoleon device. This can range from a set temperature being reached to a safety shut-off being triggered.

Bluetooth access - Allows the Napoleon Home app to send Wi-Fi credentials to your device when setting up.

Location access - Allows the Napoleon home app to enable certain device specific functionality and provide support with the use of our products.

Q: What are push notifications and how do I enable/disable them?

A push notification is a message that pops up on your phone, even when the Napoleon Home app is minimized. The Napoleon Home app uses these to keep you in the know when an event is triggered on your Napoleon device- anything from a set temperature being reached to a safety shut-off being triggered.

While it is recommended that you keep notifications on (we only send device related notifications), you may turn them off in the main settings of your smartphone. Keep in mind, you will still receive these notifications within the app.

Q: What personal data is collected and how is it used?: Napoleon only collects the minimum amount of data required to enable device functionality and to provide continuous product improvements. Please refer to the Privacy Policy for more information.

Napoleon Home Account:

Q: How can I create a Napoleon Home account?

You can create an account in two ways:

Register a Napoleon account - On the Welcome page of the Napoleon Home app, select Register and fill out the required fields.
Register through Google, Apple, or Facebook - If you select one of these options, the selected service will provide your email address and name to Napoleon Home. Your password will not be shared with Napoleon.

Q: Why do I need to create a Napoleon Home account?: As this is an internet connected device, an account ensures that only authorized users have access to your device and that data is transmitted to the right account, regardless of the device used.

Q: How do I reset my password?

You can reset your password in one of two ways:

On the Welcome page of the Napoleon Home app, select Register followed by I forgot my password.
If you are logged in and want to change your password, go to the Side bar by swiping right from the left side of the screen on the Devices page. Then, select Account and Reset Password.

Note: If you created an account through Google, Facebook, or Apple, you will need to reset your password through their service. These passwords are not accessible by Napoleon.

Q: How do I edit my Napoleon Home account info?

Go to the Side bar by swiping right from the left side of the screen on the Devices page.
Select Account and change the fields as required.

Q: Can multiple Napoleon Home accounts connect to one device?: At this time, only one account can connect to a device at a time. To change accounts, the device will need to be deleted from the current user and re-added by another user’s account. See the “How do I remove a device from my account?” FAQ section.

Q: How do I delete my Napoleon Home account?: If you choose to delete your user account, go to the Side bar by swiping right from the left side of the screen on the Devices page. Then, select Account and Delete Account.
Note that all Napoleon devices connected to your account will become disconnected.

Napoleon Home App:

Q: How do I update the app to the latest software version?: To update the Napoleon Home app, go to the Google Play Store or Apple App Store to download the update.

Q: How do you download the Napoleon Home App?: To download the Napoleon Home app, go to the Google Play Store (Android devices) or the Apple App Store (iOS devices) on your smartphone and search for the app. Then, download the app.

Q: How much data does the Napoleon Home app use?: The Napoleon Home app uses very little data, so it should not be a concern. Expect no more than 100MB of data usage per month for a frequently used device.

Q: How much battery does the app use?: The app will consume a small amount of power when compared with other popular apps.

Q: Can I use the app in a different country?: Currently, Napoleon Home devices can only be installed in North America. The app, however, can be used in most countries to control and monitor the device remotely.

Q: How do I remove a device from my account?: Press on the settings icon on the top right of the device app interface. Then select Delete Device.
Note: this will remove the device from your account and erase any settings that were saved on it.

Q: What smartphone operating systems are compatible with Napoleon Home?: Napoleon Home is compatible with the latest iOS and Android operating systems.
Download the app from the Apple App Store or Google Play for the most up-to-date version.

Q: Can I use Napoleon Home on a tablet or computer?: The Napoleon Home app only works with compatible smartphones.

Prestige:

Q: Why won't my grill connect to the app?

Make sure Bluetooth is enabled and a Wi-Fi connection is available. Also check that the grill is powered on and within range.
Ensure permissions for nearby devices are allowed. You can check this in your mobile device settings > Napoleon Home app.
(Android) Ensure that location services and Bluetooth are enabled on your device and for the Napoleon Home app.

Q: How do I pair my grill with the app?

Make sure Bluetooth is enabled on your mobile device and a Wi-Fi connection is available. Also check that the grill is powered on and within range.
Ensure permissions are allowed (Bluetooth, location, nearby devices, notifications).
Put the grill into pairing mode by holding the touch button on the grill screen for 10 seconds (this is confirmed by the device restarting).
Open the app, tap the "+" or "Add Device" button, and follow the on-screen pairing instructions.

Q: Can I use the app without Wi-Fi?: Yes, but some features (such as firmware updates or cloud backups) require an internet connection.
Bluetooth control is only available after the device has been initially paired via Wi-Fi.

Q: What should I do if the connection drops?: Try moving closer to the grill, restarting Bluetooth or Wi-Fi, restarting the app, and checking for available app or firmware updates.
If disconnections occur frequently, check and verify that RSSI values are between -30dBm and -70dBm to ensure good signal strength.

Q: Why does the app need Bluetooth permission?: Bluetooth is used to connect your phone to the grill for real-time control and monitoring.

Q: Why does the app ask for location permission?: On some phones, location is required to perform Bluetooth scanning. We may also use location to enable certain app features.

Q: What happens if I deny permission?: The app may not be able to connect to the grill or provide full functionality.

Q: Can I set target temperatures for different probes?: Yes. Tap each probe in the app to set the target temperature and desired doneness level.

Q: Why is the app not detecting my probes?

Make sure Bluetooth is enabled and a Wi-Fi connection is available. Also check that the grill is powered on and within range.

Ensure that the probes are properly inserted into the probe jack. Try restarting the app.

Q: Why does the app show "device disconnected"?: This can occur if the device or phone is out of range and the connection is lost. Reconnect by reopening the app or bringing the device and phone back within range.

Q: Why is my tank icon not displayed?: This may happen if the measured gas weight is lower than the empty weight set for the tank. For example: if the user sets the empty weight to 5kg and the measured weight is below that, the tank icon will not be displayed. Also ensure calibration has been completed in the app.

Q: Why is the tank icon flashing red on the grill screen?: This indicates a critical gas level that may interrupt your cooking session.

Q: I have a full tank on the scale, but the icon shows a lower value?

This can occur if the calibration was done incorrectly or if there was weight present during the zero-tare process. Recalibrate the scale and ensure the correct full and empty tank values are entered in the app.
Remove the empty tank from the scale and ensure there is no weight on it.
Press the designated button to begin zero tare.
Wait 20 seconds for the taring process to complete.
Place the new tank on the scale after the zero tare is complete.

Q: How do I change the Wi-Fi network on my grill?

Make sure Bluetooth is enabled and a Wi-Fi connection is available. Also check that the grill is powered on and within range.
Put the grill into pairing mode by holding the power button on the grill screen for 10 seconds (confirmed by a device restart).
Open the app, tap the "+" or "Add Device" button, and follow the on-screen pairing instructions.

ACCU-PROBE PRO X:

Q: How do I put my device in pairing mode?: Hold the button on your Accu-Probe PRO X device for 5–7 seconds until a blue light appears.

Q: How do I pair my grill with the app?

Make sure Bluetooth is enabled on your mobile device. Also check that the device is powered on and within range.
Ensure permissions are allowed (Bluetooth, location, nearby devices, notifications).
Put the device into pairing mode by holding the power button for 5 seconds (confirmed with a flashing blue/white light).
Open the app, click the "+" or "Add Device" button, and follow the on-screen pairing instructions.

Q: Why is the app not detecting my probes?: Ensure the probes are properly charged and removed from the docking station. Try re-docking and scanning again.

Q: How do I change between Fahrenheit and Celsius?: To change temperature units, go to the settings section in the top right corner of the app. Then select °C or °F.

Q: How do I charge the thermometer?: To charge the probes, place them in the docking station and make sure the dock is charged. To charge the dock, simply connect a USB cable to the port located under the Napoleon logo.

Q: Can I leave the probe in the meat while cooking?: Yes, the probe is designed to stay inside during cooking—just make sure it is properly inserted and not submerged.

Q: What’s the maximum temperature the probe can handle?: Most probes are safe up to approximately 1200°F (650°C) ambient temperature and 212°F (100°C) internal temperature.

Q: How long does the battery last?: The probe provides over 50 hours of continuous use on a full charge.
The docking station provides 40–50 hours of continuous use on a full charge.

Q: How do I set a target temperature?: Select the probe in the app, choose the type of meat, desired doneness level, or enter a custom target temperature.

Q: Why am I getting inaccurate temperature readings?: Ensure the probe is fully inserted into the thickest part of the meat and is not touching any bone or grill grates.

Q: How do I update the device firmware?: The app will display a message when an update is available. You can also find it in the firmware update section in the app settings. A Bluetooth connection and proximity between the device and your phone are required to complete the update.

Electric Grill:

Q: How do I put my device in pairing mode?: Hold the power button on your grill device for 10 seconds or until you see a white flashing light.

Q: How do I pair my grill with the app?

Make sure Bluetooth is enabled on your mobile device. Also check that the device is powered on and within range.
Ensure permissions are allowed (Bluetooth, location, nearby devices, notification).
Put the device in pairing mode by holding the power button for 10 secs (confirmed with a flashing white light).
Open the app, click on the “+” button or “Add device”, follow the on-screen pairing instructions.

Q: Why can’t I start a mode from the app?: For safety, ignition for each mode must be done manually. Once lit, the app lets you monitor and control settings.

Q: How do I change between Fahrenheit and Celsius?: To change temperature units, Go to the settings section on the top right of the app or the settings of the screen. Then select °C or °F.

Q: How do I switch cooking modes?: To switch between different grill modes, end the current running mode on the device screen and select a new mode you’d like to start.