---
title: "EVO: Common Problems, Warranty and Customer Support"
description: Learn how to troubleshoot common EVO oven issues, understand Alfa Forni warranty conditions and request technical assistance and customer support.
---

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1. [Help Center - Alfa Forni](https://help.alfaforni.com/en?hsLang=en)
2. [EVO OVEN](https://help.alfaforni.com/en/evo-oven?hsLang=en)
3. [Accessories, Maintenance & Support](https://help.alfaforni.com/en/evo-oven?hsLang=en#accessories-maintenance-support)

# EVO: Common Problems, Warranty and Customer Support

## Learn how to troubleshoot common issues with the Alfa Forni EVO oven, what to check if the burner does not ignite, the digital thermometer malfunctions or the oven takes longer than expected to heat up, how warranty coverage works and how to contact Alfa Forni customer support.

### 🔥 What Should You Do If the EVO Gas Burner Does Not Ignite?

If the gas burner does not ignite, it is important to check that the lighting procedure has been followed correctly.

The EVO user manual specifies the following steps:

1. Make sure the gas connection has been correctly installed and checked by qualified personnel.
2. Open the gas supply.
3. **Press the burner control knob and turn it to the ignition symbol.**
4. Keep the knob pressed and simultaneously **press the PIEZO button on the digital thermometer** to generate the ignition spark.
5. When the pilot flame ignites, keep the knob pressed for a few more seconds to allow the thermocouple to activate correctly.
6. Release the knob and adjust the flame using the MAX and MIN settings.

The user manual notes that lighting the burner for the first time, or after the oven has cooled down, may take longer because of air in the gas supply line.

The troubleshooting section also recommends checking whether the control knob touches the oven's outer panel when pressed, potentially preventing the gas valve from opening correctly.

**Warning:** If the burner does not ignite, turn the knob to OFF, shut off the gas supply and contact Alfa Forni customer support.

Do not attempt to modify the valve or burner components.

### ⚡ What Should You Do If the PIEZO Button Does Not Generate a Spark?

The **PIEZO button**, located on the digital thermometer panel, generates the spark required to ignite the gas burner.

If no spark is generated, the user manual recommends checking that the batteries have sufficient charge and the electrical circuit is powered.

The EVO digital thermometer uses **4 × 1.5 V batteries**.

For an initial check:

1. Turn the gas control knob to OFF.
2. Shut off the gas supply.
3. Check that the digital thermometer switches on.
4. Check the battery level.
5. If necessary, replace the batteries, following the polarity markings inside the battery compartment.

If the problem persists, do not attempt to repair the ignition system.

**The user manual instructs you to shut off the gas supply and contact customer support if no ignition spark is generated.**

### ⛽ What Should You Do If EVO Has Gas Supply Problems?

If EVO experiences gas-related operating problems, particular attention must be paid to the connections and gas system components.

The EVO user manual specifies that gas connections must only be installed by **qualified personnel**, in compliance with applicable regulations and after a gas leak test has been performed.

If a malfunction occurs, do not attempt to work on the following components yourself:

- Pressure regulator.
- Gas supply hose.
- Fittings and connections.
- Gas control valve.
- Burner and nozzles.

For LPG operation, the EVO user manual specifies a **gas cylinder of at least 10 kg** and a **pressure regulator with a flow capacity of at least 4 kg/h**, while respecting the gas pressure requirements applicable in the country of use.

For natural gas operation, the oven must be connected to a suitable gas supply network in accordance with current regulations.

📌 **Important:** Any inspection or adjustment of the gas system must be carried out by qualified personnel. Do not replace fittings or regulators with components whose specifications have not been verified.

### 🚨 What Should You Do If You Smell Gas?

If you smell gas, stop using the oven immediately.

The EVO user manual specifies the following safety procedure:

1. **Immediately shut off the gas supply.**
2. **Extinguish any open flames.**
3. **Open the oven door.**
4. **Contact a qualified gas technician.**

Avoid operating electrical devices or creating potential ignition sources in the affected area. If necessary, move away from the area and contact the appropriate emergency services.

**Do not use EVO until the cause of the problem has been identified and resolved by qualified personnel.**

Never use an open flame to check for gas leaks.

### 🌡️ Why Does EVO Take Longer Than Expected to Heat Up?

EVO's heating time may vary depending on operating conditions.

The product page indicates a general heating time of approximately **20–25 minutes** under favorable conditions.

For gas preheating, the user manual instructs you to set the burner to maximum power, close the oven door and allow the oven to heat for **at least 25 minutes**.

Heating times may be affected by:

- **Outdoor temperature:** colder weather may require additional heating time.
- **Wind:** weather conditions may influence the oven's thermal performance.
- **Initial temperature:** a completely cold oven requires an initial heating phase.
- **Moisture:** moisture in the refractory materials may affect heating times.
- **Period of inactivity:** the oven's initial conditions may differ after a long period without use.

In addition, the cooking chamber temperature and refractory cooking floor temperature are two separate measurements and may increase at different rates.

📌 **Tip:** Use the digital thermometer to monitor both the cooking chamber and refractory cooking floor temperatures.

If heating performance remains abnormal even after following the user manual's procedure, contact customer support for assistance.

### 📱 What Should You Do If the EVO Digital Thermometer Does Not Turn On?

The EVO digital thermometer is powered by **4 × 1.5 V batteries** and can be removed from its magnetic mounting system.

If the display does not turn on, check that:

1. The batteries are present and correctly installed.
2. The battery polarity matches the markings inside the compartment.
3. The batteries have sufficient charge.
4. The device has been switched on using the **ON/OFF** button.

If the problem persists after these checks, contact Alfa Forni customer support.

**Important:** The user manual recommends removing the thermometer from the oven when it is not in use, storing it in a dry place and avoiding exposure to rain or moisture.

When the device will not be used for an extended period, the batteries should also be removed to prevent possible electrolyte leakage.

### 🔗 What Should You Do If the EVO Thermometer Does Not Connect to the ToGrill App?

The EVO digital thermometer features **Bluetooth connectivity** and is compatible with the **ToGrill app**, available through the App Store and Google Play.

The user manual describes a connection procedure using the QR code on the device.

If the connection cannot be established, check that:

1. The digital thermometer is switched on.
2. The batteries have sufficient charge.
3. Bluetooth is enabled on your smartphone.
4. The ToGrill app has been installed and opened.
5. The QR code connection procedure has been followed correctly.
6. The ALFA device has been selected in the app.

Once connected, ToGrill allows you to monitor:

- Cooking chamber temperature.
- Refractory cooking floor temperature.
- Food probe temperature.

It also allows you to configure customized alerts when a target temperature is reached or when predefined temperature limits are exceeded.

If the connection problem persists, contact customer support and provide a description of the issue.

### 🪵 What Should You Do If EVO Malfunctions After Wood-Fired Cooking?

EVO is a **Hybrid oven**, designed to operate alternatively with gas or wood.

During wood-fired operation, the gas burner must be protected using the **included burner cover**.

After using wood, particular attention should be paid to any combustion residues inside the cooking chamber and around the burner.

The user manual recommends **thorough burner cleaning after using the Hybrid system**.

Before returning to gas operation:

1. Wait until EVO has completely cooled down.
2. Remove combustion residues.
3. Check that the burner area is clean.
4. Remove the burner cover.
5. Make sure the components are correctly configured for gas operation.

If the burner is not operating correctly, do not attempt to modify or remove it without the necessary technical expertise.

**Warning:** Gas and wood are alternative fuel options and must not be used simultaneously.

### 🧱 What Should You Do If Stains or Discoloration Appear on EVO's Surfaces?

During use, some oven surfaces may undergo aesthetic changes due to heat and environmental conditions.

The EVO user manual explains that **steel exposed to high temperatures and direct flames tends to change color**. This is an inherent characteristic of the material.

Prolonged exposure to moisture and salt air may also contribute to the appearance of corrosion spots.

For maintenance, the manual recommends:

- Regular cleaning of stainless steel surfaces.
- Using cleaning products compatible with the materials.
- Periodic protection of stainless steel components.
- More frequent cleaning with fresh water when the oven is installed near the sea.

If stains or changes in appearance occur and you are unsure of their cause, you can request an assessment from Alfa Forni customer support, preferably including photographs.

### 🛡️ What Warranty Coverage Applies to the EVO Oven?

Alfa Forni ovens are covered by the **legal guarantee of conformity**, for which the retailer is responsible under the national regulations applicable in the country of purchase.

The EVO user manual specifies that **the duration and conditions of the legal guarantee may vary according to national legislation**.

For this reason, there is no single warranty period stated as applicable to all markets.

For any warranty claim, the manual instructs customers to **contact the retailer from whom the oven was purchased**.

It is important to keep:

- **Your purchase receipt or invoice.**
- **The product serial number.**
- Any documents relating to the purchase and delivery.

Correct installation, use in accordance with the user manual and regular maintenance help preserve the oven over time.

📌 **Important:** Rights under the legal guarantee are governed by the legislation applicable in the country of purchase. The conditions described in the user manual must be interpreted in accordance with those rights.

### ⚠️ What Situations Are Listed Among EVO's Warranty Exclusions?

The EVO user manual lists several situations that may result in exclusion of coverage for certain damage or components.

These include:

- **Installation or use that does not comply** with the user manual.
- **Tampering or modifications** that alter the product's original condition.
- **Damage caused by blocked flue gas outlets.**
- **Failure to follow cleaning and maintenance instructions.**
- **Burner damage caused by cooking residues** or the use of non-recommended fuels.
- **Use of components not manufactured or recommended by Alfa Forni.**
- **Damage resulting from chemical products** used inside or outside the oven.
- **Removal, alteration or erasure of the identification label** on the back of the product.
- **Normal wear and tear** resulting from use.
- **Damage caused by exceeding 500°C** due to improper use of wood fuel.
- **Corrosion resulting from exposure to salt air**, as described in the manual.
- **Paint deterioration caused by prolonged flame exposure** and minor aesthetic imperfections that do not affect normal use.

The manual also specifies exclusions relating to certain supplied accessories, such as the door and glass components, and states that **the refractory cooking stones and the insulation beneath the cooking floor are not covered under the warranty conditions described**.

For transport-related damage, the manual requires customers to report any issues immediately upon delivery, note that the goods have been **accepted with reservations** on the delivery document and contact the seller.

**Important:** These are the conditions described in the Alfa Forni user manual. Their application cannot limit any mandatory consumer rights granted by the legal guarantee in the country of purchase. The party responsible for the warranty must assess each individual case in accordance with applicable legislation.

### 🔎 Where Can You Find the EVO Oven Serial Number?

The serial number is located on the **identification label on the back of the oven**.

It is an important reference for correctly identifying the product when:

- Requesting technical assistance.
- Reporting a malfunction.
- Submitting a warranty claim.
- Registering the product.

To find it:

1. Make sure the oven is switched off and completely cool.
2. Locate the identification label on the back of the oven.
3. Write down the serial number.
4. Keep it with your purchase documentation.

**Do not remove, alter or erase the label**, as the user manual includes this situation among its warranty exclusions.

### 📝 How Do You Register Your EVO Oven?

Alfa Forni allows customers to register their ovens through an online procedure.

Registration associates the product information with its owner and provides access to dedicated content available through the Alfa program.

To register EVO:

1. **Locate the serial number** on the identification label on the back of the oven.
2. Visit the Alfa Forni product registration page.
3. Follow the online procedure, which can also be accessed through the QR code provided in the documentation.
4. Enter the requested information.

🔗 [Register Your Alfa Forni Product](https://www.alfaforni.com/registration.php)

The user manual also explains that registration provides access to a collection of tips for getting the most out of your oven.

**Important:** Product registration and the legal guarantee are separate matters. To exercise your legal warranty rights, refer to the applicable legislation and your retailer.

### 📩 How Do You Request Customer Support for Your EVO Oven?

If you experience a problem that cannot be resolved through the basic checks described in the user manual, you can request assistance from Alfa Forni.

To help identify the product and understand the issue, it is useful to prepare:

- **Oven model:** EVO.
- **Serial number:** located on the identification label on the back of the oven.
- **Purchase date and proof of purchase**, if available.
- **Problem description:** explain what happens and under which conditions.
- **Photographs or videos**, if useful for showing the issue.
- **Fuel type used:** LPG, natural gas or wood.
- **Checks already performed:** for example, basic troubleshooting steps described in the manual.

This information can help customer support understand the situation more quickly. It does not necessarily mean that every item is required for every support request.

For claims relating to the **legal guarantee of conformity**, the EVO user manual instructs customers to contact their retailer.

### ☎️ What Are the Alfa Forni Customer Support Contact Details?

The EVO user manual provides the following contact details:

**Customer Support in Italy**

- **Toll-free number:** 800 77 77 30
- **Email:** [info@alfaforni.com](mailto:info@alfaforni.com)

**International Customer Support**

- **Phone:** +39 0775 7821
- **Email:** [info@alfaforni.com](mailto:info@alfaforni.com)

For more information and official documentation:

🔗 [Alfa Forni Website](https://www.alfaforni.com/en/)

🔗 [EVO User Manual](https://www.alfaforni.com/user-manual-evo.php)

When requesting assistance, remember that work involving the gas system and its connections must only be performed by qualified personnel.

### ✅ What Should You Check Before Contacting Customer Support?

Before requesting assistance, you can carry out a few basic checks that do not require dismantling technical components.

| Problem | Initial Check |
| --- | --- |
| The burner does not ignite | Check that you have followed the user manual's ignition procedure. If ignition fails, shut off the gas and contact customer support. |
| The PIEZO button does not generate a spark | Check the thermometer's power supply and batteries. If the problem persists, shut off the gas and contact customer support. |
| The oven heats up slowly | Consider environmental conditions and check the cooking chamber and refractory cooking floor temperatures separately. |
| The digital display does not turn on | Check the four 1.5 V batteries and their polarity. |
| ToGrill does not connect | Check Bluetooth, thermometer power and the QR code connection procedure. |
| Problems occur after wood-fired operation | When the oven is cool, check for residues around the burner area. |
| Stains appear on metal surfaces | Refer to the recommended stainless steel cleaning and maintenance instructions. |

**Warning:** These checks do not replace a professional technical diagnosis. If the issue involves gas, combustion, connections or safety components, stop using the oven and contact qualified personnel.

### 📚 Where Can You Find More Information About Using EVO?

For more information about the oven's features, operating instructions and maintenance:

🔗 [Discover EVO on the Alfa Forni Website](https://www.alfaforni.com/en/product/evo-everything-outdoor/)

The **EVO OVEN** section of the Alfa Forni Help Center also includes articles about installation, ignition, the Hybrid system, the digital thermometer and maintenance.

For warranty conditions and technical procedures, always refer to the official user manual and the legislation applicable in your country.

- [Before the purchase](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#main-content)

    - [Choice of the oven](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#choice-of-the-oven)
    - [Installation and compatibility](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#installation-and-compatibility)
    - [Power supply and fuels](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#power-supply-and-fuels)
    - [Accessories and features](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#accessories-and-features)
    - [Warranty and registration](https://help.alfaforni.com/en/before-the-purchase?hsLang=en#warranty-and-registration)
- [Installation and first start-up](https://help.alfaforni.com/en/installation-and-first-start-up?hsLang=en#main-content)

    - [Assembly and configuration](https://help.alfaforni.com/en/installation-and-first-start-up?hsLang=en#assembly-and-configuration)
    - [First start-up and testing](https://help.alfaforni.com/en/installation-and-first-start-up?hsLang=en#first-start-up-and-testing)
- [Use and cooking](https://help.alfaforni.com/en/use-and-cooking?hsLang=en#main-content)

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- [Urbe oven](https://help.alfaforni.com/en/urbe-oven?hsLang=en#main-content)

    - [Installation and compatibility](https://help.alfaforni.com/en/urbe-oven?hsLang=en#installation-and-compatibility)
    - [Functionality and use](https://help.alfaforni.com/en/urbe-oven?hsLang=en#functionality-and-use)
- [Pizza experience & events](https://help.alfaforni.com/en/pizza-experience-events?hsLang=en#main-content)

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    - [Perfect cooking](https://help.alfaforni.com/en/pizza-experience-events?hsLang=en#perfect-cooking)
- [Maintenance and cleaning](https://help.alfaforni.com/en/maintenance-and-cleaning?hsLang=en#main-content)

    - [How do I clean my oven?](https://help.alfaforni.com/en/maintenance-and-cleaning?hsLang=en#how-do-i-clean-my-oven)
- [Troubleshooting](https://help.alfaforni.com/en/troubleshooting?hsLang=en#main-content)

    - [Temperature and combustion](https://help.alfaforni.com/en/troubleshooting?hsLang=en#temperature-and-combustion)
    - [Structure and components](https://help.alfaforni.com/en/troubleshooting?hsLang=en#structure-and-components)
- [EVO OVEN](https://help.alfaforni.com/en/evo-oven?hsLang=en#main-content)

    - [Features & Installation](https://help.alfaforni.com/en/evo-oven?hsLang=en#features-installation)
    - [Operation & Technologies](https://help.alfaforni.com/en/evo-oven?hsLang=en#operation-technologies)
    - [Accessories, Maintenance & Support](https://help.alfaforni.com/en/evo-oven?hsLang=en#accessories-maintenance-support)

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