Napolean prestige 500 natural gas issues

Hey all,

Just wondering if anyone else has this issue. I have a 2025 model and the natural gas hose connection on the bbq was reduced down to a 3/8” for that year. I am finding my burners generally only light up from right most burner on the grill to left. The first 2 generally light instantly and the igniter lights then without issues, so he 3rd generally doesn’t light with the igniter but will light if an adjacent burner is on eventually (2-3 seconds), the last burner can take up to 10 seconds to light. I cannot light the sear station if more then 2 burners on the grill are on either.

The local authorized reseller came and had a look and said it was most likely just a flow rate issue and that I should have a gas fitter come and validate the flow last year. I had a gas fitter come out and they said that the flow rate on my gas quick connect is coming out at the expected rates for a 3/8” connection and that the grill really needs a larger gas connection and I should reach out to my reseller again and I’m stuck in a bit of a loop.

Can anyone think of anything that might be blocking the flow that I could check myself?

Assuming it is a flow issue caused by the 3/8” connection, would retrofitting to 1/2” be doable? I know older models had a 1/2” quick connect. My gas line is a 1/2” up to the reducer that I had installed for 3/8” so it would be pretty trivial to pop off the reducer.