I contacted support and they referred me to this site
Having read that and many other web pages trying to resolve the issue they gave me the link to return it.
It was a gift through Amazon so I returned it for Amazon credit. I will not buy another Anova after reading all the other people that had the same problem and that it can be caused by steam.
It’s a shame as they are on the cusp of having a good product.
I am having the same issue with a brand new unit. Support just sent me some copy/pasted docs that had nothing to do with my issue and closed the ticket.
Oof I am really sorry about that. I see what you mean and that’s not a good response. I’ve alerted our customer success manager and we’ll appropriately follow up with the issue you’re experiencing.
Thank you for reaching out to assist but the email support gave me the same links I had previously received in chat. I have since returned the unit through Amazon