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Do you have a model number so I can better assist you and see what can cause this issue?
That's OK the model should be located on a sticker below the cooktop and usually seen if you open up the cabinet doors below the cooktop if you have one. I see you requested a phone call so I'll send that option over as well if you'd rather speak by phone.
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Hello I am a different tech, have you tried to unplug the unit for 1 full minute to reset it? Try that and let me know what happens.
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