[10:14 AM] Customer: Hi, I received my Emberleaf Sample Roaster yesterday, and the cooling tray won’t start after a batch.

[10:15 AM] Support (Maya): Hi! I’m sorry about that. Let’s get it sorted out. Does the roasting drum stop normally when the timer ends?

[10:15 AM] Customer: Yes. The drum stops, and the display says “COOL,” but the fan doesn’t come on.

[10:16 AM] Support (Maya): Thanks. Please check whether the cooling tray is fully seated. There’s a small safety switch beneath the rear-left corner, and the fan won’t run unless the tray presses it down.

[10:17 AM] Customer: I pulled the tray out and put it back in. Still nothing.

[10:18 AM] Support (Maya): Understood. With the roaster turned off and unplugged, could you check for any packing material beneath the tray? Some units ship with a thin foam strip around that switch.

[10:20 AM] Customer: That was it! There was a little black foam piece tucked underneath.

[10:20 AM] Support (Maya): Great find. Please remove the foam, reseat the tray, and plug the roaster back in. You can test the fan without tea by selecting “Cool Only” from the main menu.

[10:22 AM] Customer: The fan is running now. Is it safe to roast another batch right away?

[10:22 AM] Support (Maya): Yes, as long as the previous batch has been removed and the drum temperature is below 80°C. For small batches, we also recommend waiting about five minutes between roasts to keep the profiles consistent.

[10:23 AM] Customer: Good to know. I’m roasting 150 grams of rolled oolong. Is that too little?

[10:24 AM] Support (Maya): That’s within the recommended range. The roaster works best with 120–300 grams. For 150 grams, start with Profile O2 and reduce the finishing time by 30–45 seconds if the leaves are already fairly dry.

[10:25 AM] Customer: Perfect. I thought I’d broken it on the first day.

[10:25 AM] Support (Maya): Not at all—the shipping foam is easy to miss. I’ll also email you the tray diagram and the small-batch profile guide.

[10:26 AM] Customer: Thanks, Maya. The next batch is cooling properly now.

[10:26 AM] Support (Maya): You’re welcome! Enjoy the oolong, and please contact us if anything else comes up.