The rice is scorched or burnt
The main reason for this type of issue is usually the use of parboiled, pre-cooked or easy-cook rice.
These types of rice have already been partially or fully cooked as part of their production process and are not compatible with our rice cookers. It may seem obvious, but it is important to make clear that our rice cookers are designed to cook uncooked/raw rice. Using rice that has already been processed or cooked can affect how the rice absorbs water and how the cooker detects and manages the cooking cycle, which can result in rice sticking, scorching or burning.
If you are using the correct type of rice, check the following:
Check the underside of the inner bowl and the heating element. Make sure there is no rice, starch, water or other residue stuck to either surface. The underside of the inner bowl must be completely clean and dry and should make full contact with the heating element.
Make sure the rice has been rinsed properly. Excess starch left on the rice can cause it to become excessively sticky and may contribute to sticking or scorching. We recommend thoroughly rinsing the rice before cooking until the water runs reasonably clear.
Check the amount of water being used. If there is not enough water for the particular type of rice, the rice can become too dry during the cooking cycle and may scorch or burn on the bottom. If you are following the correct water level but are still experiencing this issue, try adding a small amount of additional water rather than making a significant adjustment.
Do not add salt before or during cooking. Salt can alter the boiling point of water and may affect the cooking process. We do not recommend adding salt to the rice while it is cooking. If you prefer to add salt, add it after the cooking cycle has finished.
Check that you are using the correct measuring cup and water level. Rice cooker measuring cups are generally smaller than standard kitchen measuring cups, so using the wrong cup can result in an incorrect rice-to-water ratio. Always use the supplied rice measuring cup and the appropriate water level for the type and quantity of rice being cooked.
Make sure the inner bowl is sitting correctly in the rice cooker. After adding the rice and water, ensure the bowl is properly positioned and sitting flat against the heating element. Do not start a cooking cycle if the bowl is tilted or not fully seated.
If you have checked all of the above and are still experiencing rice scorching or burning, please contact us with details of the rice you are using, the quantity of rice and water, and which cooking function you selected. If possible, also provide a photograph of the cooked rice and the underside of the inner bowl. We can then investigate the issue further and advise you on the best solution.