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Check for Error Codes Using Diagnostic Mode

PROBLEMS COVERED:

  1. Left Door Control Panel Numeric Display (RF263, RF28, RF25, etc.)
  2. Flex Zone Models with the Control on the Lower Right Door (RF24 and RF34)
  3. For Units with the Display Located on the Top Table (RF18, RF20, etc.)
  4. For Units with the Display Located on the Top Table (RF26, RF260, RF261, etc.)
  5. Top Mount Freezers (RT)


FIRST ACTIVATE HRM (CUSTOMERS ONLY)

Please do the following to set up HRM on your Family Hub:

  1. On your Family Hub, please navigate to Settings, scroll to the bottom, and then touch Remote Management.

  2. Please touch Activate, and then please wait for the server to connect.

  3. The PIN Code will be shown on your screen.

  4. Give the PIN Number to the Agent.

ATTENTION AGENTS-

In most cases, an error code means service is required. This process is to confirm the current error code(s) so they can be entered into documentation correctly.

SOLUTION: Agent Determines The Model

First, determine what fridge model the costumer has.

  • If the customer has a Family Hub Model or Built In Model, use HRM to help them.

  • If they do NOT have a Family Hub or Built In model, have the customer press the buttons on their display.

Note
When walking a customer through diagnosis mode, stress to the customer that they can only press the buttons you instruct them to. Tell them to not try other random button combinations. They are to follow your instructions exactly to enter Diagnosis Mode.


PROBLEM 1: Left Door Control Panel Numeric Display (RF263, RF28, RF25, etc.)

SOLUTION 1A: Customer Touches Button Combination



  • Please press and hold the top left and top right buttons on your display simultaneously for 8-10 seconds until the screen flashes and a chime sounds.



  • If an error code is present, it will be displayed on your fridge's screen.

  • If more than one error is present, the display will cycle through the codes.

  • Your fridge may beep or an alarm may sound because of the error codes. This will stop and clear in 30 seconds.


SOLUTION 1B: Customer Checks Temperature Bars



  • Please press and hold the top left and top right buttons on your display simultaneously for 8-10 seconds until the screen flashes and a chime sounds.



  • If an error code is present, it will be displayed as a bar code.

    • Light 1 starts at the bottom of the temperature bars, while light 7 is displayed at the top.

AGENTS ONLY-

SOLUTION 1C: Agent Identifies Code

Refer to the chart below to identify the code.



If the customer receives a code that is not listed, tell them to manually write what is displayed and which bar is indicated (Fridge or Freezer).



PROBLEM 2: Flex Zone Models with the Control on the Lower Right Door (RF24 and RF34)

SOLUTION 2: Customer Touches Button Combination



  • Please press and hold the Freezer and Control Lock buttons on your display simultaneously for 6 seconds until a numeric code displays on the control panel.



PROBLEM 3: For Units with the Display Located on the Top Table (RF18, RF20, etc.)

SOLUTION 3A: Customer Touches Button Combination



  • Please press and hold the Power Freeze and Power Cool buttons on your display simultaneously for 6 seconds until a numeric code displays on the control panel.

AGENTS ONLY-

SOLUTION 3B: Agent Identifies Code

Refer to the chart below to identify the code.



If the customer receives a code that is not listed, tell them to manually write what is displayed and which bar is indicated (Fridge or Freezer).



PROBLEM 4: For Units with the Display Located on the Top Table (RF26, RF260, RF261, etc.)

SOLUTION 4: Customer Touches Button Combination



  • Please press and hold Power Freeze and Power Cool on your display simultaneously for 8-10 seconds until the screen flashes and a chime sounds.



  • If an error code is present, it will be displayed on your fridge's screen.

  • If more than one error is present, the display will cycle through the codes.

  • Your fridge may beep or an alarm may sound because of the error codes. This will stop and clear in 30 seconds.


PROBLEM 5: Top Mount Freezers (RT)

SOLUTION 5A: Customer Touches Button Combination



  • Please press and hold the Freezer and Fridge button on your display simultaneously for 13 seconds until the screen flashes and a chime sounds.


AGENTS ONLY-

SOLUTION 5B: Agent Identifies Code

Refer to the chart below to identify the code.



NOTE
The Ice icon on the LED display will blink if there is no ice maker installed. This is normal. If an ice maker is installed, this indicates an error.

 
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