PROBLEMS COVERED:
- Ice Bucket Frozen
- Refrigerator Not Dispensing Ice
- Frost in the Ice Bucket
FIRST ACTIVATE HRM (CUSTOMERS ONLY)
For all three problems, please first follow these steps to activate HRM on your Family Hub:
- On your Family Hub, please navigate to Settings, scroll to the bottom, and then touch Remote Management.
- Please touch Activate, and then please wait for the server to connect.
- The PIN Code will be shown on your screen.
- Give the PIN Number to the Agent.
PROBLEM 1: Ice Bucket Frozen
AGENTS ONLY-
SOLUTION 1: Agent Checks Fridge Via HRM
When the customer has activated HRM and given you the code, do the following:
- Using HRM, go to the Basic control tab, and verify if the Dispenser Lock is disabled. If it is enabled, disable it via HRM.
- Using HRM, go to the Basic control tab, and check the water filter usage. If the water filter is almost 100% used up, explain to the customer how to replace the water filter.
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
- Tell the customer to NOT use a hair dryer in order to loosen the ice in the ice bucket. This will damage the refrigerator.
*If the ice bucket in the refrigerator compartment is frozen in place, or the ice maker is frozen over, service is required.
PROBLEM 2: Refrigerator Not Dispensing Ice
SOLUTION 2A: Customer Checks Ice Maker
When you are connected to HRM, please do the following to check the ice in your dispenser:
- Please check if Dispenser Lock is disabled. Dispenser Lock can be found under Fridge Manager > Fridge Settings. Also, a notification will appear on the main Touch Control Panel if you try to use the dispenser while Dispenser Lock is enabled.
- Please check that an ice type (cubed or crushed) is selected on your control panel.
- Please remove the ice bucket and check if there is ice in it. Please also check that ice cubes have not fused together or formed into clumps.
- Please open the bottom of your ice bucket and check to see if the chute is not blocked or clogged with ice.
- To clear this opening, please run it under warm water until the ice buildup is gone. Please make sure it is completely dry before re-installing the ice bucket.
- Please reinsert the ice bucket, and make it is fully inserted and seated properly. If the ice bucket is not fully inserted, the motor may make noise, but no ice will dispense.
- Please check that the connectors in the wire harness (located under the left side of the hinge cap) are connected properly. For instructions on connecting or disconnecting the connectors, please refer to your user manual and its section about removing the refrigerator doors.
*If you have performed all of the steps above and the dispenser is still not dispensing ice, service may be required. But first, let the agent check your fridge via HRM.
AGENTS ONLY-
SOLUTION 2B: Agent Checks Via HRM
When the customer has activated HRM and given you the code, do the following:
- Using HRM, go to the Basic control tab, and verify if the Dispenser Lock is disabled. If it is enabled, disable it via HRM.
- Using HRM, go to the Basic control tab, and check the water filter usage. If the water filter is almost 100% used up, explain to the customer how to replace the water filter.
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
*If you have performed all of the steps above and the dispenser is still not dispensing ice, service is required.
PROBLEM 3: Frost in the Ice Bucket
SOLUTION 3A: Customers Checks For Warm Air
If frost is forming in the ice bucket, then warm air is entering the ice bucket compartment.
When you are connected to HRM, please do the following to check the ice in your dispenser:
- Please identify and correct the source of the warm air.
- Possible areas where warm air could be getting in are:
- The left side door if it is not aligned correctly.
- The ice bucket seal.
- The ice dispenser flap seal.
*If you have performed these steps and frost still forms in the ice bucket, service is required.
SOLUTION 3B: Customer Checks Left Side Door Alignment
The left door being misaligned is the most likely cause of frost in the ice bucket.
To check for proper alignment, please perform the following:
1. Open your fridge's right door only, keeping the left door closed. Look inside your fridge at the closed left door.
2. Check for a gap between the ice bucket and the ice chute, which is part of the left-side door. The gasket should sit flush up against the ice bucket.
3. If there is a gap, warm air from the refrigerator compartment will enter the ice maker compartment and cause frost.
4. To correct this, level the refrigerator and adjust the doors. A properly leveled refrigerator will have the front of the refrigerator resting on the leveling legs and the front wheels will not be in contact with the floor.
SOLUTION 3C: Customer Checks Ice Bucket Seal
If your ice bucket is not sealed correctly, warm air could enter the ice bucket.
To fix this, please perform the following:
- Please remove the ice bucket, and then inspect the rubber seal around it. Please check to confirm that the seal is clean and not damaged.
- When reinserting the ice bucket, please make sure to slide it in completely.
*If the ice bucket is damaged, it will need to be replaced.
SOLUTION 3D: Customer Checks Ice Dispenser Flap Seal
If the flap on your ice dispenser is not closing properly, warm air will enter the ice maker compartment and cause frost to build up.
To fix this, please perform the following:
- Usually, the flap does not close completely because of ice, frost, or other debris building up around the flap.
- To check the flap, open your fridge's left door, and look at the black flap inside the ice chute. If the flap is in the correct position, it will be flush against the housing.
- If the flap is not flush against the housing, check for ice or any other debris that may be keeping the flap open.
AGENTS ONLY-
Solution 3E: Check Fridge Via HRM
When the customer has activated HRM and given you the code, do the following:
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
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