PROBLEMS COVERED:
- Too Cold or Overcooling
- Too Cold Inside the Freezer
- Fridge Not Cooling
- Frost Buildup Inside the Freezer
FIRST ACTIVATE HRM (CUSTOMERS ONLY)
Please do the following to set up 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: Too Cold or Overcooling
SOLUTION 1A: Customer Checks Fridge
When you are connected to HRM, please do the following to check your fridge:
- Please make sure the temperature on your fridge is not set too low. Every unit has slightly different temperature requirements. For information about the recommended temperature, please refer to your user manual.
- Please check that Power Cool and/or Power Freeze are turned off on your fridge. These settings may make certain compartments colder than the set temperature.
- Please make sure your refrigerator is located in a room that is above 10C (50F). A location that is too cold will amplify your fridge's cooling and could cause overcooling.
- Please make sure that item such as vegetables and fruit are not stored directly in front of the vents. They should also not be stored in the bottom or the back of the refrigerator. Please place them in their designated drawers, or they may freeze.
*If you have followed the steps above and your fridge is still too cold, your fridge needs service.
AGENTS ONLY-
SOLUTION 1B: Agent Checks Fridge Via HRM
When the customer has set up HRM and given you the code, do the following:
- Please go to the Deep Analysis tab, select the customer's issue from the drop down list, and then click Start.
- After the results display, look in the first column (Diagnosis Item) for symptoms that match the customer's complaint.
- Then, review The result of Diagnosis (second column) with the customer.
- Then, use the third and fourth columns (Presumptive cause and The guide for Fixing) to offer additional explanations to the customer.
*If these steps do not resolve the issue, service is required.
PROBLEM 2: Too Cold Inside the Freezer
SOLUTION 2A: Customer Checks Freezer
After you are connected to HRM, please do the following to check your fridge:
- Please check if there is ice in the ice maker. The ice maker will lower the temperature of your freezer, even if it is located somewhere else in the unit. When the ice bucket is full, the freezer will return to the set temperature and will not be as cold.
- If a water line is not connected, please turn off the ice maker. This will this prevent overcooling and will also prevent damage to the ice maker.
*If you have followed the steps above and your freezer is still too cold, your freezer needs service.
AGENTS ONLY-
SOLUTION 2B: Agent Checks Freezer Via HRM
When the customer has set up HRM and given you the code, do the following:
- Please go to the Deep Analysis tab, select the customer's issue from the drop down list, and then click Start.
- After the results display, look in the first column (Diagnosis Item) for symptoms that match the customer's complaint.
- Then, review The result of Diagnosis (second column) with the customer.
- Then, use the third and fourth columns (Presumptive cause and The guide for Fixing) to offer additional explanations to the customer.
*If these steps do not resolve the issue, service is required.
PROBLEM 3: Fridge Not Cooling
SOLUTION 3A: Customer Performs Hardware Troubleshooting
After you are connected to HRM, please do the following to check your fridge:
- If your fridge is brand new and was recently plugged in for the first time, it will need between 4 and 6 hours to become cool and reach its normal cooling temperature.
- Please check that the temperature isn't set too high. The fridge should be around 3C (38F) and the freezer should be around -20C (-4F). If temperature is too high, please decrease the temperature to its factory standard.
- Please check if the door seals are damaged. If the seals are damaged, outside air will enter your fridge. You can test the door seals by placing a dollar bill between the fridge's two doors. Next, pull the dollar toward you. If you can pull it out with no effort, then the door seal needs to be replaced and service is required.
- If your fridge was recently unplugged or a power outage occurred, it may take some time for your fridge to reach its normal temperature.
- Sometimes a power outage may cause your fridge's processor to lock. If this happens to your fridge, a service call is needed.
- Please make sure the fridge is plugged into an outlet properly, or that the refrigerator's electrical outlet has power. Please try plugging in another device into the outlet to see if it is working properly.
- If your fridge is too close to the wall, it could block the ventilation system and prevent the fridge from working properly. Please move your fridge so that its back is farther from the wall. The minimum clearance required between the back of the refrigerator and the wall is 2 inches (5 cm).
- If your display reads "OF" ("OF OF"), your fridge is in Cooling Off Mode (also know as Demo Mode). This mode will disable the compressor, but will continue running all other components, such as interior lighting, control panel, and so on. This allows retailers to display the refrigerator in a store and save energy.
- To remove Demo Mode from your fridge, please press the ENERGY SAVER and POWER FREEZE buttons on your display simultaneously for 3 seconds. (On some models, these two buttons may have slightly different names.) Please hold the buttons until you hear a distinctive chime sound and both temperatures for the freezer and fridge are displayed.
IMPORTANT: The compressor will not come on for at least 5 Minutes after Demo Mode has been cancelled.
*If you have followed all these steps and your fridge is still not cooling, try some of the situational problems below.
SOLUTION 3B: Customer Checks Situational Problems
If hardware was not the problem, please try the following:
- Please do not place food that expires quickly (such as milk or eggs) near the doors. Exposure to warm air (when the doors are open) may cause them to expire faster.
- Please make sure that your fridge is not overfilled with too many items. If there is too much food stored inside your fridge, it can prevent the air from circulating properly.
- Check if there is a large amount of hot food items stored in your fridge. Hot food can slow cooling because your fridge will need to work harder to cool the items down.
- Please make sure your fridge doors were not left open for an extended period of time. If the doors are left open, warm outside air will enter your fridge and cold air will exit. Please close the doors, make sure they are fully shut, and wait a while for the temperature to drop. In general, please try not to open the doors too frequently.
- If your refrigerator is in direct sunlight or located near a heat source, this may be heating up your fridge and preventing it from cooling properly. If this is the case, please move the refrigerator if you can. If you cannot move it, lower the temperature in your refrigerator and freezer to make up for the extra heat.
- Make sure that both the freezer and refrigerator are about half full. The refrigerator will not cool properly when empty. When your fridge is mostly empty, all the cold air escapes when the doors are opened. This can change dramatically temperature of the compartment. When the refrigerator is mostly full, not only does less cold air escape, but the items in your fridge help cool the warm air faster.
- If the temperature outside the refrigerator is warmer (such as in the summer months), please set the refrigerator cooler to help compensate.
*If you have tried all of these steps and your fridge still not cooling properly, please contact service.
AGENTS ONLY-
SOLUTON 3C: Agent Checks Fridge Via HRM
When the customer has set up HRM and given you the code, do the following:
- Please go to the Deep Analysis tab, select the customer's issue from the drop down list, and then click Start.
- After the results display, look in the first column (Diagnosis Item) for symptoms that match the customer's complaint.
- Then, review The result of Diagnosis (second column) with the customer.
- Then, use the third and fourth columns (Presumptive cause and The guide for Fixing) to offer additional explanations to the customer.
*If these steps do not resolve the issue, service is required.
PROBLEM 4: Frost Buildup Inside the Freezer
General Information
- Frost forms when warm moisture in the fridge starts to freeze. If frost is building up in your freezer, this means that warm, moist air is somehow getting inside.
- Frost in the freezer is a pretty common issue. Usually, there is nothing wrong with your fridge or freezer.
- A very thin layer of frost forming on the front of the ice bucket is normal. This is the first place that warm air hits when the dispenser flap opens and when the freezer door is opened.
SOLUTION 4A: Identify Source of Warm Air
If frost is forming in your freezer, please perform the following:
- First, please try to identify where the warm air is coming from. Pay close attention to where the frost is concentrated in your freezer. This will help determine the source of the warm air.
- For example, if there is frost forming on the right side of your freezer, the warm air is most likely entering through the right side.
- If the source of the warm air is caused by something you can fix, please correct the issue and then clean away any frost that has built up. This will prevent more warm air from getting in and will prevent the frost from forming.
- If you have identified the source of the warm air and it is caused something that cannot be corrected, such as a damaged seal, then your refrigerator will require service.
SOLUTION 4B: Make Sure The Freezer Is Closed
If you can't identify the source of warm air, please perform the following:
- Please check if freezer door is completely closing. You can test this by opening and closing the freezer door multiple times.
- If you still aren't sure if the freezer is completely closing, place a lit flashlight into the freezer, shut the door, and then turn off the room's lights.
- If any visible light is coming through from around the edge of the seal, it means the door is not completely closed.
- Make sure the freezer is not overloaded with food items, which could be blocking the door from closing.
- Please make sure nothing has fallen inside the back of the freezer, which could prevent the door from closing completely.
- Please check that frost hasn't formed on the sliding rails of the door, which could prevent the door from sliding all the way shut.
- Check that the freezer door is aligned.
- Please check that nothing is blocking the gasket when the door closes, such as the corner of a ziplock bag, or items with not enough space that are pressed against the back wall.
*If you have tried all these steps and there is still a large amount of frost, check for other possible issues.
Solution 4C: Other Reasons For Frost
If your freezer door is properly closing but frost is still building, please try some of these other options:
- Please ensure that hot or warm food has not been placed in the freezer. The warmth given off by these food items could cause frost to form.
- Make sure the vents in back of the unit are not blocked.
- Please check that the freezer door is never left open for an extended period of time. Even a period of 5 minutes can cause frost to start forming.
- If the doors were recently removed or installed, please make sure they have been installed properly and are level left to right. For further assistance, refer to your user manual or contact a professional installer.
- Please check the ice chute from time to time. Frost does not go away by itself because your freezer's low temperature prevents it from melting. It will continue to build up until it is cleaned off. Make sure no residual ice is propping open dispenser flap, which will allow warmer air into the freezer.
- Please check if the rubber gasket is dirty or damaged.
- If the rubber seal is dirty, you can clean it with a mild detergent and damp cloth.
- If the rubber seal is damaged, service is required.
*If you have tried all these steps and there is still a large amount of frost, then the refrigerator should be defrosted.
SOLUTION 4D: Defrosting the Refrigerator
Defrosting your fridge is the best way to get rid of frost. Please follow the steps below:
- Please remove all your food from your fridge.
- Unplug your fridge and leave it off for at least 24 hours. This will cause the frost inside to melt.
- After 24 hours, please wipe down any excess water, and clean the inside of both your fridge and freezer. We recommend also vacuuming the back of the fridge.
- Please plug your fridge back in and let it cool for 2 hours.
- Please set your fridge's temperature to the factory standard (Fridge: 3C or 38F / Freezer: -20C or -4F).
*If you experience more frost one week after you defrosted your fridge, then please arrange service.
AGENTS ONLY-
SOLUTION 4E: Agents Checks 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. |