FIRST ACTIVATE HRM (CUSTOMERS ONLY)

For all these problems, please first follow these steps to activate 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.

PROBLEM 1:

Condensation Forms Inside or Outside Fridge

AGENTS ONLY-

SOLUTION 1:

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.
  
  
• If there are no error codes, please verify if any other issues are being experienced (such as a cooling issue) and perform troubleshooting as needed.

PROBLEM 2:

Interior Lights Do Not Turn On

SOLUTION 2A:

Customer Checks Fridge

When you are connected to HRM, please do the following to check your lights:

• Please make sure that the doors were not left open for more than 8 minutes. Your fridge has a sensor that disables the lights if a door is left open for an extended period of time. If the doors were left open, please close the doors.
  
  
  • On most models, wait approximately 20 to 30 minutes for the sensor to cool off. Normal light operation will resume.
    
    
  • For some newer models, the lights will turn back on instantly when the doors are shut and then reopened.
    
    
• Please check for proper door alignment and installation. If your fridge's doors are not properly aligned and/or the wire harness is not connected properly, the refrigerator will not detect when the door is closed. It will think the door is being continuously left open. When the refrigerator is first turned on, the lights will be on for 8 minutes. They will then turn off and stay off as if a door was open the entire time.
  
  
  • You can find instructions for installing the doors and connecting the wire harness in your user manual. For further assistance, contact a professional installer.

*If the lights still remain out after waiting approximately 20 to 30 minutes, and if the doors and wire harness were properly installed, service is required.

AGENTS ONLY-

SOLUTION 2B:

Agent Checks Fridge Via HRM

When the customer has activated HRM and given you the code, do the following:

1. Using HRM, go to the Individual diagnosis tab, and turn the LED lamps (F-Lamp, R-Lamp, and CV-Lamp) on and off. Then, confirm with the customer that the lights are turning on and off.
   
   
   • If any of the lamps do not work when controlled via HRM, service is required.
     
     
2. Have the customer open and close the fridge's door. While the customer is doing this, monitor the door switch to determine if the refrigerator detects the door's correct status.
   
   
   • If the door switch is not working, service is required.
     
     
3. Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.

NOTE
If the model has an external dispenser, the dispenser will also not work if the refrigerator thinks the door is open. On some models, an alarm may also beep to indicate a door is "open."