Ice Machine Problems? We’re Here to Help
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Frequently Asked Questions about Ice Machine Problems
Ice Machine Problems always seem to arise no matter how well you maintain your unit, so we’ve compiled some frequently asked questions to help solve any issues you may have. We’ve also included some tips and tricks on how to care for your ice machine. As always, if you still have any questions or concerns, feel free to reach out to our 24/7 customer support line. Our team of experts is always ready to help!
Some businesses are not eligible for our full-service ice machine rental program, because they might be looking for a short-term ice machine or their work environment doesn’t meet our standards. Our qualifications include:
- You’re looking for a long-term ice machine (not including seasonal businesses)
- You plan to stay in business and have a good track record running a business
- You have acceptable workplace conditions that meet our standards (controllable temperature, water, air quality)
We promise to do everything we can to work with you, but we may have to disqualify you do not meet the above standards. We will, of course, be happy to sell you an ice machine model regardless of the condition of your workplace or ice needs.
We sure do! However, we do ask that you meet some additional qualifications to rent out those types of units. If your workplace demands a water-cooled or remote condenser unit, give us a call at 913-631-6900, and we’ll work with you to see if we can find the right water-cooled or remote unit for your business.
We do not rent out outdoor ice machines to customers. Commercial ice machines require proper temperatures and conditions to run correctly, and quite frankly, the risk that something might go wrong is just too great. It’s nearly impossible to control the temperatures outdoors, and weather conditions can cause severe problems to the ice machine.
Of course, we will sell you an ice machine to install outdoors if you like.
We offer 12-month standard agreements. We do not provide additional discounts for multi-year contracts. On the other hand, we do offer discounts if you rent 6 or more machines.
There are a few situations that may necessitate additional charges. They include:
- Your electronic payment is declined.
- You call for service, and we discover it is a non-machine related issue.
- You damage the machine in any way.
There are also additional services we provide that we will charge you for if you need them. They include things like equipment relocation, non-standard equipment, etc. Know that we will always let you know well in advance of any additional charges before performing any work.
Finally, on some rare occasions, work environments change, which require additional cleanings and service visits not included in your original contract. Examples include adding a microbrew or pizza oven that kicks up extra yeast in the air. Again, we will always communicate additional charges to you ahead of any work we need to perform.
We offer three payment options. They include:
- Automatic debit authorization from your bank account
- Electronic monthly charges to your debit or credit card
- eCheck or Electronic Funds Transfer (issued on the first day of the month)
For every machine we rent out, we keep track of the next cleaning and maintenance events needed. When your ice machine is due for its next cleaning or maintenance, we give you a call and work to schedule the best time that works for both parties. Our standalone service works the same way. Here’s the step-by-step process:
- An Ice-Masters representative will call you to let you know that your ice machine is due for service. We then ask you the best time you’d like us to send a technician. We’ll also let you know if you need to make any preparations before they arrive.
- When the technician arrives, they will check the ice machine for any damage and test the environment.
- If the equipment is rented, the technician then approves the condition of the machine and begins to work on it. While they work, the technician will make note of any unexpected or unusual conditions.
- After the service is complete, the technician goes over the completed work with the responsible party and asks for a completion signature.
You bet we can! Just give us a call, and one of our helpful customer representatives will assist you any way they can. We know precisely how to size the perfect ice machine for your business. We generally ask three main questions:
- Ice Shape: Crescent, Dice, Square, Cubelet, or Flaked?
- Condenser: Air-cooled, Water-cooled, or Remote?
- Usage/Capacity: How much ice will you need each day?
You want to find an area with controlled temperature and plenty of ventilation for hot air to move. Some places that ARE NOT a good choice are:
- Hot Kitchens
Yes. Take care of your ice machine, and it will take care of you! Although scheduled cleanings will eliminate any contamination, some daily light cleaning will keep your ice machine pristine between scheduled cleanings. Remember, professional cleaning can do a lot, but it can’t stop dirt and contamination after the cleaning. Proper ice handling and daily, light cleaning can help guarantee your ice stays clean for your customers.
Ice contamination generally happens during two events: as the ice machine produces the ice and when users retrieve the ice. Our maintenance and sanitizing will help take care of the first, but proper ice handling by users is the only way to prevent the second.
We help keep ice clean and sanitary with:
- Site Surveys – We test to see if the environmental conditions in your workplace allow for safe and clean ice production.
- Water Filtration and Treatment – Advanced filtration methods help prevent hard water or contaminated water from entering the ice machine.
- Regular Maintenance, Cleaning, and Sanitizing – Preventive maintenance and cleaning keeps machines sanitary and in peak condition.
After the ice drops in your bin, it becomes your staff’s responsibility to keep your ice supply clean. The best way to do this is to make sure is to educate your staff on proper ice handling procedures. Make sure they know how to handle ice bins, ice containers, and scoops according to your city’s health department guidelines.
By far, the best way to make sure the ambient air around your ice machine stays consistent is to install the unit in a temperature-controlled room with plenty of ventilation. In addition, you should:
- Install the unit away from heat-producing appliances like ovens and furnaces
- Keep the room temperature around 70-75 degrees Fahrenheit
- Clear away any clutter or boxes from around the unit
To clean your ice bin:
- Turn off the ice machine
- Wipe dirty areas with a solution of 90% water and 10% chlorine
- Let the solution air dry before turning the machine back on
Spraying the filter with hot water is normally all you need to clean the filter of dust and dirt. If the filter has a lot of grease stuck to it, you may need to spray it with an industrial strength degreaser before rinsing it with hot water.
A few things can cause your ice machine to drop less ice (or no ice at all). This is one of the more common ice maker problems we see out in the field. Before you make a service call, check these areas first:
- Drain: Make sure there are no drainage issues in your workplace. Check to see that a foreign object isn’t blocking the drain in your bin.
- Electricity: Before calling, make sure the ice machine is plugged in and turned on. Power outages or breaker issues within the last 48 hours can also affect your ice machine.
- Water: Check to see that the water is turned on. If you’ve had any water issues in the last 48 hours (water being shut off, water mains breaking, etc), this could also cause your machine to have problems. If you notice other appliances like sinks or toilets not working correctly, call a plumber to see if there is an issue with your city water supply.
- Temperatures: Try and keep the ambient air temperature around your machine close to 70 degrees. If you notice the temperature is over 95 degrees or below 40 degrees, adjust your thermostat accordingly. Extreme hot and cold temperatures can affect your ice production rate.
- Air flow: Check to see that no boxes or clutter are blocking the vents of your ice machine.
- Demand: Make sure you aren’t doing more business than usual. Ice may seem low, but it could just be that your ice machine is working fine but isn’t keeping up with the influx of new customers.
If your ice machine is producing small ice cubes, it’s most likely a water-related issue. These can include:
- Not enough water is entering your ice machine.
- A leak inside your machine.
- The float switch isn’t adjusted correctly.
Hoshizaki ice machines use an audible alert to signify that some issue is affecting the unit. This is another common ice maker problem we get calls about. Most Hoshizaki ice machines have 7 different “beep codes” that signify a problem. They include:
- 1 Beep – High temperature measured at the evaporator outlet
- 2 Beep – Long Harvest Cycle
- 3 Beep – Long Freeze Cycle
- 4 Beep – Shorted Circuit on Mechanical Bin Sensor
- 5 Beep – Open Circuit on Mechanical Bin Sensor
- 6 Beep – Low Voltage supplied to Machine
- 7 Beep – High Voltage Supplied to Machine
Leaks are another common ice machine problem we see in the field. If you notice water pooled around your ice machine, don’t ignore it. If it is a leak, it can end up causing considerable damage to the ice machine or the surrounding area.
If you suspect a leak, try and figure out if the leak is originating from the front or behind the shut-off valve (found behind the machine).
If water is leaking from behind the shut-off valve, it’s most likely an issue with the water line. A plumber can take care of that for you.
Leaks coming from in front of the valve, signify an issue inside the ice machine. If this is the case, give us a call, and we’ll send a technician to your location as soon as possible.