Follett Ice Machine Troubleshooting

/ Ice Machines, Troubleshooting / March 8

Follett Ice Machine Troubleshooting

When it comes to making ice, Follett is one of the best manufacturers on the planet. Their line of commercial ice machines is used in a wide variety of hospitals, hotels, cafeterias and foodservice establishments.

While they’re durable and built to withstand daily use, an issue can pop up over time. Fortunately, we have Follett ice machine troubleshooting tips to help you out. Below are issues and resolutions for Maestro and Horizon Elite models.

Click Models Below for Troubleshooting Tips:


Follett Symphony & Maestro Ice Machine Troubleshooting

These troubleshooting tips are for Symphony and Maestro models.

Click Issues Below for More Info: 


Machine Won’t Run

When the ice machine’s compressor, fan motor and gear motor won’t run, check for the following issues:


  • No power – See if the unit is plugged in or has a damaged power cord. If neither is the problem, make sure the circuit breakers are on.

  • Open bin level control – The ice level control either needs to be adjusted or replaced. Make sure this is corrected by a certified technician.

  • Open coil on gear motor start relay – An open coil on the gear motor’s start relay can cause a torque error. An authorized technician will need to replace the gear motor start relay.

  • Locked gear motor – When the gear motor locks up, this causes an immediate torque error. When this occurs, a technician will need to fix or replace the gear motor.

  • WTR LED off – THE “WTR” LED will turn off when the water in the float reservoir drops below intended levels. If this occurs, have a technician check the reservoir for water or if water flow should be restored to the unit.

  • 20M/2nd LED on – When this LED turns on, this means a first or second torque error has happened. The machine will run for a short amount of time before shutting down. See causes and resolutions below.

Machine Shuts Down

The 20M/2nd LED will light up. If this occurs, the machine will run for a short period of time but shut down due to torque error. Look for the possible causes below:

Follett 25HI400A Symphony Ice Machine-Follett Ice Machine Troubleshooting

                        Follett 25HI400A Symphony Ice Machine



  • Kinked transport tube – Check the ice transport for a kink. Unkink the hose and make sure it’s position correctly. Verify using the Follett installation manual.

  • Ruptured transport tube – The ice transport tube could have an internal rupture. Make sure to replace the entire hose.

  • Closed bin level control – When the bin level control stays in the closed position, have an authorized technician adjust or replace the control.

  • Damaged evaporator bearings – Have technician replace or adjust the evaporator bearings when they’re worn out or damaged.

  • Broken faulty gear motor start relay – If the gear motor start relay is broken, the ice machine will torque out within five second after startup. Have an authorized technician replace the starter relay.

  • Torques out after bin fills – If the machine torques out after the storage bin fills to capacity, check that the ice contacts the bin’s thermostat before backing up into the transport tube.

Machine Won’t Make Ice

When the ice machine’s compressor, gear motor and fan motor are running but won’ make ice, look for the following:


  • Dirty or clogged air filter – See if the air filter is clogged or dirty. Clean the filter or replace it if there is significant damage.

  • Dirty condenser coil – If the condenser coil is dirty, clean the coil.

  • Compressor won’t pump – When the compressor isn’t pumping, have it replaced by an authorized technician.

  • Low refrigerant charge – Have an authorized technician check if the refrigerant charge is low. The technician will need to check for leaks, repair, remove and weigh in the correct charge.

Machine Cycles Irregularly

When the machine cycles sporadically, the float reservoir could be running dry. This causes the sensing probe to signal the machine to shut down. If this occurs, the “WTR” LED will flash on the board. Have a technician check the water supply to float and float operation.

Compressor Won’t Run

If the compressor isn’t running, check for the possible issues below:


  • Dirty or clogged air filter – See if the air filter is clogged or dirty. Clean the filter or replace it if there is significant damage.

  • Dirty condenser coil – If the condenser coil is dirty, clean the coil.

  • Faulty starting capacitor or relay – Have an authorized technician check if the starting capacitor or starting relay are broken. If either is damaged, it will need to be replaced.

  • Open motor winding – A certified technician will need to OHM out windings. The compressor might need to be replaced.

  • No power from compressor output – If there isn’t power output from the compressor output terminal on the control board, a technician will need to check the terminal connect. Also, the control board might need to be replaced.

Compressor Cycles Irregularly

When the gear motor and fan motor are running but the compressor cycles sporadically, look for the following:


  • Faulty starting capacitor or relay – Have an authorized technician check if the starting capacitor or starting relay are broken. If either is damaged, it will need to be replaced.

  • Dirty condenser coil – If the condenser coil is dirty, clean the coil.

  • Open high pressure cutout (high head pressure) – The high pressure cutout could be open from high head pressure. When this occurs, a technician will need to check the supply and water temperature to the condenser. The tech also will need to check the discharge pressure and adjust the regulator valve.

  • Bad ventilation – The inlet and exhaust air provisions. Check the installation manual for proper settings.

  • Faulty compressor – When the compressor is broken, have it replaced.

Compressor & Fan Motor Won’t Run

If the gear motor is running but the compressor and fan aren’t running, check for the following issues:


  • Compressor switch is off – See if the compressor switch is in the “OFF” position. If so, switch it to “ON.”

  • No output on compressor and fan motor terminals – If there isn’t output on the compressor and fan motor terminals on the control board, an authorized technician will need to replace the control board.

  • Open high pressure cutout (failed fan motor) – The high pressure cutout could be open from a failed fan motor. When this occurs, a technician will need to replace the fan motor.

Ice Production Low or Poor

When the ice machine isn’t producing enough ice or making poor ice, look for the potential causes below:


  • Dirty condenser coil – If the condenser coil is dirty, clean the coil.

  • Air flow to condenser coil restricted – Check for an obstruction to the condenser coil. If there is one, remove it and clean the area.

  • Evaporator covered in mineral deposits – When the evaporator is coated in mineral deposits, clean it thoroughly.

  • High water supply or air temperature – If the ambient water supply or air temperature is high, the water will need to be precooled or a technician will have to install an air duct per instructions in the Follett installation manual.

  • Incorrect exhaust air provisions – When the exhaust air provisions are incorrect, a technician will need to correct the issue. Proper provisions are available in the Follett installation manual.

  • Broken expansion valve – When the expansion valve is broken, have it replaced by an authorized technician.

  • Low refrigerant charge – Have an authorized technician check if the refrigerant charge is low. The technician will need to check for leaks, repair, remove and weigh in the correct charge.

  • Insufficient compressor – When the compressor isn’t functioning properly, have it replaced by a certified technician.

  • Incorrect superheat – An authorized technician will need to check if the TEV sensing bulb is properly clamped in place and undamaged or that the bulb’s insulation cover is in place. If there is any damage, it will need to be replaced.

Evaporator Iced on Outside

When the evaporator is iced on the outside but the machine isn’t making ice, check for the following:


  • No output rotation from gear motor – If the gear motor is running but there is no output rotation, an authorized technician will need to check if the gear motor out shaft or gearbox are broken. If either is, it will need to be replaced.

  • Empty float reservoir – If the WTR LED is still lit, the water sensor could be broken. This would need to be replaced by a technician.

  • Air bubbles in water supply line – When there are bubbles present in the water supply line, an authorized technician will need to purge air from the line.

  • Water in reservoir but not evaporator – If there is water in the reservoir but not the evaporator, an authorized technician will need to purge air from the line.

Water Leaking from Bottom of Evaporator

If you notice water leaking from the bottom of the evaporator, it could be due to a broken O-ring seal. If this is the case, have it replaced with a new O-ring.

Evaporator Making Noises

When noises come sporadically from the evaporator, there could be a buildup mineral deposits on the evaporator’s surface. It will need to be cleaned using liquid cleaner.

Follett Horizon Elite Ice Machine Troubleshooting

These troubleshooting tips are for HCC700A/W, HCD700R/N and HCD1400R/N models.

Follett HCD700R Horizon Ice Machine-Follett Ice Machine Troubleshooting

              Follett HCD700R Horizon Machine


Click Issues Below for More Info:


Running But Not Making Ice

When the machine is running but not making ice, check for the following:


  • Broken parts – The machine could have a broken compressor, start relay, run capacitor, start capacitor or main contactor. Have an authorized technician check each component and replace if broken.

  • No output from PC board – When there is no output from the PC board, a technician will need to replace it with a new one.

  • In purge cycle – Contact a technician to check for purge operation in the machine.

Clogged & Not Making Ice

If the machine is not making ice due to a drain clog, look for the possible causes below:


  • Kinked or clogged drain hose – Either issue will cause water to back up. If the drain hose is clogged, clean out the obstruction. If kinked, unkink the hose to help the water flow properly.

  • Poor floor drain routing or pitch – If the floor drain routing is incorrect or there is pitch blocking the drain, water can back up. Make sure to reroute the floor drain.

  • High TDS levels and leaking drain solenoid – The water could have high total dissolved solids (TDS) and/or the drain solenoid leaks. This could cause clogging in the drain. Clean the surrounding area near the drain sensor and replace the drain solenoid valve.

  • External drain line needs a vent – Have a vent added to the drain line.

High AMPS & Not Making Ice

When the “HI AMPS” light comes on and the machine isn’t making ice, search these potential causes:


  • Jammed auger – Bad water quality could make the ice jam the auger. Clean the machine to help the flushing frequency.

  • Unplugged gear motor – Make sure to plug the gear motor.

  • Faulty shuttle mechanism – Contact an authorized technician to fix or replace the shuttle mechanism.

  • Sporadic drive output from PC board – This usually causes the evaporator to freeze, leading to a high AMPS error. An authorized technician will need to replace the PC board.

High Pressure & Not Making Ice

When the “HI PRESSURE” light comes on and the machine isn’t making ice, check for the following issues:


  • Clogged air-cooled condenser – When the condenser is clogged, clean the condenser grille area.

  • No water flow through water-cooled condenser – Have an authorized technician restore water flow to the condenser.

  • High ambient temperatures – If the machine is in an area higher than 100°F, move the unit to an air conditioned space.

  • Bad air circulation or ventilation – Improve the ventilation and circulation by moving or repositioning machine. Make sure the unit is in a place where the exhaust won’t recirculate.

  • Fan not working or no air flow – This can occur due to blocked fan blades, no fan output from the PC board or a faulty fan motor. To correct air flow, a technician will need to remove blockages from the fan blades, replace the PC board or replace the fan motor.

Low Water & Not Making Ice

If the “LO Water” light comes on and the machine isn’t making ice, see if there following problems exist:


  • Low water pressure – When water pressure is low, the machine will start when water reaches its proper levels.

  • Inadequate water supply – Check filters and restore water supply to the machine. If the evaporator is empty, you might need to press the reset button to restart the unit.

  • Broken water feed solenoid valve stuck in closed position – If the water feed solenoid valve is broken and stuck in the closed position, have it replaced.

  • No water feed output – When there isn’t water feed output from the PC board, the PC board will need to be replaced.

“Time Delay” Without Full Bin

If the “TIME DELAY” light comes on and the bin isn’t full, check for the issues below:


  • Ice jammed – The ice could be jammed if the transport tube was improperly installed. The transport tube will need to be correctly routed.

  • Shuttle caught in up position – When the shuttle is stuck in the up position, an authorized technician will need to fix or replace the shuttle mechanism.

  • Faulty or incorrectly installed thermostat – If the thermostat is broken or was incorrectly installed, have it corrected or replaced by a technician.

  • Transport tube out of coupling – When the transport tube backs out of the coupling, have the coupling fixed.

Excessive Water in Bin

When there is excessive water in the bin or coming into the bin through the transport tube, look for the following:


  • Obstructed reservoir vent – When something is blocking the reservoir vent, clean the vent tubes and the surrounding area. The tubes should be replaced if there is damage.

  • Broken water feed solenoid valve stuck in closed position – If the water feed solenoid valve is broken and stuck in the closed position, have it replaced.

  • No water feed output – When there isn’t water feed output from the PC board, the PC board will need to be replaced.

Need more help? Check out our selection of Follett manuals for additional troubleshooting tips.


Comments are closed.