Follett Symphony & Maestro Ice Machine Troubleshooting

When the ice stops flowing, drinks go warm and reputations turn sour. That’s why it’s important as a business to troubleshoot these errors as soon as they occur so ice production doesn’t stall and leaves paying customers unrefreshed. Luckily, we’ve compiled a comprehensive Follet Symphony and Maestro ice machine troubleshooting guide to fix errors, provide answers and, hopefully, leave you with a better understanding of your equipment.

Ice Machine Won't Run

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

• Open bin level control – The ice level control either needs to be adjusted or replaced. Make sure this is corrected by an authorized 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, an authorized 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 the 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:

• Kinked transport tube – Check the ice transport for a kink. Unkink the hose and make sure it's positioned 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 an authorized 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 seconds 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 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 an authorized 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 is broken. If either is damaged, it will need to be replaced by an authorized technician.
• Open motor winding – A certified technician will need to OHM out windings. The compressor might need to be replaced by an authorized technician.
• No power from compressor output – If there isn't power output from the compressor output terminal on the control board, an authorized technician will need to check the terminal connection. 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 is 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, an authorized technician will need to check the supply and water temperature to the condenser. The tech will also 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, an authorized 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.
• Airflow to the condenser coil is 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 an authorized technician will have to install an air duct per the instructions in the Follett installation manual.
• Incorrect exhaust air provisions – When the exhaust air provisions are incorrect, an authorized technician will need to correct the issue. Proper provisions are available in the Follett installation manual.
• Broken expansion valve – If 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 an authorized technician.
• Incorrect superheat – An authorized technician will need to check if the TEV sensing bulb is properly clamped in place, undamaged, and that the bulb's insulation cover is in place.

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 is 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 an authorized technician.
• Air bubbles in the 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 the 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.

Not Dispensing Ice/Water

Your ice machine troubleshooting might look a little different depending on whether you press a lever or a touch screen to dispense ice and water. Mind the different troubleshooting techniques for each model:

Lever Model 

• Power switch is off – One reason your Follet ice machine isn’t dispensing ice or water may be that the power switch is off or the unit isn’t plugged in. The power switch is located on the back of the unit.
• Faulty power switch – If the unit is plugged in and pressing the power switch doesn’t do anything, it might need to be replaced. 
• Defective dispense switch – If your Symphony or Maestro ice machine is not dispensing, the culprit could be a faulty dispense switch. Have it replaced by an authorized service technician.
• Broken wheel motor – Check the motor for damage and get it replaced by an authorized service technician.
• Faulty water solenoid valve – When the water doesn’t flow, it’s typically a bad solenoid valve. 

SensorSAFE Model 

• Step 1. Check circuit breakers and power switch – Double-check that the circuit breaker hasn’t tripped and the power switch is turned on.
• Step 2. Press the clean switch – From there, press the clean switch. You’ll find it to the left of the dispensers underneath the overhang.
• Step 3. Troubleshoot the Lens/Sensor – Follow the Lens/Sensor troubleshooting directions below to see if you need to replace it.
• Step 4. Test the control board – Make sure the WTR or WM LEDS on the control board are lit. If not, you may need to replace the control board.

Lens/Sensor Troubleshooting

• Step 1. Turn off dispensing – Before testing, press the clean switch located to the left of the dispensers underneath the overhang.
• Step 2. Take off the slash panel – Remove the slash panel to gain access to the lens and sensor.
• Step 3. Disconnect the WTR and WM wires – Locate the WTR and WM terminals on the control board and disconnect the wires.
• Step 4. Remove the sensor/mounting block – From there, take off the sensor mounting block.
• Step 5. Cleans the lens and sensor – Clean the lens and sensor using a soft cloth and a mild cleaner 
  • Note: Never use an abrasive or chlorine-based cleaner on the sensor and lens.
• Step 6. Reconnect the wires and mounting block – After cleaning and thoroughly drying the lens and sensor, reconnect the wires, attaching them to the correct terminals. Replace the mounting block to its original position.
• Step 7. Restore power and test sensor – Turn the dispenser back on by pressing the clean switch. Next, wave your hand in front of the sensor to test if it’s working. The WTR and WM lights should turn on. If not, it could be that you accidentally switched the WTR and WM wires in the last step or the sensor is faulty and needs to be replaced. If the opposite LED comes on, replace the control board.
• Step 8. Reassemble the dispenser – If the LED turns on and is functioning as intended, go ahead and reinstall the slash panel.

Dispenser Runs Continuously 

Lever Model 

If the dispense wheel is endlessly churning, the dispense switch contacts have burnt out and need replacement.

SensorSAFE Model 

Follow the Lens/Sensor troubleshooting directions above to see if you need to replace the control board.

Water Runs Continuously 

Ice Dispenses By Itself 

• Misaligned baffle – Place a ⅛” spacer between the baffle and the wheel. Loosen the thumb nuts until the baffle hits the wheel. Then, retighten the thumb nuts and remove the spacer.
• Faulty dispense switch – Please contact an authorized service technician to replace the dispense switch.

Not Making Ice

If your ice maker isn’t making ice, it might be in sleep mode or turned off. Check that the machine has power and if the sleep cycle LED is on. You can adjust the sleep cycle timeframe by using the DIP switches on the control board. 

How do I Reset a Follett Ice Machine?

You can reset the Follet Symphony & Maestro ice machine models by pressing the reset button on the control board to clear it. This troubleshooting tactic is useful if you need to start the ice machine while the Time Delay, Drain Clog or Hi Amps LEDs are on.

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

Please contact a local authorized service agent who can help with these specific units and all your commercial kitchen equipment needs.