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If your machine isn’t making ice, these are some simple steps to help diagnose the problem:

• Is the Machine Dropping Ice? Check to see if the unit is dropping a new batch of ice every 30 minutes or so. Your machine may just need time to catch up, especially during peak season.
• Is It too hot or too cold in your space? Temperatures above 80°F or below 50°F can cause your ice machine to underproduce or even stop making ice. Adjusting your room’s thermostat or placing a fan to blow directly on the equipment can help keep ice production steady.
• Double-Check the Power: Confirm your machine is plugged in, turned on, and no breakers are tripped—simple but often overlooked.
• Is it properly Ventilated? Make sure you have at least a foot of space around the machine and avoid putting anything on top of or next to it, so air can circulate properly.
• Look for the Bin Baffle: Larger bins sometimes come with a plastic baffle to help route ice properly. If this piece is missing or out of place, ice may pile up and block the bin from filling up.

If your ice bin has water pooling or the ice feels wetter than usual, here are some steps to troubleshoot:

• Check the Drain: A clogged drain or a non-working drain pump could be the issue. From inside the bin, move the ice and make sure the drain line is not obstructed. If you have a condensate pump, check that it is plugged in and working. If this doesn’t solve the issue, it’s time to call for service.
• Look for Water Flowing Into the Bin: If you notice a small stream of water from the machine flowing into the ice bin while ice is still being produced, this could mean a part needs adjusting. It’s typically a minor issue, best handled by a professional. Contact us to schedule a service check.

There are a few common reasons why your refrigerator might not be keeping things as cold as usual. Here’s what to look for:

• Was it just stocked? If the doors were left open while stocking or if it was just stocked with warm items, the temperature inside will rise. The temperature should return to normal in about an hour.
• Power Supply: Make sure the breaker hasn’t tripped, the unit is plugged in, and the outlet is working. You’d be surprised how often an accidentally unplugged refrigerator is mistaken for being broken!
• Door Seals: Make sure the doors are fully closed and there’s nothing blocking them. If you have a refrigerated prep table, make sure the top rail cover stays on when it’s not in use. 
• It’s in defrost mode: Throughout the day your refrigerator will go into a “defrost mode” for about thirty minutes.  When this happens, temperatures rise slightly to prevent ice buildup. If you notice a brief temperature increase, wait 20 minutes or so to see if it returns to normal.

If your equipment is leaking, take note of where the leak is coming from and make sure it’s not just condensation drips or a few stray melted ice-cubes. If not, here’s what to look for:

• Turn Off the Water Valve: Close the water shutoff valve behind the machine as soon as possible to stop water flowing in. 
• Power Down the Equipment: Once the water is turned off, unplug the ice machine or turn it off to avoid triggering any alarm sounds.
• Identify the Source of the Leak: If the leak is coming from the ice machine or the bottom of the bin, contact us for service right away. If you have a drain pump, check that it is plugged in and note whether it’s functioning when you get in touch. 
• Call a Plumber for Water Line Issues: If the leak is coming from the water line, shutoff valve, or drain, contact a plumber immediately. Please note that Empire Cooler does not handle and is not responsible for water shutoff valves.

If your equipment is beeping, it’s often due to a plumbing or electrical issue. Here are some steps to help you troubleshoot:

• Check your machine’s water supply. If the water was recently shut off or if you have low water pressure, this could be the issue and you may need a plumber.
• Check your electrical connection. Too little or too much voltage can cause your equipment to beep and malfunction. See our utility recommendations to confirm your amperage is up to spec, and make sure it is not plugged into a GFCI outlet.
• Clean or Replace the Air Filter: A clogged air filter can cause the machine to malfunction, so check if it needs cleaning or replacing.

Next Steps:

• Record the number of beeps you’re hearing.
• Power off the machine and contact us for service.

Our expert team will provide a full diagnostic report and recommend the right parts to keep your machine running smoothly. Don’t worry—we’ll provide a clear quote for the cost of any parts for your approval before starting repairs so there are no surprises. For leasing customers, parts to keep your machine up and running are covered under your contract. You can find a full list of covered services and parts here.

• Ice deliveries are available throughout the Chicagoland area
• Delivery hours: Monday–Friday, 8:00 a.m.–5:00 p.m. CT
• Deliveries are scheduled on a first-come, first serve basis
• A delivery fee per-bar charge applies
• Weekend deliveries are not available

Empire Cooler no longer provides complimentary ice, “emergency” or breakdown ice. We will also no longer provide reimbursement for lease customers. These changes apply across all leasing and service programs.

Complimentary ice delivery is not included in our lease agreement. If ice delivery is needed Empire Cooler will arrange on a best-efforts basis and invoice accordingly. Please note: We do not deliver nor reimburse for any specialty ice products including: flaked, crushed, cubelet, or craft cocktail ice.

For equipment deemed EOL (End of Life): After initial contact, complimentary ice delivery is provided for up to 5 days. The 5-day period begins once an Empire Salesperson establishes contact with the customer. After that period, ice may still be available at a discounted rate.

Complimentary ice delivery is no longer included for leased equipment requiring service or repair.

Connect with our Customer Care team at 844-343-0453.

Ice machines are naturally dark and damp, making them a perfect environment for mold or slime growth. They also pull in air from the surrounding environment to stay cool. That means if your location has flour, bread, yeast, beer, or is especially humid, mold growth can happen faster and may require extra maintenance. 

Here’s how you can keep your machine clean and mold-free:

• Schedule a Cleaning: Reach out to us to schedule a professional cleaning and check if your machine is due for maintenance.
• Keep It Clean Between Visits: Use our simple cleaning tips to maintain your machine between routine maintenance appointments. Regular care can go a long way in preventing mold buildup.

To keep your ice machine in top shape, follow our environment requirements and maintenance best practices. Keeping your machine clean and well maintained is essential to helping it run smoothly and avoid unexpected problems, so you’ll always have the ice you need.

We follow each machine’s manufacturer guidelines for maintenance, which usually means 1-2 deep cleanings per year, depending on your equipment’s make and model.
If your equipment does require service beyond the manufacturer’s recommendations due to environmental factors or any other reason, we may recommend our Preventative Maintenance Program which gives you  additional cleanings at a reduced cost.