SMART DIAGNOSIS
SMART DIAGNOSIS
39
SMART DIAGNOSIS
If you experience problems with your refrigerator, call 1-800-243-0000 in USA(1-888-542-2623
TM
in Canada). Only use the Smart Diagnosis
feature when instructed to do so by the LG call
center agent. The transmission sounds that
you will hear are normal and sound similar to a
fax machine.
TM
Smart Diagnosis cannot be activated unless
your refrigerator is connected to power. If your
refrigerator is unable to turn on, then troubleshooting must be done without using Smart
TM
Diagnosis.
4
Press and hold the Freezer button for three
seconds while continuing to hold your phone
to the speaker.
5
After you hear three beeps, release the
Freezer button.
6
Keep the phone in place until the tone
transmission has
This takes about
three seconds, and the display will count
down the time. Once the countdown is
over and the tones have stopped, resume
your conversation with the specialist, who
will then be able to assist you in using the
information transmitted for analysis.
USING SMART DIAGNOSISTM
First, call 1-800-243-0000 in USA(1-888-542TM
2623 in Canada). Only use the Smart Diagnosis
feature when instructed to do so by the LG call
center agent.
1
Lock the display. To lock the display, press
and hold the Lock button for three seconds.
(If the display has been locked for over ve
minutes, you must deactivate the lock and
then reactivate it.)
2 Open the refrigerator door.
3
Hold the mouthpiece of your phone in
front of the speaker that is located on the
right hinge of the refrigerator door, when
instructed to do so by the call center.
NOTE
For best results, do not move the phone
while the tones are being transmitted.
If the call center agent is not able to get
an accurate recording of the data, you
may be asked to try again.
NOTE
Call quality di erences by region may
a ect the function.
Use the home telephone for better
communication performance, resulting
in better service.
Bad call quality may result in poor data
transmission from your phone to the
machine, which could cause Smart
Diagnosis TM to malfunction.
ENGLISH
Should you experience any problems with your
refrigerator, it has the capability of transmitting
data via your telephone to the LG service
center. This gives you the capability of speaking
directly to our trained specialists. The specialist
records the data transmitted from your machine
and uses it to analyze the issue, providing a fast
and e ective diagnosis.
40 TROUBLESHOOTING
ENGLISH
TROUBLESHOOTING
Common Product Questions
How do I unclog the ice dispenser chute?
Eliminate the frost of ice fragments by removing the ice bin and clearing the chute
with a plastic utensil. Dispensing cubed ice
can also help prevent frost or ice fragment
buildup.
Make sure that the refrigerator doors are
closed before attempting to dispense ice.
Why are ice crystals and frost forming
on my frozen food?
When the doors are opened often or for
long periods of time, warm, humid air
enters the compartment. This raises the
temperature and moisture level within the
compartment. Increased moisture will lead
to frost and condensation. To lessen the
effect, reduce the frequency and duration
of door openings.
How long will it take for my ice bin to
fi ll completely?
Once the ice supply in the bin has been
completely exhausted, it may take up
to 90 minutes before additional ice is
available, and approximately 72 hours to
completely refill the bin.
Why does my ice and water taste
unusual?
It is recommended that you replace the
water fi lter:
• Approximately every 6 months.
• When the water fi lter indicator turns on.
• When the water dispenser output
decreases.
• When the ice cubes are smaller than
normal.
If your refrigerator was recently installed,
dispense 2.5 gallons of water (flush for
approximately 5 minutes) to remove
trapped air and contaminants from the
system. Do not dispense the entire 2.5
gallon amount continuously. Depress and
release the dispenser pad for cycles of 30
seconds ON and 60 seconds OFF.
TROUBLESHOOTING
41
Noises You Might Hear
Rattling
Possible Causes
The defrost control will click when
the automatic defrost cycle begins
and ends. The thermostat control (or
refrigerator control on some models)
will also click when cycling on and
off.
Rattling noises may come from the
flow of refrigerant, the water line on
the back of the unit, or items stored
on top of or around the refrigerator.
Refrigerator is not resting solidly on
the floor.
Refrigerator with linear compressor
was jarred while running.
Whooshing
Gurgling
Popping
Sizzling
Vibrating
Dripping
Pulsating or
high-pitched
sound
Evaporator fan motor is circulating air
through the refrigerator and freezer
compartments.
Air is being forced over the
condenser by the condenser fan.
Refrigerant flowing through the
cooling system.
Contraction and expansion of the
inside walls due to changes in
temperature.
Water dripping on the defrost heater
during a defrost cycle.
If the side or back of the refrigerator
is touching a cabinet or wall, some of
the normal vibrations may make an
audible sound.
Water running into the drain pan
during the defrost cycle.
Your refrigerator is designed to run
more efficiently to keep your food
items at the desired temperature. The
high efficiency compressor may cause
your new refrigerator to run longer
than your old one, but it is still more
energy efficient than previous models.
While the refrigerator is running, it
is normal to hear a pulsating or highpitched sound.
Solutions
Normal Operation
Normal Operation
Floor is weak or uneven or leveling
legs need to be adjusted. See the Door
Alignment section.
Normal Operation
Normal Operation
Normal Operation
Normal Operation
Normal Operation
Normal Operation
To eliminate the noise, make sure that the
sides and back cannot vibrate against any
wall or cabinet.
Normal Operation
Normal Operation
ENGLISH
Noise
Clicking
42 TROUBLESHOOTING
Before Calling for Service
ENGLISH
Review this section before calling for service; doing so will save you both time and money.
Cooling
Problem
Refrigerator
and Freezer
section are
not cooling.
Possible Causes
The refrigerator control is set
to OFF (some models).
Refrigerator is set to Demo
Mode
Refrigerator is in the defrost
cycle.
Refrigerator was recently
installed.
Refrigerator was recently
relocated.
Cooling
System runs
too much.
Refrigerator is replacing an
older model.
Refrigerator was recently
plugged in or power restored.
The door is opened often or
a large amount of food / hot
food was added.
Doors are not closed
completely.
Refrigerator is installed in a
hot location.
Condenser / back cover is
clogged.
Solutions
Turn the control ON. Refer to the Setting the
Controls section for proper temperature settings.
Demo Mode allows the lights and control display
to work normally while disabling cooling, to save
energy while the refrigerator is on the showroom
floor. See the FAQs or the Setting the Controls
section of this manual for instructions on how to
disable Demo Mode.
During the defrost cycle, the temperature of each
compartment may rise slightly. Wait 30 minutes and
confirm the proper temperature has been restored
once the defrost cycle has completed.
It may take up to 24 hours for each compartment to
reach the desired temperature.
If the refrigerator was stored for a long period of
time or moved on its side, it is necessary for the
refrigerator to stand upright for 24 hours before
connecting it to power.
Modern refrigerators require more operating time but
use less energy due to more efficient technology.
The refrigerator will take up to 24 hours to cool
completely.
Adding food and opening the door warms the
refrigerator, requiring the compressor to run longer
in order to cool the refrigerator back down. In order
to conserve energy, try to get everything you need
out of the refrigerator at once, keep food organized
so it is easy to find, and close the door as soon as
the food is removed. (Refer to the Food Storage
Guide.)
Firmly push the doors shut. If they will not shut all
the way, see the Doors will not close completely or
pop open section in Troubleshooting.
The compressor will run longer under warm
conditions. At normal room temperatures (70°F)
expect your compressor to run about 40% to 80%
of the time. Under warmer conditions, expect it to
run even more often. The refrigerator should not be
operated above 110°F.
Use a vacuum cleaner with an attachment to clean
the condenser cover and vents. Do not remove the
panel covering the condenser coil area.
TROUBLESHOOTING
43
Cooling
Po s s ible C a u s e s
Refrigerator was recently
installed.
The air vents are blocked.
Cold air circulates from the
freezer to the fresh food
section and back again
through air vents in the wall
dividing the two sections.
Doors are opened often or for
long periods of time.
A large amount of food or
hot food was added to either
compartment.
Doors not closed correctly.
Temperature control is not
set correctly.
Defrost cycle has recently
completed.
Refrigerator or
Freezer section
is too cold.
Incorrect temperature control
settings.
Items in the
Cheese & Butter
and Condiment
bins are not as
cool as other
items in the
refrigerator.
The Cheese & Butter and
Condiment bins will be
slightly warmer than the
refrigerator compartment.
S o lu t io n s
It may take up to 24 hours for each compartment
to reach the desired temperature.
Locate air vents by using your hand to sense
airflow and move all packages that block vents
and restrict airfl ow. Rearrange items to allow air
to fl ow throughout the compartment. (Refer to
the Airfl ow diagram in the Using Your Refrigerator
section.)
When the doors are opened often or for long
periods of time, warm, humid air enters the
compartment. This raises the temperature and
moisture level within the compartment. To lessen
the effect, reduce the frequency and duration of
door openings.
Adding food warms the compartment requiring
the cooling system to run. Allowing hot food to
cool to room temperature before putting it in the
refrigerator will reduce this effect.
See the Doors will not close correctly or pop open
section in Parts & Features Troubleshooting.
If the temperature is too warm, adjust the
control one increment at a time and wait for the
temperature to stabilize. Refer to the Setting the
Controls section for more information.
During the defrost cycle, the temperature of each
compartment may rise slightly and condensation
may form on the back wall. Wait 30 minutes and
confirm the proper temperature has been restored
once the defrost cycle has completed.
If the temperature is too cold, adjust the control
one increment at a time and wait for the
temperature to stabilize. Refer to the Setting the
Controls section for more information.
This is normal. Items that you would like to keep
cooler should be stored in the refrigerator section.
ENGLISH
P ro ble m
Refrigerator or
Freezer section
is too warm.
44 TROUBLESHOOTING
Cooling
ENGLISH
Problem
Possible Causes
Solutions
Interior moisture Doors are opened often or for When the doors are opened often or for long
buildup.
long periods of time.
periods of time, warm, humid air enters the
compartment. This raises the temperature and
moisture level within the compartment. To lessen
the effect, reduce the frequency and duration of
door openings.
Doors not closed correctly.
See the Doors will not close correctly section in
the Troubleshooting section.
Weather is humid.
Humid weather allows additional moisture to enter
the compartments when the doors are opened
leading to condensation or frost. Maintaining a
reasonable level of humidity in the home will help
to control the amount of moisture that can enter
the compartments.
Defrost cycle recently
During the defrost cycle, the temperature of each
completed.
compartment may raise slightly and condensation
may form on the back wall. Wait 30 minutes and
confirm that the proper temperature has been
restored once the defrost cycle has completed.
Food is not packaged
Food stored uncovered or unwrapped, and damp
correctly.
containers can lead to moisture accumulation
within each compartment. Wipe all containers
dry and store food in sealed packaging to prevent
condensation and frost.
Food is
Food with high water content Rearrange items with high water content away
freezing in the
was placed near an air vent.
from air vents.
Refrigerator temperature
If the temperature is too cold, adjust the
refrigerator
control is set incorrectly.
control one increment at a time and wait for the
compartment.
temperature to stabilize. Refer to the Setting the
Controls section for more information.
Refrigerator is installed in a When the refrigerator is operated in temperatures
cold location.
below 41°F (5°C), food can freeze in the refrigerator
compartment. The refrigerator should not be
operated in temperatures below 55°F (13°C).
Frost or ice
Door is opened frequently or When the doors are opened often or for long
crystals form
for long periods of time.
periods of time, warm, humid air enters the
on frozen food
compartment. This raises the temperature and
(outside of
moisture level within the compartment. Increased
package).
moisture will lead to frost and condensation.
To lessen the effect, reduce the frequency and
duration of door openings.
Door is not closing properly. Refer to the Doors will not close correctly or pop
open section in the Troubleshooting section.
TROUBLESHOOTING
45
Cooling/Ice & Water
Icemaker is
not making
enough ice.
Po s s ible C a u s e s
Condensation from food
with a high water content
has frozen inside of the
food package.
S o lu t io n s
This is normal for food items with a high water
content.
Food has been left in the
freezer for a long period of
time.
Demand exceeds ice
storage capacity.
House water supply is not
connected, valve is not
turned on fully, or valve is
clogged.
Do not store food items with high water content in
the freezer for a long period of time.
Water fi lter has been
exhausted.
Low house water supply
pressure.
Reverse Osmosis fi ltration
system is used.
Tubing connecting
refrigerator to house supply
valve is kinked.
Doors are opened often or
for long periods of time.
Doors are not closed
completely.
The temperature setting for
the freezer is too warm.
The icemaker will produce approximately 70-120
cubes in a 24 hour period.
Connect the refrigerator to a cold water supply with
adequate pressure and turn the water shutoff valve
fully open.
If the problem persists, it may be necessary to
contact a plumber.
Replacing the water fi lter is recommended:
Approximately every six months.
When the water fi lter indicator turns on.
When the water dispenser output decreases.
When the ice cubes are smaller than normal.
The water pressure must be between 20 and 120 psi
(138 - 827 kPa) on models without a water fi lter and
between 40 and 120 psi (276 – 827 kPa) on models
with a water fi lter.
If the problem persists, it may be necessary to
contact a plumber.
Reverse osmosis fi ltration systems can reduce the
water pressure below the minimum amount and result
in icemaker issues. (Refer to Water Pressure section.)
The tubing can kink when the refrigerator is moved
during installation or cleaning resulting in reduced
water fl ow. Straighten or repair the water supply line
and arrange it to prevent future kinks.
If the doors of the unit are opened often, ambient
air will warm the refrigerator which will prevent the
unit from maintaining the set temperature. Low ering
the refrigerator temperature can help, as well as not
opening the doors as frequently.
If the doors are not properly closed, ice production
will be affected. See the Doors will not close
completely or pop open section in Parts & Features
Troubleshooting for more information.
The recommended temperature for the freezer
compartment for normal ice production is 0°F. If the
freezer temperature is warmer, ice production will be
affected.
ENGLISH
P ro ble m
Frost or ice
crystals
on frozen
food (inside
of sealed
package).
46 TROUBLESHOOTING
Ice & Water
ENGLISH
P ro ble m
Po s s ible C a u s e s
Icemaker is not Refrigerator was recently
making enough installed or icemaker recently
ice (continued). connected.
Icemaker not turned on.
The ice detecting sensor is
obstructed.
The refrigerator is not
connected to a water supply
or the supply shuto valve is
not turned on.
Icemaker shuto (arm or
sensor) obstructed.
Ice has bad
taste or odor.
Water supply contains
minerals such as sulfur.
Icemaker was recently
installed.
The food has not been
stored properly in either
compartment.
The interior of the refrigerator
needs to be cleaned.
The ice storage bin needs to
be cleaned.
Icemaker is
making too
much ice.
Icemaker shuto (arm/sensor)
is obstructed
S o lu t io n s
It may take up to 24 hours for each compartment to
reach the desired temperature and for the icemaker
to begin making ice.
Locate the icemaker ON/OFF button on the display
and confi rm that it is set to the Ice On mode.
Foreign substances or frost on the ice-detecting
sensor can interrupt ice production. Make sure
that the sensor area is clean at all times for proper
operation.
Connect the refrigerator to the water supply and
turn the water shuto valve fully open.
If your icemaker is equipped with an ice shuto
arm, make sure that the arm moves freely. If
your icemaker is equipped with the electronic ice
shuto sensor, make sure that there is a clear path
between the two sensors.
A water fi lter may need to be installed to eliminate
taste and odor problems. NOTE: In some cases, a
filter may not help. It may not be possible to remove
all minerals/odor/taste in all water supplies.
Ice that has been stored for too long will shrink,
become cloudy, and may develop a stale taste.
Throw away old ice and make a new supply.
Rewrap the food. Odors may migrate to the ice if
food is not wrapped properly.
See the Care and Cleaning section for more
information.
Empty and wash the bin (discard old cubes).
Make sure that the bin is completely dry before
reinstalling it.
Empty the ice bin. If your icemaker is equipped
with an ice shuto arm, make sure that the arm
moves freely. If your icemaker is equipped with the
electronic ice shuto sensor, make sure that there
is a clear path between the two sensors. Reinstall
the ice bin and wait 24 hours to confirm proper
operation.
TROUBLESHOOTING
47
Ice & Water
Po s s ible C a u s e s
Doors are not closed
completely.
Infrequent use of the
dispenser.
The delivery chute is clogged
with frost or ice fragments.
The dispenser display is
locked.
Ice bin is empty.
Water is
dispensing
slowly.
Water filter has been
exhausted.
Reverse osmosis filtration
system is used.
Low house water supply
pressure.
S o lu t io n s
Ice will not dispense if any of the refrigerator doors
are left open.
Infrequent use of the ice dispenser will cause
the cubes to stick together over time, which will
prevent them from properly dispensing. Check the
ice bin for ice cubes clumping/sticking together.
If they are, break up the ice cubes to allow for
proper operation.
Eliminate the frost or ice fragments by removing
the ice bin and clearing the chute with a plastic
utensil. Dispensing cubed ice can also help
prevent frost or ice fragment buildup.
Press and hold the Lock button for three seconds
to unlock the control panel and dispenser.
It may take up to 24 hours for each compartment
to reach the desired temperature and for the
icemaker to begin making ice. Make sure that
the shutoff (arm/sensor) is not obstructed. Once
the ice supply in the bin has been completely
exhausted, it my take up to 90 minutes before
additional ice is available, and approximately 24
hours to completely refill the bin.
Replacing the water filter is recommended:
Approximately every six months.
When the water filter indicator turns on.
When the water dispenser output decreases.
When the ice cubes are smaller than normal.
Reverse osmosis filtration systems can reduce the
water pressure below the minimum amount and
result in icemaker issues.
If the problem persists, it may be necessary to
contact a plumber or install a booster pump to
compensate for the low pressure.
The water pressure must be between 20 and 120
psi (138 - 827 kPa) on models without a water filter
and between 40 and 120 psi (276 – 827 kPa) on
models with a water fi lter.
If the problem persists, it may be necessary to
contact a plumber or install a booster pump to
compensate for the low pressure.
ENGLISH
P ro ble m
Ice is not
dispensing.
48 TROUBLESHOOTING
Ice & Water
ENGLISH
Problem
Water is not
dispensing.
Possible Causes
New installation or water line
recently connected.
Solutions
Dispense 2.5 gallons of water (flush for
approximately 5 minutes) to remove trapped
air and contaminants from the system. Do
not dispense the entire 2.5 gallon amount
continuously. Depress and release the
dispenser pad for cycles of 30 seconds ON
and 60 seconds OFF.
The dispenser panel is locked.
Press and hold the Lock button for three
seconds to unlock the control panel and
dispenser.
Refrigerator or freezer doors are not Water will not dispense if any of the
closed properly.
refrigerator doors are left open.
Water filter has been recently
removed or replaced.
Dispensing
warm water.
After the water filter is replaced, dispense
2.5 gallons of water (flush for approximately
5 minutes) to remove trapped air and
contaminants from the system. Do not
dispense the entire 2.5 gallon amount
continuously. Depress and release the
dispenser pad for cycles of 30 seconds ON
and 60 seconds OFF.
Tubing connecting refrigerator to
The tubing can kink when the refrigerator
house supply valve is kinked.
is moved during installation or cleaning
resulting in reduced water flow. Straighten
or repair the water supply line and arrange it
to prevent future kinks.
The house water supply is not
Connect the refrigerator to the water supply
connected, the valve is not turned on and turn the water shutoff valve fully open. If
fully, or the valve is clogged.
the problem persists, it may be necessary to
contact a plumber.
Refrigerator was recently installed. Allow 24 hours after installation for the
water storage tank to cool completely.
The water dispenser has been used
Depending on your specific model, the
recently and the storage tank was
water storage capacity will range from
exhausted.
approximately 20 to 30 oz.
Dispenser has not been used for
If the dispenser has not been used for
several hours.
several hours, the first glass dispensed may
be warm. Discard the first 10 oz.
Refrigerator is connected to the hot Make sure that the refrigerator is connected
water supply.
to a cold water pipe.
WARNING: Connecting the refrigerator to a
hot water line may damage the icemaker.
TROUBLESHOOTING
49
Ice & Water/Parts & Features
Po s s ible C a u s e s
Water supply contains
minerals such as sulfur.
W ater fi lter has been
exhausted.
Refrigerator was recently
installed.
Doors will not
close correctly
or pop open.
Food packages are blocking
the door open.
Ice bin, crisper cover, pans,
shelves, door bins, or
baskets are out of position.
The doors were removed
during product installation
and not properly replaced.
Refrigerator is not leveled
properly.
Doors are
difficult to open.
The gaskets are dirty or
sticky.
Door was recently closed.
Refrigerator
wobbles or
seems unstable.
Leveling legs are not
adjusted properly.
Floor is not level.
Lights do not
work.
LED interior lighting failure.
S o lu t io n s
A water filter may need to be installed to eliminate
taste and odor problems.
Replacing the water filter is recommended:
• Approximately every six months.
• When the water filter indicator turns on.
• When the water dispenser output decreases.
• When the ice cubes are smaller than normal.
Dispense 2.5 gallons of water (flush for
approximately 5 minutes) to remove trapped air and
contaminants from the system. Do not dispense
the entire 2.5 gallon amount continuously. Depress
and release the dispenser pad for cycles of 30
seconds ON and 60 seconds OFF.
Rearrange food containers to clear the door and
door shelves.
Push bins all the way in and put crisper cover,
pans, shelves and baskets into their correct
positions. See the Using Your Refrigerator section
for more information.
Remove and replace the doors according to the
Removing and Replacing Refrigerator Handles and
Doors section.
See Door Alignment in the Refrigeration
Installation section to level refrigerator.
Clean the gaskets and the surfaces that they
touch. Rub a thin coat of appliance polish or
kitchen wax on the gaskets after cleaning.
When you open the door, warmer air enters the
refrigerator. As the warm air cools, it can create
a vacuum. If the door is hard to open, wait one
minute to allow the air pressure to equalize, then
see if it opens more easily.
Refer to the Leveling and Door Alignment section.
It may be necessary to add shims under the
leveling legs or rollers to complete installation.
The lamps are LED interior lighting, and service
should be performed by a qualified technician.
ENGLISH
P ro ble m
Water has bad
taste or odor.
50 TROUBLESHOOTING
Parts & Features
ENGLISH
Problem
The interior of
the refrigerator
is covered with
dust or soot.
Possible Causes
Solutions
The refrigerator is located
Make sure that the refrigerator is not located
near a fire source, such as a near a fire source, such as a fireplace, chimney or
fireplace, chimney, or candle. candle.
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