Candy After Sales Service - Online Fault Finder

Washing Machines

Before contacting our After Sales Service department for technical advice, you should consult our Problem Solving Guide below. Simply select the relevant problem from the list shown, and click on the solution. Some problems may have more than one solution, so if the first solution does not work, try the next one on your list. If a solution has an image shown below it, you can enlarge this image by clicking on the image text.

Browse through the following possible scenarios and click the most appropriate link for your current issue.

Where are the model and serial numbers?

Inside the door

Open the door of your product, the rating plate sticker should be visible on the top of the porthole. The information usually required by our customer service team are the model number which is 8 digits long (beginning with a 3), and the serial number which is 16 digits long.

How to find your model number

Important

In the interest of consumer safety, any adjustments, alterations or replacement parts should only be made or fitted by a suitably qualified and competent person with the machine disconnected from the mains supply.

The machine will not start

Door and program check

Close the door. Check that there is power to the machine. Select a programme and press Start Pause. Check if the door locked light is illuminated. If it is not, check the following: 1. Is the machine connected to the electrical supply? 2. Is the electrical supply OK? Check another socket. 3. Has the fuse on the machine blown? If so, replace it.

Important

Plumbing check

If the door locked light is illuminated and the machine does not start this means that the machine cannot fill with water, check the following: 1. Check the programme dial is correctly aligned with the programme. 2. Is the water supply to the machine switched on? 3. Are the pipes kinked or restricted in any way?

Important

There is no electricity going to the machine

Power supply check

Check the machine is connected to the electricity supply, and the plug socket is switched on.

Important

Socket check

Is the power socket working? Try another appliance in the socket to test it.

Important

Check trip switch

Has your electricity supply tripped? Check the trip switch on your electric meter.

Important

Fuse check

Once you are certain that there is an electricity supply coming out off the socket, change the fuse in the plug in case it has blown.

Important

The machine has power, but will not start

Close the door firmly

Check that the door is firmly shut.

Important

Program test

If the indicator lights are on, but the machine still will not start a wash programme, try cancelling the programme by selecting the off position on the control dial. Wait for about 10 seconds, then reselect a spin cycle. If it spins satisfactorily then try the wash programme again.

Important

Error Codes

Error 01

Door is not locked. Check to ensure the door is locked properly, if it is, you will need to book a service call.

Important

Error 02

Not filling with water or slow to fill. Refer to ‘ Machine not filling with water’ section of this guide.

Important

Error 03

Not emptying quickly enough. Refer to ‘Water does not drain away’ section of this guide.

Important

Error 04 and higher

Should your machine produce any other error code, the fault will probably need a technical diagnosis and parts to be fitted, so book a service call to solve this problem.

Important

The door will not open

2 minute wait

Has the programme finished? Is the END light illuminated? If not the programme is not complete. Has the door locked light gone out? If not wait a further couple of minutes and the light will go out and you will be able to open the door.

Important

Reset control

Has the programme finished but the door remains locked? Turn the machine to OFF to reset the machine and this will allow the door to open.

Important

Water still in Drum?

If water remains in the drum refer to 'Water does not drain away…'

Important

Problem with the dispenser

Detergent not dipensing

Not all the detergent has been flushed away. 1. Check the water supply tap is fully turned on. 2. Check the inlet hose is not kinked.

Important

Drawer not closing

The dispenser drawer will not close properly. 1. Check the drawer is aligned properly 2. Check the drawer is not clogged with detergent

Important

Steam venting from dispenser

Steam is coming from the dispenser. The machine is designed to vent through the drawer, this is nothing to worry about.

Important

The machine is not filling with water

Water pressure test

Select a wash programme and open the detergent drawer slightly (no more than 2 inches) and observe if the water comes to the front of the drawer or not. If water does not come to the front of the drawer, or only a small amount of water can be seen, then the water pressure needs adjusting. Make sure that the water tap to the machine is turned on fully and test again.

Important

Filter flow control restrictor test

If the water is on, turn the water off, remove the inlet pipe from the rear of the machine, clean the filter and remove the water flow control restrictors behind the filter at the inlet. See the picture. If the adjustments fail to solve the problem call for service.

How to clean the washer filter

Important

Conditioner is not being taken from the dispenser

Syphon tube clean up

Remove and clean the conditioner siphon tube at the rear of the dispenser compartment.

Important

Concentrated conditioner?

Make sure your conditioner is not too concentrated for dispensing. Try diluting if this is the case.

Important

Clean the dispenser

Make sure the water tap is turned on, and that the roof of the dispenser compartment is clear of any residue, if the roof has residue then it is best cleaned with a brush that has stiff bristles. Make sure the bristles go into the apertures in the roof to allow free flow of incoming water.

Important

Remove flow control restrictors

If the water is on, turn the water off, remove the inlet pipe from the rear of the machine, clean the filter and remove the water flow control restrictors at the filter at the inlet. See the diagram below. If the adjustments fail to solve the problem call for service.

How to clean the washer filter

Important

Conditioner is being taken too quickly from the dispenser

Clean syphon tube

Clean the conditioner siphon tube at the rear of the dispenser compartment.

Important

Clean the dispenser roof

Make sure that the roof of the dispenser compartment is clear of any residue.If residue is present clean it with a brush that has stiff bristles, ensure the bristles penetrate the roof apertures to allow a good flow of water into the correct comprtment of the dispenser drawer.

Important

Fill requirements

Do not over-fill the conditioner compartment otherwise it will self-siphon.

Important

Drawer closure

Shut the dispenser drawer gently to avoid the conditioner self-siphoning.

Important

Water does not drain away

Grey outlet hose check

Ensure that there is not a blockage in the drain hose or the hose is not kinked.

Important

Plumbed into a sink outlet (A)

Is the drain hose installed correctly? If connected to the sink waste make sure you have cut the membrane or removed the bung from the under sink drainage unit.

Check the tee of spigot has been cut

Important

Plumbed into a sink outlet (B)

Check if the outlet pipe is plumbed into the down pipe of a sink if it is then there may be a blockage at the connector

Check for a build up of sink residues

Important

Drain filter check

Check for foreign bodies in the filter. If present, clean the filter.

How to find the drain pump filter

Important

Water on the floor around the washing machine

Fill hose check

Is the fill hose tightened? If so, replace the rubber washers and re-tighten.

Important

Stand pipe check

Is the standpipe or the household drain blocked? If so, clear the blockage yourself or call a plumber.

Important

Door check

Is there clothing or dirt between the door gasket and the door glass? Ensure that the door glass and gasket are kept clean and free of laundry when loading the machine.

Important

Dispenser check

Make sure the detergent dispenser is not clogged up with detergent residue

Important

Drain filter check

The machine will be fitted with a filter and filter cover. Check to make sure the filter cover is securely fitted

How to find the drain pump filter

Important

The machine does not spin

Water still in drum?

Has the water drained from the machine? If not, see 'Water does not drain away' problem.

Important

Spin accidentally cancelled?

Have you selected an option that changes the spin profile (change of spin speed on the selector or spin cancel button)? Check the feature in the description of the controls.

Important

Re-balance load

Is the load unbalanced? To reduce noise and vibration and improve the machine’s reliability and life, the machine is fitted with an electronic sensor that detects if the load is unbalanced. To improve the spin performance the load can be re-distributed by hand at the end of the cycle and then re-spun.

Important

The machine is noisy or vibrates a lot during the cycle

Transit Bar Removal

Has the transit system been fully removed?

Removing the transit system

Important

Polystyrene packing removal

Remove the polystyrene blocks which are in bags attached to the inside of the machine

Pull out the polystyrene blocks

Important

Balanced load

Is the load unbalanced? Stop the programme, redistribute the load and restart.

Important

Drain filter check

Check the filter for foreign objects.

How to find the drain pump filter

Important

Loose coins or foreign items

Are there any loose items in the pockets of clothing that can rattle in the drum and cause damage?

Important

The programme takes a long time

Program times

Some programmes do take a long time (over 2.5 hours). Low water pressure can increase the length of the programme. Some products have a time saver button which can reduce the robust programs by up to an hour. The wash results may be effected if the load is fully soiled.

Important

The machine fills with water then empties

Solution A

This is normally associated with incorrect plumbing arrangements. Check to make sure your plumbing complies to the measurements on this picture

Drain hose arrangements

Important

Door seal is dirty

Cleaning requirements

This is usually a build up of undisolved laundry dirt which manifests itself as mould and algae. Clean the door seal with an antibacterial cleaner.

Important

Maintenance wash

To help keep it clean, wipe the door seal dry after every use, and once a month do a maintenance wash at 60°C or above with a detergent that has a laundry bleach in it, and with fabrics that can take that temperature. As a guide liquid,colour care, gentle and woollen detergents do not have bleach in them.

If the upper dispenser roof is coated in residue then it will need cleaning. This is best done with a brush that has stiff bristles. Ensure the bristles penetrate into the roof apertures, this will then allow water to flow to the correct compartments of the dispenser.

Empty the dust manager cassette (fig.1)

Important

The machine fills with water when it is off

Re-align the outlet pipe

This is commonly water going into the machine from the sink tee off connection. Make sure the grey outlet pipe goes upwards from the connection to stop water flowing into the washing machine

What to do when machine fills with water when off

Important

Lights are flashing on the facia

Option button error

Is it the Fast Iron button light? if so, press the Fast Iron button. The machine will pump out the wayter and complete the programme. This is a feature of some of the Delicate programmes

Important

Water supply check

When indicator lights flash together twice it means that the electronic control system has detected a fault. Check the water supply is on.

Important

Door shut check

When indicator lights flash together once it means that the electronic control system has detected a fault. Check that the door is shut properly.

Important

Filter check

When indicator lights flash together 3 times it means that the electronic control system has detected a fault. Check the drain pump filter.

How to find the drain pump filter

Important

There is a smell coming from Washing Machine

Outlet hose pipe check

Is the smell from water coming from the sink? If the machine is plumbed into the down pipe from the sink then there may be a residue build up at the connection, disconnect the pipe clean it out and reconnect ensuring that there is a water tight seal before re-using the product

What to do when machine fills with water when off

Important

Maintenance wash

Some smells which come from the washing machine are due to a build up detergent and washing residues. This can be overcome by doing a maintenance wash once a month at 60°C or above, with a detergent that has a laundry bleach in it and with fabrics that can take that temperature. As a guide liquid, colour care, gentle and woollen detergents do not have bleach in them.

Important

Washing machine cleaner

Smelly washing machines can also be overcome by using a proprietary washing machine cleaning agent available from the larger Supermarket Chains.

Important

Machine stops mid cycle

Fast Iron button check

On some programmes our machines stop during the rinses and do not pump the water out. This is because it may have stopped on the Fast Iron feature. This is where the machine suspends the clothes in water prior to the final spin. Check to see if the Fast Iron light is flashing, if it is then press the Fast Iron button and the machine will pump the water out and complete the final spin.

AFTER SALES SERVICE

PROBLEM SOLVING GUIDE

Washing Machines

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