Candy After Sales Service - Online Fault Finder

Refrigeration

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?

Rating plate location

Open the door of your product , the rating plate sticker should be visible on the bottom left hand side of the fridge compartment, behind the salad crisper drawer (if fitted). 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.

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.

Can I reverse the doors?

Instruction book check

Most Fridge and Freezer doors can be reversed, this will be confirmed in your instruction book.If you have mislaid your instruction book you can dowload one from our website.

Important

CSA help line

If you are unable to complete this operation yourself, phone our customer service team for advice.

Important

Door seal problems once reversed?

If you have reversed the doors but the seals do not seal properly, try to reshape the door seals by lifting them out and warming them up with a hot sponge or cloth. When you have done this let the seal cool down and it should seal up correctly.

Important

What are the correct installation requirements?

Ambient temperature check

The surrounding ambient temperature needs to stay between 10°C and 32°C, this is the SN classification.

Important

Ventillation check

There should be adequate ventillation. Free standing products should not be placed tightly between two cupboards. It should not boxed in without ventillation.

Important

Siting check

Do not install near a source of heat (boiler, cooker etc) or in a conservatory or in a room where the temperature exceeds 32°C.

Important

What temperature should my fridge be?

Temperture guide

The centre portion of a fridge should be 5°C. The lower portion will be slightly cooler and the upper portion should be slightly warmer, giving an average temperature of 5°C.If the product has a fan unit in the fridge then thetemperature throughout the product will be constant and you should aim for a temperature of 5°C. A degree colder would be okay but careful that the salad items do not freeze.

Important

My fridge is too cold

Temperature guide

The average temperature of a fridge is 5°C. However, if the items located in the bottom of the product, such as milk, lettuce, tomatoes, etc, begin to freeze the thermostat is probably incorrectly set. Try adjusting the thermostat position between 1 and 2. Re-adjust until the desired temperature is achieved.

My fridge is too cold

Important

My ice cream is frozen solid

Serving guide

The composition of ice cream varies from one brand to another and from one flavour to another depending on the butter fat content and other ingredients. However, at –18°C most ice cream is considered hard. The ideal serving temperature is –15°C to –12°C. At about -11°C the flavour of ice cream will be appreciated more than at lower temperatures. Before serving take the ice cream out of the freezer and leave it standing for 10 minutes to regain the soft scoop effect.

Important

My product is noisy

Defrost noises

Cracking noises may come from your product - this is normal! It is due to the machine performing its automatic defrost.

Important

System noises

Whining noises are normal refrigeration noises. This is due to the pressurised refrigeration system switching off after attaining its temperature and the internal pressure reducing.

Important

Visual check

Check behind the machine in case something has dropped down and is vibrating on the pipework.

Important

The Fridge or Freezer motor is always on

Fast Freeze selected

Check to make sure the Fast Freeze button is not activated.

Important

Thermostat setting check

Check the thermostat setting. If it is overset then the motor will be trying to achieve avery low temperature which means it has to work hard to do so.

Important

Keep the door closed

During normal use try not to leave the door open for longer than is necessary.

Important

Siting check

The product should be sited in a room whose temperature should be between 10°C and 32°C. The is its technical classification. If the room is always basking in sunlight then this will effect it. If the product is near a boiler, radiator or other hot product it will have to work hard to attain its working temperature.

Important

Ventillation check

The product needs adequate ventilation and if it is a free standing type it should not be boxed in a cupboard with no ventilation or fitted between kitchen units with no ventilation.

Important

The lights on the control panel are flashing

Service engineer call required

Flashing lights normally mean that a visit from a service engineer is needed.

Important

The machine smells when I open the door

Door seal check

Some smells eminate from the door seal due to a build up of food and moisture collecting in the fold of the door seal. Gently pull the door seal out and clear the fold of residue and clean with an antibacterial cleaner.

How food and moisture can collect in the fold of the door

Important

Food storage check

Some smells eminate from food which is not covered over and taints other food. Also some very powerful sauces and spices can impregnate the cabinet liner.

Important

There is frost on the rear of my fridge and it is supposed to be frost free

Frost line check

This is quite normal, as there needs to be a cold area in order for your fridge to get down to a temperature of 5°C The rear wall of your fridge should have a panel of frost as per the picture. During the operation of the product the frost panel will appear, defrost and re appear as part of its normal operation as long as the frost does not build up to such alevel that the shelves get stuck on the frost then the product will be working to its normal specification

Frost panel

Important

There is too much frost and ice at the rear of my fridge

Thermostat setting check

If there is frost all over the rear wall of the fridge and a bar of ice at the bottom. The thermostat is over set, try resetting your thermostat to between 1 & 2.

Important

Frost line check

If there is just a bar of ice at the bottom of the fridge but no frost above it, just some water droplets, then book a service engineer visit.

Important

There is snowy ice at the door entrance or at the back of the Freezer

Close the door firmly

This is due to ambient air coming into the cabinet, make sure the door seal fits snugly and that the door is not left open for too long when selecting produce to use.

Snowy ice from ambient air

Important

The bars of the Freezer shelf have thick ice on them

Normal frost lines

This is normal for a non-frost free Freezer. It will need defrosting probably every 6 months or if the ice bar gets larger than 3mm

Important

How long do I leave my machine to stand after unpacking it?

2 hours minimum

It is advisable to leave the machine to settle for 2 hours before plugging it in.

Important

How do I change a light bulb?

See picture

See the attached picture.

How to change the fridge bulb

Important

The fridge is not cold enough

Thermostat setting

Make sure the thermostat is set correctly.Start at the setting between 1 and 2 then gradually increase the setting until the average temperature of the fridge is 5c

Important

Doors shut properly

Make sure the doors have not been left open for too long or that they have not inadvertantly been left ajar. If there is a good pane of frost at the rear of the machine the system is probably working satisfactorily and the door needs to be kept shut in order for it to get down to temperature.

Important

Have hot things been stored in the product

Make sure you have not stored too much food in the product or you have not completely filled it up. If so, the product will have to work hard to get everything down to the correct temperature.

Important

There is too much condensation inside the machine

Ensure the doors are kept shut

Make sure the doors have not been left open for too long.

Important

Make sure you have not stored too much food in the product or you have not completely filled it up. If so, the product will have to work hard to get everything down to the correct temperature.

Important

Has hot produce been stored?

Make sure you have not put hot things into the product.

Important

There is water in the Fridge compartment

Stored produce

A few droplets on the side of the compartment is normal this could be due to moisture from the product that is being stored.

Important

Drain pipe check

There will be a drain hose at the rear of the cabinet which should not be blocked. This should be kept open for the auto-defrost feature to function properly.

Typical fridge defrost drain hole

Important

Defrost mode

Water on the rear of the cabinet is quite normal, this means that the machine is in the defrost mode. Once it has defrosted the machine will switch back on and there will be droplets of frost at the rear again.

Important

There are moisture droplets in my salad crisper

Moisture content of salads

This is mosture which is present in all salad items. Wrap each type of produce seperately to avoid this problem and keep the produce fresher.

Important

What is Super Freeze?

What super freeze does to the food

Super Freeze should be switched on when stocking up the freezer with fresh food. This will keep the appliance running for longer to freeze the produce and lock in the flavour and quality of the produce.

Important

De selecting superfreeze

Super Freeze may have to be de-selected by the user otherwise it will stay on always. If Super Freeze is automated by the control system it will switch off Super Freeze at the end of its cycle

Important

Super freeze controls

During the Super Freeze cycle all automatic defrosts are suspended.

Important

Suprefreeze selected and fridge too cold

If you select Super Freeze and forget to de-select it the fridge temperature may be effected.

Important

What temperature should my freezer be?

Temparature guide

Food freezers should be down to at least -18°C once they have attained a working temperature, but typically they may cycle at a lower temperature. So as a guide the maximum temperature should be -18°C.

AFTER SALES SERVICE

PROBLEM SOLVING GUIDE

Refrigeration

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