DIAGNOSIS The evaporator plate is likely frozen over. This prevents the ice cubes from releasing at the end of the cycle.
FIX Unplug the unit. Open the ice basket and look at the silver evaporator plate. If it's covered in a solid sheet of ice, you must defrost it. Leave the unit unplugged with the lid open for 4-6 hours. Manually remove any large ice chunks once loosened.
IF THAT DIDN'T WORK The ice thickness sensor may be misaligned or faulty. Locate the small sensor near the evaporator plate. Ensure it is clean and not blocked by ice or debris. A failed sensor requires contacting Newair support.
HEADS UP This often happens if the room ambient temperature is below 60°F. The unit is designed for indoor use in climate-controlled spaces. Running it in a cold garage or basement will cause this freeze-up.