DIAGNOSIS Wet, soft ice usually means the machine's internal freezer compartment isn't getting cold enough before it ejects the ice. This is often a setting or environment issue, not a broken part.
FIX First, check your ambient temperature. These machines need to be in a room that's under 77°F (25°C). If it's hotter than that, move it to a cooler spot. Second, make sure you're using the right water. Very hard water can affect freezing. Try using filtered or distilled water for a batch. Lastly, don't open the lid during a cycle. Let it complete a full batch without interruption to allow the ice to form and harden properly.
IF THAT DIDN'T WORK The machine might need a reset to recalibrate. Unplug it for a full 10 minutes, then plug it back in and run a cycle. This can clear any minor electronic glitches affecting the freeze time.
HEADS UP The first few batches after a cleaning or long storage will always be wetter. It takes 2-3 cycles for the evaporator plate to get down to its optimal temperature.