the ice maker turns on, makes noise, but no ice ever drops into the basket. where's it going?

Diagnosis

The issue is a failure in the "harvest cycle." In these countertop units, ice is formed on a series of small metal evaporator prongs. Once the sensor detects the ice has reached the correct thickness, the unit should momentarily stop cooling and activate a heating element or rely on ambient heat to slightly melt the surface of the cubes, allowing the plastic rake/pusher arm to slide them off into the basket. If you hear the motor running (the "noise") but no ice drops, the ice is physically bonded to the prongs, and the pusher is simply sliding over the top of the cubes or stalling. This is typically caused by "ice bridging," where mineral buildup from hard water creates a chemical bond between the ice and the metal, or a failure in the temperature sensor (thermistor) that tells the machine when to switch from freezing to harvesting. You can confirm this by looking through the viewing window with a flashlight; if you see a thick sheet of ice clinging to the metal prongs while the pusher arm is moving, you have a harvest failure. If the prongs are empty but the motor is running, you have a water pump failure where water isn't reaching the prongs in the first place.

How to Fix It

Follow these steps to clear the blockage and reset the harvest cycle:

1. Power Cycle and Manual Defrost: Unplug the unit from the wall outlet. Open the lid and use a plastic spatula or a soft brush to gently remove any ice clinging to the metal prongs. Do not use metal utensils, as scratching the evaporator coating will cause permanent icing issues.
2. Deep Clean the Evaporator: Mix a solution of 2 tablespoons of white distilled vinegar with 1 quart of warm water. Use a clean cloth to wipe down the metal prongs and the plastic pusher arm. This removes calcium deposits (scale) that create the "grip" preventing ice from sliding.
3. Reset the Water Level: Drain the reservoir completely using the drain plug at the rear. Refill with filtered water. Low water levels or air bubbles in the pump line can cause uneven freezing, which leads to "clumps" that the pusher arm cannot move.
4. Optimize Airflow: Ensure there is at least 6 inches of open space around all sides of the unit. If the condenser coils on the sides are blocked, the unit cannot dump heat efficiently, which prevents the internal temperature from fluctuating enough to release the ice.
5. Restart Cycle: Plug the unit back in and press the "On/Off" button. Wait for the first cycle to complete (approximately 7-12 minutes) and observe if the pusher arm successfully clears the prongs.

If That Didn't Work

• Check the Water Pump: If the prongs are dry despite the motor running, the water pump is likely air-locked or failed. Try tilting the machine slightly forward and backward while it is running to dislodge any air bubbles trapped in the pump housing.
• Replace the Water Source: If you are using hard tap water, switch to distilled or reverse-osmosis water. High mineral content increases the freezing point and creates a "glue" effect on the evaporator prongs that the pusher arm isn't strong enough to overcome.
• Inspect the Pusher Arm Gear: Remove the ice basket and check if the plastic gear connecting the motor to the pusher arm is stripped. If the motor makes a grinding noise but the arm doesn't move the full distance across the prongs, the gear teeth are worn down.
• Hard Reset: Leave the unit unplugged for a full 24 hours to allow any internal ice buildup in the coolant lines or sensors to completely melt. This often resets the thermistor and clears "ghost" errors in the control board.

Heads Up

• Avoid Overfilling: Do not manually pack the ice basket. Once the basket is full, the "Ice Full" sensor (a small infrared beam or physical switch) will trigger. If you pack it too tightly, the sensor may malfunction, causing the machine to keep freezing ice on top of the pile, which can jam the pusher arm.
• Regular Descaling: Run a vinegar-based cleaning cycle every 2-4 weeks. Mineral buildup is the #1 cause of "no-drop" issues in countertop ice makers.
• Temperature Sensitivity: These units are not designed for garages or patios in extreme heat. If the ambient temperature exceeds 95°F, the cooling efficiency drops significantly, and the harvest cycle may fail.
• Avoid Detergents: Never use dish soap or harsh chemicals to clean the evaporator prongs, as the residue can alter the surface tension of the water and cause the ice to stick.