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Troubleshooting Tips... Before you call for service
It is highly recommended that you connect your washer to WiFi to download the latest software, receive periodic
updates and benefit from many of the extended features available through the SmartHQ App. Many of the AI features
for your washer require connection to the SmartHQ App. This may resolve some issues listed below.
Problem
Possible Cause
Not draining
Load is out of balance
Not spinning
Not tumbling
Pump filter may be clogged
Drain hose is kinked or
improperly connected
Household drain may be
clogged
Drain hose siphoning; drain
hose pushed too far down
the drain
Leaking water Door gasket is damaged
Check back left of washer
for water
Fill hoses or drain hose is
improperly connected
Household drain may be
clogged
Dispenser clogged
Incorrect use of detergent
Dispenser box cracked
Clothes too
Load is out of balance
wet
Pump filter may be clogged
Overloading
Drain hose is kinked or
improperly connected
Household drain may be
clogged
Drain hose siphoning; drain
hose pushed too far down
the drain
49-3000368 Rev 1
Redistribute clothes and run Rinse & Spin.
Increase load size if washing small load containing heavy and
light items.
See the Care and Cleaning section on how to clean the Pump
Filter.
Straighten drain hose and make sure washer is not sitting on it.
Check household plumbing. You may need to call a plumber.
Ensure there is an air gap between hose and drain. Also, ensure
the drain hose is not inserted more than 7" into the drain pipe.
Check to see if gasket is seated and not torn. Objects left in
pockets may cause damage to the washer (nails, screws, pens,
pencils)
Water may drip from the door when the door is opened. This is a
normal operation.
Carefully wipe off rubber door seal. Sometimes dirt or clothing is
left in this seal and can cause a small leak
If this area is wet, you have oversudsing condition. Use less
detergent.
Make sure hose connections are tight at washer and faucets and
make sure end of drain hose is correctly inserted in and secured
to drain facility.
Check household plumbing. You may need to call a plumber.
Powder soap may cause clogs inside the dispenser and cause
water to leak out the front of the dispenser. Remove drawer and
clean both drawer and inside of dispenser box. Laundry detergent
packets should NOT be used in the dispenser. They should only
be added directly to the wash basket following the manufacturer's
directions. Please refer to Care and Cleaning section.
Use only HE and correct amount of detergent.
If new installation, check for crack on inside of dispenser box.
Redistribute clothes and run Rinse & Spin.
Increase load size if washing small load containing heavy and
light items.
The machine will slow the spin speed down to 410 rpm if it has a
hard time balancing the load. This speed is normal.
See the Care and Cleaning section on how to clean the Pump
Filter.
The dry weight of the load should be less then 16 lbs.
Straighten drain hose and make sure washer is not sitting on it.
Check household plumbing. You may need to call a plumber.
Ensure there is an air gap between hose and drain. Also, ensure
the drain hose is not inserted more than 7" into the drain pipe.
What To Do
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