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I replaced the water filter in my side by side refrigerator.

Customer Question

Hello Pearl, my name...

Hello Pearl, my name is***** replaced the water filter in my side by side refrigerator. Only I can not get the refrigerator to unlock. It is showing error EP , it also will not make ice. Hope you can help me , THANKS

Contractor's Assistant: What's the brand and model of your fridge? How old is it?

Insignia and it is 2 years

Contractor's Assistant: How long has this been going on with your Insignia refrigerator? What have you tried so far?

It happened 10 days ago and the only thing I have done is press the unlock and the top button at the same time .

Contractor's Assistant: Is there anything else the Appliance Expert should know before I connect you? Rest assured that they'll be able to help you.

No mam

Submitted: 11 months ago.Category: Appliance

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Answered in 3 minutes by:

6/11/2022

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Tamar D., Master Tradesman

Category: Appliance

Satisfied Customers: 9,495

Experience: HVAC/Refrigeration & Appliance Tech

Verified

Hi, my name is Tamar. I'll be assisting you with your fridge today. First of all I would like to thank you for using JustAnswer. Please give me a few moments to review your question.

If it's alright with you, could I know whom I have the pleasure of speaking with today, and if you haven't already, can you post the model number of the equipment so I can better assist you? Thanks!

I don't see an eP error, is it possibly e6 or e9? Can you send a photo?

Customer reply replied 11 months ago

I sent a photo

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Sorry, I don't see a photo.

Customer reply replied 11 months ago

My name Ken Wiginton

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Hi Ken! Can you send the photo?

You have to use our live chat.

Customer reply replied 11 months ago

Why have you just charged my card with a 37 dollars

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

JustAnswer isn't a free service. Also I don't know what you're charged. I am a tech, literally I just answer questions.

Customer reply replied 11 months ago

Originally it said a $1 charge and my wife just said it took out the $1 and then a second charge or $37. Can you walk me through this on the phone instead of typing? I'm not great at typing.

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Unfortunately I work via text only.

Are you able to snap a photo and upload it? EP isn't a valid error code, it sounds like whatever is happening is related to the filter or circuit board.

Customer reply replied 11 months ago

I sent two pictures. Have you still not gotten them?

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

No, make sure you upload it directly to our chat.

There should be a paperclip button.

Customer reply replied 11 months ago

File attached (QGS4VG1)

20220611_120141 (1).jpg2022061...jpg 20220611_120141.jpg2022061...jpg

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Can you press and hold that lock button to see if it unlocks? (Hold 3 seconds.)

Customer reply replied 11 months ago

Did you get the pics?

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

I got one picture.

Customer reply replied 11 months ago

Held it down for three seconds. It unlocked and then locked back after about a minute. The 'ice on' button is on but always has been.

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

But EP is still there?

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

I see, this is an issue with the icemaker or control board. Without a multimeter, the only thing you can try is to turn the circuit breaker off for 5-10 minutes, (or unplug) and plug it back in.

Customer reply replied 11 months ago

stand by we're unplugging it

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Okay.

Customer reply replied 11 months ago

EP is not coming back on now. The temp is where EP was. Lock button is back on. "Ice on" is still there but it always was.

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

Now you can unlock. It may be locked.

Customer reply replied 11 months ago

We unlock it and then about 30-60 seconds later it relocks itself every time.

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

It should not lock itself. I'm sorry, it sounds like we have a shorted main or interface board.

Customer reply replied 11 months ago

what now?

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

The board will have to be replaced, for this I would recommend you contact insignia to check if there's any extended warranty on the unit.

1-***-***-**** is their number.

If you can give me the model I may be able to find the parts for you, otherwise without tools and a meter I'm afraid you are going to need an on site insignia tech.

Let me know if you had other questions.

Appliance Technician: Tamar D., Master Tradesman replied 11 months ago

I hope I was able to answer your question today! If you would like to ask me another question in the future, you can add me as a favorite Expert. You'll have the option to do that on your "My Questions" page if you choose to rate our interaction or you can request me by name if you wish. Remember, you can always send me a follow up question, it’s included! Hope you have a wonderful day!

Thanks

Tamar

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