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REFRIGERATION

Troubleshooting

Ice cream too hard or too soft

Ice cream has two temperature jobs. In storage it should be held at −18 °C or colder so it keeps its texture over weeks. At the scooping counter it needs to be several degrees warmer so it can be served without bending scoops or tiring staff. Scooping cabinets usually run noticeably warmer than storage freezers, often in the region of −12 to −18 °C depending on the product; your ice cream supplier's guidance is the best reference. Too hard usually means a settings or tempering problem. Too soft, especially with an icy, grainy texture, means heat has been getting in, and repeated softening and refreezing damages the product permanently.

First, check these

  1. Measure product temperature by pushing a probe thermometer into the centre of an opened tub, not just the display reading.
  2. Check the setpoint against your supplier's storage and serving recommendations and make sure the right cabinet is set for the right job.
  3. Check where the problem tubs sit. Tubs near the lid opening, in sunlight or above the load line soften first.
  4. Check the lid or glass top closes fully and the gasket seals.
  5. Look at the frost on the walls and the condition of the condenser, especially in summer.

Likely causes

  1. 1. Serving cabinet set as cold as a storage freezer

    You can check this

    Signs: Hard product throughout, scoops bending, staff complaining; display reads close to storage temperature.

    Fix: Set the scooping cabinet to the serving temperature your supplier recommends and keep long-term stock in a separate storage freezer.

  2. 2. Tubs moved straight from storage to serving

    You can check this

    Signs: Fresh tubs are rock hard for hours while older tubs scoop well.

    Fix: Temper new tubs by moving them from the storage freezer to the scooping cabinet well before service, often the evening before, so they reach serving temperature evenly.

  3. 3. Heat shock from lid openings, sunlight or loading

    You can check this

    Signs: Soft edges and tops, icy crystals on the surface, coarse texture; worst in busy evenings or near a sunny shopfront.

    Fix: Keep the lid closed between serves, keep glass-top units out of direct sun, use night covers, and do not load above the load line.

  4. 4. Dirty condenser or no ventilation

    You can check this

    Signs: Soft product on hot afternoons, compressor running constantly, hot air around the unit.

    Fix: Isolate power and clean the condenser. Leave the side clearances the manual specifies, as many chest units use their walls to reject heat.

  5. 5. Thick frost on walls

    You can check this

    Signs: Heavy frost layer, slow pull-down, product warming slowly over days.

    Fix: Move stock to another freezer and defrost fully, then fix the cause, usually seal leaks or long openings.

  6. 6. Controller, sensor or refrigeration fault

    Technician job

    Signs: Temperature drifts despite correct settings, clean condenser and good habits; display disagrees with your thermometer.

    Fix: A technician should check the sensor, controller and refrigeration system.

When to call a technician

Call a technician if the cabinet cannot hold its setpoint after cleaning, defrosting and correcting settings, if the compressor runs constantly or clicks, or if temperature control is erratic. Ice cream that has softened significantly should not simply be refrozen and sold; agree a policy with your supplier and follow your food safety plan.

Isolate power before cleaning condensers or defrosting. Use plastic scrapers only and never chip ice with metal tools; cooling tubes sit behind the inner wall and hydrocarbon refrigerant (R290 or R600a) is flammable. Leave sealed-system repairs to trained technicians.

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