Multiplex FreshBlender Installation guide

FAQ & Troubleshooting Subject: FreshBlender FAQ & Troubleshooting
SCOPE: ALL MULTIPLEX FRESHBLENDERS
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04/23/2020
MULTIPLEX
2100 FUTURE DRIVE, SELLERSBURG, IN 47172
800-689-0157 OR 844-724-CARE
WWW.MULTIPLEXBEVERAGE.COM
Question or Issue Page
1. Unit Down/ No Power / No Display..............................2
2. How to Make a Drink .........................................................3
3. Sunshine Icon.......................................................................4
4. Password Protected Screens...........................................5
5. Cleaning Expired.................................................................6
6. Drink Icon Missing..............................................................7
7. How to Roll Product Bag ..................................................8
8. How to Replace Product Bag..........................................9
9. Ice Not Dispensing .......................................................... 10
10. Drink Does Not Blend..................................................... 11
11. Product Not Dispensing................................................ 12
12. Underfilling the Cup....................................................... 13
13. Overfilling the Cup.......................................................... 14
14. No Water ............................................................................. 15
15. High Product Temperature........................................... 16
16. Motor Shaft Alignment.................................................. 17
17. How to Update Inventory............................................. 18
18. How to Set Dispense Calibration ............................... 19
19. Shuttle and Rail ................................................................ 20
Important
If question is beyond this list, please call technical
service 1-800-689-0157.

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Subject: FreshBlender FAQ & Troubleshooting
Unit Down/ No Power / No Display
• Is the power switch in the“ON” position? If not, move
the switch to the“ON” position.
• Is the power cord plugged in?
• Verify the outlet has power
A. Confirm power is available at the outlet by
connecting another appliance (fan, phone charger,
etc.).
B. If no power at outlet, check for tripped breaker in
store’s breaker box.
C. Notify site maintenance of the issue if still no
power at outlet. The issue is not with the machine.
• If problem persists call for service.
Power “ON”

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Subject: FreshBlender FAQ & Troubleshooting
How to Make a Drink
NOTE: Make sure correct cup size is being used.
Follow prompts on screen to make a drink.
1. From Main Menu select TOUCH TO START
2. Select a category
3. Select a flavor
4. Select cup size.
5. Place correct size cup in dispense chamber then press
START.
6. Do not take cup until screen prompts for cup removal.
No Cup Found
No Cup Found message appears when making a drink
• Verify correct size cup in drink shuttle
• Calibrate sensors.
- Login as MANAGER using 3 corner touch.
- Select SERVICE INPUTS then select CUP DETECTION..
- Follow onscreen instructions to calibrate.
• Disable the cup sensor feature.
- Login as MANAGER using 3 corner touch.
- Select SETTINGS then select CUP DETECTION.
- Turn cup detection OFF.
FIGURE 1 - Use Correct Cup Size
12 oz 16 oz 20 oz

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Sunshine Icon
Appears in top left corner of touchscreen when a reminder
or message about machine is available.
Touch the Sunshine Icon to display reminders or messages.
A few of the causes for the Sunshine Icon to appear:
• Product Bag is low or needs to be rolled.
• Product is Empty.
• Zone 1 Cleaning is due.
• Zone 2 Cleaning is due.
• Ice Maker Sanitize and/or Descale is due.
NOTE: The machine will lock and prevent drinks from being
made when certain tasks have not been performed. Select
the sunshine icon to see a list of tasks that need to be
completed to make machine operational again.

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Password Protected Screens
These screens are used to access important unit functions.
1. Touch the three corners of the touchscreen, starting
with the lower left corner, lower right corner and then
top right corner to access the Login Screen.
NOTE: Press as close to corner of screen as possible. If
pressing screen too far away from corner, menu will not
appear.
2. When Login Screen appears:
- Employees press the ENTER button. No password is
needed to view the Employee Menu.
- Managers need to type in manager password and
press enter to view the Manager Menu.
1 2
3
4

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Cleaning Expired
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
• Weekly cleaning is required every seven (7) days and
machine will lockout when cleaning timer has expired.
• Daily Cleaning is required every 24 hours, lockout is
optional.
• Blender Cleaning is required every 4 hours, lockout is
optional.
• Ice Sanitation is required every 90 days, lockout is optional.
• Ice Descale is required every 180 days, lockout is optional.
• Touch Sunshine Icon in upper left corner of screen to view
messages. Touch the BACK button to return to Main Menu.
CLEANING
1. Login to the Employee Menu.
2. Select CLEANING INSTRUCTIONS, then START CLEANING.
3. Follow onscreen instructions.
4. After cleaning has been performed the timer will be reset
for seven (7) days.
NOTE: If weekly cleaning has not been performed correctly or
completely the timer(s) will NOT reset.
• Performing weekly cleaning will reset Blender, Daily and
Weekly Cleaning.
• Performing Daily Cleaning will reset both Blender and Daily
Cleaning.
• Ice Sanitize has option to performing Ice Descale
concurrently, and choosing this option will reset both
timers.

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Drink Icon Missing
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
• Touch the SUN symbol for information.
• Product is empty, expired or has incorrect inventory levels.
See “How to Replace Product Bag”on page 9.
NOTE: Inventory level 8% or less is not enough to make a drink
and product bag will need to be replaced.

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How to Roll Product Bag
1. Unlock unit and open lower refrigerated cabinet.
2. Push latch down off pump, hold clean towels under
pump to prevent product spills and slowly pull bin out
to access product bag.
3. With product pump still snapped into bin, lift opposite
end of product bag and gently push product down
towards pump end.
4. Twist or roll bag to keep product at pump end and then
fold empty part of bag under end of bag that contains
product.
5. Carefully push bin back into refrigerated cabinet and
latch into place.
6. Do not force the latch over the pump, if the latch
does not snap into place adjust the motor shaft until
the pump properly seats on the sanitation fitting and
latches easily.
7. Close and lock door.
FIGURE 1 - Lift and push product towards pump end.
FIGURE 2 - Twist or roll bag and tuck under.

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How to Replace Product Bag
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
NOTE: Inventory level 8% or less is not enough to make a drink
and product bag will need to be replaced.
Procedure to Install a Product Bag
1. Enter the Employee or Manager menu.
2. Select INVENTORY then INVENTORY SETUP.
3. Choose the corresponding slot on the screen where the bag
was just loaded.
• If loading a new bag in an empty slot the screen will
display EMPTY. Press the LOAD BAG button.
• If reloading an existing flavor the screen will display
the flavor and options for BAG REMOVAL, BAG
RELOAD, or PRIME. Choose to RELOAD if loading the
same flavor, or REMOVAL if loading a different flavor.
4. After assigning a flavor or pressing BAG RELOAD the
screen will instruct on how to load the bag in the lower
refrigeration cabinet.
5. Remove product bin from the cabinet, discard existing
product bag if there is one.
6. Wipe down and clean the product bin before installing the
new product bag into the bin.
7. Confirm cap removed from the pump connector inside the
refrigerated cabinet.
8. When installing the new product bag make sure the
product pump is facing the correct way with the product
elbow pointing towards the back of the bin and properly
snaps into the bin. (See FIGURE 1 & FIGURE 2.)
9. Slide the loaded product bin into the correct slot in the
lower refrigeration cabinet and latch into place. (See
FIGURE 3.)
NOTE: Do not force the latch over the pump, if the latch does
not snap into place adjust the motor shaft until the pump
properly seats on the sanitation fitting and the pump latches
easily.
10. Close and lock refrigeration door and place a cup into the
dispense area.
11. Press the prime button to prime the bag.
FIGURE 1 - Verify New Product Bag Is Installed Correctly
FIGURE 3 - Replace Product and Bin
FIGURE 2 - Verify Pump Connector is snapped into Tray.

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Subject: FreshBlender FAQ & Troubleshooting
Ice Not Dispensing
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
• Is the water connected and shutoff valve open?
• See “No Water” on page 15.
NOTE: If water was off, it will take up to 20 minutes after
reconnecting for ice maker production to begin.
• Verify nothing has been placed on top of machine. See
FIGURE 2.
- Ice Maker lever extends beyond top of machine and must
be able to move freely.
• Check condenser filter, clean if necessasry. See FIGURE 3.
• Is hot air from other equipment blowing into rear of
machine?
• Is there scale and build up in ice maker and chute?
- Perform Ice Sanitation and Ice Descale. See “Cleaning
Expired” on page 6
• If the problem persists, call for service.
FIGURE 2 - Do NOT place items on top of machine
FIGURE 1 -Verify water is connected
FIGURE 3 -Condenser Filter

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Drink Does Not Blend
• Is the door shut?
- Check to confirm top and bottom unit doors are
completely closed and locked.
• Is clear plastic shield in place?
- Check the shield is installed correctly with all four (4)
corners of shield correctly pushed into place.
• Does the clear plastic shield have a magnet in top
corner? See FIGURE 1.
- If no, call for service.
• Are the magnets on the shuttle? See FIGURE 2.
- Magnets are located on bottom of shuttle.
• Are the magnets on the shuttle clean of product and
debris?
• Confirm shuttle rail is correctly installed for shuttle to
move along. See FIGURE 3.
• Is the shuttle rail clean of product and debris?
• Perform shuttle calibration. See “Shuttle and Rail” on
page 20.
• Does the shuttle move all the way to blend area and
return when drink is being made?
- If yes, call for service.
- If shuttle moves part way perform shuttle calibration.
See “Shuttle and Rail” on page 20.
- If no, continue to next step.
• If the problem persists, call for service.
FIGURE 1 -Splash Shield Magnet
FIGURE 2 -Shuttle and Magnets on Bottom
FIGURE 3 -Install Shuttle Rail Correctly

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Subject: FreshBlender FAQ & Troubleshooting
Product Not Dispensing
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
• Verify the product bags are in place correctly in the
cabinet. See “How to Replace Product Bag”on page
9. Confirm product bag pump is pushed into place.
Do NOT force. If product pump does not fit correctly
over motor shaft see See “Motor Shaft Alignment” on
page 17.
- Check each bag. (See Figure 1 & Figure 2)
Single Flavor Not Dispensing
• Is there product in the bag?
- If not, replace the product bag. See“How to Replace
Product Bag”on page 9.
-If yes, check the bag for collapsed or pinched areas
and reposition or roll the bag to allow product to
flow to the connector. (See Figure 3) See “How to
Roll Product Bag” on page 8.
• Is product properly thawed?
- Product must be moved from the freezer to the
cooler four (4) days before loaded into the unit.
- Gently push on product bag to see if product is
frozen . Slush-like consistency will not flow through
product pump.
• Is the product bag properly snapped into the product
holder? (See Figure 1)
• Does the pump motor operate when the drink is
dispensing after pressing START?
- Open the cabinet door and select the drink, do you
hear the pump motor operate although no product
is dispensed? If yes, the product bag may be empty,
need rolled or the pump on the bag is not engaging
the motor properly. See “Motor Shaft Alignment” on
page 17.
- To realign the product pump, remove the bag from
slot and reinsert making sure the latch easily goes
over the pump. Select the product in the inventory
menu and prime to test.
• If pump motor does not operate during dispense call for
service.
FIGURE 1 - Verify New Product Bag Is Installed Correctly
FIGURE 3 - Empty Slot or Bag Needs Rolled
FIGURE 2 - Verify Pump Connector is snapped into Tray.

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Subject: FreshBlender FAQ & Troubleshooting
Underfilling the Cup
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
SINGLE PRODUCT
• Are the correct size cups being used? See FIGURE 2.
• Was product thawed properly?
- Verify product bag is not frozen and does not contain
frozen chunks. Product bag should be thawed in
refrigerator for four (4) days prior to loading to unit.
• Was the product bag just replaced?
- Verify the bag is correctly positioned (connector
down) in the tray and the pump latch is properly
snapped into place over the pump elbow, not
forced over. See “How to Replace Product Bag”on
page 9
• Is there product in the bag?
- If there is remaining product, check the bag for
collapsed or pinched areas. Reposition or roll the
bag to allow product to flow to the connector. See
“How to Roll Product Bag”on page 8.
- If empty, replace the product bag, correctly set the
inventory menu and prime the product. See “How
to Replace Product Bag”on page 9.
• Check inventory levels.
- See “How to Update Inventory” on page 18.
• Is the bag leaking?
- Verify the bag is correctly positioned (connector
down) in the tray and the pump latch is properly
snapped into place over the pump elbow, not
forced over. See FIGURE 3.
- Verify product bag has not been punctured or
damaged.
• Does this flavor use water as part of the recipe?
- If yes, is water dispensing at all? Go to MANAGER
menu, RINSE, and perform a BLENDER or SHUTTLE
RINSE to test water flow from nozzles. If water flows
during rinse perform a water calibration.
- If no, check water supply line in back of machine and
verify the shutoff valve is open. See “No Water” on
page 15
• If all of the above have been completed and product fill
levels are still low, product, water and/or ice calibration
may be require. See “How to Set Dispense Calibration”
on page 19.
ALL PRODUCTS
• Are the correct size cups being used?
• Check several drink combinations, a fruit base drink, a
shake base drink and a coffee base drink (non-shake
base) to verify ALL drinks are underfilling.
- If only one category is underfilling, check the product
bags used for that drink and follow instructions on
this page under SINGLE PRODUCT.
- If all categories are underfilling and levels are still low,
water and/or ice calibration may be require. See
“How to Set Dispense Calibration” on page 19.
FIGURE 3 - Verify Pump Connector is snapped into Tray.
FIGURE 1 - Underfill
FIGURE 2 - Use Correct Cup Size
12 oz 16 oz 20 oz
SMALL MEDIUM LARGE

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Subject: FreshBlender FAQ & Troubleshooting
Overfilling the Cup
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
SINGLE PRODUCT OVERFILLING
• Are the correct size cups being used? See FIGURE 2.
• Check the condition of the bag in the tray confirming it
is loaded correctly and nothing is sitting on top of the
bag adding pressure. See “How to Replace Product Bag”
on page 9.
• Was the product bag just replaced? Pump on previous
bag may not have pumped as well as the new bag
pump. See“How to Set Dispense Calibration” on page
19
ALL PRODUCTS ARE OVER FILLING
• Are the correct size cups being used?
• Has a weekly cleaning procedure just completed? If
so, the product lines and inside cabinet will need to
cool down. The warm lines and cabinet are allowing
the product to flow faster causing more product to be
dispensed. If the product is unsatisfactory wait a 30
minutes and try again as the cabinet, lines, and products
cool down.
• Calibrate water and ice. See “How to Set Dispense
Calibration” on page 19.
• Was the Shake Base bag just replaced? Shake Base is
used in several drinks and could cause several flavors to
overfill. Calibrate Shake Base. See “How to Set Dispense
Calibration” on page 19.
PRODUCT TOO WARM?
- Cabinet refrigeration problem causing warm
product. See “High Product Temperature” on page
16.
• If the issue persists more than 30 minutes a calibration
procedure may need to be completed on offending
product(s). See “How to Set Dispense Calibration” on
page 19
• If the problem persists, call for service.
•
FIGURE 2 - Use Correct Cup Size
12 oz 16 oz 20 oz
SMALL MEDIUM LARGE
FIGURE 1 - Overfill

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Subject: FreshBlender FAQ & Troubleshooting
No Water
• Confirm the water supply line is connected to the rear
of the unit, labeled plain water. Reconnect the line if
necessary. See FIGURE 1.
• Is quick connect properly seated and connected to back
of machine? See FIGURE 1.
• Verify water supply shutoff valve is open. See FIGURE 2.
• Are lines correctly connected to water filtration system?
See FIGURE 3.
• Do the water filtration filters need to be changed?
- Stores with hard water or high volume may need to
change filters more often.
• Water pressure too low, call for service.
NO WATER SPRAYED DURING THE RINSE CYCLE
Dispense Rinse Nozzle
• Clean nozzle.
• Green rinse solenoid stuck closed, call for service.
Blender Shaft Nozzle
• Clean nozzle.
• Black blend shaft solenoid stuck closed, call for service.
Blender Blade Nozzle
• Clean nozzle.
• Black blender blade solenoid stuck closed, call for
service.
FIGURE 1 -Verify water is connected
FIGURE 2 -Shutoff valve
CLOSED OPEN
FIGURE 3 -Water Filtration
Unfiltered
Water IN
Filtered
Water OUT
Filtered
Water IN

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High Product Temperature
NOTE: Machine temperatures will be displayed on the
MANAGER Menu, SERVICE INPUTS, TEMPERATURES Menu.
NOTE: Unit temperature set point is 36 °F ±4 °F (2 °C ±2 °C).
• Has the unit been off for more than 2 hours?
• Verify nothing has been placed on top of machine.
• Has the door been open for a cleaning or service
operation?
• Is there any damage to the door gasket or the door
not closing properly? Clean or replace the gasket if
necessary to correct the issue. See FIGURE 1.
- If there are mechanical issues preventing the door
from closing call for service.
• Verify the door is completely closed and monitor the
temperature for 30 minutes, the temperature should
move down.
• Has a large amount of product been placed in the
cabinet?
- If so, the temperature should be monitored to
confirm it is coming down. Record the current
temperature and check again in 30 minutes.
• Does the temperature come down at all? Check the
cabinet and nozzle temperatures in 30 minute intervals
to make sure the temperature is coming down.
• Is the Condenser filter clogged? Carefully remove, clean,
and reinstall the condenser filter. Do NOT bend filter.
See FIGURE 2.
• Make sure other equipment nearby is not blowing hot
air into the rear of the machine.
• If at 30 minutes with no door openings the temperature
has increased call for service.
• Power machine OFF for 30 seconds and then back ON.
Monitor the temperature at 30 minute intervals through
the TEMPERATURES MENU to make sure temperature
is coming down. Restarting the machine will reset the
alarm until it is triggered again.
NOTE: If the problem persists, call for service.
FIGURE 2 -Condenser Filter
FIGURE 1 -Door Gasket

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Subject: FreshBlender FAQ & Troubleshooting
Motor Shaft Alignment
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
Product bag pump may not fully slide over motor shaft causing
pump latch not to clip over pump easily.
NOTE: Never force product bag pump over motor shaft. Forcing
pump over motor shaft could lead to damaging the pump or
the motor shaft.
1. Remove product bag and bin from cabinet.
2. Locate the motor shaft.
3. Place tool on motor shaft and turn.
4. Place bin with correctly installed product bag and pump
into bin slot.
5. Gently slide product bag pump over motor shaft. If pump
does not easily slide over motor shaft, pull bin out and
slightly turn motor shaft again.
6. Snap product pump latch over end of pump..
FIGURE 1 - Remove Product and Bin
FIGURE 2 - Place Tool onto Motor Shaft
FIGURE 3 - Verify New Product Bag Is Installed Correctly
FIGURE 4 - Replace Product and Bin

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Subject: FreshBlender FAQ & Troubleshooting
How to Update Inventory
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
Several methods are available for adjusting product bag
inventory.
INVENTORY FILL LEVELS
NOTE: Use Inventory Fill Levels to add a new bag to 100% fill
level or remove a bag to 0% fill level.
1. Login to EMPLOYEE Menu.
2. Select INVENTORY.
3. Select INVENTORY FILL LEVELS.
4. Select flavor.
5. Select BAG RELOAD or BAG REMOVAL.
NOTE: New bag will be at 98% fill if machine is primed.
Inventory Adjustment- Level Adjustment
NOTE: Use Level Adjustment after weighing bag on scale to
make a large inventory adjustment on a product bag.
1. Login to EMPLOYEE Menu.
2. Select INVENTORY.
3. Select INVENTORY ADJUSTMENTS.
4. Select LEVEL ADJUSTMENT.
5. Select the number next to the product to change.
6. Enter new quantity in popup screen and select CONFIRM.
Inventory Adjustment- Residual Adjustment
NOTE: Use Residual Adjustment to make small adjustments
when bag is low.
1. Login to EMPLOYEE Menu.
2. Select INVENTORY.
3. Select INVENTORY ADJUSTMENTS.
4. Select RESIDUAL ADJUSTMENT.
5. Use the plus (+) or minus (-) signs to make adjustments.
NOTE: This adjustment affects how much of the bag is used.25 is
the default which is approximately 8% of the bag.

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Subject: FreshBlender FAQ & Troubleshooting
How to Set Dispense Calibration
NOTE: Visit https://www.multiplexbeverage.com/Videos for
video instruction.
Gather the following supplies
Digital Scale Set to ounces
Empty & Clean Cups
1. Enter the Employee or Manager Menu.
2. Select the CALIBRATION button.
3. Select what is going to be calibrated, ICE, WATER or FLAVOR.
NOTE: If calibrating ice or water these will only dispense 1 time,
flavors will take an average of 3 -5 dispenses.
4. Follow the on screen instructions and place a cup in the
dispense area.
5. Press the button to dispense when ready.
6. When dispense has finished weigh the cup and enter the
weight of the dispense into the screen, then press enter.
7. Repeat this 3 - 5 times as prompted by the screen.
8. Once completed you will be returned to the main
calibration menu.
9. The ice, water, or flavor is now calibrated, go back to
calibrate more selections or press back and logout to go
back to the drink making menu.

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Subject: FreshBlender FAQ & Troubleshooting
Shuttle and Rail
Shuttle may not travel along rail correctly due to lack of
cleaning, incorrect installation, missing magnets or being
bumped.
MAGNETS
Shuttle has five (5) magnets on bottom. Magnets must be
present and kept clean and free of debris. (See FIGURE 1)
INSTALLATION
Before installing Shuttle and Rail make sure both have been
cleaned and sanitized. (See FIGURE 2)
CALIBRATION
Before calibration make sure rail and shuttle are clean and
installed correctly.
1. Login to the MANAGER Menu.
2. Select the CALIBRATION button.
3. Select SHUTTLE CALIBRATION.
4. Follow onscreen instructions.
FIGURE 1 -Shuttle and Magnets on Bottom
FIGURE 2 -Install Shuttle Rail Correctly
FIGURE 3 -Calibration