You may have hard water or water with a high dissolved mineral content. Because water softeners exchange one mineral for another, softened water may not improve water conditions in regards to making ice. Water with a high mineral content has a lower freezing point. When Opal makes ice with this type of water, the nuggets tend to be softer and slushier. In some cases, the ice nuggets will not come out of the upper area of the ice maker. As a result, Opal thinks it is frozen and goes into a fault condition called Defrost Mode. We recommend you make ice with distilled water, or a mixture of distilled water and tap water, which should improve Opal’s ice making performance.