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Purchase some fabric softener and place it in its normal location at the beginning of the cycle. At the end of the cycle check to see if fabric softener has been dispensed and whether there is water in the cup.
If the fabric softener is gone, but there is water in the fabric softener cup, then your problem may be with the water valve assembly. The water valve assembly (as one complete unit) has a separate solenoid for hot and cold water temperatures, bleach and fabric softener. The fabric softener solenoid on the water valve assembly could be defective (allowing water to fill the fabric softener cup).
Softener dispensers are a "Hot or Cold" sort of proposition. Meaning they work or they don't. Each make is different as to where the water comes in at. Your best bet would be to contact a technician to come out and do a THOROUGH test of the machine.
I'm sure you heard a small motor running from time to time during a cycle. That moves an "arm" which sends water to the different chambers during a cycle. Fabric softener is dispensed when water goes to that chamber and dilutes the fabric softener. That chamber then empties by a siphoning action.
If you want to narrow down the problem a little to help trouble shoot -- put some wet rags in and run the Rinse and Spin cycle with some fabric softener. If the softener is not dispensed, then you know that the water isn't being sent to that chamber properly.
If you are intrepid enough to take the top off your washer, do that and see if the arm appears to be moving during a normal cycle. Maybe the arm got dislodged or broken during the move.
If water isn't being diverted properly, I think this calls for a real repair person.
I have this problem as well.. All washing machines manufactured nowadays are energy effficient, which means that they don't use as much water as the older models. This can result in a build-up of bacteria in the top part of the washing machine, which is clogging up the bit where the water comes through to flush the fabric conditioner into the drum. What I have to do every so often, is to take the top off the washing machine and clean out the layer of black slime that has built up, blocking the holes where the water goes into the washing machine. Another contributory factor is that the usual program used is a 40 degree wash, which is not hot enough to completely flush the machine through. Manufacturers recommend running a 90 degree wash once a month with just washing powder in iit, no clothes. Hope this is some help
you either have low cold water pressure being caused by the screens on both ends of the cold waterline being clogged by sediment or one of the solinoids for the water inlet is bad. try removing cold water hose and cleaning both screens if that doesnt help youll need a solinoid
My husband just fixed ours after not seeing a solution on any other site. He pulled out the dispensing unit and pulled off the blue plastic piece on the top of the fabric softener and bleaching section. He then ran warm/hot water (not boiling hot) through the holes where the fabric softener is suppose to flow through. This cleaned out excess fabric softener that had coagulated in the elbow and blocked the flow of softener to the unit.