if you have ice on the freezer floor most likely cause is a blocked drain.there's a heater that comes on when the fridge goes into defrost,the heater melts the ice off of the evaporator coil and under the coil there's a drain where the water drains down a tube and goes down near compressor and condenser coil where the heat evaporates the water.if the drain is blocked the water can't drain down and will start to flow down onto freezer floor. you have to remove the bottom back panel and you'll see a rubber piece it's called a duck bill,this is a rubber part that they put on so the defrost water would drip out and warm air can't enter the freezer but this part gets clogged with some kind of junk it almost looks and feels like glue i don't know how else to explain it but when you pull it off you'll see what i mean and the water can't drip out anymore and it ends up on the freezer floor, the new part number is w10619951 this replaces the duck bill and you won't have this problem anymore.when you change it out you have to melt out the ice that's behind the inside back freezer wall,you can do this with a hair dryer,shut down the machine or unplug it,remove the screws that hold the freezer door on and remove the door,take out the baskets and you can melt out the ice with a hair dryer,just watch out with the heat if you get the white plastic where the metal back wall panel touches the plastic you can damage it so try to blow the hot air through the vents on the back inside panel and the ice will melt,if you push the metal panel in just a little in the center that's where the drain hole is,i use a steamer to do this job but a hair dryer will work,when you think the ice is melted you can pour water into the drain and if it doesn't run back into freezer your done so you have to push the panel in just a little in center so you can pour water into drain hole or if you have a squeeze bottle or turkey baster you can shoot the water through the vent holes in the back panel of freezer and just make sure the water is draining out the new tube.you can go here and watch video
https://www.repairclinic.com/Video/Video-Landing/2079-/Whirlpool-Refrigerator-Drain-Pipe-Replacement-W10619951
but it's not as easy as it looks lol.when you remove the duck bill you'll see like a plastic tube there, you have to get the white ring piece in the new kit to slide onto the tube that's there,use soap to get it on or soak it in hot water to make it soft so it will slide on easier,then heat up the top part of the new tube piece and soap that up also because you have to slide the tube up onto the white ring part and it doesn't go easy without heating up the pieces and soaping them up too.i've had the white ring slide up into the floor before when trying to push the tube piece onto it,i got lucky and pulled it back down with needle nose plyers and a small screw driver so watch out for that,be patient and you'll get it.i hope this helps you out,but you have to change this part out or this will keep happening to you.good luck with it
