Fridge says ice full but there is no ice.

We just bought a Samsung Smart Fridge last week. It made ice for about 24 hours and then stopped. The fridge manager says the ice bucket is full - but there is no ice. The manual says that when the fridge senses the ice bucket is full, it will turn the ice maker off. So far we have:

made sure there is sufficient water pressure

reset the fridge to factory default

reset the ice maker

checked that the ice maker setting is ‘on’

pulled out the ice tray to check for buildup

I can’t find any information about what can help with this!