Ice machine running water over tray, but not making ice.

The brand in Manitowoc Ice Inc. I am not familiar with commercial icemakers, I got called out this one and I need your help. When the machine is turned on, the water will run over the vertical ice tray. The back of the tray is at zero degrees. A little ice does form on the trays edges. Also there is a cover over the vertical ice tray that opens to release the ice when in harvest. But right now when the cover is closed the water continues to run. How is the correct operation of this icemaker? Also is there a video that I could view? Thank you for your help, Ricky.