That is exactly the same condition we had on our Norcold 1210 in January, that we had fixed while at the Clark County Shooting Complex. No cooling while in either mode, and the fellow that came out from Desert Mobile RV could tell from feel in the back that there was a plug in the system. Unfortunately, the replacement Norcold cooling unit didn't last five months, when it developed a leak, and had to again be replaced. Good luck.
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Bob & Becky
2012 3402RL
2012 Chevy 2500HD D/A CC 4WD
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