A model # would be good. Two things come to mind. Either the automatic agitation isn't working and the ice clumps up from sitting too long or the ice is too soft and not being squeezed into nuggets. Check the water level in the float, there is usually a water level line to set the water level to.
On a dispenser for nugget / flaked ice, agitation should be set to the absolute MINIMUM, and the gate that opens during dispensing should be set to the absolute LARGEST opening possible. The agitator will beat up the ice and clump it up, so typical agitation time for nugget / flaked ice is like 0.2 seconds every 6 hours. By opening the gate to the maximum, the ice dispenses quicker so less agitation while dispensing. I know, it's backwards from what it seems it should be. But trust me. Call Scotsman Tech Support and give them the model and manufacturer of dispenser. They will tell you how to set the dispenser board agitation settings and the gate settings.