I pulled the ice bucket, then held the door-closed switch with one hand while pushing the ice dispenser thing on the front of the door with the other hand. I could see hear the motor turning, but the part that goes into the back of the ice bucket wasn't turning. When I removed the assembly from the freezer, the auger motor drive piece fell onto the floor. It turns out that the shaft had snapped. Once the new motor arrived, I swapped the parts and then everything worked great. I should add that I watched the video before the installation and the most important bit for me was that the shaft has left-hand threads on it.