Here are some common reasons you might be experiencing a problem:
1. The ice cream freezer is running at too high a temperature.
2. The ice cream is stored in an upright freezer and the constant opening and closing of the door is causing a fluctuation of temperature and is affecting the storage temperature.
3. The ice cream freezer is iced up and needs defrosting.
4. Ice creams and sorbets that contain alcohol are softer to scoop than those without alcohol and therefore would benefit from either a colder freezer or being placed deeper in the freezer or in a display scooping freezer placed in the middle of the display.
5. The freezer isn't working.