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Dyson Pure Hot+Cool™ HP01 purifying heater + fan

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Factory reset

As a last resort, you can factory reset Amazon Echo to give it a completely fresh start. There is a reset button next to the power adapter. You'll need to use a pin (or something equally small and pointed). Simply hold the button in until the light ring turns orange.

Please note, this will wipe everything and your Amazon Echo will need to be set-up again. This action should only be used as a last resort.

Installing and setting-up Alexa

To get started with Amazon Echo, place the device in a central location (at least eight inches, or 20cm, from any walls and windows). Plug the power adapter into Amazon Echo and then into a power outlet. The light ring on Amazon Echo turns blue and then orange. When the light turns orange, Amazon Echo greets you.

Next, you'll need to downlaod the Alexa app. Go to the app store on your mobile device and search for 'Alexa app'. Then select and download the app. Launch the Alexa app and ensure the account details are filled out. In the Alexa app, open the top left menu. Select 'Settings', then 'Set up a new device'. On the top of your Echo, press and hold the 'Action' button for five seconds. The light ring turns orange and Echo will connect to your mobile device.

Back on the Alexa app, select home Wi-Fi network and enter your home Wi-Fi password. Select 'Connect'. A confirmation message will appear in the app.

Tip: If your Amazon Echo doesn't connect to your Wi-Fi network, unplug and then plug the device into a power outlet to restart it. If you still have trouble, reset your Amazon Echo to its factory settings and set it up again.

Try talking to Alexa. You'll find that you can now use your Amazon Echo device. To get started, say the 'wake word' (Alexa) and then speak naturally to Alexa. Once you've set-up the Dyson skill, remember to use the trigger word (Dyson), preempted by the command 'ask/tell'. For example, "Alexa, ask Dyson purifier to turn on".

Your Amazon Echo device is set to respond to the wake word "Alexa" by default, but you can use the Alexa app to change the wake word at any time. In the app, go to 'Settings', select your Amazon Echo device and then select 'Wake Word'.

Connecting for different product combinations:

If you have the Dyson Link app and Alexa app both installed, and your Dyson machine and Amazon Echo are both connected, but your Dyson skill is not enabled:


Ask Alexa to enable the Dyson skill, or search for Dyson in the skills section of the Alexa app. Then select the 'Enable skill' button. Allow the Alexa skill to access your Dyson Link app account. Enter your Dyson Link app account details and select 'Allow' on the confirmation screen.

If you have the Dyson Link app installed, your Dyson machine is connected but the Alexa app is not installed and your Amazon Echo is not connected:


First, check the Wi-Fi signal strength where your Amazon Echo is positioned, by using a device known to be working. Remember to place your Amazon Echo at least eight inches away from any walls or windows, in a central location. Ensure the power adapter is plugged in and switched on.


The light ring on the Amazon Echo will turn blue then orange. When the light turns orange, Alexa greets you. Next, download the Alexa app to set-up your Amazon Echo.

In the Alexa app, open the main menu and select 'Settings' and then 'Set up a new device'. Press and hold the 'Action' button on your Amazon Echo for five seconds. The light ring will turn orange and Echo will connect to your mobile device.

Next, select your Wi-Fi network and enter your Wi-Fi password. Then press 'Connect'. A confirmation message will display in the app.

Currently, the Dyson skill and voice control for Dyson connected machines are available in the UK and the US only.

If you have more than one Alexa-controlled Dyson machine, your voice commands should make it clear which one you want to control. You can include a word like 'purifier', 'fan' or 'robot' in your command so Alexa knows which one you mean.

If you have two or more similar machines, like a purifier in your kitchen and another in your bedroom, you can assign location labels to differentiate your machines.

Navigate to your machine's settings by selecting the cog icon on your machine's status screen. From here, select 'Your machine's settings'. If you're using a purifier, select 'Room name' and choose the appropriate location. If you're using a robot, choose 'Robot name' and select a room from the predefined list.

If you own an Amazon Alexa-enabled device, you can control and monitor your Dyson connected machines using your voice. Simply enable the Dyson skill to do this.

To enable the Dyson skill, begin by saying the following: "Alexa, enable the Dyson skill." Alexa will respond: "OK, I've enabled the Dyson skill for you, but it requires you to link your Dyson account." Next, in the Alexa app, search for Dyson skill. Then select 'Enable' and follow the on-screen instructions to link your accounts.

To disable the Dyson skill, search for Dyson skill in the Alexa app and choose 'Disable skill'.

Alexa Voice Remote faults

If the Alexa Voice Remote doesn't pair or work wih your Echo device, here are some common solutions that may help.

Keep in mind that the Alexa Voice Remote is only compatible with Echo and Echo Dot. It is not compatible with other Alexa-enabled devices (such as Amazon Tap or Amazon Fire TV). Please make sure you're using the Alex Voice Remote for Echo and not the Alexa Voice Remote for Fire TV.

First, try replacing the batteries. Sometimes batteries lose charge if they've been sitting around for too long. If you have them, insert two new AAA batteries into the remote. If you insert new batteries into your remote, make sure the batteries are in their correct orientations.

Try to pair the remote again, moving closer to your Echo device. In the Alexa app, open the left navigation panel, and then select 'Settings'. Select your Echo device, and then select 'Pair Remote'. You may also see Forget Remote in the app. This means that a remote is already paired with your device. If your'e replacing your current remote, select 'Forget Remote'.

Press and hold the Play / Pause button on the remote for five seconds to start the pairing process when instructed.

Your device searches for your remote and connects to it within 40 seconds (this may take longer, depending on your connection speeds). When your device discovers your remote, Alexa says, "Your remote has been paired."

Press the Talk button on the remote to see if Alexa responds. If the steps above don't work, you may need to restart your device. Disconnect the power adapter (from the back of the device or from the power outlet), and then plug the power adapter back in to the device. After the device restarts, try to pair your remote again.

When you pair the remote, continue to press and hold the Play / Pause button until Alexa says, "Your remote has been paired."

Wi-Fi connection issues

It is important to ascertain if the issue is with Alexa/Echo, or with the Dyson product. Try asking Alexa a general question, such as 'Alexa, what is the weather for tomorrow?'

Operate your Dyson product manually-use the remote or controls to turn the purifier on, or press the power button on the robot.

Echo’s connectivity status is indicated by the power LED on the bottom rear of the device, with white meaning good and orange denoting no Wi-Fi connectivity. If you’re experiencing intermittent connectivity or non-existent Wi-Fi connectivity with your Amazon Echo, here's what to try.

First, reboot your router and turn your Echo off and on again, waiting at least 10 minutes to give time for them to reconnect. Whilst waiting, you can also try re-positioning your Echo away from devices that may be interfering with the signal.

You can also reduce the congestion on your Wi-Fi network by removing unused devices from the network.
If you have a dual-band modem, you may effectively have two networks set up. Try switching the device from the 2.4GHz frequency to the 5GHz frequency or vice-versa.

5GHz promises less interference, better speeds and a more stable connection and it is often less congested.


Alternatively, 2.4GHz can better for devices that may be further away from the router, especially if the signal has to pass through walls.

Move your Echo to higher ground, like a bookshelf, to avoid signal interference.

Quick fixes

The power LED on the Amazon Echo device shows the current status of your Wi-Fi network. Amazon Echo devices connect to dual-band Wi-Fi (2.4GHz / 5 GHz) networks that use the 802.11a/b/g/n standard. The devices do not support ad-hoc (peer-to-peer) networks.

You can locate the power LED near the power adaptor port on the device. Which light is visible?


Solid white light: Your Amazon Echo device is connected to your Wi-Fi network.


Solid orange light: Your Amazon Echo device is not connected to your Wi-Fi network. See connection faults.


Blinking orange light: Your Amazon Echo device is connected to your Wi-Fi network, but can't access the Alexa Voice Service.

If you have multiple devices on your Wi-Fi network, you may have inconsistent Wi-Fi performance. Turn off devices you aren't using to free up bandwidth on your network.

Move your device closer to your router and modem, if it's in a different room or blocked by an object. Make sure your device is away from sources of possible interferance, such as a microwave oven or baby monitors.

(Optional) You could connect to your router's 5 GHz Wi-Fi frequency band (if it's available). Many Wi-Fi devices only connect to the 2.4 GHz band. If multiple devices use this band on your network, your network speed may be slower. You can connect to the less congested 5 GHz band for better range and less interference.

You can restart your Echo device, Internet modem, and/or router to resolve most intermittent Wi-Fi issues. Turn off the router and modem, and wait 30 seconds.

While your network hardware restarts, unplug the power adaptor from your Echo device for three seconds, and plug it back in. Turn on your modem, and then wait for it to restart.

After you restart your modem, turn on your router, and then wait for it to restart. After you restart your Echo device and network hardware, try to connect to your Wi-Fi network again.

Make sure you know your network password (if required). This password is not your Amazon account password. Verify if other devices (such as tablets or mobile phones) can connect to your network.

If not, there may be a problem with your Wi-Fi network. You should contact your Internet service provider, network administrator or the person who set-up your network, for assistance.

Your Alexa device should be on the same Wi-Fi network as your smart home device. Alexa and smart home devices work best on personal Wi-Fi networks. Wi-Fi networks at school or work may not allow unrecognized devices to connect.

You can check or change your Wi-Fi setings in the Alexa app (Please note that an Amazon Echo device and Dyson connected product will still work if on different networks). In order to simplify diagnostics, and for best practice, it is better if they are on the same network.

From the Menu, select 'Settings'. Select your Alexa device. Select 'Update Wi-Fi'. Follow the instructions in the app to update your Wi-Fi information. Note: Some smart home devices can only connect to the 2.4GHZ Wi-Fi band. Check with your smart home device manufacturer for more information.

If you saved your Wi-Fi password to Amazon, but you recently changed the password, you'll need to re-enter your new Wi-Fi password to connect again. By default, your router may use both WPA+WPA2 for security. To resolve connection issues, switch the router security type to either WPA or WPA2 only. If the router also has an option to set the type of encryption, setting it to AES only is recommended.

If your Amazon Echo is unresponsive, or you want to give your device to someone else, you can reset the device. After you reset your Amazon Echo device, you need to register it to an Amazon account and re-enter any device settings to use it again.

To reset your Amazon Echo device: Use a paper clip (or similar tool) to press and hold the Reset button for five seconds. You can find the Reset button at the base of your device.

After you press and hold the Reset button, the light ring on your Amazon Echo device turns orange and then blue. Wait for the light ring to turn off and on again. The light ring then turns orange and your Amazon Echo device enters set-up mode. Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon account.

Say, "Alexa, Discover devices". Alexa confirms the start of the search. When discovery is complete, Alexa cofirms the discovery, or says that no devices were found.

If you're unable to access the Alexa app, please try the following:

iOS fix: Begin by restarting your iPhone, iPad or iPod touch. Force close the Alexa app. Then uninstall and reinstall the Alexa app. Once uninstalled, go to the App Store and install the Alexa app again.

Android fix: Restart your Android device. Force close the Alexa app. From the Home screen of your Android device, go to Settings >Apps (or Applications). For some devices, you may need to select Manage applications next. Locate the Alexa app from your list of installed apps and then select Clear Data. After you clear the application data, select Force Stop. Uninstall and reinstall the Alexa app. After you uninstall the app, go to Google Play and install the Alexa app again.

Web Browser fix: Reload the web page. Clear the cache and cookies from your browser. When you clear the cache and cookies, this removes any website settings (such as usernames and passwords) from your browser. Close your web browser and open it again.

If you don't receive a response from Echo, you can:

Check that your Amazon Alexa has power and that the power cable has not become dislodged. Turn upside down to check, as the connector can be hidden by the base.

Check for the 'E' fault on your purifier or for a light ring fault on your robot.

Try asking a general non-Dyson-related question to see if Alexa gives a response. For example, "Alexa, what is the weather forecast for tomorrow?" This can help indicate if the Echo is within range.

Check the color of Alexa's light ring. If one of the following lights is showing:

Solid blue with spinning cyan lights: The device is starting up.

Orange light spinning clockwise: The device is connecting to your Wi-Fi network.

Solid blue with cyan pointing in the direction of person speaking: Alexa is processing your request.

All lights off: The device is active and waiting for your request, or switched off.

Solid red light: You have turned off the microphones on your device. Press the microphone button to turn on the microphones.

White light: You are adjusting the volume level on your device.

Continuous oscillating violet light: An error occured during Wi-Fi set-up.

If you haven't resolved the issue, you can try checking the color of Alexa's LED light. The power LED shows the current status of your Wi-Fi network. Please note that Amazon Echo devices connect to dual-band Wi-Fi (2.4GHz / 5 GHz) networks that use the 802.11a/b/g/n standard. The devices do not support ad-hoc (peer-to-peer) networks. You can locate the power LED near the power adapter port on the device.

Solid white light. Amazon Echo device is connected to your Wi-Fi network.

Solid orange light. Amazon Echo device is not connected to your Wi-Fi network. See the 'Wi-Fi connection faults' section for more information.

Blinking orange light: Amazon Echo device is connected to your Wi-Fi network, but can't access the Alexa Voice Service.

If you're still experiencing issues, please check the following:

Is your Dyson machine still working? Check by making a request through the Dyson Link app directly. For example, try setting a fan speed or activating your robot.

Check the latest version of the Dyson Link app is downloaded. Check the latest version of the Alexa app is downloaded.

Try to disable and then re-enable the app via the Alexa app skills page. If this doesn't work, try deleting and then reinstalling the app.

Check your device (phone or tablet) is running the latest/compatible operating system. If not, install the latest vesion to update the firmware.

Check power to the router and connection to wall socket. Check the router signal strength at your Dyson machine's position using a device known to be working.


Is your Dyson machine set-up correct?

Is Echo within range of the router?

Has the network password been changed recently?

Ensure the frequency is 5/2.4. Is the same network for Echo and machine being used?

If the above steps don't work, please read the 'Wi-Fi connection faults' section for more information.

If you're unable to access the Alexa app, please try the following:

iOS fix: Begin by restarting your iPhone, iPad or iPod touch. Force close the Alexa app. Then uninstall and reinstall the Alexa app. Once uninstalled, go to the App Store and install the Alexa app again.

Android fix: Restart your Android device. Force close the Alexa app. From the Home screen of your Android device, go to Settings >Apps (or Applications).

For some devices, you may need to select Manage applications next. Locate the Alexa app from your list of installed apps and then select Clear Data.

After you clear the application data, select Force Stop. Uninstall and reinstall the Alexa app.

After you uninstall the app, go to Google Play and install the Alexa app again.

Web Browser fix: Reload the web page. Clear the cache and cookies from your browser.

When you clear the cache and cookies, this removes any website settings (such as usernames and passwords) from your browser.

Close your web browser and open it again.

Your commands should be in the five 'stages', clearly stated, with a specific single command or question at the end. Speak naturally and at a normal level. The stages are:

Alexa (wakes up Alexa)

Ask/tell (common to all Amazon skills, it will differentiate the end point)

Dyson (trigger word for Dyson connected products)

Purifier/robot (distinguish between products if switching the product on/off, or if multiple products are connected)

Kitchen/bedroom etc. (only necessary for multiple similar products)

To turn on/to enable auto mode/what the air quality is/how to replace the filter (command or question)

If there are multiple commands (Alexa, ask Dyson purifier to turn on and enable auto mode), the request will be difficult for Alexa to interpret, and you may be asked for clarification.

If the trigger word is not used (Dyson) then the request will not work. This is the same if the wake word (Alexa) is not used.

Alexa can be asked to activate a machine, update on status, or provide information. Please see some examples below:

Control: "Alexa, ask Dyson purifier to turn on."

Feedback: "Alexa, ask Dyson purifier what the outdoor air quality is."

Status: "Alexa, ask Dyson purifier what the room temperature is."

Understanding: "Alexa, ask Dyson purifier what auto mode does."

Maintenance: "Alexa, ask Dyson robot to start cleaning."

Perform an action: "Alexa, ask Dyson robot to pause cleaning."

You must have the Dyson Link app installed to work with Amazon Alexa.

Is the clicking noise only occurring when the machine is oscillating?

Check the base

Check around the base of the machine for any debris or obstructions.

Has this resolved the problem?

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

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Apologies. We can't help you online.

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Machine is working normally

This is completely normal.

The machine will run very slowly when in idle mode to keep air flowing over the thermostat so it can constantly regulate the temperature of the air.

There is no safety concern.

If the noise is intrusive, switching the machine off at the wall will stop the noise, or altering the position of the product in the room might make the noise less audible.

If pressed, it should be stated that the noise is caused by some of the electrical components emitting a frequency which can sometimes be heard as an electrical humming noise. This is not specific to Dyson products.

Is there anything else we can help you with?

Please select the appropriate option.

To make Alexa enable diffused mode, clearly state one of the following;

Alexa, ask Dyson purifier to diffuse the air

Alexa, ask Dyson to turn on diffused mode

Alexa, ask Dyson to turn on room mixing

To make Alexa turn on oscillation, clearly state one of the following;

Alexa, ask Dyson purifier to turn on oscillation

Alexa, ask Dyson to start rotating

Alexa, ask Dyson to rotate

To make Alexa check the indoor NO2 level clearly state the following;

Alexa, ask Dyson for the indoor NO2 level

To make Alexa check the indoor PM10 level clearly state the following;

Alexa, ask Dyson for the indoor PM10 level

To make Alexa check the indoor PM2.5 level clearly state the following;

Alexa, ask Dyson for the indoor PM2.5 level

To make Alexa check the indoor VOC level clearly state the following;

Alexa, ask Dyson for the indoor VOC level

Please select the appropriate option

To make Alexa explain NO2, clearly state the following;

Alexa, ask Dyson purifier to explain NO2

To make Alexa explain PM10 clearly state the following;

Alexa, ask Dyson purifier to explain PM10

To make Alexa explain VOC clearly state the following;

Alexa, ask Dyson purifier to explain VOC

If you are part way through the set up and have a problem, please switch off your machine, sign out of the app and the start the process from the beginning.

Check the WiFi connection

Press and hold the 'Standby ON/OFF' button for 10 seconds to see if the WiFi light comes on.

Does the Wi-Fi light illuminate?

WiFi Troubleshooting

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your purifier to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Has the WiFi mode timed out?

Your purifier will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the purifier is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your purifier to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The purifier cannot currently attach to a hidden SSID network. To use the purifier, unhide your SSID and attach your purifier.

The purifier cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the purifier to connect.

Has this resolved the problem?

What connection?

Same WiFi network as the appliance

A different WiFi network

A mobile network such as 3G/4G

Has the error occured whilst your mobile device was connected to:

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Update the Dyson Link app

Check that your mobile/tablet device has the latest version of the app installed.

Ensure that the device is also running the latest version of it's operating system.

Has updating the app resolved the problem?

Reinstall the app and check Wi-Fi settings.

Remove the Dyson Link app from your device and re-install the latest version from the app store. Check the following:

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the purifier on the network.

Re-program the instruction (e.g. schedule) to test the appliance.

Has reinstalling the app resolved the problem?

Input the correct password

You will need to input your WiFi password to set up the connectivity options. The serial number and WiFi information can be found in the following locations:

NB: The password is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as may the letters 'j' (J) and 'i' (I).

On the front of the instruction manual.

On the remote control packaging

On your appliance, located underneath the filter.

Has checking the passcode resolved the problem?

Have you connected to this machine before?

WiFi Light

The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply press and hold the 'Stanby ON/OFF' button for 10 seconds until the green WiFi light starts flashing and you have another 30 minute window.

Once you have done this, run through the connection process again.

Has this resolved the problem?

Has the error occured whilst your mobile device was connected to:

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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4/5 Very Good

5/5 Excellent

Apologies. We can't help you online.

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If you are part way through the set up and have a problem, switch the purifier off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the appliance is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

Ensure your mobile device is connected to your home WiFi.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection. (This is normal for many connected devices and as Apps recognize punctuation as computer coding, Wi-Fi passwords cannot contain these characters).

  • Customers may need to change the home Wi-Fi password before connection process begins. The process is different for each internet service provider (ISP) – the customer may need to contact their ISP for instructions.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

The appliance will only connect to the 2.4 GHz network. The appliance runs on 2.4 GHz rather than 5 GHz to maximize range.

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Connect Android

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Please select the next step.

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has the Wi-Fi light displayed on the machine?

Add your machine

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Did the machine's serial number appear on the screen?

Connect

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the machine?

Connection failed message

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Have you managed to connect to the machine?

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or web site will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported Wi-Fi protocols:

IEEE802.11b (Not recommended)

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the issue?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Check your Wi-Fi security settings

Dyson purifiers can only connect with WPA and WPA2 (Wi-Fi Protected Access) security protocols.

If your router is set to a different encryption setting, it won't be able to connect with your purifier.

You can change your router security settings on your router configuration page. For more information about how to check this, please refer to your router instructions.

Has this resolved the issue?

Please select the stage that the connection process failed on.

Which stage did the connection process fail?

Has the Wi-Fi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the Wi-Fi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection.

If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the issue?

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or web site will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported Wi-Fi protocols:

IEEE802.11b (Not recommended)

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the issue?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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WiFi enabled

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Has this resolved the issue?

WiFi Mode

Please ask the customer to turn on the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Did the machine's serial number appear on the screen?

Select a different machine

Select 'connect a different machine' option.

Please select the next step.

Please select the next step

Auto generated first stem

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the appliance to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your appliance to, enter its password.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Please select the next step.

Connect to the appliance

Enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Press the 'Try again' option

Please ask the customer to press the 'Try again' option.

Have you managed to connect to the machine?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Does the machine have power?

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Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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Test machine

This may have been caused by an interruption in the electricity.

Unplug the machine and leave it for 10 seconds.

Plug in and test the machine.

Has this resolved the issue?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Check the electrics

Check that the household electrics are on.

Check the plug and power cord for signs of damage.

Try the machine in a different plug socket.

Has this resolved the issue?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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Getting started

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please select the next step.

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

The purifier is now discoverable.

Has the Wi-Fi light displayed on the machine?

Appliance serial number

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Did the machine's serial number appear on the screen?

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

WiFi Mode

Please ask the customer to turn on the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Did the machine's serial number appear on the screen?

Choose different machine

Select 'connect a different machine' option.

Please select the next step.

Choose purifier

Select the Purifier option.

Please select the next step.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the appliance to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your appliance to, enter its password.

Please select the next step.

Connecting the appliance

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the network that matches the products serial number using the passcode from the rating plate.

Return to the Dyson Link app.

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen

Have you managed to connect to the machine?

WiFi diagnostic checks

Check that your appliances’ WiFi light is illuminated. To turn it on again, press and hold the 'Standby ON/OFF' button for ten seconds - until the green Wifi light beigns flashing.

Check that your smartphone or tablet is within network range of your appliance.

Check that your device’s Wi-Fi is enabled and that it is connected, for example by visiting a web site in your device’s browser.

NB: Your appliance will only appear in the list of networks when it is in WiFi mode.

Has checking Wi-Fi settings resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Password reset

Follow the process below if you wish to change your password, or you have forgotten your password.

Use the 'forgotten password' link on the sign in page.

Enter the registered email address and click 'done'.

A link is sent to your registered email address

Sign in using your new password

If you receive 'incorrect email address or password' message retry the process.

Alternatively, navigate to the 'My Dyson' section of www.dyson.co.uk and follow the on screen instructions.

Has resetting the password resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Add a machine

Using this option, multiple Dyson purifiers can be added to a single Dyson Link app account.

Is there anything else we can help you with?

Please select the appropriate option

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

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Sensitivity Settings

Your Dyson appliance will complete a calibration cycle for up to six days from first use. Within the settings for the Dyson Link, you can also adjust the target for the air quality sensitivity of your appliance. A more sensitive air quality target will mean that your appliance is active for longer. Some environments may require this in order to maintain a Good air quality level.

Please note we would advise allowing your machine to run for at least a week before adjusting the sensitivity settings within the Dyson Link app, to ensure it completes its initial calibration cycle.

Is there anything else we can help you with?

Change air quality

Select settings by swiping up on the home page.

Tap the air quality target option.

Tap on one of the air quality sensitivity options.

Tap 'Done' at the top right of the screen.

Is there anything else we can help you with?

Clear connectivity data

If ownership of the machine changes you may wish to clear it of any home network names and passwords.

A full reset of the machine can be done either within the app or by pressing and holding the 'Standby ON/OFF' button for 21 seconds.

Removing appliance from app

Go into the app settings.

Tap on the 'Remove purifier' option.

Confirm you would like to rmeove the purifier.

Remove purifier - This will remove the purifier from your app. It will still be available for other users and will retain its settings.

Reset purifier - This will remove the purifier for all users and reset it to factory default. It will no longer be connected to your WiFi network. Press and hold the 'Standby ON/OFF' button on the base of the purifier for over 20 seconds to reset.

Is there anything else we can help you with?

Reset the machine without the app.

The machine allows you to clear your WiFi settings, restoring the machine to the factory default.

Press and hold the 'Standby ON/OFF' button on the appliance for longer than 20 seconds.

The WiFi symbol will flash alternately between white and green to indicate that your network setting shave been removed.

Is there anything else we can help you with?

How to connect to second network within your home

Switch off the first network.

Wi-Fi can be enabled or disabled by pressing and holding the ON/ OFF button on the appliance for between 10 and 20 seconds.

Switch the first network back on.

The appliance will default to 'best' signal option.

How to connect to second network in another home

If the original network is not in range, simply select 'Connect the purifier' and run through the connection journey as normal.

Changing the User

Create own account. There is no need to 'de-register' the appliance. Complete the set up process as usual.

NB: If you state you are the owner, all previous user information will be removed (if on same WiFi it will find it, you just need product password)

Please select the appropriate option

If you are part way through the set up and has a problem, please switch the machine off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the appliance is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

Ensure your mobile device is connected to your home WiFi.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection. (This is normal for many connected devices and as Apps recognize punctuation as computer coding, Wi-Fi passwords cannot contain these characters).

  • Customers may need to change the home Wi-Fi password before connection process begins. The process is different for each internet service provider (ISP) – the customer may need to contact their ISP for instructions.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

The appliance will only connect to the 2.4 GHz network. The appliance runs on 2.4 GHz rather than 5 GHz to maximize range.

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please select the next step.

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your robot to, enter its password.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Can you connect to WiFi?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has the WiFi light displayed on the appliance?

Does the machine have power?

Do not plug in or attempt to use the machine if the power cord is damaged.

Check the electrics

Check that the household electrics are on.

Change the fuse in the machine's plug

Check the plug and power cord for signs of damage.

Try the machine in a different plug socket.

Has this resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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2/5 Average

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5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

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Interruption in electricity

This may have been caused by an interruption in the electricity.

Unplug the machine and leave it for 10 seconds.

Plug in and test the machine.

Has this resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Finding serial number

The serial number and WiFi information can be found in the following locations:

On the front of the instruction manual.

On the remote control packaging

On a removable sticker on the front of the purifier

On your appliance, located underneath the filter.

NB: The appliance's WiFi password is made up of numbers and lower case letters only, so '0'is definitely the number zero. The number '1' and the letter 'L' may look similar, as may the letters 'j' and 'i'.

Can you find the machine's Wi-Fi password?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the network that matches the products serial number using the passcode from the rating plate.

Return to the Dyson Link app.

Does the appliance serial number appear on screen?

The image may show a different variant although the process remains the same.

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the appliance?

Please select the stage that the connection process failed on:

Which stage did the connection process fail?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the problem?

Does the error occur when the mobile device is connected to:

Same WiFi network as the purifier

A different WiFi network

A mobile network such as 3G/4G

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

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To connect your purifier to a network for the first time, your mobile device must be connected to the same WiFi network as your purifier. Please restart the process again, ensuring your mobile device is connected to the correct network. You can temporarily switch your 3G/4G connection off to make sure your device is connecting to WiFi. Check that the network name (SSID) matches that of the network you are trying to connect to.

Please select the appropriate option.

WiFi Troubleshooting - Step 1

Please run through the following checks with the customer.

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or web site will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported Wi-Fi protocols:

IEEE802.11b (Not recommended

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

WiFi Troubleshooting - Step 1

Please run through the following checks with the customer:

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

WiFi Troubleshooting - Step 2

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the problem?

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please select the next step

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your robot to, enter its password.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Can you connect to Wi-Fi?

WiFi Troubleshooting - Step 1

Please run through the following checks:

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the issue?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has the WiFi light displayed on the appliance?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has this resolved the issue?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Serial number location

The serial number and WiFi information can be found in the following locations:

On the front of the instruction manual.

On the remote control packaging

On a removable sticker on the front of the purifier

On your appliance, located underneath the filter.

NB: The appliance's WiFi password is made up of numbers and lower case letters only, so '0'is definitely the number zero. The number '1' and the letter 'L' may look similar, as may the letters 'j' and 'i'.

Can you find the machine's Wi-Fi password?

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Select Start on the 'get connected' page.

Does the appliance serial number appear on screen?

The image may show a different variant although the process remains the same.

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the appliance?

WiFi Troubleshooting - Step 2

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the issue?

Set up the Dyson Link app

Check that the appliance is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

Ensure your mobile device is connected to your home WiFi.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection. (This is normal for many connected devices and as Apps recognize punctuation as computer coding, Wi-Fi passwords cannot contain these characters).

  • Customers may need to change the home Wi-Fi password before connection process begins. The process is different for each internet service provider (ISP) – the customer may need to contact their ISP for instructions.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

The appliance will only connect to the 2.4 GHz network. The appliance runs on 2.4 GHz rather than 5 GHz to maximize range.

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Dyson link

Open the Dyson Link app.

Sign in to the app and your purifier and settings will be loaded.

Is there anything else we can help you with?

WiFi mode

The appliance is automatically set to send out a wi-fi signal that can be picked up as a local network ('WiFi’ mode).

This is used when associating the machine with the Dyson Link app but can be switched ‘OFF’ if desired.

WiFi Mode

WiFi mode is switched on by default. On the rare occasion that this has been switched off, WiFi mode can be switched ‘ON’ by pressing and holding the 'Standby ON/OFF' button on the appliance for between 10 and 20 seconds.

Is there anything else we can help you with?

WiFi Mode

WiFi mode is switched on by default. WiFi mode can be switched ‘OFF’ by pressing and holding the 'Standby ON/OFF' button on the appliance for between 10 and 15 seconds.

Is there anything else we can help you with?

Re-configure Wi-Fi mode.

You can re-configure your appliance WiFi settings by pressing and holding the 'Standby ON/OFF' button on the appliance for over 20 seconds. This will clear all saved WiFi connections, and will automatcially switch WiFi mode 'ON'.

Is there anything else we can help you with?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the purifier once the app has been restarted. This should be complete within 5 minutes.

Has restarting the app resolved the problem?

Which WiFi connection

Please ask the customer if the error occured whilst their mobile device was connected to:

Same WiFi network as the purifier

A different WiFi network

A mobile network such as 3G/4G

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the appliance once the app has been restarted. This should be complete within 5 minutes.

Has restarting the app resolved the problem?

Check your purifier for the WiFi light.

Has the Wi-Fi light on your purifier gone white?

Is there anything else we can help you with?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the robot once the app has been restarted. This should be complete within 5 minutes.

Please select the next step

App offline

Check your handset's connectivity.

The app should 'self right' when connectivity resumes. If the app refuses to return to operation, try the 'reload' function on the app screen.

Has this resolved the problem?

Change of ownership

This indicates that another user has claimed ownership of the appliance by registering it to their own account.

Only one individual can claim ownership of a certain purifier serial number. When someone adds an appliance to an account within the Dyson Link app, any previous user information will be wiped and an email notification sent to confirm the change.

NB: If you wish to have more than one device control the same appliance, each device will need to use the same Dyson Link app log in details.

Has someone else in the household registered the machine?

Only one person can take ownership of the appliance.

Would you like to regain control of the machine?

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Reconnect appliance

Please advise the customer to reconnect to the appliance which will reset the appliance ownership to them (with an option at the end of the connection journey).

Please also escalate the issue to the management team to investigate.

Please select the appropriate option

Set up the Dyson Link app

Check that the appliance is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

Ensure your mobile device is connected to your home WiFi.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection. (This is normal for many connected devices and as Apps recognize punctuation as computer coding, Wi-Fi passwords cannot contain these characters).

  • Customers may need to change the home Wi-Fi password before connection process begins. The process is different for each internet service provider (ISP) – the customer may need to contact their ISP for instructions.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

The appliance will only connect to the 2.4 GHz network. The appliance runs on 2.4 GHz rather than 5 GHz to maximize range.

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Change of ownership

This indicates that another user has claimed ownership of the purifier by registering it to their own account.

Only one individual can claim ownership of a certain purifier serial number. When someone adds a purifier to an account within the Dyson Link app, any previous user information will be wiped and an email notification sent to confirm the change.

NB: If you wish to have more than one device control the same purifier, each device will need to use the same Dyson Link app log in details.

Has someone else in your household registered the purifier?

Check the WiFi connection

A solid white WiFI light should be displayed on the machine.

Does the Wi-Fi light illuminate?

WiFi Troubleshooting - Step 1

Please run through the following checks with the customer:

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

Has this resolved the problem?

Update the Dyson Link app

Check that your mobile/tablet device has the latest version of the app installed.

Ensure that the device is also running the latest version of it's operating system.

Has updating the app resolved the problem?

Reinstall the app and check WiFi setting

Remove the Dyson Link app from your device and re-install the latest version from the app store. Check the following:

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Re-program the instruction (e.g. schedule) to test the mach

Has reinstalling the app resolved the problem?

Wi-Fi/3G/4G

Please ask the customer if the error occured whilst their mobile device was connected to:

Same WiFi network as the appliance.

A different WiFi network.

A mobile network such as 3G/4G.

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Connect machine.

To connect your appliance to a network for the first time, your mobile device must be connected to the same WiFi network as your appliance. Please restart the process again, ensuring your mobile device is connected to the correct network. Check that the network name (SSID) matches that of the network you are trying to connect to.

Is there anything else we can help you with?

Connect appliance

To connect your appliance to a network for the first time, your mobile device must be connected to the same WiFi network as your appliance. Please restart the process again, ensuring your mobile device is connected to the correct network. You can temporarily switch your 3G/4G connection off to make sure your device is connecting to WiFi. Check that the network name (SSID) matches that of the network you are trying to connect to.

Is there anything else we can help you with?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Has restarting the app resolved the problem?

Restart the machine

Switch off and unplug the machine.

Leave for 10 seconds.

Ensure the plug is firmly plugged into the socket and switched on at the wall

Press the power button to turn the machine on and adjust the airflow within the app to ensure the issue has been resolved.

Has restarting the machine resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent