Lights

To ensure the correct checks are carried out, we will need to determine if this is a pick up issue or if the machine is pulsating. We can check this by seeing what light shows on the machine.

Press and hold the trigger for 10 seconds.

Filter light

Blockage light

The machine is designed to pulsate. This is an audible feature that indicates a restriction of airflow and prevents damage to the motor. This is usually caused by blockage within the machine or a clogged filter.

When the machine is pulsating, it will switch on and off in quick succession. Make sure the machine is cool before running through the following checks.

Remove the tools

Please ensure the bin is empty before continuing with any checks.

Remove all tools and accessories from the machine e.g. Wand, Cleaner head, Crevice tool etc.

Press and hold the trigger for 10 seconds.

Check the Wand

Check both ends of the Wand for blockages and remove as necessary.

Refit the Cleaner head onto the Wand and connect the Wand back onto the machine.

Clear the floor tool

On the side of the cleaner head, locate the end cap. Using a coin, turn the end cap anticlockwise a quarter of the way to remove it.

Note: There should be a small padlock icon along with directional arrows to help you unlock the end cap.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

Check the brush bar drive cog and clear it from any hair or debris.

With the Brush bar clear from any debris, refit it back into the Cleaner head and securely fasten the end cap.

Place the Cleaner head onto the bin and test the machine.

Check the bin inlet

Check the inlet at the front of the machine for any blockages and remove as necessary.

Push the bin release catch underneath the bin to release the bin base. Check the opening on the cyclone shroud for any blockages. Re-attach the bin and close the base.

Press and hold the trigger for 10 seconds.

Remove the bin

Push the bin release catch underneath the bin to release the base. Press the button located on the bin runner to release the bin and slide it off the runner.

Check the opening on the cyclone shroud for any blockages. Remove as necessary.

Gently tap the side of the cyclone over a bin. This will remove any fine dust clogged up in the cyclone.

Refit the bin back on to the machine and test the machine.

Wash the filter

Please follow the steps in the video.

Find the text version of the step-by-step guide instead, under "Has this resolved the problem?"

Ensure the filter is completely dry before refitting. Press the trigger and run the machine for 2 minutes and then check the filter light.

Removing the filter

Remove the filter by twisting anticlockwise to the open position and gently pull away. Remove any excess debris from the filter prior to washing.

Wash the inside of the filter first; hold it upright under the cold tap and agitate using a rotation motion.

Wash the outside of the filter; fill it with cold water, place your hand over the open end and shake gently.

Repeat washing the inside and outside of the filter until the water runs clear.

Gently tap the filter to remove any excess water.

Drying the filter

Leave the filter to dry with the open end facing up for as long as possible.

Ensure the filter is completely touch dry prior to refitting.

WARNING: Do not put the filter in a dishwasher, washing machine, tumble dryer, oven, microwave, or near a naked flame.

To refit, return the filter to the open position and twist clockwise until it clicks into place.

Your Hair screw tool doesn't have a washable brush bar. To maintain optimum performance, check your brush bar regularly and clear any obstructions.

Remove the cover and brush bar

Remove the Hair screw tool from the machine.

Push the base plate open. Press the red lever down to release the cleaner head cover.

Pull the cleaner head cover off the main body of the tool.

Look for obstructions

Pull your brush bar firmly to remove it from the main body.

Check and remove any obstructions from all three parts of your Hair screw tool.

Your Hair screw tool isn't washable. Wipe over with a damp lint-free cloth.

Don't put any part of your machine in a dishwasher or use detergents, polishes or air fresheners.

Re-assemble Hair screw tool

Put your brush bar back into position and press firmly until it clicks back into position.

Check the red locking lever is in the unlocked position. Align the cleaner head cover with the guide of the main body. Push it down until it clicks into position.

Push the red locking lever up until it clicks into position and push the base plate back into place.

Clear the floor tool

Under the Cleaner head by the Soft roller, locate the fastener. Using a coin, turn the fastener anticlockwise a quarter of the way to unlock the end cap, and slide it up to remove.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

With the Brush bar clear from any debris, refit the Brush bar back into the cleaner head and securely fasten the end cap.

Place the Cleaner head onto the Wand and test the machine.

Check the bin inlet

Check the inlet at the front of the machine for any blockages and remove as necessary.

Push the bin release catch underneath the bin to release the bin base. Check the opening on the cyclone shroud for any blockages. Re-attach the bin and close the base.

Press and hold the trigger for 10 seconds.

The machine is designed to pulsate. This is an audible feature that indicates a restriction of airflow and prevents damage to the motor. This is usually caused by blockage within the machine or a clogged filter.

When the machine is pulsating, it will switch on and off in quick succession. Make sure the machine is cool before running through the following checks.

Wash the filter

Please follow the steps in the video.

Find the text version of the step-by-step guide instead, under "Has this resolved the problem?"

Ensure the filter is completely dry before refitting. Press the trigger and run the machine for 2 minutes and then check the filter light.

The machine is designed to pulsate. This is an audible feature that indicates a restriction of airflow and prevents damage to the motor. This is usually caused by blockage within the machine or a clogged filter.

When the machine is pulsating, it will switch on and off in quick succession. Make sure the machine is cool before running through the following checks.

Remove the tools

Please ensure the bin is empty before continuing with any checks.

Remove all tools and accessories from the machine e.g. Wand, Cleaner head, Crevice tool etc.

Press and hold the trigger for 10 seconds.

Check the Wand

Check both ends of the Wand for blockages and remove as necessary.

Check for blockages

With the accessory removed from the machine, check both ends for blockages and remove as necessary.

Refit the accessory back onto the machine.

Press and hold the trigger for 10 seconds.

Check the bin inlet

Check the inlet at the front of the machine for any blockages and remove as necessary.

Push the bin release catch underneath the bin to release the bin base. Check the opening on the cyclone shroud for any blockages. Re-attach the bin and close the base.

Press and hold the trigger for 10 seconds.

Test the machine

Remove all tools and accessories from the machine.

Put the machine in MAX power mode.

Press and hold the trigger for 10 seconds.

Check the Wand

Check both ends of the Wand for blockages and remove as necessary.

Refit the Cleaner head onto the Wand and connect the Wand back onto the machine.

Test the machine

Press and hold the trigger for 10 seconds.

If the noise is still present, select the floor tool you have been using.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Clear the floor tool

On the side of the cleaner head, locate the end cap. Using a coin, turn the end cap anticlockwise a quarter of the way to remove it.

Note: There should be a small padlock icon along with directional arrows to help you unlock the end cap.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

Check the brush bar drive cog and clear it from any hair or debris.

With the Brush bar clear from any debris, refit it back into the Cleaner head and securely fasten the end cap.

Place the Cleaner head onto the bin and test the machine.

Your Hair screw tool doesn't have a washable brush bar. To maintain optimum performance, check your brush bar regularly and clear any obstructions.

Remove the cover and brush bar

Remove the Hair screw tool from the machine.

Push the base plate open. Press the red lever down to release the cleaner head cover.

Pull the cleaner head cover off the main body of the tool.

Look for obstructions

Pull your brush bar firmly to remove it from the main body.

Check and remove any obstructions from all three parts of your Hair screw tool.

Your Hair screw tool isn't washable. Wipe over with a damp lint-free cloth.

Don't put any part of your machine in a dishwasher or use detergents, polishes or air fresheners.

Re-assemble Hair screw tool

Put your brush bar back into position and press firmly until it clicks back into position.

Check the red locking lever is in the unlocked position. Align the cleaner head cover with the guide of the main body. Push it down until it clicks into position.

Push the red locking lever up until it clicks into position and push the base plate back into place.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Clear the floor tool

Under the Cleaner head by the Soft roller, locate the fastener. Using a coin, turn the fastener anticlockwise a quarter of the way to unlock the end cap, and slide it up to remove.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

With the Brush bar clear from any debris, refit it back into the Cleaner head and securely fasten the end cap.

Place the Cleaner head onto the bin and test the machine.

Remove the bin

Push the bin release catch underneath the bin to release the base. Press the button located on the bin runner to release the bin and slide it off the runner.

Press and hold the trigger for 10 seconds.

Check the bin inlet

Check the inlet at the front of the machine for any blockages and remove as necessary.

Attach the bin to the machine by sliding it back on.

Once attached, push the bin fully on to the machine and close the bin base.

Press and hold the trigger for 10 seconds.

Check the machine

Please ensure the bin is empty before continuing with any checks.

Remove all tools and accessories from the machine e.g. Wand, Cleaner head, Crevice tool etc.

Check both ends of the Wand for blockages and remove as necessary.

Press and hold the trigger for 10 seconds.

Pick up issues

The blockage light usually appears when the machine is pulsating. The blockage light is located by the power pack.

Remove the floor tool

If the machine is not performing as well as it used to this is typically caused by a partial or full blockage within the openings of the machine.

Please remove the floor tool from the machine and check the Wand for blockages.

Clear the floor tool

On the side of the cleaner head, locate the end cap. Using a coin, turn the end cap anticlockwise a quarter of the way to remove it.

Note: There should be a small padlock icon along with directional arrows to help you unlock the end cap.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

Check the brush bar drive cog and clear it from any hair or debris.

With the Brush bar clear from any debris, refit it back into the Cleaner head and securely fasten the end cap.

Place the Cleaner head onto the bin and test the machine.

Check the bin inlet

Check the inlet at the front of the machine for any blockages and remove as necessary.

Push the bin release catch underneath the bin to release the bin base. Check the opening on the cyclone shroud for any blockages. Re-attach the bin and close the base.

Press and hold the trigger for 10 seconds.

Remove the bin

Push the bin release catch underneath the bin to release the base. Press the button located on the bin runner to release the bin and slide it off the runner.

Gently tap the side of the cyclone over a bin. This will remove any fine dust clogged up in the cyclone.

Refit the bin back on to the machine, attach the wand and cleaner head and test the machine.

Wash the filter

Please follow the steps in the video.

Find the text version of the step-by-step guide instead, under "Has this resolved the problem?"

Ensure the filter is completely dry before refitting. Press the trigger and run the machine for 2 minutes and then check the filter light.

Wash the inside of the filter first; hold it upright under the cold tap and agitate using a rotation motion.

Wash the outside of the filter; fill it with cold water, place your hand over the open end and shake gently.

Repeat washing the inside and outside of the filter until the water runs clear.

Gently tap the filter to remove any excess water.

Drying the filter

Leave the filter to dry with the open end facing up for as long as possible.

Ensure the filter is completely touch dry prior to refitting.

WARNING: Do not put the filter in a dishwasher, washing machine, tumble dryer, oven, microwave, or near a naked flame.

To refit, return the filter to the open position and twist clockwise until it clicks into place.

Your Hair screw tool doesn't have a washable brush bar. To maintain optimum performance, check your brush bar regularly and clear any obstructions.

Remove the cover and brush bar

Remove the Hair screw tool from the machine.

Push the base plate open. Press the red lever down to release the cleaner head cover.

Pull the cleaner head cover off the main body of the tool.

Look for obstructions

Pull your brush bar firmly to remove it from the main body.

Check and remove any obstructions from all three parts of your Hair screw tool.

Your Hair screw tool isn't washable. Wipe over with a damp lint-free cloth.

Don't put any part of your machine in a dishwasher or use detergents, polishes or air fresheners.

Re-assemble Hair screw tool

Put your brush bar back into position and press firmly until it clicks back into position.

Check the red locking lever is in the unlocked position. Align the cleaner head cover with the guide of the main body. Push it down until it clicks into position.

Push the red locking lever up until it clicks into position and push the base plate back into place.

Check for blockages

With the accessory removed from the machine, check both ends for blockages and remove as necessary.

Refit the accessory back onto the machine.

Press and hold the trigger for 10 seconds.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Clear the floor tool

Under the Cleaner head by the Soft roller, locate the fastener. Using a coin, turn the fastener anticlockwise a quarter of the way to unlock the end cap, and slide it up to remove.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

With the Brush bar clear from any debris, refit the Brush bar back into the cleaner head and securely fasten the end cap.

Place the Cleaner head onto the Wand and test the machine.

Check the machine

The machine is designed to pulsate. This is an audible feature that indicates a problem, as well as preventing damage to the motor. This is usually caused by a restriction in airflow or a blockage within the machine.

If the machine does not have any power, please check the status light and select which light is showing.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Unplug the machine

Make sure the machine is unplugged from the charger and check the status light.

Refit the filter correctly

The filter indicator will flash intermittently when the filter unit is not fitted correctly.

To refit, return the filter unit to the open position and twist clockwise until it clicks into place.

Charge the machine

Place the machine on charge.

A blue pulsing light indicates that the machine is charging.

Blue lights on charge

If one, two or three blue lights appear whilst the machine is plugged in, this suggests it is on charge.

Charge the machine

This indicates the machine needs charging. Place the machine on charge for 3.5 hours.

If the lights now flash red and blue, please follow the appropriate step.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Unplug the machine

Make sure the machine is unplugged from the charger and check the status light.

Charge the machine

This indicates the machine needs charging. Place the machine on charge for 3.5 hours.

If the lights now flash red and blue, please follow the appropriate step.

If using the docking station, remove the charger from the docking station and connect it directly to the machine. (When the machine is charging correctly, you will see one, two or three blue LED lights - these will flash depending on the level of charge required and turn solid when partly completed. When the battery is fully charged the 3 blue LED lights will go off.)

Wash the filter

Please follow the steps in the video.

Find the text version of the step-by-step guide instead, under "Is there anything else we can help you with?"

Ensure the filter is completely dry before refitting.

Removing the filter

Remove the filter by twisting anticlockwise to the open position and gently pull away. Remove any excess debris from the filter prior to washing.

Wash the inside of the filter first; hold it upright under the cold tap and agitate using a rotation motion.

Wash the outside of the filter; fill it with cold water, place your hand over the open end and shake gently.

Repeat washing the inside and outside of the filter until the water runs clear.

Gently tap the filter to remove any excess water.

Leave the filter to dry with the open end facing up for as long as possible.

Ensure the filter is completely touch dry prior to refitting.

To refit, return the filter to the open position and twist clockwise until it clicks into place.

The run time on High power is 7 minutes with the Motorized head, and 5 minutes without the Motorized head.

The run time on Medium power is 20 minutes with the Motorised head and 30 minutes without the Motorised head.

The run time on Low power is 35 minutes with the Motorised head and 60 minutes without the Motorised head.

Damp or musty smell

A damp or musty smell is caused when dust in the cyclone has come into contact with water.

It may not be a direct contact with water, for example when vacuuming pet hair that is slightly damp, this moisture will combine with the dust in the cyclone causing the smell.

Additionally the smell may occur if the filter goes back into the machine wet.

Only the filter can be washed, the bin can be cleaned with a damp cloth only, and both must be completely dry before being refitted to the machine.

Damp or musty smell still present

Under normal use, any unpleasant smell can only be caused by something the machine has picked up. Please select pick up issues to carry out checks.

Replacement part required

If you are able to locate the smell to a part of the machine, replacing the part may help eliminate the smell. For this, please select Part broken.

Pick up issues

The blockage light usually appears when the machine is pulsating. The blockage light is located by the power pack.

Remove the bin

Push the bin release catch underneath the bin to release the base. Press the button located on the bin runner to release the bin and slide it off the runner.

Clean the bin

Clean the clear bin with a damp cloth only.

WARNING: Do not use detergents, polishes or air fresheners to clean the clear bin. Do not put the clear bin in a dishwasher.

Refit the bin

Ensure the clear bin is completely dry before replacing.

To replace the bin, push the bin up and in to the Main body of the machine, It will click into place.

Close the bin base so it clicks into place and is secure.

Washing the filter can also help to remove the smell.

Wash the filter

Please follow the steps in the video.

Find the text version of the step-by-step guide instead, under "Has this resolved the problem?"

Ensure the filter is completely dry before refitting. Press the trigger and run the machine for 2 minutes and then check the filter light.

Damp or musty smell still present

Under normal use, any unpleasant smell can only be caused by something the machine has picked up. Please select pick up issues to carry out checks.

Replacement part required

If you are able to locate the smell to a part of the machine, replacing the part may help eliminate the smell. For this, please select Part broken.

Removing the filter

Remove the filter by twisting anticlockwise to the open position and gently pull away. Remove any excess debris from the filter prior to washing.

Wash the inside of the filter first; hold it upright under the cold tap and agitate using a rotation motion.

Wash the outside of the filter; fill it with cold water, place your hand over the open end and shake gently.

Repeat washing the inside and outside of the filter until the water runs clear.

Gently tap the filter to remove any excess water.

Drying the filter

Leave the filter to dry with the open end facing up for as long as possible.

Ensure the filter is completely touch dry prior to refitting.

WARNING: Do not put the filter in a dishwasher, washing machine, tumble dryer, oven, microwave, or near a naked flame.

To refit, return the filter to the open position and twist clockwise until it clicks into place.

Replacement part required

Please check all floor tools

Please connect the floor tool directly on to the bin.

If the Brush bar on every tool spins when connected to the bin, please select the Wand is damaged.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Clear the floor tool

On the side of the cleaner head, locate the end cap. Using a coin, turn the end cap anticlockwise a quarter of the way to remove it.

Note: There should be a small padlock icon along with directional arrows to help you unlock the end cap.

Remove the brush bar from the Motorbar cleaner head and clear away any hair or fibres. Check the neck of the cleaner head (where the cleaner head connects to the wand) for any blockages. Ensure there is no build-up of dust or debris in the small crevice between where the brush bar sits and the neck of the cleaner head.

The brush bar, now clear of any debris, can be reinserted into the cleaner head. Securely fasten the end cap.

Your Hair screw tool doesn't have a washable brush bar. To maintain optimum performance, check your brush bar regularly and clear any obstructions.

Remove the cover and brush bar

Remove the Hair screw tool from the machine.

Push the base plate open. Press the red lever down to release the cleaner head cover.

Pull the cleaner head cover off the main body of the tool.

Look for obstructions

Pull your brush bar firmly to remove it from the main body.

Check and remove any obstructions from all three parts of your Hair screw tool.

Your Hair screw tool isn't washable. Wipe over with a damp lint-free cloth.

Don't put any part of your machine in a dishwasher or use detergents, polishes or air fresheners.

Re-assemble Hair screw tool

Put your brush bar back into position and press firmly until it clicks back into position.

Check the red locking lever is in the unlocked position. Align the cleaner head cover with the guide of the main body. Push it down until it clicks into position.

Push the red locking lever up until it clicks into position and push the base plate back into place.

Use video call to solve issue

If the owner is happy to do so, please launch a video call and click “Log video call” before following the steps below.

Clear the floor tool

Under the Cleaner head by the Soft roller, locate the fastener. Using a coin, turn the fastener anticlockwise a quarter of the way to unlock the end cap, and slide it up to remove.

Remove the Brush bar from the Cleaner head and clear away any hair or fibres.

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages. Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

With the Brush bar clear from any debris, refit it back into the Cleaner head and securely fasten the end cap.

Place the Cleaner head onto the bin and test the machine.

Refit the filter correctly

The filter indicator will flash intermittently when the filter unit is not fitted correctly.

To refit, return the filter unit to the open position and twist clockwise until it clicks into place.

Scratches or marks on the Wand

Marks on the Wand can be caused when it has come into contact with a painted surface such as a door frame.

These can be removed by wiping with a damp cloth.

Mould flow lines

Manufacturing mould flow lines may be seen on the clear plastic housing.

The mould flow lines are located either side of the housing. These lines can be felt from inside of the housing.

These are not cracks, scratches or marks, but manufacturing mould flow lines and is not faulty. A replacement part would show the same lines.