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Power or electrical issue

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Please select the appropriate option

Troubleshooting

Maintaining your Dyson machine

Using your Dyson machine

Please select the appropriate option

Pick up issue

Unusual smell

Unusual noise

Visible issue

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Where have you noticed the drop in performance?

The hose and Wand

Both base and hose

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Check the Brush bar

Press the foot pedal to release the Cleaner head and pull the handle towards you.

Ensure the stabilising wheels are fully retracted or the Brush bar will not operate.

Lay the machine on its side, keeping it in the vacuuming position.

Turn the machine on and check to see if the Brush bar is spinning.

NB: Please keep hair and loose clothing away from the Brush bar.

Does the Brush bar spin when the machine is reclined?

The Brush bar spins intermittently

The red Brush bar control button is not working

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Check the Cleaner head

Turn off and unplug the machine.

Check the Cleaner head for any blockages and remove as necessary.

Is there any debris in the Cleaner head?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps:

Undo coloured soleplate fasteners with a coin

Rotate end caps to remove.

Remove the Brush bars:

Pull out Brush bar sections

Cut out debris avoiding bristles.

Refit the Brush bars and tighten the fasteners.

Has this resolved the problem?

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Check the valve pipe and Cleaner head hose

Squeeze the release catches to remove the valve pipe and check inside.

Pull the top end of the tube away from the machine and check inside.

Reassemble and test machine.

Has this resolved the problem?

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Check the bin and cyclone

Press the button at the top of the cyclone handle and remove the bin from the machine.

Press the red button on the top of the cyclone to open the bin base.

Press the button near the rectangular inlet to separate the clear bin from the cyclone.

The clear bin can be wiped with a damp cloth.

Do not use any detergent or polish on any part of the machine.

Check the bin and cyclone for blockages and remove as necessary.

Ensure that the bleed valve at the top of the cyclone is free of debris and moves freely when pressed.

Clear any hair or fibres from the cyclone shroud.

WARNING: Do not use any water on the cyclone.

Once the parts are completely dry, reassemble and test the machine.

Has clearing the bin and cyclone resolved the problem?

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Wash the filter

Please follow the steps in the video to wash the filter.

For a step by step guide, please select step by step.

Has washing the filter resolved the problem?

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Washing the filter

Turn the power off and unplug the machine.

Lift the filter release catch and remove the filter from the machine.

Wash the filter in cold water only.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Leave the filter to dry in a warm place until completely dry.

WARNING: Do not dry the filter in a tumble dryer, microwave, oven or near and open flame.

Make sure the filter is completely dry before replacing in the machine.

Replace the filter into the filter casing and then put back into the cyclone top.

This filter should be washed at least once every 3 months. The permanent filter located under the clear bin should last the lifetime of the machine and does not need to be washed.

Please do not remove this filter.

Has washing the filter resolved the problem?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate endcaps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Reassemble and test the machine.

Are the bristles now spinning?

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Has this resolved the performance issue?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate endcaps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Reassemble and test the machine.

Do the brushes now spin continually?

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Test the hose suction

Lift up the Wand cap and pull the metal tube from inside the Wand until it locks into place.

Press button to release Hose and Wand handle from the machine.

Press side buttons to remove the Wand handle from the hose.

Test the suction from the hose.

Is the suction from the hose strong or weaker than usual?

Strong

Weaker than usual

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Check the hose

To remove the hose, rotate the base of the hose downwards until it clicks, then twist away from the machine.

Check the hose for blockages and remove as necessary.

Has checking the hose resolved the problem?

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Check the valve pipe

Squeeze the release catches to remove the valve pipe and check inside.

Has checking the valve pipe resolved the problem?

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Check the bin and cyclone

Press the button at the top of the cyclone handle and remove the bin from the machine.

Press the red button on the top of the cyclone to open the bin base.

Press the button near the rectangular inlet to remove the clear bin from the cyclone.

The clear bin can be wiped with a damp cloth.

WARNING: Do not use any detergent or polish on any part of the machine.

Check the bin and cyclone for blockages and remove as necessary.

Ensure that the bleed valve at the top of the cyclone is free of debris and moves freely when pressed.

Clear any hair or fibres from the cyclone shroud.

WARNING: Do not use any water on the cyclone.

Once the parts are completely dry, reassemble and test the machine.

Has clearing the bin and cyclone resolved the problem?

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Remove the Wand

To release the Wand, lift up Wand cap and pull metal Wand from inside handle until it clicks.

Press side buttons to remove the Wand handle from the hose.

Check the Wand

Look through both ends of the wand and remove any blockages.

Check the Wand for damage.

Please follow the next step.

Check the hose

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Check the hose

To remove the hose, rotate base of the hose downwards until it clicks, then twist away from the machine.

Check the hose for blockages and remove as necessary.

Please follow the next step.

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Please select the appropriate option

Switch not working

The Brush bar is not spinning on the floor tool

No power

Intermittent power

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When did the machine last have power?

Less than two hours

More than two hours

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Thermal cut out

Most Dyson vacuums have a built in safety system that stops the machine if it begins to overheat. This usually happens because the filters need washing or your machine is blocked.

Carry out the performance checks, and if your machine cuts out unplug and leave for at least 2 hours to cool down.

Please select the appropriate option

Checking for blockages

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Where did you notice the drop in performance?

The hose and Wand

Both base and hose

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Check electrical supply

Is the power cord or plug damaged?

Are the other household appliances working?

Does the vacuum work when plugged into another socket?

Has checking the electrics resolved the problem?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate endcaps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Reassemble and test the machine.

Are the bristles now spinning?

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What sort of noise?

Grinding noise

High pitched whistle

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Turn off the Brush bar

Press the foot pedal to release the Cleaner head and pull the handle towards you.

Ensure the stabilising wheels are fully retracted and press the ON/OFF switch.

Has the noise stopped?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate end caps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Refit the Brush bars and tighten the fasteners.

Has clearing the Cleaner head resolved the problem?

The Brush bar is damaged

The soleplate or Cleaner head is damaged

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Remove the bin and cyclone

Press the button at the top of the cyclone handle.

Remove the bin and cyclone from the machine.

Turn the machine on, keeping it in the upright position.

Is the whistle still present with the cyclone removed?

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Blockage checks

This is likely to be caused by a blockage.

Remove the Wand

Lift up the Wand cap and pull the metal tube from inside the Wand until it locks into place.

Press button to release Hose and Wand handle from the machine.

Press side buttons to remove the Wand handle from the hose.

Check the Wand

Look through both ends of the wand and remove any blockages.

Check the Wand for damage.

Has checking the Wand resolved the problem?

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Check the hose

To remove the hose, rotate the base of the hose downwards until it clicks, then twist away from the machine.

Check the hose for blockages and remove as necessary.

Refit the Wand and Hose.

Has checking the hose resolved the problem?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate endcaps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Refit the Brush bars and tighten the fasteners.

Has checking the Cleaner head resolved the problem?

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Clean the valve pipe and Cleaner head hose

Squeeze the release catches to remove the valve pipe and check inside.

Pull the top end of the tube away from the machine and check inside.

NB: Check all seals for damage.

Refit the Valve pipe and Cleaner head hose.

Has checking the valve pipe resolved the problem?

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Wash the filter

Please follow the steps in the video to wash the filter.

For a step by step guide, please select step by step.

Has washing the filter resolved the problem?

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What sort of smell?

Electrical burning

Musty or damp smell

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Check the bin and cyclone

Press the button at the top of the cyclone handle and remove the bin from the machine.

Press the red button on the top of the cyclone to open the bin base.

Press the button near the rectangular inlet to remove the clear bin from the cyclone.

The clear bin can be wiped with a damp cloth.

WARNING: Do not use any detergent or polish on any part of the machine.

Check the bin and cyclone for blockages and remove as necessary.

Ensure that the bleed valve at the top of the cyclone is free of debris and moves freely when pressed.

Clear any hair or fibres from the cyclone shroud.

WARNING: Do not use any water on the cyclone.

Once the parts are completely dry, reassemble and test the machine.

Has cleaning the bin and cyclone resolved the problem?

Do not plug in or attempt to use the machine until it has been repaired by one of our engineers.

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Please select the appropriate option

The bin base is jammed

The Brush bar is not spinning on the floor tool

The Brush bar spins intermittently

Sparks or smoke

Stabiliser issue

The machine is hard to push

Cleaner head not sitting correctly

Spitting out dust

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Check the Brush bar

Press the foot pedal to release the Cleaner head and pull the handle towards you.

Ensure the stabilising wheels are fully retracted or the Brush bar will not operate.

Lay the machine on its side, keeping it in the vacuuming position.

Turn the machine on and check to see if the Brush bar is spinning.

NB: Please keep hair and loose clothing away from the Brush bar.

Does the Brush bar spin when the machine is reclined?

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Clear the Cleaner head

Turn off and unplug the machine.

Remove the end caps

Undo coloured soleplate fasteners with a coin.

Rotate endcaps to remove.

Remove the Brush bars

Pull out Brush bar sections.

Cut out debris avoiding bristles.

Reassemble and test the machine.

Are the bristles now spinning?

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Has this resolved the problem?

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Blockage

This is likely to be caused by a blockage.

Where is the dust coming from?

The hose and Wand

Both base and hose

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Release the catch by hand

Pull the clear plastic catch on the base away from the bin. Open the bin base and tip away the contents.

Press the bin release button on the cyclone handle.

Does the red and clear rod slide up and down freely?

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Refit the stabiliser

Turn off and unplug the machine.

Lay the machine flat resting on the clear bin.

Using both thumbs, guide the top of the stabiliser into position so that the lug on the right clicks into place behind the guide.

Has this resolved the problem?

Unable to perform check

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Ensure the machine is being reclined correctly

Press the foot pedal to release the Cleaner head and pull the handle towards you.

If the customer has stood directly on the Cleaner head, it will not lie flat on the floor surface. The stabiliser will also not retract and therefore the Brush bar will not operate.

Has this resolved the problem?

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Please select the appropriate option

User guide

How to assemble your Dyson machine

How to turn the Brush bar on and off

How to carry your Dyson machine

How to start vacuuming

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Assembly instructions

Slide the Wand down inside hose until it clicks.

Attach the Wand handle and Wand.

Slot wand into top of the machine and click into place.

Wind cable anti-clockwise and secure with clip.

Click the tools into place.

Is there anything else we can help with?

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How to use the Brush bar

Note: the Brush bar will automatically switch on when the machine is reclined into the vacuuming position.

Press the brush control button located next to the power switch to turn the Brush bar off for vacuuming delicate rugs, looped carpets and hard floors.

Press the button again to restart the Brush bar for vacuuming carpets.

Is there anything else we can help with?

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Carrying your Dyson machine

Lift the machine only by the carry handle on the cyclone top.

For the safety, do not press the cyclone release when carrying your machine.

Is there anything else we can help with?

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How to start vacuuming

To begin:

Plug the machine in
Press the pedal at the back of the machine with your foot and lower the machine into the vacuuming position

Ensure that the stabilising wheels are fully retracted then press the On/Off switch.

Small movements of the wrist will create a zigzag motion in the Cleaner head allowing easier cleaning around furniture.

When finished, push the machine back into the upright position.

NB: Ensure the stabilising wheels are fully locked in place before letting go of the cleaner.

Please follow the next step.

The Wand and tools

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Wand mode

Lift up the Wand cap and pull the metal tube from inside the Wand until it locks into place.

Press the button to release Hose and Wand handle from machine. To push the Wand back inside Hose, ensure Hose is straight. Press Wand release button and push Wand down into Hose.

Hose mode

First extend the Wand, then press side buttons to remove Wand handle from hose.

Tools can be fitted directly to the end of hose or wand.

Always work with the machine at the bottom of the stairs.

Is there anything else we can help with?

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Please open the PDF for the user guide.

Is there anything else we can help with?

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Empty the bin

Press the button at the top of the handle and remove the bin from the machine.

Press the button again to open the bin base and empty it of dust.

This can be done directly into a bin, or into a bag wrapped around the cyclone.

Is there anything else we can help with?

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Washing the filter

Please follow the steps in the video to wash the filter.

For a step by step guide, please select step by step.

Is there anything else we can help with?

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Turn the power off and unplug the machine.

Lift the filter release catch and remove the filter from the machine.

Wash the filter in cold water only.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Leave filter to dry in a warm place until completely dry. Do not dry the filter in a tumble dryer, microwave, oven, or near an open flame.

Make sure the filter is completely dry before replacing in the machine.

Replace the filter into the filter casing and then put back into the cyclone top.

This filter should be washed at least once every 3 months. The permanent filter located under the clear bin should last the lifetime of the machine and does not need to be washed.

Please do not remove this filter.

Is there anything else we can help with?