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Troubleshooting

Maintaining your Dyson machine

Using your Dyson machine

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What sort of noise?

Grinding or grating

Rattle noise

Whistle noise

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Check the bin and cyclone

The rattling noise may be caused by debris in the clear bin or cyclone.

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

Separate the clear bin and cyclone top by pressing the bin catch on the cyclone top.

Empty the contents of the clear bin into a plastic bin bag or dustbin.

Shake or tap the cyclone firmly to remove all dust from inside the fine dust collector.

Rebuild and test the machine.

Is the noise still present?

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Check hose inlet

The rattling noise may be cause by a blockage in the machine, therefore the following blockage checks should be carried out.

Remove the hose from the hose inlet on the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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Check hose and Wand

Ensure that the Wand is fully extended.

Unclip the hose from the hose inlet.

Check along the length of the hose and Wand for blockages and remove as necessary.

Has checking the Wand and hose resolved the problem?

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Check Power floor tool

Please follow the steps in the video.

Has checking the floor tool resolved the problem?

Check power to floor tool

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Check power to floor tool

Turn off power and unplug the machine.

Check the openings on the power floor tool for a blockage and remove if necessary.

Undo the end cap soleplate fasteners at each end of the power floor tool with a coin.

Rotate the end caps and remove them from the power floor tool.

Pull out both brush bar sections and ensure that the brush housing is clear from blockages.

If necessary, carefully use a pair of scissors to cut away any hair and fibres from the Brush bar.

Replace both Brush bar sections and fasten the end caps.

Reassemble and test machine.

Has checking the floor tool resolved the problem?

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If any parts are missing or damaged select 'part broken'.

Check duct, bin and cyclone

Switch off and unplug the machine.

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

Check the duct

Check the seals located on the hose inlet and exhaust pipe are not missing or damaged.

Check the hose inlet and exhaust pipe for any blockages and remove as necessary.

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

Push the button on top of the cyclone to open the bin lid, being careful to ensure dust is captured.

Shake or tap firmly to remove all dust from inside the fine dust collector.

Release the clear bin from the cyclone by pressing the button on the back of the cyclone.

Clean the cyclone with a dry cloth and shake or tap firmly to remove all dust from inside the fine dust collector. Check the cyclone and bin seals are not missing or damaged.

Reassemble and test machine.

Has checking the duct, 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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Wash the filter

Turn off power and unplug the machine.

To remove the washable filter: press the release catch on the cyclone and remove the cyclone and clear bin from the machine.

Do not try to lift the cyclone assembly away from the machine until you have fully pressed the release catch as this will lock the cyclone assembly to 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 to dry in a warm place until filter completely dry.

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

Replace the filter as shown.

Has washing the filter resolved the problem?

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If any parts are missing or damaged select 'part broken'.

Check duct, bin and cyclone

Turn off power and unplug the machine.

Press the release catch on the cyclone and remove the cyclone and clear bin from the machine.

Check the duct:

Check the seals located on the hose inlet and exhaust pipe are not missing or damaged.

Check the hose inlet and exhaust pipe for any blockages and remove as necessary.

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

Separate the clear bin and cyclone top by pressing the bin catch on the cyclone top.

Empty the contents of the bin into a plastic bin bag or dustbin.

Clean the cyclone with a dry cloth and shake or tap firmly to remove all dust from inside the fine dust collector. Check the cyclone and bin seals are not missing or damaged.

Reassemble and test the machine.

Has checking the duct, bin and cyclone resolved the problem?

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Check hose and Wand

Ensure that the Wand is fully extended.

Unclip the hose from the hose inlet.

Check along the length of the hose and Wand for blockages and remove as necessary.

Has checking the Wand and hose resolved the problem?

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Check Power floor tool

Check the openings on the power floor tool for a blockage and remove if necessary.

Undo the end cap soleplate fasteners at each end of the power floor tool with a coin.

Rotate the end caps and remove them from the power floor tool.

Pull out both brush bar sections and ensure that the brush housing is clear from blockages.

If necessary, carefully use a pair of scissors to cut away any hair and fibres from the Brush bar.

Replace both Brush bar sections and fasten the end caps.

Reassemble and test the machine.

Has checking the floor tool resolved the problem?

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Check hose inlet

If your machine is making a whistling noise, this indicates that there is a blockage or a damaged or missing seal.

Remove the hose from the hose inlet and the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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Test the machine

Remove the power floor tool and test the machine.

Is the noise still present?

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Check Power floor tool

Please follow the steps in the video.

Has checking the Power floor tool resolved the problem?

Check Power floor tool

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Check Power floor tool

Turn off power and unplug the machine.

Check the openings on the power floor tool for a blockage and remove if necessary.

Undo the end cap soleplate fasteners at each end of the power floor tool with a coin.

Rotate the end caps and remove them from the power floor tool.

Pull out both brush bar sections and ensure that the brush housing is clear from blockages.

If necessary, carefully use a pair of scissors to cut away any hair and fibres from the Brush bar.

Replace both Brush bar sections and fasten the end caps.

Reassemble and test the machine.

Has checking the Power floor tool resolved the problem?

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Select floor tool

Which floor tool are you using?

Motorhead floor tool

Dual mode floor tool

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Check the Dual mode floor tool

Check the base and connector of the Dual mode floor tool for blockages and remove as necessary.

Test the Dual mode floor tool on the machine.

Has checking the floor tool resolved the problem?

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Switch off and unplug the machine.

Check duct, bin and cyclone

Press the release catch on the cyclone and remove the cyclone and clear bin from the machine.

Check the duct

Check the seals located on the hose inlet and exhaust pipe are not missing or damaged.

Check the hose inlet and exhaust pipe for any blockages and remove as necessary.

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

Push the button on top of the cyclone to open the bin lid, being careful to ensure dust is captured.

Shake or tap firmly to remove all dust from inside the fine dust collector.

Release the clear bin from the cyclone by pressing the button on the back of the cyclone.

Clean the cyclone with a dry cloth and shake or tap firmly to remove all dust from inside the fine dust collector. Check the cyclone and bin seals are not missing or damaged.

If any parts are missing or damaged choose part broken to place an order.

Retest the machine.

Has this resolved the problem?

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Switch off and unplug the machine.

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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Wash the filter

Turn off and unplug the machine.

Lay the machine on its side, and turn the filter release catch in front of the wheel 360° until it clicks.

Open the filter housing and remove the filter.

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 for 24 hours, until completely dry.

Do not dry the filter in a tumble dryer, microwave, oven or near a naked flame.

Replace the filter.

The filter should be washed every 3-6 months.

Has washing the filter resolved the problem?

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Please keep your hands and fingers away from the Brush bar when completing this test.

Does the Brush bar spin with the power on?

With the power floor tool attached to the telescopic wand, plug the machine in and turn the power on, making sure to keep all body parts and clothing away from the Brush bar.

Look through the clear top section of the power floor tool.

Is the Brush bar operating correctly?

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Check hose inlet

Remove the hose from the hose inlet on the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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Turn off and unplug the machine

Check Power floor tool

Please follow the steps in the video.

Is the Brush bar now spinning?

Check power to floor tool

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Turn off and unplug the machine

Check power floor tool

Check the openings on the power floor tool for a blockage and remove as necessary.

Undo the end cap soleplate fasteners at each end of the power floor tool with a coin.

Rotate the end caps and remove them from the power floor tool.

Pull out both brush bar sections and ensure that the brush housing is clear from blockages.

If necessary, carefully use a pair of scissors to cut away any hair and fibres from the Brush bar.

Replace both Brush bar sections and fasten the end caps.

Reassemble and test the machine.

Is the Brush bar now spinning?

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If the connections on the power floor tool, telescopic wand or hose are damaged, select the 'part broken' option.

Check the power floor tool connections

Turn off and unplug the machine.

Separate the power floor tool from the telescopic wand by pressing the release catch on the neck of the power floor tool.

Check that the metal connection pins on the power floor tool and the connector on the telescopic wand are not damaged.

Unclip the hose from the hose inlet on the machine.

Check that the metal connection pins on the hose are not damaged.

Connect the hose to the hose inlet ensuring it ''clicks'' into place and retest the machine.

Is the Brush bar now spinning?

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Has checking the Motorhead resolved the problem?

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Check hose inlet

Remove the hose from the hose inlet and the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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Check hose and Wand

Ensure that the Wand is fully extended.

Unclip the hose from the hose inlet.

Check along the length of the hose and Wand for blockages and remove as necessary.

Has checking the Wand and hose resolved the problem?

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If any parts are missing or damaged select 'part broken'.

Check duct, bin and cyclone

Turn off power and unplug the machine.

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

Check the duct:

Check the seals located on the hose inlet and exhaust pipe are not missing or damaged.

Check the hose inlet and exhaust pipe for any blockages and remove as necessary.

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

Separate the clear bin and cyclone top by pressing the bin catch on the cyclone top.

Empty the contents of the bin into a plastic bin bag or dustbin.

Clean the cyclone with a dry cloth and shake or tap firmly to remove all dust from inside the fine dust collector. Check the cyclone and bin seals are not missing or damaged.

Reassemble and test the machine.

Has checking the duct, bin and cyclone resolved the problem?

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Check hose and Wand

Ensure that the Wand is fully extended.

Unclip the hose from the hose inlet.

Check along the length of the hose and Wand for blockages and remove as necessary.

Has checking the hose and wand resolved the problem?

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What sort of smell?

Electrical burning

Musty or damp smell

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Wash the filter and clean the bin and cyclone

This issue can be resolved by washing the filter and cleaning the bin and cyclone.

Clean the bin and cyclone

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

Open the bin lid by pressing the red button on top of the cyclone, be careful to do this somewhere to capture any dust securely.

Release the clear bin from the cyclone by pressing the button on the back of the cyclone.

You can wash the clear bin with water only, do not use any detergent or chemicals. Ensure the clear bin is completely dry before fitting back to the cyclone.

Clean the cyclone with a dry cloth and shake or tap firmly to remove all dust from inside the fine dust collector. Do not get any part of the cyclone damp or wet.

Has cleaning the bin and cyclone resolved the problem?

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Please select the appropriate option

Spitting out dust

Sparks or smoke

The Brush bar spins intermittently or not at all

Cable won't rewind

The Brush bar is not spinning on the floor tool

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Using the cable

Turn off and unplug the machine.

If the cable does not rewind, firmly pull it out and fully extend it until the red tape is visible.

The cord rewind button needs to be pressed down firmly to retract the cord for storage after use. When the button is pressed down far enough you should feel and hear a click, and the cord will retract.

Has this resolved the problem?

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Check Power floor tool

Please follow the steps in the video.

Is the Brush bar now spinning?

Check power to floor tool

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Check Power floor tool

Turn off power and unplug the machine.

Check the openings on the power floor tool for a blockage and remove if necessary.

Undo the end cap soleplate fasteners at each end of the power floor tool with a coin.

Rotate the end caps and remove them from the power floor tool.

Pull out both brush bar sections and ensure that the brush housing is clear from blockages.

If necessary, carefully use a pair of scissors to cut away any hair and fibres from the Brush bar.

Replace both Brush bar sections and fasten the end caps.

Reassemble and test the machine.

Is the Brush bar now spinning?

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If the connections on the power floor tool, telescopic wand or hose are damaged, select the 'part broken' option.

Check the power floor tool connections

Turn off power and unplug the machine.

Separate the power floor tool from the telescopic wand by pressing the release catch on the neck of the power floor tool.

Check that the metal connection pins on the power floor tool and the connector on the telescopic wand are not damaged.

Unclip the hose from the hose inlet on the machine.

Check that the metal connection pins on the hose are not damaged.

Connect the hose to the hose inlet ensuring it ''clicks'' into place and retest the machine.

Is the Brush bar now spinning?

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Check the Mini turbine head

Undo the fastener with a coin.

Remove the Brush bar from the Mini turbine head.

Clear any hair, threads and debris from the Brush bar. Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.

Refit the Brush bar and fasten the Mini turbine head fastener with a coin.

Test the Mini turbine head on the machine.

Has this resolved the problem?

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Mini turbine head

The Mini turbine head will work if the suction is strong. This issue can be resolved by carrying out performance checks or washing the filter.

Please select the appropriate option

Washing the filter

Pick up issues

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The filter should be washed every three to six months. The post-motor 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.

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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Check hose inlet

Remove the hose from the hose inlet and the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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Check hose inlet

If your machine is spitting out dust, this indicates that there is a blockage.

Remove the hose from the hose inlet and the front of the machine.

Place your hand over the hose inlet and test the suction.

Is the suction strong or weaker than usual?

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For GB&I markets only

For GB & I markets only - Dyson machines are built to last. However, since October 2018 we are unfortunately no longer able to supply spare parts, or carry out services or repairs for DC20, DC21, DC22, DC23, DC23T2 and DC27 machines.

Please select the appropriate option

User guide

How to operate the brush control

How to store and carry your Dyson machine

How to attach the accessories

How to find the serial number

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Please open the PDF for the user guide.

Is there anything else we can help you with?

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Locating the serial number

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

The serial number is on the Main body of your machine, behind the clear bin.

Is there anything else we can help you with?

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How to store and carry your Dyson machine

Collapse the telescopic wand and wrap the hose around the machine.

Locate the telescopic wand into the wand storage clip on the side of the cyclone top.

Attach the floor tool to the parking yoke on the rear of the vacuum cleaner.

To lift the machine use the carrying handle on the cyclone top only, not the handle on the clear bin.

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

Is there anything else we can help you with?

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Using the accessories

Attach the accessory tools to the wand ensuring they 'click' into place.

Is there anything else we can help you with?

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Using the power floor tool on different floor types

The Brush bar will reset to ''ON'' each time you start the machine and put it in the cleaning position.

Press the pedal on the top of the power floor tool to switch the Brush bar off for use on hard/delicate flooring.

Press the pedal again to re-start the Brush bar for vacuuming carpets.

Is there anything else we can help you with?

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Empty the bin

Turn off power and unplug the machine.

Press the release catch on the cyclone assembly and remove the cyclone and clear bin from the machine.

Separate the clear bin and cyclone top by pressing the bin catch on the cyclone top.

Empty the contents of the bin into a plastic bin bag or dustbin.

Shake or tap the cyclone firmly to remove all dust from inside the fine dust collector.

Is there anything else we can help you with?

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Wash the filter

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

Is there anything else we can help with?

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Wash the filter

Turn off power and unplug the machine.

To remove the washable filter: press the release catch on the cyclone and remove the cyclone and clear bin from the machine.

Do not try to lift the cyclone assembly away from the machine until you have fully pressed the release catch as this will lock the cyclone assembly to the machine.

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

Wash the filter in cold water only. Please do not use detergent on the filter, or wash the filter in a dishwasher or in a washing machine.

Leave to dry in a warm place for 12-24 hours. Do not dry the filter in a tumble dryer, microwave, oven or near a naked flame.

Refit the filter.

Is there anything else we can help you with?