Let's get your machine working

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Please select the appropriate option

Clean the bin and cyclone

Empty the bin

Washing the filters

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Clean the bin and cyclone

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

Press the button again 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.

Clear any hair or fibres from the cyclone shroud

Do not use any water on the cyclone.

Ensure the bin is completely dry before reassembling the machine.

Is there anything else we can help you with?

Yes

Reference code:

Is there anything else we can help you with?

Troubleshooting

Maintaining your Dyson machine

Using your Dyson machine

Please select the appropriate option

Pick up issues

Unusual smell

Power or electrical issue

Unusual noise

Visible issue

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Where have you noticed the drop in performance?

The hose and Wand

The base

Both base and hose

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Check the duct and internal hose

Turn off and unplug the machine.

Press the release catch on top of the cyclone and remove the bin.

Check the entry duct hatch for obstructions and that the seal is correctly seated.

Pull the red internal hose collar down, unclip it and then check for blockages.

Reassemble and test the machine.

Has clearing the duct and internal hose resolved the problem?

Yes

The internal hose is damaged

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Check the Cleaner head

Please follow steps in the video.

Has checking the Cleaner head resolved the problem?

Yes

Clear the Cleaner head step by step

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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 button again 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.

Clear any hair or fibres from the cyclone shroud

Do not use any water on the cyclone.

Reassemble and test the machine.

Has this resolved the problem?

Yes

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Washing the filters

Please follow the steps in the video.

Has washing the filters resolved the problem?

Yes

Washing the filters - step by step

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How to wash the filters

Your machine has two washable filters which require washing at least once every 3 months.

Remove the pre-filter

Remove the bin and cyclone from the machine and unclip the cyclone top handle.

Pull the filter out from the cyclone.

Wash with cold water only. Do not use detergents.

Remove the post-filter

Lay the machine on its side.

Turn the blue central locking dial on the outer cover of the ball anti-clockwise until the cover is released.

Lift off the cover.

Turn the filter one-quarter anti-clockwise to release.

The filter should be rinsed and tapped out until the water runs clean, then tapped out again to ensure all excess water is removed.

Dry filters

Leave to dry completely for a minimum of 24 hours.

Test the machine

Reassemble and test the machine.

Has washing the filters resolved the problem?

Yes

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Clear the Cleaner head

Turn off and unplug the machine.

Lay the machine on its front. Taking care, remove the swivel C-clip connector and pull the Cleaner head away from the vacuum's Main body.

Undo the soleplate by turning both fasteners anti-clockwise.

Open the soleplate and carefully cut away any hair or fibres using scissors.

Check the Brush bar for signs of damage.

Check the opening on the Cleaner head for blockages and remove as necessary.

Reassemble the machine

Refit the soleplate by locate the 3 lugs on the soleplate into the receiving recesses on the Cleaner head.

Lock the soleplate by turning both fasteners outwards as far as they will go.

Place the C-clip onto the Cleaner head.

Push the Cleaner head onto the machine until it clicks.

Turn on and test the machine.

Has this resolved the problem?

Yes

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Test the hose suction

To release the Wand, open the Wand cap and pull the Wand up and away from the handle until it clicks into place.

Press the button on the hose collar to release the Wand 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

Please follow the steps in the video.

Has checking the hose resolved the problem?

Yes

The hose has split

Checking the hose step by step

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Test the hose suction

To release the Wand, open the Wand cap and pull the Wand up and away from the handle until it clicks into place.

Press the button on the hose collar to release the Wand from the hose.

Test the suction from the hose.

Has this resolved the performance issue?

Yes

The hose has split

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Which part of the hose has split?

Top of the hose

Middle of the hose

Bottom of the hose

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Check the Wand

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

Check the Wand for damage.

Has this resolved the problem?

Yes

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Check the Brush bar

Plug in and switch on the machine.

Recline it into the vacuuming position.

Check the Brush bar through the window at the front of the Cleaner head.

Does the Brush bar spin when the machine is reclined?

Yes

The Brush bar spins intermittently

The Brush bar control button is not working

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Reset the Brush bar

To reset the Brush bar press the Brush bar control button twice or switch the machine off and back on.

Please note: In normal use, the Brush bar automatically turns off when the machine is upright and automatically turns on when the machine is in the vacuuming position.

Is the Brush bar now spinning?

Yes

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Check Cleaner head

Please follow the steps in the video.

Is the Brush bar now spinning?

Yes

Clear the Cleaner head step by step

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Clear the Cleaner head

Turn off and unplug the machine.

Lay the machine on its front. Taking care, remove the swivel C-clip connector and pull the cleaner head away from the vacuum's main body.

Undo the soleplate by turning both fasteners anti-clockwise.

Remove the soleplate and carefully cut away any hair or fibres using scissors.

Check the Brush bar for signs of damage.

Check the opening on the Cleaner head for blockages and remove as necessary.

Reassemble the machine

Refit the soleplate by locate the 3 lugs on the soleplate into the receiving recesses on the Cleaner head.

Lock the soleplate by turning both fasteners outwards as far as they will go.

Place the C-clip onto the Cleaner head.

Push the Cleaner head onto the machine until it clicks.

Reassemble and reset the Brush bar again.

Is the Brush bar now spinning?

Yes

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Switch off and unplug the machine before proceeding.

Check inlet suction

Turn off and unplug the machine.

Recline the machine into the vacuuming position.

Lay the machine on its front. Taking care, remove the red swivel C-clip connector and pull the Cleaner head away from the vacuum's Main body.

Turn the vacuum over so that the bin is facing upwards. Place your hand over the opening then turn on and test the suction.

Is the suction at the Cleaner head inlet strong or is it weaker than usual?

Strong

Weaker than usual

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Clear the Cleaner head

Turn off and unplug the machine.

Lay the machine on its front. Taking care, remove the swivel C-clip connector and pull the Cleaner head away from the vacuum's Main body.

Undo the soleplate by turning both fasteners anti-clockwise.

Open the soleplate and carefully cut away any hair or fibres using scissors.

Check the Brush bar for signs of damage.

Check the opening on the Cleaner head for blockages and remove as necessary.

Reassemble the machine

Refit the soleplate by locate the 3 lugs on the soleplate into the receiving recesses on the Cleaner head.

Lock the soleplate by turning both fasteners outwards as far as they will go.

Place the C-clip onto the Cleaner head.

Push the Cleaner head onto the machine until it clicks.

Turn on and test the machine.

Has this resolved the problem?

Yes

Cleaner head faulty

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Check the duct and internal hose

Turn off and unplug the machine.

Press the release catch on top of the cyclone and remove the bin.

Has this resolved the problem?

Yes

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Only remove the valve hose if you feel you are able to refit it. It is slightly more difficult to refit than the lower duct hose.

Check the changeover valve

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

Remove the hose

Press the release catch and remove the hose from the appliance.

Check the changeover valve for blockages and remove as necessary.

Reassemble and test the machine.

Has this resolved the problem?

Yes

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Check the duct and internal hose

Turn off and unplug the machine.

Press the release catch on top of the cyclone and remove the bin.

Check the entry duct hatch for obstructions and that the seal is correctly seated.

Check where the hose connects for any blockages.

First remove Phillips head screw (may not be present in all variants) and pull the internal hose collar down.

Unclip it and then check for blockages.

Reassemble and test the machine.

Has this resolved the problem?

Yes

The internal hose is damaged

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Reset the Brush bar

To reset the Brush bar press the Brush bar control button twice or switch the machine off and back on.

Please note: In normal use, the Brush bar automatically turns off when the machine is upright and automatically turns on when the machine is in the vacuuming position.

Is the Brush bar now spinning?

Yes

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Has this resolved the performance issue?

Yes

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Check the inlet suction

Turn off and unplug the machine.

Recline the machine into the vacuuming position.

Taking care, remove the swivel C-clip connector and pull the Cleaner head away from the vacuum's Main body.

Turn the vacuum over so that the bin is facing upwards. Place your hand over the opening then turn on and test the suction.

Is the suction at the Cleaner head inlet strong or is it weaker than usual?

Strong

Weaker than usual

Reference code:

Please select the appropriate option

No power

Intermittent power or cutting out

Switch not working

The Brush bar does not spin

The power cord is damaged

Reference code:

Reset the Brush bar

To reset the Brush bar press the Brush bar control button twice or switch the machine off and back on.

Please note: In normal use, the Brush bar automatically turns off when the machine is upright and automatically turns on when the machine is in the vacuuming position.

Please follow the next step.

Yes

Clear the Cleaner head step by step

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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.

If the customer prefers to check the machine when the power has returned, wait for a minimum of 2 hours and ask them to call back.

Please select the appropriate option

Pick up issues

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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?

Yes

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Press the switch

Press the rear of the switch to make sure it stays in the on position.

Please note: The switch does not light up.

Please select the appropriate option

Switch not staying down

Switch stuck down

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

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What sort of noise?

Grinding noise

High pitched whistle

Loud noise when machine is switched off

Squeaking noise

The ball clicks

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Remove the post-filter

Recline the machine and lay it on its back or side.

Turn the centre circle and remove the ball cover.

Twist the filter and remove from the ball.

Check the housing for any debris and remove as necessary.

Replace post-filter cover and move machine without post-filter in place.

Please follow the next step.

Refit the post-filter

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Refit the filter

Place the filter back in the ball.

Ensure that the filter and ball cover are fitted securely.

Test the machine.

Has refitting the post-filter resolved the problem?

Yes

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Turn off the Brush bar

Plug the machine in and recline into the vacuuming position.

Turn the machine on.

Turn the Brush bar off using the switch next to the power button.

Has the noise stopped?

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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?

Yes

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Test the machine without the post-filter

Recline the machine and lay it on its back or side.

Turn the centre circle and remove the ball cover.

Twist the filter and remove from the ball.

Turn the machine on.

Is the whistle still present with the post-filter removed?

Yes

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Reassemble the machine

Refit the filter ensuring it sits flush against the inside of the ball.

Turn the machine on.

Has refitting the post-filter resolved the problem?

Yes

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Check for blockages

This would suggest there is a blockage somewhere in the machine.

Please follow the next step.

Check for blockages

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Check inlet suction

Turn off and unplug the machine.

Recline the machine into the vacuuming position.

Lay the machine on its front. Taking care, remove the red swivel C-clip connector and pull the Cleaner head away from the vacuum's Main body.

Turn the vacuum over so that the bin is facing upwards. Place your hand over the opening then turn on and test the suction.

Where have you noticed the drop in performance?

The base

The hose and Wand

Both base and hose

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What sort of smell?

Damp or musty

Electrical burning

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Check the bin and cyclone

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.

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

Press the button again 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.

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.

Clear any hair or fibres from the cyclone shroud

Do not use any water on the cyclone.

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

Has this resolved the problem?

Yes

Reference code:

Please select the appropriate option

The ball shell has come off

Bin release not working

The Brush bar does not spin

The Brush bar spins intermittently

Cleaner head falling off

Stabiliser issue

The machine is hard to push

Spitting out dust

Part broken

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Has the ball shell come off the filter side or non-filter side?

Filter side

Non-filter side

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Has the nut come out of the centre of the ball shell?

Yes

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How to refit the ball shell

The ball shell can be screwed back onto the bolt on the main duct of the machine.

Has this resolved the problem?

Yes

The main duct of the machine is damaged

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Bin release check

Check the bin release catch for signs of damage.

Is the release catch broken?

Yes

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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.

Please select the appropriate option

Bin damaged

Cyclone damaged

Unable to release the bin base

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Check the Brush bar

Plug in and switch on the machine.

Recline it into the vacuuming position.

Check the Brush bar through the window at the front of the Cleaner head.

Does the Brush bar spin when the machine is reclined?

Yes

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Reset the Brush bar

To reset the Brush bar press the Brush bar control button twice or switch the machine off and back on.

Please note: In normal use, the Brush bar automatically turns off when the machine is upright and automatically turns on when the machine is in the vacuuming position.

Has resetting the Brush bar resolved the problem?

Yes

The Brush bar, soleplate or Cleaner head is damaged

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Check the soleplate

Check the soleplate to ensure there is no debris or damage to the wheels, and check the wheels are not missing.

Is there any damage to the soleplate?

Yes

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Reattach the Cleaner head

Remove the C-clip from the Cleaner head, and align the Cleaner head on the machine.

Slide the C-clip onto the machine, ensuring it clips into place on both sides.

The C-clip may initially only clip on one side. Some force may be needed to clip it in on both sides.

Has this resolved the problem?

Yes

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Which part is broken?

The part that needs replacing is not listed

Reference code:

Blockage

This is likely to be caused by a blockage.

Where is the dust falling from?

The base

The hose and Wand

Both base and hose

Reference code:

Please select the appropriate option

The Cleaner head is lifting off the floor

The machine won’t stand upright

Reference code:

Check Cleaner head

Please follow the steps in the video.

Has this resolved the problem?

Yes

Cleaner head faulty

Clear the Cleaner head step by step

Reference code:

Clear the Cleaner head

Turn off and unplug the machine.

Lay the machine on its front. Taking care, remove the swivel C-clip connector and pull the cleaner head away from the vacuum's main body.

Undo the soleplate by turning both fasteners anti-clockwise.

Remove the soleplate and carefully cut away any hair or fibres using scissors.

Check the Brush bar for signs of damage.

Check the opening on the Cleaner head for blockages and remove as necessary.

Reassemble the machine

Refit the soleplate by locate the 3 lugs on the soleplate into the receiving recesses on the Cleaner head.

Lock the soleplate by turning both fasteners outwards as far as they will go.

Place the C-clip onto the Cleaner head.

Push the Cleaner head onto the machine until it clicks.

Reassemble and reset the Brush bar again.

Is the Brush bar now spinning?

Yes

Cleaner head faulty

Reference code:

Check the duct and internal hose

Turn off and unplug the machine.

Press the release catch on top of the cyclone and remove the bin.

Check the entry duct hatch for obstructions and that the seal is correctly seated.

Pull the internal hose collar down, unclip it and then check for blockages.

Has this resolved the problem?

Yes

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Ensure that you return the machine to the upright position by pushing it firmly into place until it clicks. The stabiliser wheels will automatically lower.

Check the changeover valve

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

Remove the hose

Press the release catch and remove the hose from the appliance.

Check the changeover valve for blockages and remove as necessary.

Reassemble and test the machine.

Has checking the duct and internal hose resolved the problem?

Yes

Reference code:

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

Attach the Cleaner head.

Ensure that the connection pins underneath the Cleaner head are located correctly.

Locate the C-clip into place and fit the Cleaner head to the inlet at the base of the machine.

How to attach the accessories

Lower the Wand handle onto the machine ensuring it clicks.

Slide the Wand into the hose and fit to the back of the machine until it 'clicks' into position.

Store the tools

Remove the cyclone and bin.

Slide the tool holder onto the side of the duct as shown.

Attach the combination tool to the tool holder on the side of the machine.

Attach the stair tool to the tool holder on the side of the machine.

Is there anything else we can help you with?

Yes

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How to start vacuuming

Plug the machine in.

Pull handle back and recline machine into vacuuming position ensuring the stabilising wheels are facing up towards the back of the machine.

Press the ON/OFF switch.

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

Extend the wand until it clicks.

Press the wand release button and lift the wand out of the hose.

Lift the wand handle cap and push on to the hose until it clicks into place.

Push the combination tool on to the end of the wand handle.

Alternatively, click the combination tool directly to the hose.

Is there anything else we can help you with?

Yes

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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 next to the On/Off switch to stop the brushes for use on delicate rugs, loop pile carpets and hard floors.

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

Is there anything else we can help you with?

Yes

Reference code:

Please open the PDF for the user guide.

Is there anything else we can help you with?

Yes

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Carrying your Dyson machine

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

Is there anything else we can help you with?

Yes

Reference code:

Please open the PDF for the user guide.

Is there anything else we can help you with?

Yes

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Empty the bin

To ensure your machine continues to clean effectively, the clear bin must be emptied as soon as the dust reaches the MAX mark.

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

To empty the clear bin press the catch on top of the carry handle again to release dust directly into a dustbin.

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

Press firmly on the centre of the clear bin base to close.

Is there anything else we can help you with?

Yes

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Washing the filters

Please follow the steps in the video.

Is there anything else we can help you with?

Yes

Washing the filters - step by step

Reference code:

How to wash the filters

Your machine has two washable filters which require washing at least once every 3 months.

Remove the pre-filter

Pull the filter out from the cyclone.

Wash with cold water only. Do not use detergents.

Remove the post-filter

Lay the machine on its side.

Turn the blue central locking dial on the outer cover of the ball anti-clockwise until the cover is released.

Lift off the cover.

Turn the filter one-quarter anti-clockwise to release.

The filter should be rinsed and tapped out until the water runs clean, then tapped out again to ensure all excess water is removed.

Dry filters

Leave to dry completely for a minimum of 24 hours.

Test the machine

Reassemble and test the machine.

Is there anything else we can help you with?

Yes

We need a little more information to help us solve your issue.

Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.

We're glad the problem's been solved.

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