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Power or electrical issue

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Please select the appropriate option

Maintaining your Dyson machine

Troubleshooting

Using your Dyson machine

Please select the appropriate option

Pick up issues

Unusual smell

Unusual noise

Visible issue

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What sort of noise?

Grinding noise

High pitched whistle

Loud noise when machine is switched off

Squeaking noise

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Turn off the Brush bar

Plug the machine in and recline into the vacuuming position.

Turn the machine on and turn the Brush bar off using the grey switch next to the power button.

Has the noise stopped?

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Check Cleaner head

Please follow the steps in the video.

Has this resolved the problem?

Clear the Cleaner head - step by step

The Brush bar or end cap is damaged

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Check the Cleaner head

Turn off and unplug the machine.

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.

Undo the soleplate by turning the fasteners as far as they will go.

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

Check the Brush bar for signs of damage.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Reassemble and test the machine.

Has this resolved the problem?

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Remove the bin and cyclone

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

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

Is the whistle present with the cyclone removed?

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Checks required

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

Please follow the next step.

Check for blockages

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Where have you noticed the drop in performance?

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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?

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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.

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?

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Check the Cleaner head

Undo the soleplate by turning the fasteners as far as they will go.

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

Check the Brush bar for signs of damage.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Reassemble and test the machine.

Has this resolved the problem?

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Check the duct and internal hose

Turn off power and unplug the machine.

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

Check the changeover valve for blockages and remove as necessary.

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

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

Unclip it and then check for blockages.

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 button again to open the bin base.

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

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

Clear any hair or fibres from the cyclone shroud.

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

Reassemble and test the machine.

Has this resolved the problem?

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Check the duct and internal hose

Turn off power and unplug the machine.

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

Check the changeover valve for blockages and remove as necessary.

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

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

Unclip it and then check for blockages.

Reassemble and test machine.

Has this resolved the problem?

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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?

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Check Cleaner head

Please follow the steps in the video.

Has this resolved the problem?

Clear the Cleaner head - step by step

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Check the Cleaner head

Turn off and unplug the machine.

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.

Undo the soleplate by turning the fasteners as far as they will go.

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

Check the Brush bar for signs of damage.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Reassemble and test the machine.

Has this resolved the problem?

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Has this resolved the performance issue?

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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.

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?

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Check the duct and internal hose

Turn off power and unplug the machine.

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

Check the changeover valve for blockages and remove as necessary.

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

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

Unclip it and then check for blockages.

Reassemble and test machine.

Has this resolved the problem?

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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?

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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?

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Check the hose

Please follow the steps in the video.

Has checking the hose resolved the problem?

The hose has split

Check the hose - step by step

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Check the hose

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

To remove the hose press the release catch and firmly pull on the hose.

Check the hose for any holes or tears and remove any blockages.

Reassemble and test machine.

Has this resolved the problem?

The hose has split

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Check the axle and wheel

Check the axle and wheels on the soleplate and the stabiliser wheels for any debris or damage.

Please select the appropriate option

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Where have you noticed the drop in performance?

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Please select the appropriate option

No power

Intermittent power

The Brush bar spins intermittently or not at all

The power cord is damaged

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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.

Blockage checks required

This is likely caused by a blockage.

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

Check for blockages

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Where have you noticed the drop in performance?

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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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If this is a recurring issue this could be due to the environmental factors and carpet types. Please arrange for an engineer to inspect the machine.

Thermal cut out

Most Dyson vacuums have a built in safety system that stops the machine if it begins to overheat.

Blockage checks required

This is likely caused by a blockage.

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

Check for blockages

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

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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.

Reset the Brush bar

To reset the Brush bar press the Brush bar control button twice or switch the machine OFF and back ON.

Check the Brush bar

Please follow the steps in the video.

Has this resolved the problem?

Check the Cleaner head - step by step

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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.

Clear Cleaner head

Turn off and unplug the machine.

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.

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.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Reassemble and reset the Brush bar again.

Has this resolved the problem?

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Has this resolved the performance issue?

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Is the suction at the Cleaner head inlet strong or is it 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 red 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.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Please follow the next step.

Reassemble the machine

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Refit the soleplate

The soleplate will swing upwards on its hinge and close.

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

Reassemble the machine

Place the C-clip onto the Cleaner head.

Push the Cleaner head onto the machine until it clicks.

Has clearing the Cleaner head resolved the problem?

Cleaner head faulty

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Check the duct and internal hose

Turn off power 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.

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

Unclip it and then check for blockages.

Reassemble and test machine.

Has this resolved the problem?

The internal hose is damaged

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

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

Clear any hair or fibres from the cyclone shroud.

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

Has clearing the bin and cyclone resolved the problem?

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What sort of smell?

Damp or musty

Electrical burning

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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.

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

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

Clear any hair or fibres from the cyclone shroud.

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

Reassemble and test the machine.

Has this resolved the problem?

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Please select the appropriate option

Bin release not working

ErP mode slider jammed

The ball shell tyre overmould is coming away

The Brush bar spins intermittently or not at all

The Wand will not return to or pull out of the hose

Cleaner head falling off

Debris stuck around the shroud

Sparks or smoke

Stabiliser issue

The machine is hard to push

Spitting out dust

Suction coming through wand when reclined

Part broken

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Which part is broken?

Bin

Cleaner head

Combination tool

Cyclone

Hose

Internal hose

Stair tool

Wand

The part that needs replacing is not listed

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Blockage checks required

This is likely caused by a blockage.

Where is the dust falling from?

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Check the duct and internal hose

Turn off power and unplug the machine.

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

Check the changeover valve for blockages and remove as necessary.

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

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

Unclip it and then check for blockages.

Reassemble and test the machine.

Has this resolved the problem?

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Has checking the Cleaner head resolved the problem?

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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?

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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?

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Max slider

Move the slider on the Cleaner head from MAX to min and retest the machine.

Has checking the seals resolved the problem?

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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.

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?

The Brush bar, soleplate or Cleaner head is damaged

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Reattach the Cleaner head

Remove the red 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?

The C-clip is damaged

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Use the soft dusting brush or combination tool to clear any fine dust or debris off the shroud

Check the bin and cyclone

Debris can become stuck between the shroud and the bin, this could be caused by static or overfilling the bin. Do not fill the bin past the MAX mark.

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

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

Clear any hair or fibres from the cyclone shroud.

Has this resolved the performance issue?

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Where were the sparks or smoke seen?

From the Cleaner head

Elsewhere

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 Cleaner head is lifting off the floor

Machine won't stand upright

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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 internal hose

Recline the machine into the vacuuming position. Lay the machine on its front.

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

Ensure there is no debris or blockages in the changeover valve.

Has checking the duct and internal hose resolved the problem?

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Clear Cleaner head

Turn off and unplug the machine.

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.

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.

Please note that the soleplate on Big Ball Cinetic hinges on the Cleaner head - as shown - rather than coming off completely.

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

Please select the appropriate option

Check duct and internal 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 the machine

Refit the soleplate.

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.

Has clearing the Cleaner head resolved the problem?

The Cleaner head is faulty

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Bin release check

Check the bin release catch for signs of damage.

Is the release catch broken?

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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 rod slide up and down freely?

Unable to release the bin base

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Releasing a jammed wand

This issue could be caused by a twisted hose.

If the Wand is jammed in the hose begin by removing the bin.

Pull the Wand up as high as it will go.

Press the hose release catch and pull it away from the back of the machine.

Untwist and refit the hose.

If the hose pulls out to the top but does not release, this issue can be resolved by booking a repair.

If the wand won't return to the hose

Press the hose release catch and pull it away from the back of the machine.

Untwist and refit the hose.

Has this resolved the problem?

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Please select the appropriate option

User guide

How to attach the accessories

How to turn the Brush bar on and off

How to carry your Dyson machine

How to start vacuuming

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

How to use the Brush bar

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 brushes for vacuuming carpets.

Is there anything else we can help you with?

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Carrying your Dyson machine

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

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

Is there anything else we can help you with?

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Attach the Cleaner head

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

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?

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From the base

Plug the machine in and press the ON/OFF switch.

Pull handle back and recline machine into vacuuming position.

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

From the hose

Extend the wand handle until it clicks.

Press the Wand release catch and pull away from the main duct.

Pull 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?

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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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Remove the bin and cyclone

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

Empty the bin

Press the button again to open the bin base.

Press the grey 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.

Ensure the bin is completely dry before reassembling the machine.

Is there anything else we can help you with?

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Replacing the internal hose

Please follow the steps in the video.

Is there anything else we can help you with?