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Let's get your machine working.

See all steps

Please select the appropriate option

Check the machine

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

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

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But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

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Test the machine

Press and hold the trigger for 10 seconds.

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Charge the machine

Place the machine on charge.

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You might need a replacement part.

It looks like the Charger is not working. You can solve this by ordering a new one below.

Charger

Part no. 967813-02

Replacement charger for your Dyson vacuum cleaner.

$32.99

Charger

Part no. 967813-02

Replacement charger for your Dyson vacuum cleaner.

$32.99

$32.99

$32.99

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Check the floor tool

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

Check the Wand for blockages and remove as necessary.

Clear the floor tool

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

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

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

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

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

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

Has this resolved the problem?

We're glad the problem's been solved.

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

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Press the red catch underneath the bin once the bin base is open to release it from the machine.

Check the bin inlet

Check the bin inlet ensuring that it moves freely. Fluff or fibres jamming the hinge can cause the flap to close resulting in low suction and a pulsating noise.

Image showing how to check the bin inlet.

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

Using the Combination tool, brush away any dust around the shroud of the cyclone.

Once cleared of any dust, press and hold the trigger for 10 seconds.

Image showing how to clean the shroud of your machine.

Reassemble and test the machine.

Has this resolved the problem?

Filter

This indicates the filter needs washing. Please follow the steps in the video.

Has this resolved the problem?

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But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

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Clear the floor tool

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

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

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

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

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

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

Has this resolved the problem?

Clear the floor tool

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

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

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

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

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

Has this resolved the problem?

Open the bin

Pull the cyclone release catch upwards until the bin base opens.

Remove the bin

Press the red catch underneath the bin once the bin base is open to release it from the machine.

Check the bin inlet

Check the bin inlet ensuring that it moves freely. Fluff or fibres jamming the hinge can cause the flap to close resulting in low suction and a pulsating noise.

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

Using the Combination tool, brush away any dust around the shroud of the cyclone.

Once cleared of any dust, press and hold the trigger for 10 seconds.

Has this resolved the problem?

Remove the filter

Pull the filter out of the top of the cyclone.

Press and hold the trigger for 10 seconds.

Does the noise still occur?

Wash the filter

This indicates the filter needs washing. Please follow the steps in the video.

Washing the filters

To remove the pre-filter, lift it out of the top of the machine.

To unlock the post-filter, rotate it anti-clockwise until the two solid black dots line up.

With cold water only, run water over the outside of the filters until the water runs clear.

Turn the filter upside down and shake to remove any excess debris.

Squeeze and twist the pre-filter with both hands to make sure the excess water is removed, then tap and shake the post-filter to expel all debris.

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

Ensure the filter is completely touch dry prior to refitting.

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

To refit the filter, place the dry filter back into the top of the machine. Ensure it is fitted properly.

Rotate the post-filter clockwise until it locks in place and the solid black dot lines up with the empty circle.

Has this resolved the problem?

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

In most cases this would suggest that the filter is blocked

Please confirm the following steps to wash the filter below have been carried out and the machine has been retested.

Thoroughly wash the filter

Tap the cyclone against a hard surface.

See if there is any debris in the top of the filter.

Soak and massage the filter to dislodge any debris.

Run the filter under cold water.

Soak the filter again and confirm the water is clear.

Leave to dry for at least 24 hours.

Only place the filter in the machine when it’s completely dry.

Some variants may have a washable post-filter.

If it does, run the water into the open side of the post-filter, then tap and shake the filter to expel all debris.

Repeat the process until the water runs clear.

Has this resolved the problem?

You might need a replacement part.

It looks like the Post filter is not working. You can solve this by ordering a new one below.

Post filter

Part no. 967478-01

Replacement post filter for your Dyson vacuum cleaner.

$56.99

Post filter

Part no. 967478-01

Replacement post filter for your Dyson vacuum cleaner.

$56.99

$56.99

$56.99

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Remove the post-filter

To unlock the post-filter, rotate it anti-clockwise until the two solid black dots line up.

Does the noise still occur?

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But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

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The run time on Powerful suction mode is 25 minutes with the Motorised head, 30 minutes with the Mini motorised head, and 40 minutes with the combination tool and crevice tool.

MAX mode - 7 minutes with all tools.

Please select the appropriate option

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We're glad the problem's been solved.

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

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Please select the appropriate option

Remove the tools

Remove all tools and accessories from the machine.

Press and hold the trigger for 10 seconds.

Does the noise still occur?

Open the bin

Pull the cyclone release catch upwards until the bin base opens.

Remove the bin

Press the red catch underneath the bin once the bin base is open to release it from the machine.

Check the bin inlet

Check the bin inlet ensuring that it moves freely. Fluff or fibres jamming the hinge can cause the flap to close resulting in low suction and a pulsating noise.

Press and hold the trigger for 10 seconds.

Does the noise still occur?

You might need a replacement part.

It looks like the Bin is not working. You can solve this by ordering a new one below.

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

$56.99

$56.99

How to install this part

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Clear the floor tool

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

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

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

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

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

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

Has this resolved the problem?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

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Clear the floor tool

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

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

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

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

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

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

Has this resolved the problem?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

How would you rate our online support?

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Clear the floor tool

Under the Cleaner head by the Soft roller, locate the fastener.

Using a coin, turn the fastener anticlockwise a quarter of the way to unlock the end cap, and slide it up to remove.

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

Check the neck of the Cleaner head (where the Cleaner head connects to the Wand) for any blockages.

Ensure there is no build up of dust or debris in the small crevice between where the Brush bar sits and the neck of the Cleaner head.

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

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

Has this resolved the problem?

Check the machine

To ensure the correct checks are carried out, we will need to determine if this is a pick up issue or if the machine is pulsating.

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

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

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

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

Image showing how to check the wand for any blockages.

Press and hold the trigger for 10 seconds.

Does the issue occur without the tools?

Open the bin

Pull the cyclone release catch upwards until the bin base opens.

Remove the bin

Press the red catch underneath the bin once the bin base is open to release it from the machine.

Check the bin inlet

Check the bin inlet ensuring that it moves freely. Fluff or fibres jamming the hinge can cause the flap to close resulting in low suction and a pulsating noise.

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

Using the Combination tool, brush away any dust around the shroud of the cyclone.

Once cleared of any dust, press and hold the trigger for 10 seconds.

Image showing how to clean the shroud of your machine.

Has this resolved the problem?

Remove the filter

Pull the filter out of the top of the cyclone.

Press and hold the trigger for 10 seconds.

Image shows to pull the power trigger.

Does the noise still occur?

Wash the filter

This indicates the filter needs washing. Please follow the steps in the video.

Washing the filters

To remove the pre-filter, lift it out of the top of the machine.

To unlock the post-filter, rotate it anti-clockwise until the two solid black dots line up.

With cold water only, run water over the outside of the filters until the water runs clear.

Turn the filter upside down and shake to remove any excess debris.

Squeeze and twist the pre-filter with both hands to make sure the excess water is removed, then tap and shake the post-filter to expel all debris.

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

Ensure the filter is completely touch dry prior to refitting.

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

To refit the filter, place the dry filter back into the top of the machine. Ensure it is fitted properly.

Rotate the post-filter clockwise until it locks in place and the solid black dot lines up with the empty circle.

Has this resolved the problem?

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

In most cases this would suggest that the filter is blocked

Please confirm the following steps to wash the filter below have been carried out and the machine has been retested.

Thoroughly wash the filter

Tap the cyclone against a hard surface.

See if there is any debris in the top of the filter.

Soak and massage the filter to dislodge any debris.

Run the filter under cold water.

Soak the filter again and confirm the water is clear.

Leave to dry for at least 24 hours.

Only place the filter in the machine when it’s completely dry.

Some variants may have a washable post-filter.

If it does, run the water into the open side of the post-filter, then tap and shake the filter to expel all debris.

Repeat the process until the water runs clear.

Has this resolved the problem?

Remove the post-filter

To unlock the post-filter, rotate it anti-clockwise until the two solid black dots line up.

Does the noise still occur?

Check the floor tool

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

Please select the appropriate option

Apologies. We can't help you online.

But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

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Damp or musty smell

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

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

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

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

Has any part of the machine been washed?

Were all the washed parts completely dry before the machine was used?

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

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

Please select the appropriate option

You might need a replacement part.

It looks like the Bin is not working. You can solve this by ordering a new one below.

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

$56.99

$56.99

How to install this part

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You might need a replacement part.

It looks like the Charger is not working. You can solve this by ordering a new one below.

Charger

Part no. 967813-02

Replacement charger for your Dyson vacuum cleaner.

$32.99

Charger

Part no. 967813-02

Replacement charger for your Dyson vacuum cleaner.

$32.99

$32.99

$32.99

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5/5 Excellent

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

How would you rate our online support?

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Apologies. We can’t help you online.

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Call us on 1-877-397-6622

How would you rate our online support?

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You might need a replacement part.

It looks like the Cyclone is not working. You can solve this by ordering a new one below.

Cyclone

Part no. 967698-17

Replacement cyclone for your Dyson vacuum cleaner.

$69.99

Cyclone

Part no. 967698-17

Replacement cyclone for your Dyson vacuum cleaner.

$69.99

Currently out of stock.

$69.99

Currently out of stock.

$69.99

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You might need a replacement part.

It looks like the Docking station is not working. You can solve this by ordering a new one below.

Docking station

Part no. 967741-01

Replacement dock for your Dyson vacuum cleaner.

$32.99

Docking station

Part no. 967741-01

Replacement dock for your Dyson vacuum cleaner.

$32.99

$32.99

$32.99

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5/5 Excellent

Apologies. We can’t help you online.

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Call us on 1-877-397-6622

How would you rate our online support?

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5/5 Excellent

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

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How would you rate our online support?

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Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

How would you rate our online support?

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Apologies. We can’t help you online.

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Call us on 1-877-397-6622

How would you rate our online support?

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You might need a replacement part.

It looks like the Post filter is not working. You can solve this by ordering a new one below.

Post filter

Part no. 967478-01

Replacement post filter for your Dyson vacuum cleaner.

$56.99

Post filter

Part no. 967478-01

Replacement post filter for your Dyson vacuum cleaner.

$56.99

$56.99

$56.99

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You might need a replacement part.

It looks like the Pre-filter is not working. You can solve this by ordering a new one below.

Pre-filter

Part no. 965661-01

Replacement pre-filter for your Dyson vacuum cleaner.

$32.99

Pre-filter

Part no. 965661-01

Replacement pre-filter for your Dyson vacuum cleaner.

$32.99

Currently out of stock.

$32.99

Currently out of stock.

$32.99

How would you rate our online support?

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Apologies. We can’t help you online.

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How would you rate our online support?

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Please check all floor tools

Please connect the floor tool directly on to the bin.

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

Replacement part required

This issue can be resolved by ordering a replacement Main body.

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

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Remove the bin

Pull the cyclone release catch upwards until the bin base opens.

Press the red catch underneath the bin once the bin base is open to release it from the machine.

Clear any debris from behind the bin inlet flap.

Reassemble and test the machine.

Has this resolved the problem?

You might need a replacement part.

It looks like the Bin is not working. You can solve this by ordering a new one below.

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

Bin

Part no. 967699-01

Replacement bin for your Dyson vacuum cleaner.

$56.99

$56.99

$56.99

How to install this part

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Please select the appropriate option

Remove the battery

There are 3 phillips screws that need to be removed, prior to removing the battery.

Remove the post-filter, then using a small phillips screwdriver unscrew the screw located on the rear of the Main body.

Place the Main body on its side on a flat surface, and locate the two screws near the battery.

Unscrew the screws and gently pull the battery away from the Main body.

Has this resolved the problem?

Remove the bin

Pull the cyclone release catch upwards until the bin base opens.

Press the red catch underneath the bin once the bin base is open to release it from the machine.

Has this resolved the problem?

Check the Wand

Check the catch on the bin inlet for blockages or damage.

Make sure that it moves freely and springs back into position when pressed.

Check the end of the Wand for signs of damage.

Has this resolved the problem?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

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