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Dyson Pure Cool Link™ Tower (White/Silver)

Let's get your machine working.

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Most common topics

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Cleaning the machine

The following areas should be checked and cleaned to maintain the machine's performance:

Clean the loop amplifier with a dry or damp cloth.

Clean the Main body with a dry cloth.

Clean the shroud with a dry cloth or soft brush.

Image showing main body cleaning checks.

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

Is there anything else we can help with?

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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Find Purifier's WiFi Password

Write down the purifier's WiFi password before proceeding with any checks. The serial number and WiFi information can be found in the following locations:

On the front of the instruction manual.

On the remote control packaging

On your purifier, located underneath the filter.

On a removable sticker on the front of the purifier

NB: The purifier's password is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as may the letters 'j' (J) and 'i' (I).

Add a machine

Using this option, multiple Dyson appliances can be added to a single Dyson Link app account.

Please select the appropriate option

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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Changing the user

Create own account. There is no need to 'de-register' the machine. Complete the set up process as usual.

NB: If you state you are the owner, all previous user information will be removed (if on same WiFi it will find it, you just need product password)

Please select the appropriate option

If you are part way through the set up and has a problem, please switch the machine off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the purifier is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set up to purchase your machine on the Dyson website.

Please select the next step

Confirm your home Wi-Fi network

The app will recommend a home WiFi network to connect to.

This will be the network your mobile device is already connected to.

If this is the home WiFi network you would like to connect your robot to, enter its password.

Please ensure your home WiFi password is alpha numeric only and doesn't contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Can you connect to WiFi?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the WiFi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has the WiFi light displayed on the appliance?

Does the machine have power?

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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2/5 Average

3/5 Good

4/5 Very Good

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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Test the machine

This may have been caused by an interruption in the electricity.

Unplug the machine and leave it for 10 seconds.

Plug in 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.

How would you rate our online support?

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2/5 Average

3/5 Good

4/5 Very Good

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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Check the electrics

Check that the household electrics are on.

Check the plug and power cord for signs of damage.

Try the machine in a different plug socket.

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Finding the serial number

The serial number and WiFi information can be found in the following locations:

On the front of the user guide.

On the remote control packaging

On a removable sticker on the front of the purifier

On your appliance, located underneath the filter.

NB: The appliance's WiFi password is made up of numbers and lower case letters only, so '0'is definitely the number zero. The number '1' and the letter 'L' may look similar, as may the letters 'j' and 'i'.

Can you find the machine's WiFi password?

Select your machine

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Does the appliance serial number appear on screen?

Wi-Fi Mode

Please ask the customer to turn on the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Does the appliance serial number appear on screen?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

The image may show a different variant although the process remains the same.

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the WiFi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the appliance?

Please select the stage that the connection process failed on.

Which stage did the connection process fail?

Has the Wi-Fi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the problem?

What connection?

Same WiFi network as the machine

A different WiFi network

A mobile network such as 3G/4G

Has the error occurred whilst your mobile device was connected to:

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use WiFi to connect to the internet. There are two frequency bands commonly used for a WiFi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

- IEEE802.11b (Not recommended)

- IEEE802.11g

- IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

IEEE802.11b (Not recommended)

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Check your WiFi security settings

Dyson purifiers can only connect with WPA and WPA2 (WiFi Protected Access) security protocols.

If your router is set to a different encryption setting, it won't be able to connect with your purifier.

You can change your router security settings on your router configuration page. For more information about how to check this, please refer to your router instructions.

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

WiFi enabled

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Has this resolved the problem?

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use WiFi to connect to the Internet. There are two frequency bands commonly used for a WiFi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

- IEEE802.11b (Not recommended)

- IEEE802.11g

- IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

IEEE802.11b (Not recommended)

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer's website.

Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Is your router broadcasting a 2.4 GHz network?

Please run through the following checks:

All Dyson connected machines use WiFi to connect to the Internet. There are two frequency bands commonly used for a WiFi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

- IEEE802.11b (Not recommended)

- IEEE802.11g

- IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the problem?

Connecting purifier

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please follow the next step.

Confirm your home Wi-Fi network

The app will recommend a home WiFi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home WiFi network you would like to connect your robot to, enter its password.

Please ensure your home WiFi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Can you connect to Wi-Fi?

Make your purifier discoverable

Press and hold the 'ON/OFF' button on your purifier for 5 seconds until the Wi-Fi light is flashing green, the purifier is now discoverable.

Make sure that you are pressing the button on the machine itself. Pressing the power button on the remote control performs a different function and will not work for this step.

Has the WiFi light displayed on the appliance?

Does the machine have power?

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Finding serial number

The serial number and WiFi information can be found in the following locations:

On the front of the user guide.

On the remote control packaging

On a removable sticker on the front of the purifier

On your appliance, located underneath the filter.

NB: The appliance's WiFi password is made up of numbers and lower case letters only, so '0'is definitely the number zero. The number '1' and the letter 'L' may look similar, as may the letters 'j' and 'i'.

Can you find the machine's Wi-Fi password?

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the network that matches the products serial number using the passcode from the rating plate.

Return to the Dyson Link app.

Does the appliance serial number appear on screen?

The image may show a different variant although the process remains the same.

Select and enter your product code and press connect.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the appliance?

Wi-Fi Mode

Please could you to turn ON the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Have you managed to connect to the appliance?

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The appliance will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the appliance for initial set up.

Supported WiFi protocols:

- IEEE802.11b (Not recommended)

- IEEE802.11g

- IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the problem?

Set up the Dyson Link app

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system.

Open the Dyson Link app.

Sign in to the app and your purifier and settings will be loaded.

Please select the appropriate option

WiFi mode

The purifier is automatically set to send out a WiFi signal that can be picked up as a local network ('WiFi' mode).

This is used when associating the machine with the Dyson Link app but can be switched off if desired.

WiFi mode

WiFi mode is switched on by default. On the rare occasion that this has been switched off, WiFi mode can be switched ‘ON’ by pressing and holding the 'Standby ON/OFF' button on the purifier for between 10 and 15 seconds.

Please select the appropriate option

WiFi Mode

WiFi mode is switched on by default. WiFi mode can be switched ‘OFF’ by pressing and holding the 'Standby ON/OFF' button on the purifier for between 10 and 15 seconds.

Please select the appropriate option

Re-configure WiFi mode

You can re-configure your appliance WiFi settings by pressing and holding the 'Standby ON/OFF' button on the appliance for over 20 seconds. This will clear all saved WiFi connections, and will automatically switch WiFi mode 'ON'.

Please select the appropriate option

Password reset

Follow the process below if you wish to change your password, or you have forgotten your password.

Use the 'forgotten password' link on the sign in page.

Enter the registered email address and click 'done'.

A link is sent to your registered email address.

Sign in using your new password

If you receive 'incorrect email address or password' message retry the process.

Alternatively, navigate to the 'My Dyson' section of www.dyson.co.uk and follow the on screen instructions.

Has resetting the password 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.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Switch off the machine and start the process again

If you are part way through the set up and have a problem, please switch off your machine, sign out of the app and the start the process from the beginning.

Check the WiFi connection

Press and hold the 'Standby ON/OFF' button to see if the WiFi light comes on.

Does the WiFi light illuminate?

Update the Dyson Link app

Check that your mobile/tablet device has the latest version of the app installed.

Ensure that the device is also running the latest version of its operating system.

Has updating the app resolved the problem?

Reinstall the app and check WiFi settings

Remove the Dyson Link app from your device and reinstall the latest version from the app store. Check the following:

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the purifier on the network.

Reprogram the instruction (e.g. cleaning schedule) to test the machine.

Has reinstalling the app resolved the problem?

What connection caused the error?

Does the error occur when the mobile device is connected to:

Same WiFi network as the machine

A different WiFi network

A mobile network such as 3G/4G

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?

1/5 Poor

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WiFi troubleshooting

Please run through the following checks.

Is your router broadcasting a 2.4GHz network?

All Dyson connected machines use WiFi to connect to the internet. There are two frequency bands commonly used for a WiFi communication: 2.4 and 5 GHz.

Dyson connected machines only use the 2.4 GHz band. Many modern routes support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your purifier to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the router user guide or on a sticker located on the router.

If you are unable to find this information, or are unsure about how to, we recommend contacting your internet service provider who will be able to supply you with this information.

Often the manual or website will have instructions for how to set it to broadcast on both 2.4 and 5 GHz bands. This will allow you to broadcast the right network to allow you to connect.

The purifier will only connect to the 2.4GHz network. Your phone will need to be connected to the same network as the purifier for initial set up.

Supported WiFi protocols:

  • IEEE802.11b (not recommended)
  • IEEE802.11g
  • IEEE802.11n (support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer's website.

Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has this resolved the problem?

Has the Wi-Fi mode timed out?

Your purifier will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the Wi-Fi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

  • Try to connect your purifier to the network again.
  • If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

  • The purifier cannot currently attach to a hidden SSID network. To use the purifier, unhide your SSID and attach your purifier.
  • The purifier cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the purifier to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the purifier on the network.

Has this resolved the problem?

WiFi diagnostic checks

Check that your purifier's WiFi light is illuminated. To turn it on again, press and hold the 'Standby ON/OFF' button until the WiFi light begins flashing.

Check that your smartphone or tablet is within network range of your purifier.

Has checking the WiFi settings resolved the problem?

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Input the correct password

You will need to input your WiFi password to set up the connectivity options. The serial number and WiFi information can be found in the following locations:

On the front of the instruction manual.

On the remote control packaging.

On a removable sticker on the front of the purifier.

On your purifier, located underneath the filter.

NB: The purifier's password is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as may the letters 'j' (J) and 'i' (I).

Has checking the passcode resolved the problem?

Hold the ON/OFF switch

The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply press and hold the 'Standby ON/OFF' button for 5 seconds until the green WiFi light starts flashing and you have another 30 minute window.

Once you have done this, run through the connection process again.

Has this resolved the problem?

Clear connectivity data

If ownership of the machine changes you may wish to clear it of any home network names and passwords.

A full reset of the machine can be done either within the app or by pressing and holding the 'Standby ON/OFF' button for 20 seconds.

Choose 'remove purifier' option in app settings

Remove purifier - This will remove the purifier from your app. It will still be available for other users and will retain its settings.

Reset the purifier

This will remove the purifier for all users and reset it to factory default. It will no longer be connected to your WiFi network. Press and hold the 'Standby ON/OFF' button on the base of the purifier for over 20 seconds to reset.

Please select the appropriate option

Reset the machine without the app

The machine allows you to clear your WiFi settings, restoring the machine to the factory default.

Press and hold the 'Standby ON/OFF' button on the purifier for longer than 20 seconds.

The WiFi symbol will flash alternately between white and green to indicate that your network settings have been removed.

Please select the appropriate option

Sensitivity settings

Your Dyson Pure Cool Link purifier fan will complete a calibration cycle for up to six days from first use.

Within the settings for the Dyson Link, you can also adjust the target for the air quality sensitivity of your machine.

A more sensitive air quality target will mean that your purifier is active for longer. Some environments may require this in order to maintain a good air quality level.

Please note we would advise allowing your machine to run for at least a week before adjusting the sensitivity settings within the Dyson Link app, to ensure it completes its initial calibration cycle.

Please select the appropriate option

Select settings by swiping up on the home page.

Tap the air quality target option.

Tap on one of the air quality sensitivity options.

Please select the appropriate option

Close down the app and restart

To fully close down the app in iOS, double click your device's home button and swipe the app upwards.

On an Android device, you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the purifier once the app has been restarted. This should be complete within 5 minutes.

Has restarting the app resolved the problem?

Close down the app and restart

To fully close down the app in iOS, double click your device's home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the purifier once the app has been restarted. This should complete within 5 minutes.

Has restarting the app resolved the problem?

App offline

Check your handset's connectivity.

The app should 'self right' when connectivity resumes. If the app refuses to return to operation, try the 'reload' function on the app screen.

Has this resolved the problem?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Has restarting the app resolved the problem?

Change of ownership

This indicates that another user has claimed ownership of the purifier by registering it to their own account.

Only one individual can claim ownership of a certain purifier serial number. When someone adds a purifier to an account within the Dyson Link app, any previous user information will be wiped and an email notification sent to confirm the change.

NB: If you wish to have more than one device control the same purifier, each device will need to use the same Dyson Link app log in details.

Has someone else in your household registered the machine?

Ownership of the purifier

Only one person can take ownership of the purifier.

Would you like to regain control of the purifier?

If you are part way through the set up and have a problem, switch the purifier off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the purifier is plugged in. It must remain plugged in throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link app is available on the Apple App Store for iOS devices, and the Google Play store for Android devices.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Check the WiFi connection

A solid white WiFi light should be displayed on the machine.

Does the Wi-Fi light illuminate?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device, you can fully close down the app in the recent applications menu.

Has restarting the app resolved the problem?

Restart the machine

Switch off and unplug the machine.

Leave for 10 seconds.

Ensure the plug is firmly plugged into the socket and switched on at the wall

Press the power button to turn the machine on and adjust the airflow within the app to ensure the issue has been resolved.

Has restarting the machine resolved the problem?

The app tells me the purifier is offline or switched off

If the app is displaying a 'purifier offline' or 'purifier switched off' message but you believe the purifier to be online, please try the following:

Click the refresh button on the app.

Close down the app and restart.

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Has this resolved the problem?

Purifier switched off

If the purifier is switched off at the wall or is not plugged in, then the WiFi is not active so it cannot receive commands.

It will show as 'purifier switched off' in the app.

Has this resolved the problem?

Connection failed message

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Have you managed to connect to the machine?

Finding serial number and WiFi information

These can be found in the following locations:

On the front of the user guide.

On the remote control packaging.

On a removable sticker on the front of the purifier.

On your purifier, located underneath the filter.

NB: The purifier's password is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as may the letters 'j' (J) and 'i' (I).

Have you found the purifier's passcode?

Settings

General - Update your machine's name, time zone and software.

Air quality target - Set the air quality target for Auto mode.

Location - update your purifier's location to get your local air quality data.

Continuous monitoring - Allow your purifier to collect data while in standby.

Filter life - View or reset your purifier's filter life.

Notifications - edit your notification settings.

Remove purifier - This will remove the purifier from your app.

Please select the appropriate option

Downloading the Dyson Link app

Ensure your mobile device has an internet connection.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Please select the appropriate option

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Please select the appropriate option

Searching for purifier

This is normal. The app starts by looking for any purifiers it can find on the same network it's connected to.

Wait a short time and the app will ask you if you want to add a new purifier.

Has waiting for the search to complete resolved the problem?

Siri will need to be enabled in your device’s Settings, to use Siri Shortcuts with the Dyson Link app.

Open Settings on your phone or tablet, then select ‘Siri & Search’. Next, to enable Siri, switch on ‘Press home for Siri’.

Before you can use Siri Shortcuts, you must first add your connected machine to the Dyson Link app.

To create a Siri Shortcut, tap the cog on the top right-hand corner of your home screen and select ‘Voice control’ and then ‘Siri’. Then select ‘Add new shortcut’. Next, choose the required settings and press the ‘Add to Siri’ button.

So that Siri can tell the Dyson Link app to run your shortcut, a personalised phrase will need to be recorded. We suggest that each phrase is unique and it’s recognisable.

For example, if you’ve selected Cooling mode and Night mode, this could be named “Bed time” or a heating specific setting could be named “I’m cold”.

Please note, generic phrases already programmed into Siri can’t be used. An example of this is “Good Morning”.

A list of all personalised phrases will be stored on the ‘Your Siri Shortcuts’ screen for each machine.

To view this, simply tap the cog on the top right-hand corner of the relevant machine’s home screen and select ‘Voice control’ and then ‘Siri’.

Next, select the relevant Siri Shortcut. From here, you can re-record the phrase or deleted the shortcut.

With Siri Shortcuts, you can control your air treatment machine(s) using your voice. You can create, edit and delete your own personalised commands, which can be activated through your mobile or tablet.

Each Siri Shortcut is unique to the machine it was created on and cannot be applied across multiple machines.

You’ll need to create different Siri Shortcuts for each machine and a new personalised phrase will need to be recorded.

Should a personalised phrase be recorded across multiple machines, Siri will display these on your device as selectable options, along with a machine identifier.

If you have multiple machines using the Siri Shortcut feature, we recommend making each phrase unique. For example, if one machine is located in the kitchen and another is in the bedroom, include these locations in the phrase.

Siri Shortcuts can be used in any region where Apple supports Siri. To see if this is supported in your region, please visit the Apple website.

You can activate Siri Shortcuts on the Dyson Link app in one of two ways:

  1. Simply say, “Hey Siri”, followed by the pre-recorded personalised phrase.*
  2. By pressing your mobile or tablet’s ‘Home’ button to activate Siri, and then saying the pre-recorded personalised phrase when prompted.

Either way, you’ll need to be logged into the Dyson Link app.

*This option will needs Siri to be enabled in your phone or tablet’s Siri settings.

Siri Shortcuts is available on iOS 12 or later.

Dyson link app

For more information on the features of the Dyson Link app, select the appropriate option from the menu on the right:

  1. Log out
  2. Add a machine
  3. Your machine status page

Security

Your machine has gone through rigorous 3rd party security audits to ensure it has a robust defence system. Ensuring your machine's software is kept up-to-date will help keep it secure.

Please select the appropriate option

Add a machine

Using this option, multiple Dyson purifiers can be added to a single Dyson Link app account.

Please select the appropriate option

Your machine status page

This page gives real-time information on what your purifier is doing.

  1. Activity

App remote

Schedule

Product Guide

Settings

Air quality

On the app screen the customer will be able to see explanations for: Outdoor Air Quality; Particulate Matter (PM2.5); Outdoor Temperature; Relative Humidity (RH)

Please select the next step

Air quality

The customer will see the air quality guideline, ranging from low to high.

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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Activity

Here you can view an overview of the average air quality in your home on a daily or weekly scale.

Please select the appropriate option

App remote

Here you can control your purifier without the need to use the remote.

On/Off/Auto

Airflow

Oscillation

Sleep timer

Night mode

Please select the appropriate option

Product guide

Here you will find useful guides on how to get the most out of your machine:

  • Know your purifier
  • Quick start
  • Lights
  • Modes

The product guide also includes instructions on how to maintain your machine, and how to solve any problems, including those indicated by the fault lights on the machine.

Options

Scroll up and down to view the options, swipe right and left to move between steps. This section also contains further information:

  • Contact Dyson
  • Privacy Policy
  • Licences

Please select the appropriate option

Schedule

Your purifier is designed to work autonomously, wthout the need for you to supervise it. On this page you can specify when it should switch on and off.

Select individual days or daily schedule

Change start time and schedule settings.

Please select the appropriate option

Settings

General - Update your purifier's name, time zone and software.

Air quality target - Set the air quality target for auto mode.

Location - Update your purifier's location to get your local air quality data.

Continuous monitoring - Allow your puridier to collect data while in standby.

Filter life - View or reset your purifier's filter life.

Notifications - Edit your notification settings.

Remove purifier - This will remove the purifier from your app.

Please select the appropriate option

Clear connectivity data

If ownership of the machine changes you may wish to clear it of any home network names and passwords.

A full reset of the machine can be done either within the app or by pressing and holding the 'Standby ON/OFF' button for 20 seconds.

Choose 'remove purifier' option in app settings.

  • Remove purifier - This will remove the purifier from your app. It will still be available for other users and will retain its settings.

Reset purifier

This will remove the purifier for all users and reset it to factory default. It will no longer be connected to your WiFi network. Press and hold the 'Standby ON/OFF' button on the base of the purifier for over 20 seconds to reset.

Please select the appropriate option

Reset the machine without the app.

The machine allows you to clear your WiFi settings, restoring the machine to the factory default.

Press and hold the 'Standby ON/OFF' button on the purifier for longer than 20 seconds.

The WiFi symbol will flash alternately between white and green to indicate that your network setting shave been removed.

Please select the appropriate option

Log out

This button will log you our of the the Dyson Link app.

Please select the appropriate option

Different versions of the Dyson Link app

Currently there are two versions of the Dyson Link app, with different compatibilities for different combinations of products and operating systems. We strongly reccomend you always update to the latest version available.

If you have a new connected product (Bluetooth enabled, purchased after January 2018) you must have the most recent version (4.0) of the Dyson Link app installed.

If you have bought a new connected product (Bluetooth enabled, purchased after January 2018) and currently have the old Dyson Link app installed on your device (version 3.4), please uninstall 3.4 and download version 4.0.

Version 4.0 of the Dyson Link app runs on iOS versions 10 and above, and on Android versions 5 and above.

You must have the 4.0 version of the Dyson Link app to use any new (Bluetooth enabled) products. If your device does not support this version of the app, you will not be able to use your product in a connected capacity.

If you have a non Bluetooth connected product, and have downloaded the 4.0 version of the Dyson Link app, please follow the connection journey 'Dyson Link app and Connectivity 4.0'.

For this set up (non-Bluetooth product, 3.4 version of the Dyson Link app), please follow the connection journey 'Dyson Link app and connectivity'.

Is the clicking noise only occurring when the machine is oscillating?

Check base

Check around the base of the machine for any debris or obstructions.

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Remove the loop amplifier

Remove loop amplifier.

Re-fitting the loop amplifier

Re-fit it ensuring that there is no uneven gap between the loop and the main body.

Has refitting the loop amplifier resolved the issue?

Continuous monitoring

The continuous monitoring option is used for temperature and humidity data to be relayed to the app at all times, even when you have turned the purifier off. By enabling this setting the fan is run at a very low speed in standby to draw air over the sensors which is required for the temperature and humidity to be measured. This may be heard as a low humming noise which is normal behaviour.

Please check the following:

Swipe up to reveal the setting tab and tap to open options.

Swipe down to find the continuous monitoring option, and tap to open.

Turn off the 'collect data when in standby' option (the icon will turn grey when turned off).

Save the change by pressing 'Done' at the top right of the page.

Retest the machine.

Has the noise stopped?

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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Remote Controls

Ensure correct button on remote is being pressed.

On/Off

Image showing the power button on the remote control.

Airflow

Image showing the airflow button on the remote control.

Oscillation

Image showing the oscillation button on the remote control,

Automatic Mode

Image showing the AUTO button on the remote control.

Sleep timer

Image showing the sleep timer button on the remote control.

Night Mode

Image showing the night mode button on the remote control.

Point the remote directly at the front of the machine while pressing the button.

Does the airspeed change?

Test the other remote buttons

Test the other buttons on the remote.

On/Off

Oscillation

Automatic mode

Sleep timer

Night mode

Image showing the remote control.

Point the remote directly at the front of the machine while pressing the button.

Do the other buttons on the remote work?

Test airspeed change using the Dyson link app.

Image showing Add you machine screen within the Dyson Link App.

Does the airspeed change using the Dyson Link app?

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Changing the battery

Unscrew the remote control's battery compartment.

Loosen the base and pull it away from the remote. Replace the battery with type CR 2032.

Has changing the battery resolved the problem?

You might need a replacement part.

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

Remote control

Part no. 967400-01

Replacement remote control for your Dyson fan.

$32.99

Remote control

Remote control

Part no. 967400-01

Replacement remote control for your Dyson fan.

$32.99

$32.99

$32.99

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Newspaper Test

Turn the airflow control to maximum.

Hold a sheet of newspaper approximately 4 meters (13') away from the product.

The paper should lift beyond 45o.

Does the newspaper lift beyond 45 degrees?

Check and clean loop amplifier

The following areas should be checked and cleaned to maintain the machine's performance.

Clean the loop amplifier with a dry or damp cloth.

Ensure that the narrow opening is free of obstructions.

Check and clean Main body

Clean the shroud of the Main body with a dry cloth.

Use a soft brush to clear any blockages from the holes.

Has cleaning the machine resolved the problem?

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Unplug machine

This may have been caused by an interruption in the electricity.

Unplug the machine and leave it for 10 seconds.

Image showing the plug being connected and disconnect from the power socket.

Plug the machine back in and retest.

Enter question here

Do not plug in or attempt to use the machine if the power cord is damaged.

Check the electrics

Check that the household electrics are on.

Check the plug and power cord for signs of damage.

Try the machine in a different plug socket.

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What sort of smell?

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Do not use polish or detergent on any part of the machine. If the filter needs replacing, please select the order option.

Check and clean machine

The following areas should be checked and cleaned to maintain the machine's performance.

Clean loop amplifier with a dry or damp cloth.

Clean the Main body with a dry cloth.

Clean inlet grille with a dry cloth or soft brush.

Image showing main body cleaning checks.

Your filter may need replacing.

Check filter life within the app, or for excessive build up of dust within the inlet.

Image displays that one machine had been found on the local network.

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Replacement part required

This issue can be resolved by ordering a replacement filter housing

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You might need a replacement part.

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

Remote control

Part no. 967400-01

Replacement remote control for your Dyson fan.

$32.99

Remote control

Remote control

Part no. 967400-01

Replacement remote control for your Dyson fan.

$32.99

$32.99

$32.99

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Apologies. We can’t help you online.

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