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Dyson Pure Cool Link™ Desk (Blue/Iron)

Let's get your machine working.

See all steps

Check and clean the machine

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

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

Loop amplifier - clean with a dry or damp cloth.

Image showing a dry cloth cleaning the loop amplifier.

Main body - clean with a dry cloth.

Shroud - clean with a dry cloth or soft brush.

Is there anything else we can help you with?

WiFi information and serial number

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 a removable sticker on the front of the purifier.

On your purifier, located underneath the filter.

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

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?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

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?

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?

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2/5 Average

3/5 Good

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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

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

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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.

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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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?

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.

The customer can find out more information on this by selecting the alerted message

High pollen levels

If pollen levels are high, alert will appear on the status page (for example, "Pollen extremely high").

The customer will see information explaining: Outdoor temperature; Relative Humidity (RH); Pollen levels.

The Pollen Levels section of the screen will give the customer information on the tree, grass and weed pollen levels in their region.

Is there anything else we can help you with?

Log out

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

Is there anything else we can help you with?

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.

Is there anything else we can help you with?

Schedule

Your purifier is designed to work autonomously, without 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.

Is there anything else we can help you with?

Activity

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

Is there anything else we can help you with?

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

Is there anything else we can help you with?

App remote

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

On/Off/Auto

Airflow

Oscillation

Sleep timer

Night mode

Is there anything else we can help you with?

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

Check the machine base

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

Has this resolved the problem?

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Remove and refit the loop amplifier

Remove loop amplifier.

Refit loop amplifier ensuring that there is no uneven gap between the loop and the Main body.

Image showing the loop amplifier being connected to the machine.

Has refitting the loop amplifier resolved the problem?

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.

Please check the following using the app:

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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Adjust airflow using remote

Ensure correct button on the remote is being pressed.

Press the airflow button on the remote, while pointing the remote directly at the front of the machine.

Image showing the airflow button on the remote control.

Does the airspeed change?

Do the other buttons on the remote work?

Test the other buttons on the remote.

Image showing the remote control.

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

Image showing the remote control being pointed at the machine.

Do the other buttons on the remote work?

Change airspeed using the Dyson Link app

Using the Dyson link app, adjust the fan speed.

Does the airspeed change using the Dyson Link app?

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Replace the remote control battery

Unscrew the remote control's battery compartment.

Image showing how to unscrew the bottom of the remote.

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

Image showing how to remove the battery from the remote control.

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. 967400-02

Replacement remote control for your Dyson fan.

$32.99

Remote control

Part no. 967400-02

Replacement remote control for your Dyson fan.

$32.99

$32.99

$32.99

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Test the airflow power

Turn the airflow control to maximum.

Image showing the airflow button on the remote control.

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

Image shows the distance and angle for the paper test.

The paper should lift beyond 45°.

Does the newspaper lift beyond 45 degrees?

Check and clean the machine

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

Loop amplifier

Clean with a dry or damp cloth.

Ensure that the narrow opening is free of obstructions.

Image showing that the loop amplifier needs to be checked and cleaned.

Main body

Clean the shroud with a dry cloth.

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

Image showing the main body needs to be checked and cleaned.

Has cleaning the machine resolved the problem?

Please select the appropriate option

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What sort of smell?

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You might need a replacement part.

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

Loop amplifier

Part no. 967866-02

Replacement loop amplifier for your Dyson purifier.

$142.99

Loop amplifier

Loop amplifier

Part no. 967866-02

Replacement loop amplifier for your Dyson purifier.

$142.99

$142.99

$142.99

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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. 967400-02

Replacement remote control for your Dyson fan.

$32.99

Remote control

Part no. 967400-02

Replacement remote control for your Dyson fan.

$32.99

$32.99

$32.99

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Does the machine have power?

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Please select the appropriate option

Check the tilt joint

Check the joint for obstructions.

Ensure that the machine is on a flat, stable surface.

Image showing the machine can be tilted from side to side.

Has checking the joint resolved the problem?

Test tilt of the machine

Place the machine on a flat, stable surface.

Tilt the amplifier loop forwards slightly.

Image showing the machine can be tilted from side to side.

The loop should stay in the position it was left in.

Does the loop stay in that position?

Check the feet of the machine

Ensure all the feet are attached to the base of the machine.

Image indicating that the feet on the base need to be inspected.

Place the purifier on a flat, non-slip surface.

Has this resolved the problem?

Test the remote

Ensure the correct button on the remote is being pressed.

Image showing the oscillation button on the remote control.

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

Image showing the remote control being pointed at the machine.

Has checking the remote resolved the problem?

Test the remote

Ensure the correct button on the remote is being pressed.

Image showing the oscillation button on the remote control.

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

Image showing the remote control being pointed at the machine.

Has checking the remote resolved the problem?

Test the other remote buttons

Test the other buttons on the remote.

Image showing the remote control.

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

Do the other functions on the remote work?

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Do the controls on the Dyson Link app work?

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.

Change the fuse in the machine's plug.

Check the plug and power cord for signs of damage.

Try the machine in a different plug socket.

Has this resolved the problem?

Test the remote

Ensure the correct button on the remote is being pressed.

Image showing the remote control.

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

Image showing the remote control being pointed at the machine.

Has testing the remote resolved the problem?

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 recommend 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'.

If you have a non-Bluetooth (pre January 2018) product, it is possible for you to use the 3.4 version of the Dyson Link app, although it is strongly recommended you upgrade to the 4.0 version.

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'.

Auto mode

Auto mode adjusts the speed according to the air quality in the room.

Image showing the AUTO button.

When Auto mode is enabled (indicated by an A symbol in the bottom left corner of the display), the on-board sensors will intelligently adjust the speed of the purifier according to the air quality.

Increasing for poor air quality and reducing as the air quality improves.

Image showing both a large white and green A.

If the air quality target is met, the A symbol will turn green and the numerical display will switch off.

image showing a large green A on the display screen and the airflow increasing.

If the air quality worsens the A symbol will turn white and the purifier will automatically restart cleaning the room.

Image showing a large white A on the display screen and the airflow dropping.

Using the app for Auto mode

Tap the remote icon on the bottom right corner of the home page.

Tap the power icon at the top of the menu and tap 'Auto' to select.

In order to stop Auto mode, turn the setting either on or off with the same process.

When Auto mode is enabled, there will be an A symbol in the bottom left corner of the display.

Is there anything else we can help you with?

Using the remote control for Auto mode

Press the 'Auto' button on the top right corner of the remote control.

Image showing the AUTO button on the remote control.

To turn Auto mode off, press the same button.

When Auto mode is enabled, there will be an A symbol in the bottom left corner of the display.

image showing a large green A on the display screen and the airflow increasing.

Is there anything else we can help you with?

Replace the filter

Ensure the purifier is unplugged. To replace the non-washable filter unit, complete the following steps:

Press both buttons to lift the loop amplifier.

Remove the old filter assembly. To dispose of your old filter unit place it in your household waste bin.

Image shows an older filter being disposed of in the bin.

Lower the new filter into the housing and the complete unit onto the main body.

Image showing a new filter being installed into the filter housing.

Lower the loop amplifier onto the base until it clicks and locks.

Image showing the loop amplifier being connected to the machine.

When you have re-assembled your purifier, press and hold the 'Standby ON/OFF' button on the remote for 6 seconds.

  • A clockwise rotating pattern will be shown on the LED display
  • Once the loading pattern is complete, the purifier will return to its normal usage
Image showing the remote control direct at the machine while the power button is pressed.

Is there anything else we can help you with?

WiFi light

Flashing green = WiFi is ready to connect to your Dyson Link app

Flashing white = WiFi connecting

Solid white = WiFi connected

Off = WiFi disabled

Image showing the three different Wi-Fi lights.

Auto mode light

Solid white = cleaning/below air quality target

Solid green = clean/air quality target has been met

Off = machine is not in auto cleaning mode

Image showing both a large white and green A.

Night mode light

Solid white = machine is in Night mode

Off = appliance is not in Night mode

Image showing the night mode illustration.

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Assembling your Dyson machine

Lower the loop amplifier onto the base until it clicks and locks.

Image showing the loop amplifier being connected to the machine.

The remote control can be magnetically attached to the top of the loop.

Image showing the remote control magnetically attaching to the top of the loop amplifier.

Is there anything else we can help you with?