Sonicare troubleshooting and FAQs

Toothbrushes

1.  Handle not turning on / toothbrush doesn’t work at all

2.  Handle doesn’t hold the charge/cuts out quickly after starting

3.  Turning itself on without provocation

4.  The metal shaft/adaptor on my handle is loose

5.  Brush head slides off metal shaft from handle

6.  My handle does not vibrate at all or doesn't change the vibration mode

7.  Charger base does not work

8.  The brush heads doesn’t move when the handle is turned on

9.  Toothbrush doesn’t vibrate as much or isn’t that powerful

10. Handle is very loud

11. Quadpacer doesn’t work any more



Diamond Clean

12. Diamond Clean handle doesn’t charge

13. Diamond Clean does not deliver three weeks of brushings. Is there a problem with my toothbrush?



Airfloss

1.  Handle is not turning on

2.  Handle won’t charge/after recharge the handle shows a green light when it's on the charger, but when it is taken off, it’s indicating that it      isn't charged.

3.  Nozzle is bent/broken

4.  The door to the reservoir is leaking/fell off



Toothbrushes

1.     Handle not turning on / toothbrush doesn’t work at all

1.  If the handle has 2 buttons, ensure the correct button is being pushed – power button vs. mode button. The mode button will not turn the toothbrush on.

2.  Turn on the toothbrush with a brush head attached and place the handle near your ear. If you hear a soft humming sound, it is likely that a fault has occurred.

3.   Please remove the brush head and check if the metal shaft on the handle is   loose, or comes out of the handle? If it does, it is likely that a fault has occurred.

If you can identify any of the above conditions please click next 

If neither of the above applies to your toothbrush please check the troubleshooting options again, as it may be a charger issue.

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2.     Handle doesn’t hold the charge/cuts out quickly after starting

1.  Toothbrush should be charged for 24 hours before it is turn on again.

2.   Please check if your charger works ok: turn on the handle with a brush head attached and slowly put the handle into the charger base. 
     

If the charger is functioning, the handle will turn off automatically. 

If handle stays on, please click here

If the handle turns off, but you still experience charging issue, please click next

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3.     Turning itself on without provocation

If your toothbrush turns itself on without you pressing a power button, then please click next

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4.     The metal shaft/adaptor on my handle is loose

Please remove the brush head, and see if the metal shaft on the handle is loose.

If yes please click next

If no, please check the troubleshooting topics again.

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5.     Brush head slides off metal shaft from handle

1.  Is it the first time this happens? If so, try using a different brush head.

If this works, please continue with step 2.

If the brush head still slides off, please click next

2.   Brush heads, because they are consumable parts, are not covered by the warranty.

If you would like to purchase a new brush heads please visit our shop

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6.     My handle does not vibrate at all or doesn't change the vibration mode

Without a brush head placed on the handle, the vibration mode may be hard to notice. Try placing a brush head on the handle and turning it on. 
Make sure that the toothbrush is charged properly - place the handle in the charger and charge for 24 hours before turning it back on.

If the handle still does not vibrate, or if the modes do not change, please click next 

Otherwise, check the troubleshooting topics again.

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7.     Charger base does not work

1.  Please check if the handle still operates normally by attaching a brush head and turning on the handle to verify if the brush head vibrates.*

2.   If the handle works properly, plug the charger into a working outlet.

Turn on the handle with a brush head attached and slowly put the handle into the charger base. 
If the charger is functioning, the handle will turn off automatically. 


If handle stays on, please click next

If the handle turns off, but you still experience charging issue, check the troubleshooting topics again.

*if the brush head does not vibrate, please check the troubleshooting topics again.

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8.     The brush heads doesn’t move when the handle is turned on

In case this problem persists please click next

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9.     Toothbrush doesn’t vibrate as much or isn’t that powerful

1.  First, make sure that your toothbrush is fully charged.

2.  Did you purchase your toothbrush within the last 60 days?  If so, your Easystart feature may still be activated. The Easystart feature gently increases power over the first 14 brushings to ease into the Sonicare brushing experience. If Easystart is activated, your brush may not seem to be as powerful as expected.

3.  The Easystart feature on your toothbrush may have been activated. To determine this, place the handle in a plugged charger base and press the on/off   button firmly. If you hear one beep, the Easystart feature has been   deactivated.  When you use the brush in this condition the brush will be working at its full power level.  If you hear two beeps the Easystart feature has been activated, and you will feel less power.  

4.  If your toothbrush has more than one mode of operation, you may have activated a different mode with a different brushing action.  For brushes with dual speed settings, the dual speed button may be at reduced speed setting.

5.   Old worn brush heads can also seem to be less effective or powerful in their rushing action.  If your brush head has been in use for more than 3 months, it should be replaced with a new one.

In case this problem persists please click next

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10.     Handle is very loud

Your toothbrush may sound loud if the brush head is not attached, particularly in Sensitive or Massage modes. However, with a brush head is attached, the noise level is normal. This change in sound does not affect the performance of your toothbrush. 

Place a brush head on the handle and turn on. This should reduce the noise. If not, please click next

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11.     Quadpacer doesn’t work any more

You might have accidently deactivated Quadpacer.

To reactivate the Quadpacer: press and hold the mode button for 5 seconds until you hear 2 beeps. This indicates that the Quadpacer is active again.

To deactivate the Quadpacer: press and hold the mode button for 5 seconds. You hear 1 beep to indicate that the Quadpacer has been deactivated.

In case this problem persists please click next

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Diamond clean

12.     Diamond Clean handle doesn’t charge

Counters, shelves or any surface made of metal (for example, stainless steel, nickel, or iron) may interfere with the operation of the charger and prevent the handle from charging. Placing the charger glass on a different, non-metallic surface will allow the handle to fully charge. Be sure to charge your Sonicare for at least 24 hours before using again.

If the handle still does not charge after repositioning the charger on a non-metallic surface, please click next

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13.     Diamond Clean does not deliver three weeks of brushings. Is there a problem with my toothbrush?

Your Sonicare DiamondClean has been designed to last up to 3 weeks with a full 24 hour charge. The actual number of brushings you get will depend on how often you brush, the number of people using the toothbrush, and the length of time the handle has been charging. You should charge your DiamondClean handle for 24 hours before first use. 

If you are not sure of the charge level of your DiamondClean, simply place the handle on the charger and look at the LED display. You can do this any time you like to check the power level. The following describe the various displays you may see when the handle is on the charger: 

  • An amber flashing light indicates that the charge level is low. You can still brush with your DiamondClean, but the flashing amber light is a reminder that you will need to recharge your DiamondClean handle soon.
  • A green flashing light indicates that the handle is partially recharged, but not yet fully recharged. The handle should remain on the charger until fully charged. (See next item) 
  • A solid green light will appear instead of the amber or green flashing light when the toothbrush is fully charged. The solid green light will remain lit for 10 minutes and then go out. Please note: If the handle is removed from the charger it may (depending on how long it has been charging) show a solid green light even if it is not yet fully charged. Again, any time you are unsure of the charge status of your toothbrush, simply place it on the charger and check the lights. 

The following descriptions apply when the DiamondClean handle is off the charger. 

  • Flashing amber light indicates that the charge level is low. You can still brush with your DiamondClean, but the flashing amber light is a reminder that you will need to recharge the toothbrush soon. 
  • Solid green light that goes out after 30 seconds indicates that the handle has more than 10% charge, but may not be fully charged yet. If the handle has been in the charger for at least 24 hours, then it is fully charged. Verify if the handle is fully charged by placing it in the charger and verifying the status of the light. 

The charger is designed to properly charge only one handle at a time. Do not place metallic objects in the charger glass as handle charging may be affected and may cause the charger to overheat. This charger is not compatible with previous models of Sonicare.

In case this problem persists please click next

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Airfloss

1.     Handle is not turning on

1.   Press power button to ensure device is on. Note: Rapid yellow flashing light indicates charge is extremely low (fewer than 3 uses left).
2.   Plug the charger into a live outlet.
3.   Place the handle on the charger. Charge indicator flashes green until fully   charged.

Note: After 4 minutes the green light will turn off to conserve battery.

If the handle still does not turn on, click next 

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2.     Handle won’t charge/after recharging, the handle shows a green light when it's on the charger, but when it is taken off, it’s indicating that it isn't charged.

This can occur upon initial use of the product, after a prolonged period of product storage, or with a product that has been in use but not fully charged for the recommended 24 hours.  Please ensure that the handle is fully charged by making sure the charger is plugged into a live power outlet, and placing the AirFloss it on the charger for a full 24 hours.  When the AirFloss is fully charged the green light will illuminate and then go out after 10 minutes.  This indicates that the AirFloss is fully charged. 

If the product continues to display a flashing yellow light after going through the process of charging for a full 24 hours, click next

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3.     Nozzle is bent/broken

Do not use AirFloss with a bent/broken nozzle. Please visit the Philips Online Store to purchase replacement nozzles.

However, if your nozzle has broken and cannot be removed from the handle please click next

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4.     The door to the reservoir is leaking/fell off

The reservoir door might not be properly attached. If the door does not fit cleanly over the reservoir opening, first try to re-attach the door so that it fits cleanly over the reservoir opening. In the AirFloss handle you will see the opening leading to the reservoir has slots into which the door hinges snap. Simply snap the door hinges into the slots in the reservoir opening.

If the reservoir door is broken or if it will not stay locked in the handle, a new door may be necessary, please click next 

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