Multi K9 support

Identify the problem area

Identify the problem area
Identify the problem area
  1. 1 Power brush head & brush-bar
  2. 2 Quick-release attachments
  3. 3 LED headlights
  4. 4 1. On/Off button 2. State-of-charge indicator
  5. 5 Ergonomic handle
  6. 6 Removable battery
  7. 7 Main body
  8. 8 Bin & filter
  9. 9 Charger
  10. 10 Spare filter
  11. 11 Nozzle
  12. 12 Crevice tool
  13. 13 Dusting brush
  14. 14 Scented cartridges (x6)
  15. 15 Extension tube

Troubleshooting

Check that the battery is charged

We know that it sounds silly, but it’s always worth double checking that your vacuum is actually charged!

If the state-of-charge indicator on the handle has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the back of the battery before plugging it into the mains. The battery can be charged on or off the machine.

As the battery charges, the LEDs will light up green in turn. Once fully charged, 4 solid green lights will show on the state-of-charge display.

Make sure the charger is unplugged

Your Multi MK2 K9 won’t work if the charger is still plugged into it and the mains. Unplug the charger from the mains and the vacuum and try using it again.

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

The battery terminals may be dirty or damaged

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the battery terminals or main unit terminals are dirty, it may be preventing your Multi MK2 K9 from functioning properly. Make sure you keep the battery and main body clean in order to maintain your Multi MK2 K9’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean check for any damage. The battery terminals are located on the top of the battery between the green clips. Wipe the main body terminals, too – these are located in the battery-housing underneath the vacuum and look like metal prongs.

The On/ Off button is faulty

The Multi MK2 K9 is operated by an On/ Off button located on the handle. If there’s no power, no lights illuminated on the state-of-charge display when the battery has been fully charged and the lights were illuminated while it was charging, check to see if there is a blockage.

Remove all the attachments from the main body and try using the vacuum again. If there are still no lights and power, get in touch with us as we may need to send you a replacement part.

Is the power head’s brush-bar jammed?

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum

If the state-of-charge indicator on the battery is showing 4 solid red lights, the brush-bar may have jammed and your vacuum will automatically cut out.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

Check that the brush-bar is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

Twist the locking tab to the ‘unlocked’ position and pull the brush-bar from its housing.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If there is a decrease in power, the filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing. Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and push it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

The filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

If there is an unexpected smell coming from your Multi MK2 K9, the filter may need cleaning.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing. Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 K9 – this normally takes around 24 hours. Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

Check for blockages in the attachments

Unplug your Multi MK2 K9 from the mains and remove the battery.

If there is an unexpected smell coming from your Multi MK2 K9, there may be a blockage.

Remove all the attachments from the vacuum and clean them all out. Make sure they are completely dry before using them again. Reattach them and try using the vacuum again.

Is the power head’s brush-bar jammed?

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

If there is an unexpected smell coming from your Multi MK2 K9, the brush bar may have jammed.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

Replace the scented cartridge

Unplug your Multi MK2 K9 from the mains and remove the battery.

The Multi MK2 K9 comes with scented cartridges to enhance cleaning experience and leave rooms smelling fresh. Each time you wash the filter (we’d suggest doing this every month, depending on your cleaning schedule), replace the scented cartridge.

Remove the old cartridge from the top of the filter. Take the new cartridge and remove the plastic wrapper, then slide the new cartridge into the hole in the top of the filter. Regular changing of the cartridge ensures you’re getting a fresh burst of fragrance each time you vacuum. If cartridges are left for too long without being changed, they may emit an unpleasant smell and affect your cleaning experience.

Your Multi MK2 K9 needs a scented cartridge in place in order to work – do not try to operate it without one. Replacement scented cartridges are available online via our spares page.

Check that the battery is charged

We know that it sounds silly, but it’s always worth double checking that your vacuum is actually charged!

If the state-of-charge indicator on the handle has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the back of the battery before plugging it into the mains. The battery can be charged on or off the machine. We’d recommend removing the battery if you want to charge it for the full 4 hours.

As the battery charges, the LEDs will light up green in turn. Once fully charged, 4 green solid lights will show on the state-of-charge display.

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

If the state-of-charge display is showing 4 red lights, the power head’s brush-bar may have jammed

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

If the state-of-charge indicator on the handle is showing 4 solid red lights, the brush-bar may have jammed and your vacuum will automatically cut out.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If there is a decrease in power, the bin may need emptying or refitting

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the bin is full, the suction levels will drop and the power will decrease as a result.

Remove the dirt bin, using its handles to pull it away from the main body. It should pull away easily, you can twist it if it feels a little bit stiff. Hold it over your bin and unclip the lid-release. Lift the tab to open the bin and release the dirt and debris.

To refit, make sure the bin is closed properly. Place the bin back into place on the main unit – there is a small slot on the body that the bin’s tab fits into. The bin will click when it’s correctly fitted, lying flush inside the main body.

If there is a decrease in power, the filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing.

Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

Check the state-of-charge display lights

•Red lights depleting while battery is charging

The battery has overheated. Remove the charger from the battery and leave it for 1 hour to cool before retrying.

•1 pulsating green light while battery is charging

This is the battery charging. Leave it to charge for 4 hours. Once 4 solid green lights appear, the battery is fully charged.

•1 flashing green light, then no lights while battery is charging

There is an issue with the charger. Remove the charger and check it for signs of damage. Check the charging port on the battery for signs of damage. If there are no signs of damage, try using the vacuum again. If the battery is still not charging, get it touch with us as we may need to send you a replacement part.

•4 solid red lights during use

There is a brush-bar jam or blockage. Remove the battery and attachments - check for blockages in the attachments. Reattach them and try using the vacuum again.

If there are no blockages, remove the brush-bar from the power brush head. Turn the power brush’s end cap to the ‘unlocked’ position and lift the brush-bar out. Check to see if the brush-bar spindle needs cleaning. Reattach the power brush head to the vacuum without the brush-bar in. Replace the battery and try using the vacuum again while the brush-bar is removed, being careful not to touch inside the machine while it’s on.

If the spindle is moving freely, remove the battery and refit the brush-bar. Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If all 4 lights are still showing red, remove the power brush head from the vacuum and try using it again. If your Multi MK2 now works while there is no power brush attached, get in touch with us as we may need to send you a replacement part.

•4 red lights constantly illuminated

Remove the bin and any attachments from the vacuum. Try using the vacuum again. If 4 red lights still appear, get in touch with us as we may need to send you a replacement part.

•4 green lights, then 1 green light

The battery has not charged properly. Remove the battery from the vacuum and charge it for 4 hours.

Reattach the battery when fully charged and try using the vacuum again. If the state-of-charge quickly drops back to 1 green light, get in touch with us as we may need to send you a replacement part.

These solutions normally work, but, if you’re still having problems, follow our charger troubleshooting guide below.

Check the charger

If you’ve worked your way through the above steps and your Multi MK2 K9’s still not working, it may be an issue with your charger. There are a few ways you can check if there’s an issue with the charger.

When the charger is plugged into the battery, there should be at least 1 light showing green. If there are no lights illuminated, continue to the next step.

If the charger fitting is loose, there will be excessive movement when it’s plugged into the battery, so get in touch with us as we may need to send you a replacement part.

Check to see if the charger gets warm when it’s charging the battery. Check for signs of damage to the charger cable. If it’s ripped or frayed, or if the pin is broken on the charger, you need a replacement charger to ensure your Multi MK2 K9 works safely. You can buy a replacement charger online via our spares page.

Check for signs of damage to the charging port in the battery. If you can’t see anything wrong with your charger but it’s still not working, try plugging it into another socket as it may be an issue with the mains.

If you have a spare charger, try using that one instead - the Multi MK2 K9 charger is compatible with the chargers for the other Multi products, AirRam/ K9, Pro/ K9, Power Floor/ K9, ST20, HT20 and Work Light.

If you’ve taken all the steps to check your battery and charger and your vacuum still isn’t charging, get in touch with us as we may need to send you a replacement part.

The bin needs emptying or refitting

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the bin is full, the suction levels will drop and the power will decrease as a result.

Remove the dirt bin, using its handles to pull it away from the main body. It should pull away easily, you can twist it if it feels a little bit stiff. Hold it over your bin and unclip the lid-release. Lift the tab to open the bin and release the dirt and debris.

To refit, make sure the bin is closed properly. Place the bin back into place on the main unit – there is a small slot on the body that the bin’s tab fits into. The bin will click when it’s correctly fitted, lying flush inside the main body.

The filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing.

Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 K9 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

The battery is running low

There will be a small reduction in suction when the battery is running low. Recharge your battery to reinstate the usual level of suction. You can fully charge the Multi MK2 K9 in 4 hours, or charge it for a shorter period for a burst of cleaning time. 

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

The machine could be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove any tools from your Multi MK2 K9. Remove the dirt bin from the main body. Check for any blockages inside the bin-housing in the main body. Check the power head’s brush-bar and its housing for any blockages, too. Remove any hair/ thread from around the brush-bar and get rid of any dirt or debris inside its housing.

Check each tool for blockages while they’re not attached to the Multi MK2 K9. 

Suction port test

Remove the dirt bin and turn on the Multi MK2 K9. Place a piece of paper – not your hand! – over the motor suction port, located on the inside of the main body at the bottom of the bin-housing. If there is no sign of suction, remove the battery and check around the suction port for signs of damage to the seal. Get in touch with us as we may need to send you a replacement part.

Excessive air released from dirt bin can cause a noise

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place. It will click into place and lie flush with the main body when fitted correctly.

An issue with the seals can cause a whistling noise

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Check the for signs of damage to the rubber seal on the main body  – it’s located around the green suction port. If the seals are damaged, get in touch with us as we may need to send you a replacement part.

Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place. It will click into place and lie flush with the main body when fitted correctly.

An issue with the brush-bar can cause a loud noise

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side. Check for damage to the brush-bar spindleand the ends of the brush bar, too.

Whilst the brush-bar has been removed, replace the battery and switch the vacuum on to see if the noise continues.

Refit the brush-bar by sliding it into the power brush and attaching it to the spindle. Lock the end cap in place. Spin the brush-bar to check it’s balanced and moves easily. Wait 10 seconds to allow the machine to cool before retrying. The machine will not start if the red lights are illuminated.

If any excessive noise continues, get in touch with us as we may need to send you a replacement part.

Trouble fitting or removing the tools

Unplug your Multi MK2 K9 from the mains and remove the battery.

To fit the power brush head, line up the white dots on the vacuum to the one on power brush head and push the tool onto the vacuum until it clicks into place. To remove the power brush head by pulling the green ring away from the vacuum to unlock the power brush head and pull the tool off the vacuum.

To fit the standard nozzle, line up the white dots on the vacuum to one on the nozzle tool and push the tool onto the vacuum until it clicks into place. To remove the standard nozzle by pulling the green ring away from the vacuum to unlock the nozzle tool and pull the tool off the vacuum.

All of the other tools will fit directly into the standard nozzle. To remove the other tools twist and pull them out of the standard nozzle.

Flexi hose damaged or not extending

Unplug your Multi MK2 K9 from the mains and remove the battery.

The green flexi hose is contained within the standard nozzle. Twist the end of the nozzle to release the hose.

If the hose is damaged, you can order a replacement standard nozzle online via our spares page. 

Troubleshooting

No Power

Check that the battery is charged

We know that it sounds silly, but it’s always worth double checking that your vacuum is actually charged!

If the state-of-charge indicator on the handle has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the back of the battery before plugging it into the mains. The battery can be charged on or off the machine.

As the battery charges, the LEDs will light up green in turn. Once fully charged, 4 solid green lights will show on the state-of-charge display.

Make sure the charger is unplugged

Your Multi MK2 K9 won’t work if the charger is still plugged into it and the mains. Unplug the charger from the mains and the vacuum and try using it again.

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

The battery terminals may be dirty or damaged

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the battery terminals or main unit terminals are dirty, it may be preventing your Multi MK2 K9 from functioning properly. Make sure you keep the battery and main body clean in order to maintain your Multi MK2 K9’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean check for any damage. The battery terminals are located on the top of the battery between the green clips. Wipe the main body terminals, too – these are located in the battery-housing underneath the vacuum and look like metal prongs.

The On/ Off button is faulty

The Multi MK2 K9 is operated by an On/ Off button located on the handle. If there’s no power, no lights illuminated on the state-of-charge display when the battery has been fully charged and the lights were illuminated while it was charging, check to see if there is a blockage.

Remove all the attachments from the main body and try using the vacuum again. If there are still no lights and power, get in touch with us as we may need to send you a replacement part.

Is the power head’s brush-bar jammed?

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum

If the state-of-charge indicator on the battery is showing 4 solid red lights, the brush-bar may have jammed and your vacuum will automatically cut out.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

Check that the brush-bar is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

Twist the locking tab to the ‘unlocked’ position and pull the brush-bar from its housing.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If there is a decrease in power, the filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing. Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and push it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

Unpleasant Smell

The filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

If there is an unexpected smell coming from your Multi MK2 K9, the filter may need cleaning.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing. Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 K9 – this normally takes around 24 hours. Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

Check for blockages in the attachments

Unplug your Multi MK2 K9 from the mains and remove the battery.

If there is an unexpected smell coming from your Multi MK2 K9, there may be a blockage.

Remove all the attachments from the vacuum and clean them all out. Make sure they are completely dry before using them again. Reattach them and try using the vacuum again.

Is the power head’s brush-bar jammed?

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

If there is an unexpected smell coming from your Multi MK2 K9, the brush bar may have jammed.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

Replace the scented cartridge

Unplug your Multi MK2 K9 from the mains and remove the battery.

The Multi MK2 K9 comes with scented cartridges to enhance cleaning experience and leave rooms smelling fresh. Each time you wash the filter (we’d suggest doing this every month, depending on your cleaning schedule), replace the scented cartridge.

Remove the old cartridge from the top of the filter. Take the new cartridge and remove the plastic wrapper, then slide the new cartridge into the hole in the top of the filter. Regular changing of the cartridge ensures you’re getting a fresh burst of fragrance each time you vacuum. If cartridges are left for too long without being changed, they may emit an unpleasant smell and affect your cleaning experience.

Your Multi MK2 K9 needs a scented cartridge in place in order to work – do not try to operate it without one. Replacement scented cartridges are available online via our spares page.

Battery & Charging

Check that the battery is charged

We know that it sounds silly, but it’s always worth double checking that your vacuum is actually charged!

If the state-of-charge indicator on the handle has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the back of the battery before plugging it into the mains. The battery can be charged on or off the machine. We’d recommend removing the battery if you want to charge it for the full 4 hours.

As the battery charges, the LEDs will light up green in turn. Once fully charged, 4 green solid lights will show on the state-of-charge display.

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

If the state-of-charge display is showing 4 red lights, the power head’s brush-bar may have jammed

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

If the state-of-charge indicator on the handle is showing 4 solid red lights, the brush-bar may have jammed and your vacuum will automatically cut out.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side.

Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If there is a decrease in power, the bin may need emptying or refitting

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the bin is full, the suction levels will drop and the power will decrease as a result.

Remove the dirt bin, using its handles to pull it away from the main body. It should pull away easily, you can twist it if it feels a little bit stiff. Hold it over your bin and unclip the lid-release. Lift the tab to open the bin and release the dirt and debris.

To refit, make sure the bin is closed properly. Place the bin back into place on the main unit – there is a small slot on the body that the bin’s tab fits into. The bin will click when it’s correctly fitted, lying flush inside the main body.

If there is a decrease in power, the filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing.

Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

Check the state-of-charge display lights

•Red lights depleting while battery is charging

The battery has overheated. Remove the charger from the battery and leave it for 1 hour to cool before retrying.

•1 pulsating green light while battery is charging

This is the battery charging. Leave it to charge for 4 hours. Once 4 solid green lights appear, the battery is fully charged.

•1 flashing green light, then no lights while battery is charging

There is an issue with the charger. Remove the charger and check it for signs of damage. Check the charging port on the battery for signs of damage. If there are no signs of damage, try using the vacuum again. If the battery is still not charging, get it touch with us as we may need to send you a replacement part.

•4 solid red lights during use

There is a brush-bar jam or blockage. Remove the battery and attachments - check for blockages in the attachments. Reattach them and try using the vacuum again.

If there are no blockages, remove the brush-bar from the power brush head. Turn the power brush’s end cap to the ‘unlocked’ position and lift the brush-bar out. Check to see if the brush-bar spindle needs cleaning. Reattach the power brush head to the vacuum without the brush-bar in. Replace the battery and try using the vacuum again while the brush-bar is removed, being careful not to touch inside the machine while it’s on.

If the spindle is moving freely, remove the battery and refit the brush-bar. Refit the brush-bar, lining it up with the spindle-side first. Push the brush-bar back into its housing until it clicks into place. Lock the end cap in place by twisting the locking tab to the ‘locked’ position. Spin the bar to check it’s balanced and moves easily. Wait 10 seconds before reinserting the battery and trying to use the vacuum again. The machine will not start if the red lights are illuminated.

If all 4 lights are still showing red, remove the power brush head from the vacuum and try using it again. If your Multi MK2 now works while there is no power brush attached, get in touch with us as we may need to send you a replacement part.

•4 red lights constantly illuminated

Remove the bin and any attachments from the vacuum. Try using the vacuum again. If 4 red lights still appear, get in touch with us as we may need to send you a replacement part.

•4 green lights, then 1 green light

The battery has not charged properly. Remove the battery from the vacuum and charge it for 4 hours.

Reattach the battery when fully charged and try using the vacuum again. If the state-of-charge quickly drops back to 1 green light, get in touch with us as we may need to send you a replacement part.

These solutions normally work, but, if you’re still having problems, follow our charger troubleshooting guide below.

Check the charger

If you’ve worked your way through the above steps and your Multi MK2 K9’s still not working, it may be an issue with your charger. There are a few ways you can check if there’s an issue with the charger.

When the charger is plugged into the battery, there should be at least 1 light showing green. If there are no lights illuminated, continue to the next step.

If the charger fitting is loose, there will be excessive movement when it’s plugged into the battery, so get in touch with us as we may need to send you a replacement part.

Check to see if the charger gets warm when it’s charging the battery. Check for signs of damage to the charger cable. If it’s ripped or frayed, or if the pin is broken on the charger, you need a replacement charger to ensure your Multi MK2 K9 works safely. You can buy a replacement charger online via our spares page.

Check for signs of damage to the charging port in the battery. If you can’t see anything wrong with your charger but it’s still not working, try plugging it into another socket as it may be an issue with the mains.

If you have a spare charger, try using that one instead - the Multi MK2 K9 charger is compatible with the chargers for the other Multi products, AirRam/ K9, Pro/ K9, Power Floor/ K9, ST20, HT20 and Work Light.

If you’ve taken all the steps to check your battery and charger and your vacuum still isn’t charging, get in touch with us as we may need to send you a replacement part.

No Suction

The bin needs emptying or refitting

Unplug your Multi MK2 K9 from the mains and remove the battery.

If the bin is full, the suction levels will drop and the power will decrease as a result.

Remove the dirt bin, using its handles to pull it away from the main body. It should pull away easily, you can twist it if it feels a little bit stiff. Hold it over your bin and unclip the lid-release. Lift the tab to open the bin and release the dirt and debris.

To refit, make sure the bin is closed properly. Place the bin back into place on the main unit – there is a small slot on the body that the bin’s tab fits into. The bin will click when it’s correctly fitted, lying flush inside the main body.

The filter may be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Remove the filter from its housing in the dirt bin. Tap out the dirt from the filter and tip out any debris from the housing.

Wash the filter under the tap. Squeeze out any excess water and leave it to completely dry – this normally takes around 24 hours.

Wait until everything has completely dried before you reassemble the Multi MK2 K9 – this normally takes around 24 hours. Replace the bin by lining up the inner plastic tab against the hole in the main body and pushing it firmly into place.

Regularly maintaining the filter will help provide continued performance. The filter should be cleaned every 4 weeks or more frequently depending upon use. We sell spare filters via our spares page, if you want to enjoy uninterrupted cleaning while the original filter dries.

The battery is running low

There will be a small reduction in suction when the battery is running low. Recharge your battery to reinstate the usual level of suction. You can fully charge the Multi MK2 K9 in 4 hours, or charge it for a shorter period for a burst of cleaning time. 

Check that the battery is fitted correctly

Unplug your Multi MK2 K9 from the mains and remove the battery.

The sliding channels should be clear so that you can slide the battery back into its housing. When fitted correctly, the battery will click and secure into place.

The machine could be blocked

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove any tools from your Multi MK2 K9. Remove the dirt bin from the main body. Check for any blockages inside the bin-housing in the main body. Check the power head’s brush-bar and its housing for any blockages, too. Remove any hair/ thread from around the brush-bar and get rid of any dirt or debris inside its housing.

Check each tool for blockages while they’re not attached to the Multi MK2 K9. 

Suction port test

Remove the dirt bin and turn on the Multi MK2 K9. Place a piece of paper – not your hand! – over the motor suction port, located on the inside of the main body at the bottom of the bin-housing. If there is no sign of suction, remove the battery and check around the suction port for signs of damage to the seal. Get in touch with us as we may need to send you a replacement part.

Excessive Noise

Excessive air released from dirt bin can cause a noise

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place. It will click into place and lie flush with the main body when fitted correctly.

An issue with the seals can cause a whistling noise

Unplug your Multi MK2 K9 from the mains and remove the battery.

Remove the dirt bin by using the 2 plastic tabs to twist and pull it out of its housing. Check the for signs of damage to the rubber seal on the main body  – it’s located around the green suction port. If the seals are damaged, get in touch with us as we may need to send you a replacement part.

Replace the bin by lining the inner plastic tab up against the hole in the main body and pushing it firmly into place. It will click into place and lie flush with the main body when fitted correctly.

An issue with the brush-bar can cause a loud noise

Unplug your Multi MK2 K9 from the mains and remove the battery. Remove the power head from the vacuum.

Turn the power brush’s end cap to the ‘unlocked’ position and pull the brush-bar out. Remove trapped items and all dirt and debris from around the brush-bar. Use scissors to remove any hair/ thread from around the brush-bar – there are guide cutting lines to help you do this. Remove any hair that’s caught around the brush-bar spindle – this is located in the brush-bar-housing on the right-hand side. Check for damage to the brush-bar spindleand the ends of the brush bar, too.

Whilst the brush-bar has been removed, replace the battery and switch the vacuum on to see if the noise continues.

Refit the brush-bar by sliding it into the power brush and attaching it to the spindle. Lock the end cap in place. Spin the brush-bar to check it’s balanced and moves easily. Wait 10 seconds to allow the machine to cool before retrying. The machine will not start if the red lights are illuminated.

If any excessive noise continues, get in touch with us as we may need to send you a replacement part.

Tools

Trouble fitting or removing the tools

Unplug your Multi MK2 K9 from the mains and remove the battery.

To fit the power brush head, line up the white dots on the vacuum to the one on power brush head and push the tool onto the vacuum until it clicks into place. To remove the power brush head by pulling the green ring away from the vacuum to unlock the power brush head and pull the tool off the vacuum.

To fit the standard nozzle, line up the white dots on the vacuum to one on the nozzle tool and push the tool onto the vacuum until it clicks into place. To remove the standard nozzle by pulling the green ring away from the vacuum to unlock the nozzle tool and pull the tool off the vacuum.

All of the other tools will fit directly into the standard nozzle. To remove the other tools twist and pull them out of the standard nozzle.

Flexi hose damaged or not extending

Unplug your Multi MK2 K9 from the mains and remove the battery.

The green flexi hose is contained within the standard nozzle. Twist the end of the nozzle to release the hose.

If the hose is damaged, you can order a replacement standard nozzle online via our spares page. 

No manual available

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