Pro K9 support

Identify the problem area

Identify the problem area
Identify the problem area
  1. 1 Power brush head & brush-bar
  2. 2 Triple-layer bags (x5)
  3. 3 Dusting brush
  4. 4 Crevice tool
  5. 5 Charger
  6. 6 1. 'Max'/'Eco' mode switch 2. On/Off button
  7. 7 Ergonomic handle
  8. 8 Main body
  9. 9 Scented cartridge
  10. 10 Lid
  11. 11 Removable battery with state-of-charge indicator
  12. 12 Quick-release attachments
  13. 13 Target light
  14. 14 Nozzle
  15. 15 Extension tube
  16. 16 Quick-release attachments
  17. 17 Power-brush floor head
  18. 18 Aluminium end caps
  19. 19 LED headlights
  20. 20 Riser visor (front seal)
  21. 21 Brush-bar & spindle
  22. 22 Scented cartridges (x6)

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 battery has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the side 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 solid green lights will show on the battery’s display. 

Make sure the charger is unplugged

Your Pro K9 vacuum 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 Pro K9 vacuum from the mains and remove the battery.

Ensure the battery-housing at the bottom of the main body is clear, and that the bottom of the battery is placed into the housing at the bottom first. Then push the battery against the main body. When fitted correctly, the battery will click and secure into place. 

The battery terminals may be dirty or damaged

Unplug your Pro K9 vacuum from the mains and remove the battery.

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

Remove the battery and use a dry, soft cloth to wipe it clean and check for any damage. The battery terminals are located on the top of the battery, just above the ratings label. Wipe the main body terminals, too – these are located in the battery-housing on the front of the main body by the nozzle and look like metal prongs. 

The On/ Off button is faulty

Pro K9 vacuum is operated by an On/ Off button located on the handle. If there’s no power, no lights illuminated on the battery indicator when the battery has been fully charged but 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 Pro K9 vacuum 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 Pro K9 vacuum 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. 

The bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, it may affect the run-time of your Pro vacuum.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Check for blockages in the attachments

Unplug your Pro K9 vacuum from the mains and remove the battery.

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

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

The bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If there is an unexpected smell coming from your Pro, the bag may need changing.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Is the power head’s brush-bar jammed?

Unplug your Pro K9 vacuum from the mains and remove the battery. Remove the power brush head from the vacuum.

If there is an unexpected smell coming from your Pro vacuum, 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 Pro K9 vacuum from the mains and remove the battery.

The Pro K9 vacuum 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 vacuums lid. Take the new cartridge and remove the plastic wrapper, then slide the new cartridge into the hole in the lid of the vacuum. 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 Pro K9 vacuum 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 battery has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the side 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 solid green lights will show on the battery’s display. 

Check that the battery is fitted correctly

Unplug your Pro K9 vacuum 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 Pro K9 vacuum from the mains and remove the battery.

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

Remove the battery and use a dry, soft cloth to wipe it clean and check for any damage. The battery terminals are located on the top of the battery, just above the ratings label. Wipe the main body terminals, too – these are located in the battery-housing on the front of the main body by the nozzle and look like metal prongs. 

If the battery is showing 4 red lights, the power head’s brush-bar may have jammed

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.

If there is a decrease in power, the bag may need changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, it may affect the run-time of your Pro vacuum. Remove and dispose of the full bag.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Check the battery 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

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 Pro vacuum 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 solid red lights illuminate then turn off

Remove any attachments and 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.

If the red lights disappear reattach the power brush head to the extension tube and retry. If this does not work, get in touch with us as we may need to send you a replacement part.

•4 solid red lights, then off and on again for 10 seconds

Remove any attachments and 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.

If the red lights disappear reattach the power brush head to the extension tube and retry. If this does not work, get in touch with us as we may need to send you a replacement part.

•4 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.

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

Check the charger

If you’ve worked your way through the above steps and your Pro 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 a solid 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 charge to ensure your Pro K9 works safely. You can buy a replacement charger online via our spares page.

If you have a spare charger try that one instead – the Pro K9 charger is compatible with the charger for the other Pro products/ AirRam/ K9/ Multi/ 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 bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, the pick-up performance levels will drop and the power will decrease as a result.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

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 Pro vacuum 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 Pro K9 vacuum from the mains and remove the battery.

Ensure the battery-housing at the bottom of the main body is clear, and that the bottom of the battery is placed into the housing at the bottom first. Then push the battery against the main body. When fitted correctly, the battery will click and secure into place. 

The vacuum could be blocked

Unplug your Pro K9 vacuum from the mains and remove the battery. Remove any tools from your Pro vacuum.

Check the nozzle on the vacuum, as well as each attachment, for blockages. Check for signs of damage to the hose, too – if there any cracks or holes, the suction will reduce. You can buy spare or replacement parts online via our spares page.

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 Pro vacuum. Once checked, replace the extension tube or hose first, reinsert the battery and check the suction. Next, replace the power head brush or crevice tool and check the suction.

You’ve selected ‘Eco’ mode

If you’ve selected ‘Eco’ mode, the suction levels will drop slightly compared to ‘Max’ mode. This is because ‘Eco’ mode works to conserve battery life. You can toggle between the two power modes by sliding the switch in front of the On/ Off button. 

Check that the bin lid and bag are fitted correctly

Unplug your Pro K9 vacuum from the mains and remove the battery.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Suction port test

Remove the dirt bin and turn on the Pro vacuum. 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 the lid can cause a noise

Unplug your Pro K9 vacuum from the mains and remove the battery.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Check that the rubber seal around the lid is not damaged.

Refit the lid, making sure it is tightly closed. The lid will click into place and lie flush with the main body when correctly fitted. 

An issue with the power brush can cause a noise

Unplug your Pro K9 vacuum from the mains and remove the battery.

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.

If the brush-bar appears to be damaged beyond usual wear and tear, get in touch with us as we may need to send you a replacement part.

If the brush bar is not damaged, 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.

Once cleaned, replace the brush-bar and battery and try using the vacuum again

Trouble fitting tools to the vacuum

Unplug your Pro K9 vacuum from the mains and remove the battery.

To fit the power brush head line up the sliding channel on the top of the nozzle and slide the power brush head onto the nozzle of the vacuum.

To fit the extension tube, take the end with the green latches on the sides and line up the sliding channel on the top of the nozzle and slide the extension tube onto the nozzle of the vacuum.

All of the other tools will fit directly into the nozzle.

To fit the car kit tools , attach the dusting brush first and then the car kit tools

Trouble removing tools from the vacuum

Unplug your Pro K9 vacuum from the mains and remove the battery.

To remove the power brush head, press in the green latches on the sides and pull the power brush head off the nozzle of the vacuum.

To remove the extension tube, press in the green latches on the sides and by pulling the green ring away from the vacuum to unlock the tube and pull the tool off the vacuum.

To remove the other tools twist and pull them out of the nozzle or dusting brush.

Trouble fitting tools to the extension tube

Unplug your Pro K9 vacuum from the mains and remove the battery.

To fit the power brush head line up the sliding channel on the extension tube and slide the power brush head onto the tube.

All of the other tools will fit directly into the nozzle. 

Trouble removing tools from the extension tube

Unplug your Pro K9 vacuum from the mains and remove the battery.

To remove the power brush head, press in the green latches on the sides and pull the power brush head off the extension tube.

To remove the other tools twist and pull them out of the nozzle or dusting brush.

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 battery has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the side 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 solid green lights will show on the battery’s display. 

Make sure the charger is unplugged

Your Pro K9 vacuum 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 Pro K9 vacuum from the mains and remove the battery.

Ensure the battery-housing at the bottom of the main body is clear, and that the bottom of the battery is placed into the housing at the bottom first. Then push the battery against the main body. When fitted correctly, the battery will click and secure into place. 

The battery terminals may be dirty or damaged

Unplug your Pro K9 vacuum from the mains and remove the battery.

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

Remove the battery and use a dry, soft cloth to wipe it clean and check for any damage. The battery terminals are located on the top of the battery, just above the ratings label. Wipe the main body terminals, too – these are located in the battery-housing on the front of the main body by the nozzle and look like metal prongs. 

The On/ Off button is faulty

Pro K9 vacuum is operated by an On/ Off button located on the handle. If there’s no power, no lights illuminated on the battery indicator when the battery has been fully charged but 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 Pro K9 vacuum 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 Pro K9 vacuum 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. 

The bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, it may affect the run-time of your Pro vacuum.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Unpleasant smell

Check for blockages in the attachments

Unplug your Pro K9 vacuum from the mains and remove the battery.

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

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

The bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If there is an unexpected smell coming from your Pro, the bag may need changing.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Is the power head’s brush-bar jammed?

Unplug your Pro K9 vacuum from the mains and remove the battery. Remove the power brush head from the vacuum.

If there is an unexpected smell coming from your Pro vacuum, 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 Pro K9 vacuum from the mains and remove the battery.

The Pro K9 vacuum 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 vacuums lid. Take the new cartridge and remove the plastic wrapper, then slide the new cartridge into the hole in the lid of the vacuum. 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 Pro K9 vacuum 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 battery has 1 flashing green light, charge the battery for the full 4 hours. Plug the charger into the charging port on the side 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 solid green lights will show on the battery’s display. 

Check that the battery is fitted correctly

Unplug your Pro K9 vacuum 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 Pro K9 vacuum from the mains and remove the battery.

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

Remove the battery and use a dry, soft cloth to wipe it clean and check for any damage. The battery terminals are located on the top of the battery, just above the ratings label. Wipe the main body terminals, too – these are located in the battery-housing on the front of the main body by the nozzle and look like metal prongs. 

If the battery is showing 4 red lights, the power head’s brush-bar may have jammed

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.

If there is a decrease in power, the bag may need changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, it may affect the run-time of your Pro vacuum. Remove and dispose of the full bag.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Check the battery 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

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 Pro vacuum 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 solid red lights illuminate then turn off

Remove any attachments and 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.

If the red lights disappear reattach the power brush head to the extension tube and retry. If this does not work, get in touch with us as we may need to send you a replacement part.

•4 solid red lights, then off and on again for 10 seconds

Remove any attachments and 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.

If the red lights disappear reattach the power brush head to the extension tube and retry. If this does not work, get in touch with us as we may need to send you a replacement part.

•4 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.

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

Check the charger

If you’ve worked your way through the above steps and your Pro 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 a solid 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 charge to ensure your Pro K9 works safely. You can buy a replacement charger online via our spares page.

If you have a spare charger try that one instead – the Pro K9 charger is compatible with the charger for the other Pro products/ AirRam/ K9/ Multi/ 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 bag needs changing

Unplug your Pro K9 vacuum from the mains and remove the battery.

If the bag is full, the pick-up performance levels will drop and the power will decrease as a result.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the new bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

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 Pro vacuum 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 Pro K9 vacuum from the mains and remove the battery.

Ensure the battery-housing at the bottom of the main body is clear, and that the bottom of the battery is placed into the housing at the bottom first. Then push the battery against the main body. When fitted correctly, the battery will click and secure into place. 

The vacuum could be blocked

Unplug your Pro K9 vacuum from the mains and remove the battery. Remove any tools from your Pro vacuum.

Check the nozzle on the vacuum, as well as each attachment, for blockages. Check for signs of damage to the hose, too – if there any cracks or holes, the suction will reduce. You can buy spare or replacement parts online via our spares page.

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 Pro vacuum. Once checked, replace the extension tube or hose first, reinsert the battery and check the suction. Next, replace the power head brush or crevice tool and check the suction.

You’ve selected ‘Eco’ mode

If you’ve selected ‘Eco’ mode, the suction levels will drop slightly compared to ‘Max’ mode. This is because ‘Eco’ mode works to conserve battery life. You can toggle between the two power modes by sliding the switch in front of the On/ Off button. 

Check that the bin lid and bag are fitted correctly

Unplug your Pro K9 vacuum from the mains and remove the battery.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Now dispose of the full bag.

Ensure you fit the bag correctly, making sure the green cap has been opened before attaching the bag to the lid. The green cap should be hanging towards the back of the vacuum, facing the handle side in order to prevent it from blocking the nozzle hole.

The lid will click securely into place and will sit flush with the main body when it’s in the correct position.

Suction port test

Remove the dirt bin and turn on the Pro vacuum. 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 the lid can cause a noise

Unplug your Pro K9 vacuum from the mains and remove the battery.

Remove the lid by using the 2 plastic tabs and pulling the lid up and away from the vacuum. Check that the rubber seal around the lid is not damaged.

Refit the lid, making sure it is tightly closed. The lid will click into place and lie flush with the main body when correctly fitted. 

An issue with the power brush can cause a noise

Unplug your Pro K9 vacuum from the mains and remove the battery.

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.

If the brush-bar appears to be damaged beyond usual wear and tear, get in touch with us as we may need to send you a replacement part.

If the brush bar is not damaged, 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.

Once cleaned, replace the brush-bar and battery and try using the vacuum again

Tools

Trouble fitting tools to the vacuum

Unplug your Pro K9 vacuum from the mains and remove the battery.

To fit the power brush head line up the sliding channel on the top of the nozzle and slide the power brush head onto the nozzle of the vacuum.

To fit the extension tube, take the end with the green latches on the sides and line up the sliding channel on the top of the nozzle and slide the extension tube onto the nozzle of the vacuum.

All of the other tools will fit directly into the nozzle.

To fit the car kit tools , attach the dusting brush first and then the car kit tools

Trouble removing tools from the vacuum

Unplug your Pro K9 vacuum from the mains and remove the battery.

To remove the power brush head, press in the green latches on the sides and pull the power brush head off the nozzle of the vacuum.

To remove the extension tube, press in the green latches on the sides and by pulling the green ring away from the vacuum to unlock the tube and pull the tool off the vacuum.

To remove the other tools twist and pull them out of the nozzle or dusting brush.

Trouble fitting tools to the extension tube

Unplug your Pro K9 vacuum from the mains and remove the battery.

To fit the power brush head line up the sliding channel on the extension tube and slide the power brush head onto the tube.

All of the other tools will fit directly into the nozzle. 

Trouble removing tools from the extension tube

Unplug your Pro K9 vacuum from the mains and remove the battery.

To remove the power brush head, press in the green latches on the sides and pull the power brush head off the extension tube.

To remove the other tools twist and pull them out of the nozzle or dusting brush.

No manual available

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