Philips Sonicare DiamondClean Operating instructions

Troubleshooting

My Philips Sonicare toothbrush turns off by

itself

If your Philips Sonicare Toothbrush turns off or stops vibrating by itself, try our troubleshooting

advice below to solve this issue.

Check the brushing mode selected

Your toothbrush may come with different modes and settings. Once a mode is selected, the

toothbrush works for a specific time period and then turns off automatically.

Here is an overview of possible modes and their timings:

Clean = 2 minutes

White = 2:30 minutes

Polish = 1 minute

Gum care = 3 minutes

Sensitive = 2 minutes

Gum health = 3:20 minutes

Tongue care = 20 seconds

Changes in vibration while brushing

Does the vibration of your toothbrush change momentarily while brushing, but still continues to

vibrate? If yes, this means the time pacer or the pressure sensor is on.

These features indicate when you are supposed to move onto the next section of your teeth via a

brief change in vibration. These changes are normal. The toothbrush will automatically turn off

at the end of the brushing session.

Malfunction

If your toothbrush turns off before a brushing cycle is completed, there could be a malfunction in

your device. In this case please contact us for a repair or exchange.

My Philips Sonicare toothbrush is not

turning on

Does your Philips Sonicare toothbrush no longer turn on? If there are no vibrations when you press

the power button, you might want to use these possible causes and solutions to try and solve this

issue yourself.

Toothbrush is not charged

Place the toothbrush handle on the charger. Does the battery indicator blink or do you hear a beep?

If yes, your toothbrush needs to be charged.

When charging, make sure that you use the original charger that came with your Philips Sonicare

Toothbrush. Charging components are not interchangeable. If you have a DiamondClean handle,

see the matrix below to ensure that you are using a compatible charger.

Handle Name

DiamondClean

DiamondClean Smart

DiamondClean 9000

Code on bottom of handle

HX93, HX934,

HX935, HX936,

HX937

HX992, HX993

HX991

Code on bottom of charger base

HX9100

Type: CBA1001,

CBA2001, CBA3001

Type: CBA5001,

CBA4001

Also make sure that you plug your toothbrush into a working electrical socket to charge it.

Charging times may vary per toothbrush model. See your user manual for more details on charging.

The power button is stuck

Toothpaste residue can build up in the small gap around the power button. This might cause the

power button to get stuck and not function properly. Clean the power button and the area around it

with a damp cloth to make sure it is free of debris. We recommend removing the brush head after

each use and rinsing the brush head and the handle under water to remove residue.

For Smart Toothbrushes check firmware updates

If you are using a smart toothbrush, note that it gets software updates when connected to the app.

This happens through firmware updates. Some of these updates improve charging capability.

Follow these steps to check if you have the latest firmware installed on your toothbrush handle:

Update (or download) the latest version of the Philips Sonicare app from the App Store or

Google Play.

Open the Philips Sonicare app

Tap on the menu icon in the top left corner

Go to 'My Products'

Select your toothbrush

Select 'Handle update' to see if any updates are available

If you have updates available, please update the firmware of your handle by following the

instructions from the Philips Sonicare app.

If you have tried all the troubleshooting tips above, but your toothbrush is still not turning on,

then please contact us for further help.

The information on this page applies to the following models: HX6888/63 , HX6829/74 ,

HX9354/38 . more

I cannot connect my Philips Sonicare

Toothbrush with the Sonicare App

If you are unable to connect your Philips Sonicare Toothbrush to your Sonicare app, read some causes

and solutions below and use our instruction video on how to set up your toothbrush with the Sonicare

app.

Sonicare App or smartphone software is not updated

Sonicare App update

Ensure that you have the latest version of the Sonicare App installed on your smartphone.

Smartphone software update

Check to see if you have the latest operating system running on your smartphone:

Android smartphone that runs Android 6.0 and higher

iPhone that runs iOS 11.0 and higher

Not using the compatible toothbrush

The Sonicare app is only compatible with the following connected toothbrushes:

Philips Sonicare DiamondClean Smart

Philips Sonicare Flexcare Platinum Connected

ExpertClean

DiamondClean 9000

Philips Sonicare for Kids (Only compatible with Sonicare Kids App)

Toothbrush is not on

Turn on your toothbrush by either removing it from the charger or pressing the mode button. The lights

on the handle will illuminate to tell you that your toothbrush is turned on.

Toothbrush is not charged

If this is a new toothbrush and it is your first time trying to connect to the app, ensure that the

toothbrush handle is fully charged.

Bluetooth is not on or pairing

Check to see if the Bluetooth on your smartphone is turned on before opening the Sonicare App. If not,

go to the settings on your smartphone to turn on Bluetooth.

If it still does not connect, try to reset your Bluetooth network on your smartphone. Use below steps to

clear the cache of your Android or iPhone device:

Clear Bluetooth cache on Android

1. Go to Settings

2. Select "Application Manager"

3. Press "More" or the 3 dots in the upper right corner

4. Select "Show system apps"

5. Select "Bluetooth" or "Bluetooth share"

6. Select Storage

7. Tap "Clear Cache"

8. Restart your phone

9. Try to connect again following the steps on the Sonicare App

Clear Bluetooth cache on iOS

1. Go to "Settings"

2. Select "Bluetooth"

3. Make sure that Bluetooth is on

4. Under "my devices" tap the "info" icon next to the toothbrush

5. Select "Forget this device"

6. Try to connect again following the steps on the Sonicare App

Other devices are interfering

Keep your Philips Sonicare Toothbrush away from other Bluetooth devices as this may interfere with the

Bluetooth pairing.

If these solutions did not solve the issue, please contact us for further assistance.

My Philips Sonicare toothbrush does not

charge

Is your Philips Sonicare toothbrush not charging? Use these possible causes and solutions to try

and solve this charging issue yourself.

Not using the original charger

Make sure that you use the original charger that came with your Philips Sonicare toothbrush. The

charger that came with your toothbrush may not be compatible with another Philips Sonicare

Toothbrush.

The DiamondClean series requires different glass chargers. Although the chargers may look the same,

they are not compatible. See the table below to check if you are using the correct charger with your

Sonicare Toothbrush.

Handle Name

DiamondClean

DiamondClean Smart

DiamondClean 9000

Code on bottom of

handle

HX93, HX934, HX935, HX936,

HX937

HX992, HX993

HX991

Code on bottom of

charger base

HX9100

Type: CBA1001,

CBA2001, CBA3001

Type: CBA5001,

CBA4001

Toothbrush is not fully charged

Place your toothbrush handle on the charger. If you see the battery indicator light blinking, or if you

hear a beep, it means that your toothbrush is charging. Fully charge your Philips Sonicare Toothbrush for

24 hours.

If the flashing light turns off at some point during charging, this is normal.

Note: DailyClean 1100 model HX34.. models do not have a battery light. These toothbrushes beep twice

when placed on the charger to indicate they are charging.

Socket is not working

Try another appliance in the same socket. If that appliance is also not working, the issue might be with

the socket. Try a different outlet to fully charge your Philips Sonicare toothbrush. You might need to

reset a GFCI outlet.

Interferences

Metal surfaces or other chargers may interfere with your charger. Make sure that the charger is not

placed on a metal surface or near other chargers. Place the charger in a different position and try again.

Toothbrush is placed incorrectly in the charging glass or on

the charging pad

If your toothbrush comes with a charging glass or wireless charging pad, make sure that the bottom of

your toothbrush is touching the centre of the charging glass or charging pad.

For toothbrushes compatible with the Sonicare App

Your toothbrush gets software updates when connected to the app. This happens through firmware

updates. Some of these updates improve charging capability.

Follow these steps to check if you have the latest firmware installed on your toothbrush handle:

Update (or download) the latest version of the Philips Sonicare app from the App Store or Google Play.

Open the Philips Sonicare app

Tap on the menu icon in the top left corner

Go to "My Products"

Select your toothbrush

Select "Handle update" to see if any updates are available

If you have updates available, please update the firmware of your handle by following the instructions

from the Philips Sonicare app.

If none of these tips solved your issue then please contact us for further assistance.

My Philips Sonicare toothbrush makes a loud

noise

Philips Sonicare Toothbrushes use powerful vibrations that produce up to 62,000 brush strokes per

minute. The sound produced is louder than a manual toothbrush with no vibration. If this is your first

electric toothbrush, it can take a while to get used to electric brushing.

If you find the noise level abnormal, try our troubleshooting advice or see the video below to fix this

issue.

Identify where the noise is coming from

Remove the brush head. Do you still hear the same loud noise after removing the brush head?

If yes, the noise is coming from the handle. Please contact us for further assistance.

If no, (the noise is reduced) the noise might be coming from the brush head. Read the next tip.

Brush head not attached properly

Reattach the brush head. Make sure that the brush head is well placed and not loose or wobbly. A small

gap between the handle and the brush head is normal. This is needed for vibration.

Brush head is worn

If you have used the same brush head for more than three months, you might need to replace your

brush head. As brush heads wear out, they may start to produce more noise. We recommend replacing

the brush head every three months.

Use authentic Philips brand brush heads

Counterfeit brush heads may make more noise than genuine Philips Sonicare brush heads. We

recommend you use genuine Philips Sonicare brush heads. You can buy these from our online shop.

If these tips did not solve your issue, then please contact us for further assistance.

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