Philips Sonicare ProtectiveClean 6100 Operating instructions

Troubleshooting

Philips Sonicare ProtectiveClean 6100

My Philips Sonicare toothbrush does not charge

The operational time for a fully charged toothbrush is generally between 2-3 weeks, based on

2, 2 minute brushing sessions per day. 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 and Sonicare 9900 Prestige series requires different 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

Smart

DiamondClean

9000

Sonicare 9900

Prestige

Code on bottom

of handle

HX93, HX934,

HX935, HX936,

HX937

HX992, HX993

HX991

HX999

Code on bottom

of charger base

MX9100

Type: CBA1001,

CBA2001, CBA3001

Type: CBA5001,

CBA4001

CBB1001,

CBB2001

Note: There are 2 charger models that are interchangeable and compatible across handles that

use 1 of these 2 chargers: HX6110 and HX6100

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 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

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

1. Philips Sonicare DiamondClean Smart

2. Philips Sonicare Flexcare Platinum Connected

3. ExpertClean

4. DiamondClean 9000

5. Philips Sonicare for Kids (Only compatible with the Sonicare Kids 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.

My Philips Sonicare toothbrush is not turning on

The operational time for a fully charged toothbrush is generally between 2-3 weeks, based on

2, 2 minute brushing sessions per day. 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

1. 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.

2. If your toothbrush has not been used or charged for a month or more, you may not see

the charging indication when you first place the handle on the charger. Leave the handle

in the charger and check after 24 hrs.

3. 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.

Charging components are not interchangeable

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

Sonicare Toothbrush.

If you have a DiamondClean handle or Sonicare 9900 Prestige, see the matrix below to ensure

that you are using a compatible charger.

Handle Name

DiamondClean

Smart

DiamondClean

9000

Sonicare 9900

Prestige

Code on bottom

of handle

HX93, HX934,

HX935, HX936,

HX937

HX992, HX993

HX991

HX999

Code on bottom

of charger base

MX9100

Type: CBA1001,

CBA2001, CBA3001

Type: CBA5001,

CBA4001

CBB1001,

CBB2001

Note: There are 2 charger models that are interchangeable and compatible across handles that

use one of these 2 chargers: HX6110 and HX6100

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.

My Philips Sonicare brush head falls off my toothbrush handle

If your Philips Sonicare brush head falls off your toothbrush handle, follow our solutions below.

Brush head is not attached properly

Ensure that the brush head is inserted properly and aligned in the same direction as the front

of the handle. Note: There will be a small gap between the brush head and handle. This is

normal behaviour.

Brush head or handle is dirty

Ensure that the bottom of the brush head and the area around the metal shaft is free of debris.

You can clean your brush head and the metal shaft with lukewarm water or a soft cloth.

Types of brush head

Are you using a brush head that is compatible with your Philips Sonicare toothbrush? Our

toothbrushes are only compatible with Philips Sonicare brush heads.

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.

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:

1. Android smartphone that runs Android 6.0 and higher

2. iPhone that runs iOS 11.0 and higher

Not using the compatible toothbrush

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

1. Philips Sonicare DiamondClean Smart

2. Philips Sonicare Flexcare Platinum Connected

3. ExpertClean

4. DiamondClean 9000

5. 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.

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.

My Philips Sonicare Toothbrush vibration is less powerful than

before

Is your Philips Sonicare toothbrush vibrating weakly or less powerfully than before? You can

view these possible causes and solutions to try and solve this issue yourself.

The easy-start feature is activated

Some models come with the easy-start feature activated. The easy-start feature enables you to

increase the vibrations over time to get used to electric brushing. Disable the easy-start feature

to increase the vibrations. You can find detailed instructions in the user manual that came with

your Philips Sonicare toothbrush to deactivate the easy-start feature.

The battery is almost empty

The operational time for a fully charged toothbrush is generally between 2-3 weeks, based on

2, 2 minute brushing sessions per day. The vibrations of your Philips Sonicare toothbrush

weaken as the battery runs out. Fully charge your toothbrush to increase the vibrations. It can

take up to 24 hours to fully charge your Philips Sonicare toothbrush. Be sure to use the original

charger that came with your toothbrush. Some Philips Sonicare toothbrushes come with

different types of charger. They are not interchangeable.

If you have a toothbrush with replaceable batteries, (no charger), it's time to replace the

batteries.

The brush head is worn

Older brush heads can seem less effective or powerful while brushing. We recommend that you

replace your brush head after 3 months of use.

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