Step 1: Reinsert the Brush Roll
Open the cleaning head flap. If you see something wrapped around the brush roll, that's likely the cause.
- Push in on the right side and pull up from the left to remove the brush roll.
- Remove any hair collected around either end of the brush roll.
- To reinsert: align the orange hexagonal end with the orange tip inside the cleaning head, then gently slide the other end into place, following the arrow direction until you feel a click.
- Give the brush roll a manual spin 3–4 times to make sure it moves freely.
- Press Play/Pause once to clear the error, then press it again to resume the vacuum session.
Step 2: Check the Orange Hexagonal End of the Brush Roll
Remove the brush roll and check the orange hexagonal end. If the edges have rounded out or lost their shape, replace the brush roll. If it looks fine, take a picture of it. You'll need this for support.
Healthy hex:
Worn hex - replace the brush roll:
Step 3: Test the Orange Driver
Go to Settings > Troubleshooting Data > Advanced Controls > Motors > Run Brush Roll Motor. You should see the orange driver spin consistently for about a second.
Need more help?
If the “brush roll misinserted, missing or jammed” error continues after these steps, please reach out. Submit a ticket in the Matic app (Settings > Support > Contact Us) and we'll look into your issue.
Please include the following in your ticket to help our engineers resolve the issue:
- Remove the brush roll from Matic and send us a picture of the orange hexagonal end and the orange driver in the Matic.
-
With the brush roll removed, navigate to Settings -> troubleshooting data -> advanced controls -> run brush roll motor.
- Command Matic to sweep and send us a video of the cleaning head with the flap raised.