1. Make sure the brush roll is seated properly
Remove the brush roll, clear any hair or debris from both ends, and reinsert it. Be sure both ends are aligned and the brush can spin freely.
2. Inspect the duct flap and ensure nothing is blocking it
Open the cleaning head flap and check that nothing is preventing the duct flap from closing. Remove any debris blocking the duct flap.
2. Inspect the HEPA bag tab
Open Matic's lid
Press the black tab on the bag so that it is all the way down
3. Check the orange hexagonal end for wear
The orange plastic end of the brush roll can wear down over time. If it looks worn, the brush roll may need to be replaced. If you have any questions, feel free to submit a ticket with a close-up photo of that end.
3. Gently test the internal driver
Take a look inside the cleaning head where the brush roll connects. Gently turn the orange driver with your fingers:
If it spins freely with no resistance, let us know. It should turn with light resistance. That means the motor is working as expected.
Need more help?
If the “brush roll mis-inserted” alert 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:
- Please remove the brush roll from Matic and send us a picture of the orange hexagonal end.
- Please command Matic to sweep and send us a video of the cleaning head with the flap raised.