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. 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 - we’ll schedule a full service and diagnostic check. If it turns 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, don’t hesitate to reach out. Please submit a ticket in the Matic app (app -> settings -> contact us) and we would be more than happy to also set up a customer call to solve your issue!