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.