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
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
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.