Philips Sonicare DiamondClean 9000 Operating instructions

Troubleshooting
Philips DiamondClean 9000
My Sonicare toothbrush is not turning on
Is your Philips Sonicare Toothbrush no longer turning on or will not charge? The operational
time for a fully charged toothbrush is between 2-3 weeks, based on 2, 2-minute brushing
sessions per day. If there are no vibrations when you turn your toothbrush on, your toothbrush
may have run out of battery, and it will need to be charged.
Try the following to resolve this issue:
1. Place the toothbrush handle on the charger. Charge your toothbrush if the battery
indicator light blinks or if you hear a beep.
2. If you have not used your toothbrush for a month or more, leave the handle in the
charger and check after 24 hours. You may not immediately see a charging indicator
when you first place the handle on the charger.
3. Ensure that you plug your toothbrush into a working socket to charge it. Charging times
may vary per toothbrush model. See your user manual for more details.
Charger compatibility
If you are not using the original charger that came with your toothbrush, your toothbrush may
not charge properly. This could cause the toothbrush to not turn on. Ensure that you use the
original charger as not all charging bases are interchangeable
The power button is stuck
Toothpaste residue can build up in the gap around the power button causing it to get stuck and
not turn on. Clean the power button and the surrounding area with a damp cloth to ensure that
it is free of debris. We recommend removing and rinsing the brush head underwater after each
use 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 Sonicare toothbrush turns off by itself
If your Philips Sonicare toothbrush turns off by itself, it may be due to the mode selected or
another feature of your toothbrush.

Your toothbrush will turn off automatically when the recommended cleaning time is up. This is
based on the cleaning mode selected. Cleaning mode times can range from 20 seconds to
3.5 minutes.
Suppose your toothbrush only stops vibrating momentarily as you brush. In that case, it may be
because the pacer or pressure sensor features are activated. These features let you know when
to brush a different area of your mouth or if you are pressing too hard while brushing.
Changes in vibration while brushing
Does the vibration of your toothbrush change momentarily while brushing, but 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 Sonicare toothbrush does not charge
If your Philips Sonicare toothbrush does not charge when plugged in, try to charge it using a
different outlet. If this did not help, please try the other solutions below.
Your toothbrush or charger is not placed correctly
Check that the charger is not placed on a metal surface or near other chargers, as this may
cause interference. If you use a charging stand, pad or glass, ensure that your toothbrush is
placed centrally on the charger.
You are not using the original charger
Make sure that you use the original charger that came with your Philips Sonicare toothbrush.
Non-original chargers may not be compatible with your toothbrush.

Your toothbrush firmware is not up to date
If your toothbrush is compatible with the Sonicare app, check to make sure that you have the
most up-to-date firmware. This will help to improve your overall experience of your Sonicare
toothbrush. Follow the steps below to check if your firmware is up to date:
1. Make sure that your toothbrush is within Bluetooth range.
2. Open the Sonicare app and tap the three dots icon in the bottom right corner.
3. Select "My Products" from the main menu of the Sonicare app,
4. Choose your toothbrush,
5. Tap on "Handle update" to see if updates are available. If so, install the firmware
updates.
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 Sonicare toothbrush is vibrating less than before
If your Philips Sonicare toothbrush vibrates less powerfully than usual, it may indicate that the
battery needs to be charged.
1. It could also mean that your brush head is worn. We recommend replacing your brush
head every three months. You can purchase a new brush head by visiting the Philips
online shop.
2. The mode selected impacts the vibration level on many Sonicare models. Refer to the
user manual for your device to learn how to adjust this setting.
1. Some models also have an EasyStart feature that slowly increases the vibration level.
This feature occurs over the first fourteen brushing sessions. Suppose the vibration
level of your toothbrush has suddenly reduced. In that case, it may be a sign that
EasyStart has been activated.
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.
You can purchase a replacement brush head by visiting the Philips Toothbrush Head
replacement page.

My Philips Sonicare toothbrush vibration is too powerful
If you find that your Philips Sonicare Toothbrush vibration is too powerful, you can adjust the
intensity settings. Below you will find tips and more information on how you can adjust it.
First time use
If you are using your Sonicare toothbrush for the first time, it is normal to feel more vibration
than when using a non-electric toothbrush.
We advise you to activate the EasyStart setting, which is a feature that gently increases the
power over the first 14 brushing sessions to help you get used to electric brushing.
To activate the EasyStart feature, see the user manual for step-by-step instructions.
Adjust the intensity setting
Your Philips Sonicare toothbrush gives you the option to choose between 3 different vibration
intensity levels: low, medium, and high. To adjust the settings, simply press the mode/intensity
button while brushing.
1 bar = low intensity
2 bars = med intensity
3 bars = high intensity
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.
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.
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.