Embedded Files
PROCESS OUTLINE
If a customer contacts us due to a defective unit, we don't focus on the order number. We focus on trying to fix the unit first.
We provide basic troubleshooting steps first and ask customers to inform us if they did other steps that weren't mentioned.
We only ask for the Order Details if we have tried everything to fix it and still did not work.
Sometimes customers had already performed basic troubleshooting steps before reaching out to us. For this reason, it's best to confirm first before sending them TS steps:
Suggested Scripting:
"It's understandably frustrating when a machine isn't functioning as it should. I'm here to assist you with that.
Before I provide you with some troubleshooting steps, could you let me know if you've already attempted any fixes on your own?
Sharing what you've tried would greatly help me diagnose the issue more efficiently."
TROUBLESHOOTING COMMON ISSUES
ISSUE
Power
DESCRIPTION / POSSIBLE CAUSE
Loose power connection or faulty outlet
Power adapter/cable issues
Internal circuit failure
Improper filter installation (MA-50)
Electrical board is not attached properly (MA-25)
TROUBLESHOOTING STEPS
Try a different power outlet
Ensure power cord is properly connected
Reset the unit if needed. Press the power button for 30-45 seconds.
If MA-50, follow the steps below:
Request to try running the unit first to confirm if the unit is the actual problem or filter installation.
Lay the unit on its side and request to apply a bit more pressure when pushing the filter
Request to push all sides of the filter just to make sure it is snugly fitted inside the unit
Slide the filter lock to the right
Keep the unit on its side; plug in the unit first before requesting to install the back cover so you can hear the beeping sound (an indicator that the unit will turn on).
Request to install the back cover and ensure there’s no slight gap.
Knock all sides of the back cover until they hear the beeping sound.
If MA-25, no lights in the control panel (proceed with MA-25 extra TS steps).
Carefully remove the top of the unit and under the lid, you will see the electrical board.
Just snap that back in the clasps and close it up.
It can possibly be the electrical board coming loose from the clips during shipping.
Here is the video link for your reference: MA-25 Troubleshooting
Note: If a customer says the electrical board is attached but the unit is still not working properly, advise to reattach.
**Special Handling for MA-40 UV Units Only**
Check the magnet – Make sure the magnet on the top of the back cover is still attached. The unit won’t turn on without it. See attached a photo below:
ISSUE
Fan
DESCRIPTION / POSSIBLE CAUSE
Faulty fan motor
Control panel malfunction
TROUBLESHOOTING STEPS
Try running the fan at different speeds
Reset the unit. Press the power button for 30-45 seconds.
**Special Handling for MA-40UV Units Only**
Check the magnet – Make sure the magnet on the top of the back cover is still attached. Fan wont run properly without it. See attached a photo for your reference.
ISSUE
LED Light Issue
DESCRIPTION / POSSIBLE CAUSE
LED malfunction
Loose internal wiring
Electrical failure
TROUBLESHOOTING STEPS
Reset the unit.
Press the power button for 30-45 seconds.
If indicators don’t respond but unit works, it’s a cosmetic issue
If unresponsive, check warranty claim eligibility and replace the unit
ISSUE
Air Quality Sensor
DESCRIPTION / POSSIBLE CAUSE
Sensor covered with dust/debris
Malfunctioning sensor
TROUBLESHOOTING STEPS
Provide steps on how to clean the air quality sensor.
Please take a hair dryer, open the small sensor door on the back of the unit near the top and blow cold air into it for 10 seconds. This will fix the reading right away. The MA-40 has a high-quality laser sensor and something is blocking it that is the reason behind the erratic change in color. It is probably just dust.
Use dry cotton buds (Q-tips), or soft brush, or cloth to clean the intake and outlet of the air quality sensor.
Disassemble the cover of the air quality sensor.
For MA-40v.1: If still the same, have the customer access the sensor to clean, they can use a soft brush or Q-tip to wipe clean the sensor.
Have the customer open the little box on the back and run a hair dryer on high for 5-10 seconds to blow all the dust out. If they can use compressed air, much better.**most of the time this should work**if still the same issue, follow the sensor replacement steps and escalate to L2
ISSUE
UV Light
DESCRIPTION / POSSIBLE CAUSE
UV bulb burned out
UV function not activating properly
Note:
UV bulb lasts 15,000 hrs.
1.7 yrs (running 24 hrs every single day)
5 years (running 8 hrs per day)
There is no need to replace the UV light bulb after a year. (Internal Information ONLY)
TROUBLESHOOTING STEPS
Ensure UV button is turned on
Request to place the unit in a darker room to verify if the UV light is not working.
If the UV lights are not illuminating, we will have to replace the whole machine.
Note:
The room must be dark, and the light does take a few minutes to shine after it is turned on.
It will take at least 5-10 minutes before the UV light illuminates
On the MA-125UV unit, the UV light placement is on the back side in front of the filter. Photo for reference
On the MA-112UV unit, the UV light placement is below the fan on each side the filter is on. Photo for reference
On the MA-40UV unit, the UV light is placed at the top of the machine on the side of the filter. Photo for reference
ISSUE
Filter Cover Issues
MA-14
MA-22
MA-12 PRO
DESCRIPTION / POSSIBLE CAUSE
Misalignment of cover/latch mechanism
Filter is not properly installed
UV function not activating properly
TROUBLESHOOTING STEPS
Align cover with grooves before closing
Press and hold while sliding to engage latch
Apply even pressure on both sides if stuck
ISSUE
Remote Control Issues
MA-35 and MA-45
DESCRIPTION / POSSIBLE CAUSE
Low or dead battery
Forgot to remove the battery insulation
Signal interference
Remote not paired properly (MA-45)
Unlike the MA-45 remote needing instructions to pair the remote to the unit, the MA-WM35 remote replacement does not require a reboot process. Customer just needs to use the new remote to control the unit directly.
Note: When configuring, ensure that the remote control is within 10 meters of the unit.
When configuring, ensure there is no barrier between the remote control and the unit.
The remote control only needs to be paired once and does not need to be configured again for subsequent use
TROUBLESHOOTING STEPS
Replace batteries (CR 2032)
Request to remove the battery insulation
Point remote directly at unit and press firmly
Reset the unit (Press the power button for 30-45 seconds) and retry
Request to pair the remote (MA-45)
REMOTE CONTROL CONFIGURATION FOR MA-WM45
Remove the battery insulation of the remote control.
Plug the unit in.
Long press the timing button of the remote control for 3S within 20 seconds after plugging in.
If you hear the unit buzzer "beep" twice and all key indicators blink 5 times, it means that the
Remote control is successfully paired. Once paired, the remote control can control the unit.
ISSUE
Blinking Power Button
(Standby Mode)
DESCRIPTION / POSSIBLE CAUSE
Normal standby mode for MA-14, MA-15, MA-18,
MA-22, MA-25, MA-35, MA-40, MA-125, MA-CAR
(Reminder that the unit is plugged in but not operating)
TROUBLESHOOTING STEPS
Educate customers that it’s normal
Unplug the unit to fully turn it off
ISSUE
Filter Light is Red / Blinking
DESCRIPTION / POSSIBLE CAUSE
Filter light indicator needs to be reset after new filter installation
TROUBLESHOOTING STEPS
Follow the steps outlined in the product manual to reset the filter light indicator
ISSUE
Power Cord Issue
DESCRIPTION / POSSIBLE CAUSE
Damaged or broken power cord
TROUBLESHOOTING STEPS
Ask probing questions from the customer to get more details.
If it is the customer’s fault, explain that this is not covered on the lifetime warranty.
If the power cord is attached, the entire unit needs replacement.
Offer 20% off to purchase a new unit.
If the power cord is detached, inform the customer that he/she can purchase the power cord for $10.99 before tax.
ISSUE
Odor
DESCRIPTION / POSSIBLE CAUSE
New filter (plastic/chemical smell)
Old filter (musty/dirty smell)
Contaminants trapped in the filter
TROUBLESHOOTING STEPS
See Below
ODOR OR SMELL ISSUE
ISSUE
Nice
Sweet
Fruity
DESCRIPTION / POSSIBLE CAUSE
A sweet smell coming from an air purifier is actually a good thing because it means that the carbon filter in the product is fresh and working well.
When brand-new out of the box, the carbon filter will produce an almost dessert-like smell. It will go away in time.
TROUBLESHOOTING STEPS
If it’s new: Just let it run for a few hours. The sweet smell will usually go away.
Ask the customer to try and observe the smell for a week.
If it’s not new:
Try putting the HEPA filter in the sun for a bit. If the sweet smell is still there after and the smell becomes too pungent and the customer is bothered by this, we can try to replace the filter and observe if it will still produce the same smell
Note: Replacing the filter is for lead's approval
ISSUE
Plastic
DESCRIPTION / POSSIBLE CAUSE
It is natural and the smell will gradually dissipate if your brand new air purifier creates a plastic smell within the first few days of using.
TROUBLESHOOTING STEPS
Make sure the plastic has been removed before installing the filters.
Recommend to move the unit to a different location where the smell isn't lingering or wait until the smell is gone before proceeding, so as not to cloud judgment.
Run the unit for 3-5 minutes without the filter, please take note that they should have the front panels on as the machine might not turn on for safety protocols. If the odor goes away then we can escalate for filter replacement
INTERNAL NOTE ONLY:
If the strong plastic smell is very obvious or the customer says that there's like a strong burning plastic smell, this could be due to the burning plastic from wire short-circuit. Tell the customer not to use the air purifier.
ISSUE
Wet Dog
Musty
Grunge Smell
DESCRIPTION / POSSIBLE CAUSE
When the air purifier starts to emit this musty wet dog smell, there may be bacteria, mold spores, or mildew growing inside the machine.
Grunge smells like an old pickup truck on the way to the fields. Like leather gloves while mending the fences. Like sweaty dirty
A "musty'" smell is often described as a damp, earthy, or stale odor. It can be reminiscent of mold or mildew, giving the impression of something old or not well-ventilated. A musty smell often indicates mold or mildew growth, usually due to damp filters. It’s a common issue in humid environments or if the air purifier hasn’t been used regularly.
A wet dog smell can sometimes be a sign of wet wood, dry rot, or mold growth
TROUBLESHOOTING STEPS
Ask the customer when was the filter replaced.
Check the filters, air inlet, and outlet to see if there are any signs of dirt, grime, or microbes infestation.
Check that the air purifier is dry and clean.
Remove the filter from the air purifier and leave them in the sun for a few hours to dry. This often removes musty smells. Then put them back and see if the smell is gone. If it’s still there, filter replacement will be needed to resolve the issue
ISSUE
Strong Chemical Smell
DESCRIPTION / POSSIBLE CAUSE
If the unit came with no plastic around the filters. That could be one of the problems of the smell,
Since the plastic was not around the filter, the charcoal filter may have picked up some of the VOCs while in the box.
Sometimes when the unit is packed up right from the factory, it still has the "smell" of a new unit.
TROUBLESHOOTING STEPS
Ask the customer to run the unit for 24-48 hours straight and see if that clears up the plastic smell, ONLY if the smell is not too terrible
ISSUE
Burnt Smell
DESCRIPTION / POSSIBLE CAUSE
This may be the failure of electrical components or the problem of cables that cause the plastic layer to melt.
TROUBLESHOOTING STEPS
When the air purifier starts to emit a distinct smell similar to a fish or burning candle, turn it off immediately. Tell the customer not to use the air purifier.
ISSUE
Sour
DESCRIPTION / POSSIBLE CAUSE
A sour smell can indicate bacterial growth within the purifier. This often occurs if the purifier traps high moisture content, creating a breeding ground for bacteria. Sour-smelling carbon filters are a sign of saturation.
TROUBLESHOOTING STEPS
Ask the customer when was the last time that the filter was replaced.
Ask the customer to identify the possible source of the smell.
If it’s the HEPA filter, put it in the sun to dry and check if that gets rid of the smell. If the smell remains, replace the filter
ISSUE
Chlorine
Swimming Pool
DESCRIPTION / POSSIBLE CAUSE
The main reason for this is that the air purifier's ionizer function is turned on. Ionization or releasing negatively charged ions into the air will produce a low amount of ozone as a byproduct. Ozone (o3) is a gas that has been described to smell as “the fresh air after a thunderstorm”.
TROUBLESHOOTING STEPS
Recommend turning off the ionizer function for a couple of days and observe if the smell persists
ISSUE
UV Lamp
DESCRIPTION / POSSIBLE CAUSE
INTERNAL NOTE ONLY:
A broken UV light bulb may release a repulsive ozone smell or a burned scent.
When inhaled, that can lead to a person feeling dizzy, shortness of breath, chest pain, and nauseating.
It is important to check what the air purifier uses to operate. If it runs on ultraviolet light(MA-50), this could be the culprit.
The ultraviolet light lamp is most likely malfunctioning, which is causing the whole product to give off a burned scent.
It is important to note that a broken ultraviolet light also has the potential to give off an ozone smell.)
TROUBLESHOOTING STEPS
Check warranty eligibility and replace the unit as needed
See helpful VIDEOS related to the concern.
If we are done with the basic troubleshooting and the unit is still not working properly, ask for photo or video (5-8 seconds) if applicable then review Warranty Claim Eligibility and Process Replacement if needed. IF UNSURE, you may reach out to POC/Lead.
If purchased through Amazon (FBA, 1P) and within 30 days from the date of receipt, refer to Amazon for proper handling.
Note:
Be firm telling the customer to reach out to Amazon.
If the customer gets back to us and insists on getting a replacement, reach out to Lead/POC on how to proceed.
Voice Team please include the troubleshooting steps provided on your memo.
This will help us identify what steps were provided and check other possible solutions/steps for the customer to fix the issue.
Never offer a refund but if a customer requests, make sure that the unit has been shipped back to us before processing the request, provided that it is still within 30 days from date of receipt.
Refer to REFUNDS and ORDER RETURNS documents.
Reach out to Lead/POC if more than 30 days from receipt and the customer insists on getting a refund.
VD Change Ollie to Seismic 10/28/2022
AT Added rattling noise troubleshooting step for MA-25 11/05/2022
AT Deleted L2 Escalation due to Omni Skill Update 11/05/2022
AT Added additional troubleshooting issue and resolution 11/08/2022
Change Layout and minor revisions 3/8/2025
Page updated
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