DIAGNOSIS Hair and threads have wound themselves tightly around the ends of the brush bar, locking it up and stopping it from spinning. This is super common.
FIX You’ll need to cut it free. First, detach the cleaner head from the wand. Flip it over. On the underside, you’ll see a silver plate held by two screws. You don’t need to remove those. Instead, look at the purple end caps of the roller. Use a coin to turn the locking dial to the ‘unlock’ symbol and slide the end cap off. Now you can pull the entire brush bar out. Use sharp scissors or a seam ripper to carefully cut through the matted hair along the length of the bar, then pull it all away. Clear any debris from the housing slots too.
IF THAT DIDN’T WORK If the brush bar itself won’t spin freely even after removing the hair, the bearings inside the cleaner head might be jammed with fine dust. You can try blowing compressed air into the end sockets. If it’s still rough, the cleaner head assembly might need replacing.
HEADS UP Do this every couple of weeks if you have long hair or pets to prevent a major jam. Never submerge the cleaner head in water to clean it—you’ll ruin the motor inside it.