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Device will not turn on
When the power switch is turned on nothing happens to the device and the switch light does not come on.
Faulty power source
Check the outlet you are using to make sure the device is actually receiving power. Plug in a device you know is working to test the outlet.
Power switch is faulty
It is possible that the power switch is not working. Follow our power switch replacement guide to fix it.
Candy or sugar does not melt
When you place candy or sugar in the device it does not melt or turn into cotton candy.
Not given enough warm up time
It is recommended that you give the device at least ten minutes to warm up before placing candy or sugar. Make sure you are giving the device enough time to heat up before placing candy into the extractor.
Excess candy/sugar used in the extractor head
Make sure to only use the recommended amount of candy or sugar for the device. Overloading the extractor head can prevent the candy or sugar from melting completely.
Candy is unevenly spaced
If you are using hard candy, make sure to evenly space them on the extractor head. If they are unevenly spaced, it can cause the extractor head to be out of balance and the candy will not melt properly and the head will not spin efficiently.
Extractor head needs to be cleaned
It is necessary to properly clean the device after each use. If the device is not cleaned residue can build up on the extractor head and stop the candy or sugar from melting properly. Cleaning directions can be found in the owners manual.
Faulty heating element
If the device takes a long time to warm up or does not warm up enough to melt the candy or sugar, it is likely that the heating element has gone bad. Follow our heating element replacement guide to fix this issue.
Extractor head is not spinning
When the device is powered on it heats up but the extractor head does not spin.
Extractor head needs to be cleaned
It is necessary to properly clean the device after each use. If the device is not cleaned residue can build up on the extractor head and stop it from spinning. Cleaning directions can be found in the owners manual.
If the device is clean and there are no obstructions but it still refuses to spin, the motor may have gone bad. Follow our motor replacement guide to fix this issue.
Extractor head rattles or comes loose during operation
While spinning the extractor head wobbles, makes rattling noises, and/or detaches from the motor shaft.
Extractor head not fastened properly
There is a nut that holds the extractor head to the motor shaft. If this nut is not properly fastened, it can allow the extractor to wobble during operation. Tighten or replace the nut to fix this issue.
Shaft connected to motor is bent or cracked
The metal shaft connecting to the motor can become bent or cracked which would cause the extractor head to wobble or rattle while in operation. This can happen due to general wear or damage to the device. Follow our extractor head replacement guide to fix this issue.
Stands are broken or missing
There are small rubber stands on the bottom of the device for support. If one of these becomes broken or is removed the device may wobble during operation. Follow our stand replacement guide to fix this issue.
Smoke coming from heating element
When you let the device warm up smoke comes from the area under the extractor head.
Excess candy or sugar floss build up
If the device has been used multiple times without cleaning, candy residue can gather and eventually reach the heating element. If the residue comes into contact with the heating element, this may cause burning and produce smoke from this area. Properly clean the extractor head and also remove the heating element and clean it.