Mehul NariyawalaPresident & Co-founder, Matic Robots

Matic Support: How to troubleshoot Brush Roll Jam, Missing or Misinserted Errors

18 Aug 2026 · 2 min

Watch on YouTube

1:46

The video provides a detailed, step‑by‑step troubleshooting guide for resolving brush roll errors on a Matic vacuum, specifically when the brush roll is missing, misinserted, or jammed. It begins by instructing the user to open the cleaning head flap, remove the brush roll, and clear any hair or debris wrapped around it. The guide then explains how to correctly reinsert the brush roll by aligning the orange hexagonal end with the orange tip inside the cleaning head, sliding it in following the arrow direction, and confirming a click. After reinsertion, the user should manually spin the brush roll 3–4 times, clear the error with the play/pause button, and resume operation. If the error persists, the video directs the user to perform a visual inspection of the orange hexagonal end for wear, replace the brush roll if needed, and capture a photo of the end. It then walks through accessing Settings → Troubleshooting Data → Advanced Controls → Motors, running the brush roll motor test to verify the orange driver spins consistently for about a second, and finally advises contacting support with the photo of the orange hex and the motor test result.

Chapters

The first step to resolve a brush roll missing, misinserted, or jammed errors is to try reinserting the brush roll. First, open the cleaning head flap. If you see something wrapped around the brush roll, that's likely the culprit. Push it on the right side and pull up from the left. The brush roll will come right out. Remove any hair that's collected around either end of the brush roll. Then, to reinsert the brush roll, align the orange hexagonal end with the orange tip inside the cleaning head, then gently slide the other end into place, following the arrow direction until you feel a click. Give the brush roll a manual spin 3 to 4 times to make sure everything's moving freely. Click on the play/pause button once you clear the error and again resume the vacuum session. If you get another error, put your troubleshooting hat back on. You'll need to collect some information to send to the support team. First, let's start by removing the brush roll and take a look at the orange hexagonal end. If the edges have rounded out and it's lost its shape, replace the brush roll. If the brush roll looks alright, take a picture of it. Next, head to Settings, then Troubleshooting Data, then Advanced Controls, Motors, Then run brush roll motor. You should see the orange driver spin consistently for about a second. Lastly, contact support. When you reach out, share a picture of the orange hex at the end of the brush roll, as well as a report on whether or not the orange driver spun when you ran the test.