Hi @Betsymo 

Thanks for posting a question.

It doesn’t seem that anyone else on the Community has experienced the same issue as you, which in itself is a good thing. However, does mean you’ve waited a little longer to get a reply. 

There are a few checks and observations I can suggest, failing these the best course of action would be to vising our online support. See details for this further down.

If you’ve not already, I’d suggest:

1. Running a Deep clean cycle
2. Check the base cap for a blockage - This is the small cap is at the base of the pump and can easily be removed. 
3. Check the Evaporator - The machine won’t function correctly without it.
   • A trickling or gurgling noise can be heard if the evaporator is missing.

Online Support

There are a series of online support checks which might help you diagnose your machine and could highlight why this is happening. These are designed to be straightforward. You’ll just need your machines to hand to do this.

The best place to view this in the USA market is on our online support guide, which you can find here: https://www.dyson.com/support/air-treatment/purifiers. Please select your machine from the list. 

Thanks, 

Stuart

Thank you for your reply. Unfortunately, a deep clean cycle isn't possible since it thinks the tank is empty. I've tried scrubbing, drying out, and everything else posted by Dyson as troubleshooting options. I also tried online support and it said that it can't help and I have to call the support line during business hours, which is of course when I need to be working. Very disappointing for such an expensive piece of hardware. 

Hi @Betsymo 

I can echo your frustration. It’s not a great experience when our products go wrong. Thankful it is a rare occurrence.

When an issue cannot be identified though the online support function, users are prompted to contact the local support channels. This will put you in contact with a specialist who can use further troubleshooting metrics to diagnose any fault and look at the next course of action. That being either a repair and/or replacement part.

Please feel free to get in touch via our local WhatsApp channel, where one of our team will be happy to discuss the next steps. To do this, simply click on our Guides and manuals link, navigate to the ‘Contact us’ section of the page and start a WhatsApp conversation.

Thanks,

Stuart

I'm having the exact same problem. I've tried all the troubleshooting steps and nothing has worked. Any solution?

Hi @DanWMarks 

Thanks for posting a follow up question. 

If you’ve been unable to resolve this by following both the advice on the community page and that through our online support, the next course of action would be for you to contact our local support channel. A specialist can then go through further troubleshooting steps with you and diagnose any faults. Along with looking at the next course of action, either a repair and/or replacement part.

I can see from your account that you are in the USA. If you could please contact our local WhatsApp channel, explaining to them our conversation, a member of the Customer Service team will be able to offer further support.

Thanks, 

Stuart

Hi, I messaged the WhatsApp and didn't get a reply back. Is there another way that I may get a response from?

@DanWMarks 

The generic support page has all their contact information on.

www.dyson.com/support 

David.

This is not rare as my unit has been doing this and I haven’t been able to use the humidifier function and basically have an $800 air purifier. I’ve called support and they’re great in trying to troubleshoot but here I am still not able to use the humidifier. When this unit works it’s a great product but the problem is I either get “water tank is empty” or “pump failure” message. Frustrating to say the least. 

Anyone get this resolved???? I’m having the same issue and customer service in the phone made me buy a new tank and pump and it still won’t work after $150 later.  Boo