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Sonicare DiamondClean Smart Sonic electric toothbrush with app

Personalized coaching, Smart brush head sensors, Smart brush head recognition, 5 modes, 3 intensities HX9924/91

Troubleshooting

I cannot connect my Philips Sonicare Toothbrush with the Sonicare App

Are you not able to connect your Philips Sonicare Toothbrush to your Sonicare App? You might want to use this instruction video and causes and solutions to solve this issue yourself.

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Sonicare App not updated

Make sure that you have the latest version of the Sonicare App installed on your smartphone.

Smartphone operating system not updated

We support below smartphones and operating systems. Check to see if you have the latest operating system running on your smartphone.

  • Android smartphone that runs on Android 6.0 and higher
  • iPhone that runs on iOS 10.0 and higher

Toothbrush is turned off

Turn on your toothbrush by either removing it from the charger or pressing the mode button. The lights on the handle will illuminate to tell you that your toothbrush is turned on.

Bluetooth is turned off

Check to see if Bluetooth is turned on before opening the Sonicare App. If not, go to settings on your smartphone to turn on Bluetooth. on your smartphone.

Bluetooth is not pairing

Try to reset your Bluetooth network on your smartphone. Use below steps to clear the cache of your Android device or iPhone:

Clear Bluetooth cache on Android

  1. Go to Settings
  2. Select 'Application Manager'
  3. Press 'More' or the 3 dots in the upper right corner
  4. Select 'Show system apps'
  5. Select 'Bluetooth' or 'Bluetooth share'
  6. Select Storage
  7. Tap 'Clear Cache'
  8. Restart your phone
  9. Try to connect again following the steps on the Sonicare App

Clear Bluetooth cache on iOS

  1. Go to 'Settings'
  2. Select 'Bluetooth'
  3. Make sure that Bluetooth is on
  4. Under 'my devices' tap the 'info icon' next to the toothbrush
  5. Select 'Forget this device'
  6. Try to connect again following the steps on the Sonicare App

Other devices are interfering

Keep your Philips Sonicare Toothbrush away from other Bluetooth devices as this may interfere with the Bluetooth pairing. Try connecting your toothbrush again.

Please contact us if this did not solve the issue.

The information on this page applies to the following models: HX9924/91 , HX9903/30 , HX9957/61 , HX9957/38 , HX9924/37 , HX9924/36 , HX9924/35 , HX9924/34 , HX9903/33 , HX9903/32 , HX9903/31 , HX9903/61 , HX9924/61 , HX9954/56 , HX9192/30 , HX9984/08 , HX9984/48 , HX9984/28 , HX9984/19 , HX9957/51 , HX9194/53 , HX9194/54 , HX9903/01 , HX9924/41 , HX9924/21 , HX9924/11 , HX9924/01 , HX9903/41 , HX9903/21 , HX9903/11 , HX9945/01 , HX9985/01 , HX9985/41 , HX9985/21 , HX9985/11 , HX9945/08 , HX9985/48 , HX9985/28 , HX9985/18 , HX9985/08 , HX9193/05 , HX9192/01 , HX9192/02 , HX9193/03 , HX9193/04 , HX9194/08 . more less

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