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Shark Navigator Lift-Away Pro Troubleshooting
Troubleshooting for the Shark Navigator Lift-Away Pro—identified by the model number NV370.
Vacuum won't turn on
The vacuum won’t start.
Plugged in incorrectly
If the vacuum is not plugged into the outlet correctly, it will not turn on. This is why it is important to check that the cord is completely plugged into the outlet.
Circuit breaker/fuse is tripped
Vacuums may also draw a lot of power when first turning on, so make sure that the breaker on the outlet hasn’t been tripped. If the breaker has been tripped, simply press the reset button on the outlet. If your outlet does not contain a reset button, simply locate your circuit breaker panel (usually located in the basement of most homes) to reset the outlet.
On switch isn't on
Simply checking that it may be on or off can help solve the problem. If the switch is off, turning the switch to “on” will easily solve the problem.
Motor Thermostat needs resetting
In order to reset the Motor Thermostat:
- Move the power button to the “O-Off” position
- Unplug the vacuum
- Check for a clogged hose or filter; unclog the hose and replace the filter
- Wait 45 minutes for the vacuum to cool; then plug in the vacuum
- Turn the power switch to the “I-On” position to start the vacuum
- If the vacuum still does not start, contact Customer Service at 1-800-798-7398
Loss of suction when using the standing vacuum
The vacuum is not picking up dirt and debris when being used.
Dust cup full
If the dust cup is too full, there is no space for the dirt to go when you are vacuuming. To fix this, remove the dust cup and empty it. If your vacuum is still not picking up dirt after emptying the dust cup, keep reading for other options to fix the suction.
Blockage in the vacuum
If no dirt or debris is being sucked up by the vacuum, there may be something blocking the airway. There are two places where you can check for a blockage: the dust cup air duct and the intake opening behind the brush roll. To check for a blockage in the dust cup air duct, stand the vacuum upright and remove the dust cup. Now you can disconnect the super stretch hose and check for clogs in the air duct behind the dust cup.
If that is not the case, check for a clog near the roller brush. First, lay the vacuum down. Next, check the opening behind the brush roll for clogs. If there is debris, clean the opening with scissors, carefully cutting away any debris.
Filters need to be cleaned
If both your foam filter and felt filter have not been cleaned in the past month, this may be why your vacuum has lost suction. To clean the foam and felt filters, remove the dust cup and pull out the two filters that are on the top of the motor base. Rinse the filters with lukewarm water until the water runs clear. Let the filters dry fully before putting them back into the vacuum. If your vacuum is still not picking up dirt, you may need to replace the filter.
One of the most common reasons that the suction may be weaker than expected is a damaged or deteriorating hose. On most Shark vacuums, there are 2 hoses to check: the short hose between the main vacuum head and the base, and the hose between the handle and the wand. These hoses get old and start to crack and peel over time. Even if there is no obvious split in the hose, there could be micro cracks causing loss of suction. Luckily, these hoses are fairly inexpensive and are available on Amazon and directly from Shark.
Motor is going bad
Unfortunately, if none of the other solutions worked, your motor is going bad. Most of the time, a new motor costs as much as the vacuum itself and is not easy to replace. It may be time for a new vacuum.
Roller brush malfunction
The vacuum is starting, but the floor roller brush is not spinning.
Vacuum on the wrong setting
If the vacuum does not know that the brush should be rolling, it will not function! Make sure that power switch is in position II: “Brush Roll On.” If the vacuum is not in this setting, the brush will not turn.
Blockage on the roller
Debris may have wrapped around the roller, stopping it from turning. This is a normal occurrence, commonly due to hair, but other string-like materials may be present as well. This is an easy fix. First, unplug the vacuum. Next, without needing to take anything apart, go through the bottom of the vacuum head with a pair of scissors, and carefully cut the debris. Pull anything out with your fingers. You may need to manually turn the roller to get to the debris on the other side. Repeat until all of the debris is clear.
Nozzle isn't fully attached
The nozzle needs to be completely attached so that the power can reach the brush. Even if the vacuum has suction, power may not be reaching the brush at the bottom. Simply push down on the handle when the vacuum head is on the floor to fully complete the connection. If you are still having difficulties with this, something may be blocking the connection. Clear out any debris and try again.
Vacuum won't stand on it's own
The latch is broken
If the vacuum does not stand on its own, the latch may be broken. Call customer service to inquire about latch replacement options. When you buy the vacuum you have a 5 year warranty, so broken pieces are easily replaceable.
Loss of nozzle suction
Clog in the hose
Squeeze the two tabs at the bottom of the nozzle on the back and pull the hose off. In the L-shaped plastic base, check to make sure all debris is cleared and there isn’t anything stuck that could cause the hose to cease suction. Next, check the hose itself. Feel along-side the hose to check for a blockage. If a blockage is present, use a tool to pull out the blockage. If there is no blockage in the hose, check the suction release valve at the handle of the hose. There are two arrows on the valve; make sure they are turned all the way to the right so that the valve cannot move anymore.
Another place to check for clogs is in the hose that attaches to the base of the vacuum. Lean the vacuum all the way down to the floor, pull the hose from the base, and check for blockages. The side of the hose that attaches to the main body of the vacuum also detaches; make sure there is nothing blocking this pathway.
The last place to check for clogs is in the tube on the main body of the vacuum. Click the red button that releases the tube from the main body. Check for clogs in the tube.
Motor is broken
If there are no obstructions in any of the hoses, unclip the back hose from the body of the vacuum. If you cannot feel air being sucked into this compartment, check the filter. Take off the dirt bin by pressing the grey tabs that connect it to the main body of the vacuum. At the base of where the bin sits is the filter component. Put your hand over this component and turn on the vacuum. If you can feel air in the filter component, but not in the hose attachment in the rear of the vacuum body, the problem lies in the cyclone assembly. However, if you do not feel air coming from the filter, there is most likely a problem with the motor or fan and you will have to contact Shark.
If you can feel air coming from the filter but not the hose base, take the bin and press the grey tab at the top of the bin, releasing the latched cover. Pull the component in the top of the bin out. Open the component over the trash, and tap the top, where the tiny dirt particles will collect in the filter at the base. If you have access to compressed air (you can go to a gas station), blow air over the top to release the fine particles. Do not blow with your mouth as moisture can cause the cyclone assay to grow mold.