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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.
Faulty motor
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.
Team
USF Tampa, Team 3-5, Hickman Winter 2015 Member of USF Tampa, Team 3-5, Hickman Winter 2015
USFT-HICKMAN-W15S3G5
5 Members
8 Guides authored
16 Comments
I just got the thing and I used it 4 times and nothing bad happened when I used it. Now it’s not working we checked the outlet. Idk maybe I should buy a new one. Or should I call the customer service?
Sage - Reply
the sugar powder that the company made doesn’t work for the machine. I let it heat up and it never works.
ASHLEE LEFEVER - Reply
My extractor for the machine will not come out and I am unsure what to do…do I call customer service?
Yazmine Colon - Reply
Whenever I was cleaning my cotton candy machine, a metal Bering fell out of it and now it dose not spin.I do not know what to do.
Angel Reyes - Reply
Why is the motor making noise. It's also not working as well.
Maya Saigh - Reply
How do you remove heating element to clean it? I clean the extractor head every time, and it still has a build up of burnt candy! How do you clean when you state don’t use water in it? Thanks
auntievalskitchen - Reply
I used it once and it got hot but then the heating just stopped all together
Lydia G - Reply
This is the second Machine we have bought, and I am very unhappy with this product it seems like it is made cheap.. plus when we started up properly and it starts to turn on and heat up it heats up for about 20 seconds and then completely shuts off!!!
BAD Business “VERY BAD PRODUCT”
please don’t waste your time or money!!
meaganc00 - Reply
I have a brand of cotton candy sugar called flossugar it's in a carton that has a clown face on it.can I use this for my machine
mharper2217 - Reply
My granddaughter got this for christmas. When heating up the first time out of the box it smoked badly. The second attempt the heating element stopped working in the middle of heating up. This thing is absolute junk that I've wasted money on for her.
dragon1763 - Reply
After using just a few times the heating bulbs don’t work anymore. How do I fix this?
Larissa Tomazic - Reply
The heating plate turns black while I am making cotton Candy. Even though the heat is on and spinning the sugar is melting onto it. Any recommendations? I am having to take it apart and scrub it off for an hour to get all the burnt on sugar after every use.
Marilee Pack - Reply
Very first time using it, we let it heat up for 20 minutes. We turned it off, put 2 pieces of hard candy in as instructed - evenly spaced - turned it back on to spin and it sprayed liquid candy all over the sides. We let it run for 10 minutes waiting for strands of cotton candy to come out and NOTHING. What does this mean?
travelinladybug - Reply
I just took it out of the box and it is heating up but not spinning!
Cotton C - Reply
When an item is done, opening the door does not make the interior light come on. Why? Is this the way it’s supposed to be?
Shariuzz - Reply
This question is for the tetro .9 Cu. ft. Microwave oven. When an item is done, opening the door does not make the interior light come on. Why? Is this the way it’s supposed to be?
Shariuzz - Reply