Choose the symptom
Do not open a running machine or investigate electrical or drive components yourself. For abnormal heating, stirring or visible damage, stop using the machine and seek qualified support.
No response or power indicator
Note whether any indicator or display was visible, and whether you noticed damage to the plug or cable. Include your unit’s rating-plate details. Fuse and switch work requires qualified service.
Not heating as expected
Record the selected mode, settings and displayed message. Mention any recent cleaning or refitting. Do not keep raising the setpoint to compensate for an unexplained heating problem.
Stirring appears abnormal
Describe what you observed through the viewing window. Do not open the chamber or insert a tool to test the mechanism. Motor and drive inspection requires qualified service.
Uneven roast
Record the mode, green-coffee mass, settings and whether stirring appeared normal. Check your notes against the mode-specific load limits. Do not repeat a roast to recreate a suspected unsafe fault.
Cover warning or escaping chaff
Record the message and which cover appears affected. Do not bypass a safety switch. Ask for the appropriate closure and inspection instructions for your unit.
Prepare a useful support enquiry
- Model, serial number and purchase channel.
- Country or region, mode and green-coffee load.
- The exact symptom, displayed message and recent maintenance.
- Existing photos or records, if available.
Do not recreate a dangerous fault to record a video.