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ILUMA PRIME common issues

What to do when your IQOS ILUMA PRIME is not working as intended?

What to do when your IQOS ILUMA PRIME is not working as intended? Is your Holder not working as intended? Use the Online Device Diagnostic Tool..
Using a few simple steps, we will help you find an answer to what is happening to your device and what to do to resolve the issue.

When you notice that your IQOS ILUMA PRIME is not functioning as intended, follow these few simple steps:

1. Start by RESETTING your device (tips on how to do that can be found below in this section).
2. Make sure that your IQOS ILUMA PRIME is fully charged.
3. Always use TEREA tobacco sticks only.
4. Remember to regularly update the firmware of your device.
5. Find out more about the functionalities offered by your IQOS ILUMA PRIME in the IQOS app. 
6. Make sure that your Holder is within an appropriate temperature range. The appropriate temperature range for IQOS ILUMA PRIME is >0°C/<40°C.
   It is possible that it may be enough to move it to a colder place or warm it up in your hands.

How to RESET your IQOS ILUMA PRIME?

Every time your device needs a RESET, you can easily perform it by following these few steps:

1. Place the Holder in the Pocket Charger. Make sure that it is inserted correctly.
2. Press the ON/OFF button. Hold that button on the Pocket Charger for 10 seconds until status lights dim out.
3. A device has been RESET when status lights start glowing again and your IQOS starts vibrating.

Please note: If your IQOS ILUMA PRIME is turned OFF when the RESET is performed, press the button for 4 seconds and the device will turn ON again. Lights will start glowing and the device will start to vibrate. In order to RESET the device correctly, it is necessary to press and hold the button continuously for the whole 10 seconds.