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What to do when your IQOS ORIGINALS DUO is not working as intended?

Is your device 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 ORIGINALS DUO 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 ORIGINALS DUO is fully charged.
3. Check whether your device is clean.
4. Use only HEETS tobacco sticks.
5. Remember to regularly update the firmware of your device.
6. Make sure that your Holder is within an appropriate temperature range (0-40℃).

How to RESET your IQOS ORIGINALS DUO? 

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

1. Place the Holder back inside the Pocket Charger. Make sure that it is inserted correctly: metal connector of the Holder should be at the bottom of the Pocket Charger.
2. Press the Pocket Charger button. Hold it for 10 seconds until all lights stop glowing.
3. RESET will be confirmed when all the lights briefly flash white.

How to properly remove HEETS tobacco sticks from the Holder?

Is the air not flowing through your IQOS ORIGINALS DUO as it should? Is your device not pulling correctly? There might be tobacco stuck in the Holder. In order to clean the inside of the holder and resolve this issue, follow these steps:

1. Wait until your IQOS 3 ORIGINALS DUO Holder cools down before cleaning (at least 30 seconds after last use).
2. Use only the IQOS Dual Cleaning Tool and IQOS Cleaning Sticks.
3. Avoid applying too much pressure on and touching the heating blade.
4. Repeat the cleaning process after finishing each pack of HEETS tobacco sticks.