IQOS ILUMA i PRIME troubleshoot

If you have not used the device for a long period of time, first, try to charge it to ensure it can function. Please, ensure there is no visible damage before use.
In case you notice any malfunctioning during the use of the product, please stop using the device.
When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear after up to 10 minutes. This is a normal process.

If you see the unusual screen indication, this may indicate one of the below:

Touch Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x
Issue: Device is out of operating temperatures range
Action: Bring the device to the optimal temperature range (0 – 40°C)

Touch Screen: One or two horizontal lines blinking 8x
Issue: Battery End of Life; One or both usages permanently lost
Action: Eligibility replacement check

Touch Screen: Letter “E” flashing 3x
Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted
Action: Reset the device

Touch Screen: Number “0” flashing 3x
Issue: Low battery
Action: Charge the holder by inserting it in a charged pocket charger

Touch Screen: horizontal line and a circle underneath
Issue: Device locked
Action: De-activate the “Device Lock” feature via IQOS App.

Touch Screen: no lights
Issue: holder OFF / holder discharged / Contacts dirty / broken holder
Action: switch on the holder, charge it or clean it. In case of broken holder, please, contact the IQOS Costumer Service for assistance

Touch Screen: 3 horizontal lines appear in waves 3x
Issue: AutoStart is disabled (even when the stick is inserted)
Action: Activate AutoStart feature via IQOS App

The issue may come from various reasons. Please, check the following:

1. Your device may be in the Eco Mode (FlexBattery feature):
a. In Eco Mode, your holder will be set for a single use only, lasting up to 6 minutes.
b. In Eco Mode, the holder will always show one horizontal line (when fully charged).
c. You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses.

2. Discharged holder:
a. The pocket charger should be sufficiently charged (at least one solid white light) to allow full charge of the holder.
b. Place the holder in a charged pocket charger and leave it charging until the holder's two lights on the pocket charger turn solid white.

3. Dirty contacts:
a. Clean the contacts on the holder and on the pocket charger (the place where the holder gets in contact with the pocket charger).

4. Out of optimal temperature range:
a. The operating temperature range for the IQOS ILUMA i devices is 0°C - 40°C. If used outside of its operating range, usage could be interrupted or not start.
b. Bring the device to the optimal temperature range.

5. Battery degraded:
a. If the lights blink 8 times during the usage after 12 months since the purchase – normal battery degrading situation.
b. If the lights blink 8 times during the usage before 12 months since the purchase – eligibility replacement check.

6. Humid sticks:
a. If the SMARTCORE STICKS™ are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
b. To store your SMARTCORE STICKS™ in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

This issue may come from various reasons:

1. You are using Pause Mode feature in Performance Mode:
a. With a fully charged holder, you can have the 3rd consecutive usage in Performance Mode (FlexBattery feature) if you do not use the Pause Mode for the first two usages.
b. If you use the Pause Mode, the device will only deliver 2 consecutive uses.

2. Holder is not fully charged:
a. Charge your holder by placing it in a charged pocket charger.
b. Note that the Touch Screen will not show 3rd available usage even if the holder is fully charged and the usage is available.

3. Device is outside the optimal temperature range:
a. If the holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.
b. Bring the device to the optimal temperature range.

4. Humid sticks:
c. If the SMARTCORE STICKS™ are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
d. To store your SMARTCORE STICKS™ in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

5. Battery degradation:
a. The battery degradation may happen over time as for any other electronic device.
b. In this case, the replacement is not covered by the warranty.

There may be several reasons for this issue:

1. Incorrect stick:
The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the usage duration may be impacted or may not start.

2. Incorrect insertion of the stick & usage:
a. Ensure you insert your SMARTOCRE STICKS™ the right way.
b. Insert the SMARTCORE STICKS™ to the line on the filter with the coloured part facing outside.
c. Ensure you allow the pre-heating of the stick and you do not pull it out or move during the usage.

3. Device is outside the optimal temperature range:
a. If the holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy. This may discharge the battery more rapidly.
b. Bring the device to the optimal temperature range.

4. Pause Mode activated by error:
If you accidentally swiped down your finger across the entire Touch Screen, you activated the Pause Mode. The usage will temporarily stop. If the usage is not resumed within 8 mins, the usage will end.

Please, check the following as a possible cause of this issue:

Incorrect settings:
Open the IQOS App and ensure Performance Mode and Pause Mode are turned ON. Activated Pause Mode is illustrated by 2 short vertical lines at the top of the screen and is activated by swiping down your finger across the entire Touch Screen on the device holder.

Pause is already used:
Pause Mode is only available for one of the first two usages delivered by a fully charged holder (Performance Mode).

Eco Mode activated:
Your device has Pause Mode available only in Performance Mode (FlexBattery feature). Pause Mode is not available in Eco Mode. To enable Pause Mode feature, change your FlexBattery feature from Eco Mode to Performance Mode via IQOS App.

Too late in the usage:
Pause Mode is only available within the first 3 minutes or 8 puffs of the usage. If you try to active the Pause Mode outside this range, it will not be available.

Right gesture:
The right gesture to activate Pause Mode is to swipe across the entire Touch Screen. This was done to avoid unintentional activation of Pause Mode.

Battery degradation:
Please, contact IQOS Costumer Care.

Please check the following as a possible cause of this issue:

Incorrect stick:
The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the usage duration may be impacted or may not start.

Incorrect stick insertion:
Ensure you insert your SMARTOCRE STICKS™ the right way. Insert the SMARTCORE STICKS™ to the line on the filter with the coloured part facing outside.

Dirt or objects in the heating chamber:
Check the heating chamber for broken sticks or other debris or objects. Do not insert any sharp objects in the heating chamber to avoid damaging your device.

Activated Pause:
Ensure Pause Mode is not activated during the usage (swipe down your finger across the screen) as this would prevent FlexPuff from being activated.

FlexPuff deactivated in IQOS App:
Activate FlexPuff feature via IQOS App.

If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the usage.

If extra puffs are granted, it is indicated on the screen by the light going around the ring. The ring will then extend counter clockwise towards the end of the usage.

FlexPuff is designed to work with tobacco sticks.

By default, on a new device, AutoStart is activated.
You can also swipe your finger up from the bottom to the top of the screen to manually start the usage. Ensure your device is turned on.

If you encounter difficultiess starting your usage automatically upon stick insertion, check the following:

Discharged holder:
The pocket charger should be sufficiently charged (at least one solid white light) to allow full charge of the holder Place the holder in a charged pocket charger and leave it charging until the two holder’s lights on the pocket charger turn solid white.

Device is locked:
De-activate the device lock via IQOS App.

Device is outside the optimal temperature range:
The operating temperature range for IQOS ILUMA i devices is 0°C - 40°C. If used outside this operating range, usage could be interrupted or not starting. Bring the device to the optimal temperature range.

AutoStart is de-activated:
If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x.

Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.

Incorrect stick or incorrect stick insertion:
The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the usage duration may be impacted or may not start. Ensure that the SMARTCORE STICKS™ is fully inserted (approximately up to the line).
To confirm that the usage has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing.

If you have difficulties using the Touch Screen, check the following:

You are not using gloves.

Your fingers are clean and dry.

The Touch Screen is not broken or cracked.

The Touch Screen is clean and dry.

If there are no lights on the screen, check if:

Your holder is ON.

Your holder is charged.

Your holder has not been damaged.

If there are lights on the screen, perform a reset.

If your device is physically damaged and the above steps did not resolve the issue, please, contact IQOS Costumer Care.

This is a normal situation and may be due to the fact that you use the Performance Mode (FlexBattery feature).
In this case, your device may deliver up to 3 consecutive uses without the Pause.
You can change your battery setting via IQOS App to set it in Eco Mode.
In this case, your holder will be set for a single use only, lasting up to 6 minutes.
Pause Mode is not available in Eco Mode.