A:Answer Hey Mrshann, Thank you for your question. First check for any jams such as hair that may have gotten tangled on the brush roll, then recline your SmartWash with the handle release and power the unit on and off two times. If you are still having a problem, please reach out to Hoover Customer Care at https://www.hoover.com/contactus/ We would like to learn more about your SmartWash's problem and to help resolve it. Thanks, Joseph- The Hoover Team