If you notice a burning smell, localized heat buildup, or unusual odors coming from your Sterra Mars during operation, please remain completely calm. Your safety is our absolute highest priority, and we have automated safety protocols built into our system to manage this situation immediately.

This symptom indicates an active Thermal Overload Event. This can occur if internal dust accumulation creates friction, or if a component variance causes an electrical circuit to overheat. To prevent any further wear to your system and to guarantee your home environment remains perfectly safe, please follow the critical steps below immediately.

Critical Safety Response Sequence

Please perform these safety steps right away:

1.Power Down and Unplug the Unit.

Press the power button to switch off your Sterra Mars immediately. Walk to your wall outlet and pull the power plug safely out of the socket.

Disconnecting the physical power cord instantly stops the electrical current, preventing any further thermal stress or heat generation within the chassis.

2.Isolate and Cool Down

Leave the unit unplugged and let it rest undisturbed in an open, well-ventilated space for at least 30 minutes to allow the internal components to cool down completely to room temperature.

Do not attempt to turn the machine back on or plug it in again. Because this involves internal electrical architecture, the unit cannot be safely reset at home and must be evaluated by our technical team.

3. Please log into our Customer Support portal for assistance

Record a Continuous 1-Minute Verification Video

Place your unplugged Sterra Mars on an open surface. Record a continuous video of at least 1 minute capturing the unit.

Start the video by showing the power cord completely disconnected from the wall. Let the camera pan slowly around the unit for a full continuous minute to document the physical condition of the outer casing and control panel. 

Submit Your Direct Support Request

Log into your account portal, attach your 1-minute video, and copy-and-paste the following message directly to our live agents:

• Log in to our Customer Support Portal.

• Submit a support ticket describing the issue.

• Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.

📌 Support Message Template: "My Sterra Mars is emitting a burning smell. I have followed the Help Center guide and immediately turned off and unplugged the unit to clear any safety risk. I have attached the required 1-minute video showing the disconnected unit for immediate file handover to a live agent to arrange my hardware resolution."