If you notice smoke coming out of your Sterra Mars or detect a strong burning smell during operation, please remain completely calm. Your safety is our absolute highest priority. We have immediate, automated safety protocols built into our system to manage this situation safely and efficiently.

This symptom indicates a critical Thermal Breakdown Event within the main power cable assembly or the primary Printed Circuit Board (PCB). This occurs if a vital electrical component experiences an internal short circuit or structural hardware fatigue. To prevent any further wear to your system and to guarantee your home environment remains perfectly secure, please execute the mandatory safety response steps below immediately.

Critical Safety Response Sequence

⚠️ Strict System Warning: Do not attempt to turn the air purifier back on, cycle the power button, or connect it to another electrical outlet under any circumstances.

Please perform these safety actions right away:

1.Power Down and Unplug the Unit Safely.

If the unit is running, turn it off immediately. Walk to your wall outlet and pull the power plug safely out of the electrical socket.

Disconnecting the physical power cord instantly cuts off the electrical current, isolating the device and stopping any further heat generation or electrical stress.

2.Isolate the Appliance to Cool Down.

Leave the unit completely disconnected and let it rest undisturbed in an open, well-ventilated room for at least 30 minutes until any residual odor dissipates and the internal chassis cools completely to room temperature.

Because this issue involves factory-sealed internal electrical components, it cannot be safely inspected, reset, or repaired at home.

Fast-Track Your Resolution 

Please log into our Customer Support portal to submit your direct request:

1.Record a Continuous 1-Minute Visual Video

Place your completely unplugged Sterra Mars on an open, flat surface under clear lighting. Record a continuous video of at least 1 minute capturing the machine.

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

2.Submit Your Direct Support Request

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

1. Log in to our Customer Support Portal.

2. Submit a support ticket describing the issue.

3. 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 emitted smoke/a burning smell during operation. I have followed the Help Center safety guide and immediately turned off and unplugged the unit to eliminate any electrical risk. In line with the system warnings, I have left the machine disconnected. I have attached the required 1-minute video showing the hardware for immediate file handover to a live agent to arrange my resolution."