Sterra Paws — Burning Carbon or Metallic SmellUpdated 5 hours ago

If you notice a sharp smell coming from your Sterra Paws that reminds you of burnt charcoal, hot metal, or an electrical scent, don't worry. This is frequently a normal characteristic of a brand-new carbon filter settling in.

To help us find the exact cause and fix it quickly, please perform this simple 2-minute separation test:

Step 1: The Direct Filter Sniff Test

1. Turn off and completely unplug your Sterra Paws.

2. Turn the machine upside down, open the base cover, and pull out the filter cartridge.

3. Smell the filter directly.

   • Does the filter smell like fresh charcoal or slightly burnt carbon? If yes, this is completely normal! New activated carbon filters often emit a dry, carbon-like smell during their first few weeks of use as air passes through the active charcoal pores. It is completely safe and will naturally fade.

Step 2: The Machine Component Test

If the smell is sharp, metallic, or smells like hot wiring, we need to test the machine without the filter inside to see if the motor is the cause:

1. Keep the filter out of the machine.

2. Look inside the empty filter chamber. Locate the small plastic safety sensor clip near the rim (this clip normally detects when the filter is inside).

3. Plug the machine back in and carefully press and hold down the sensor clip with your finger to trick the machine into thinking the filter is there.

4. Turn the machine on for just 30 seconds while holding the clip and smell the air output.

What Do the Results Mean?

• If there is NO smell when running without the filter: The machine's motor and wiring are 100% healthy. The odor is entirely from the new filter and will disappear shortly. You can re-insert the filter and use it normally.

• If the metallic or burning smell is still there WITHOUT the filter: Turn off and unplug the unit immediately. The issue is inside the machine's internal wiring or control board.

Please contact our Support Team right away. Let us know you completed the "Filter Separation Test" and that the smell is coming from the unit itself

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.

Thank you for your patience, and we look forward to getting this sorted out!