Sterra Sun — Smoke Coming Out or Burning SmellUpdated 2 days ago

If you detect visible smoke, a burning plastic smell, or an electrical odor coming from your Sterra Sun, take immediate emergency action.

A burning smell or smoke means an internal component or motor wire has overheated and is melting. This poses an immediate fire and electrical hazard.

Please execute these safety steps right now:

Step 1: Cut Power Safely and Immediately

• If it is safe to do so: Immediately turn off the wall socket switch and pull the plug out.

• If there are active sparks or you cannot safely reach the plug: Go straight to your home's main electrical breaker box and turn off the power circuit for that room before touching the cord.

• DO NOT turn the machine back on under any circumstances. Do not plug it in again to test it, even if the smoke stops. Keep the machine isolated on a non-flammable surface (like tile or concrete) away from furniture or curtains.

Step 2: Connect with a Customer Support Specialist

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!