The ILUMA ONE by IQOS is a simple-to-use heated tobacco device that provides a smoke-free alternative to cigarettes. Like any piece of technology, users may occasionally encounter issues requiring maintenance or troubleshooting. If you are having trouble with your Illuma One, follow our easy steps to diagnose and fix the problem, or use our care tips to ensure a smooth experience with your device.
LIGHTS NOT TURNING ON
Your device may be turned OFF:
SOLUTION: Turn on your device.
- Hold the button for 4 seconds to turn the device ON/OFF. Check the Status Lights blink a solid colour to confirm it is ON.
Your device might not be charged enough:
SOLUTION: Charge.
- Use only the official IQOS power adaptor and cable. Refrain from charging with a laptop as it slows down the charging time.
- Plug the charger into a wall power outlet.
- While charging, the light strip above the button displays the charge level.
- Wait until at least one white light stops flashing and turns solid to indicate the device is 25% charged.
- The second light will start flashing white until it reaches 50% charge and becomes solid white.
- To be fully charged, it will take approx. 90 min, and four solid white lights will appear on a short button press.
- If the device is charged while turned off, the lights turn off when unplugged. To turn the device back on, hold the button for 4 seconds.
BLINKING LIGHTS
Blinking red light:
Your device's software might need a RESET:
SOLUTION: Perform a RESET
- Pressand hold down the ON/OFF button for 10 seconds until the status lights fade out.
- RESET is confirmed when status lights fade in again, and the device vibrates.
Proximity to a magnet can affect the device calibration and activate a red light error:
SOLUTION: Ensure that a magnet is not near your device.
- Do not place the Holder against the PC during an experience, as the PC contains a magnet.
The firmware update may have failed:
SOLUTION: Please try to update your device's firmware again.
- Your device consists of two core elements: physical device components and digital working instructions known as firmware. You can update the firmware of your Iluma One regularly to maintain and improve the performance of your device using the IQOS App.
Blinking white light:
Exposure to incorrect operating temperatures:
SOLUTION: You may need to give your device a few minutes to return to the correct temperature.
- Your device is designed to operate between 0°C and 40°C. Do not use it if exposed to excessive heat or moisture or placed near heat sources. In case of exposure to low temperatures, allow your device to reach room temperature, but do not expose it directly to a heat source.
Your device's software might need a RESET:
SOLUTION: Perform a RESET
- Pressand hold down the ON/OFF button for 10 seconds until the status lights fade out.
- RESET is confirmed when status lights fade in again, and the device vibrates.
Blinking yellow/orange light:
Your device needs to be charged:
SOLUTION: Charge.
- Use only the official IQOS power adaptor and cable. Refrain from charging with a laptop.
- Plug the pocket charger into a wall power outlet.
A BROKEN TEREA STICK IS STUCK IN DEVICE
Please ensure your Iluma One is switched off before removing the broken stick.
- Press the ON/OFF button for 4 seconds to switch it off.
- Wait for the device to cool down before removing the broken stick.
- Use your fingers to remove the broken TEREA stick carefully. If it cannot be removed using your fingers, try using a wooden toothpick to remove the part of the stick that remains in the device.
Use extreme caution when inserting any object into the heating chamber, as excessive force may damage the internal surface. Do not insert metal objects into the chamber.
- Once you have removed the remaining TEREA stick, check inside your device to ensure no debris is left in the bottom of the heating chamber.
- Dispose of any waste as per your local waste regulations.
- *IQOS ILUMA One is only compatible with TEREA sticks; using previous tobacco stick generations may damage your device.
Need more information?
Please see our IQOS Iluma One User Guide for problem solving tips.
For general information about heated tobacco, please see our Heated Tobacco Guide.