This is generally caused by a blockage in the motorised floor nozzle.
Check for any blockages or debris wrapped in the roller mechanism ensuring the vacuum is unplugged or battery disconnected.
Check if the floor nozzle works connected directly to the handle (with no extension wand)
If the motorised floor nozzle works there is a problem with the connection through the extension wand, you may need to purchase a new extension wand (check the spare parts section of our website) or contact us if you are within your warranty period.
If the motorised floor nozzle connected to the handle still doesn't operate, there may be a larger issue. Contact us for further troubleshooting.