Please ensure your machine is unplugged from the outlet prior to trying the following: - Remove the access plate from the bottom of the machine. - Grasp the Rotating Floor Brush at both ends and lift. Clean strings, hair and other debris from Rotating Floor Brush, paying particular attention to brush ends. Clean strings, hair and other debris from Motor Pulley and Drive Belt areas. - Check the belt to ensure it is not broken. If you need to replace this, you can order by calling Consumer Services at 1-800-237-7691, ET. If your brush still does not rotate, please take this for inspection to a local BISSELL Authorized Service Center. To locate your nearest BISSELL Authorized Service Center, go here http://www.bissell.com/support/product-support/service-centers. Enter your zip code to perform your search. You can also locate a Service Center by phone, 24 hours a day, by calling 1-800-237-7691 and choosing option #1.