There are actually two filters in the DC500. The big obvious one and the not so obvious one. Don't yank on the ball housing its screwed together. There is a filter above the ball just before the fan. Its blue and really easy to see if you turn the machine over after the collection tank has been removed. If you can't see a blue filter and the black plastic grid holding it in place, your pre filter is clogged because somebody used it with out the large primary filter. I found this out by accident. Anyway get your screw gun out and carefully remove the screws to release the bottom. Next unplug the motor terminals, they just pull off no big deal. There are 6 or so screws holding the fan cover on the bottom remove those carefully. There are only two screws holding the ball and plastic cage in the the fan housing, take those out and the ball and housing come free followed by the black cowling holding the blue pre filter. Pick the blue filter out and rinse really good. Put it back together and it should be good as new. Never use the thing with out the primary filter again. Hope this helps!
Check the plug on the side to see if it's loose or missing.
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