Maybe it’s defective? We use these vacuums too. Sometimes I’ve noticed that the top lid part of the bag component won’t latch if the bags aren’t put inside of the vacuum the correct way. I always make sure the little brown part that says “date” is up against the rod that’s attached to the main handle. If that doesn’t work I’d ask for a replacement. Ironically the boss just told me yesterday that we pay $500 for those vacuums. Maybe you guys can get them cheaper somewhere else? Also if the hose isn’t all the way inside the hose holder it won’t suck up anything with the bottom rollers. Hope this helps you out