Introduction
This FAQ is your quick-reference guide for deciding what to ship when your unit needs repairing. Different issues require different test setups—some can be tested with the robot alone, while others need the complete robot-and-base system. Follow the symptom-specific rules below to avoid delays and extra shipping.
| Robot Vacuum Issue Scenario Send-in Part | ||
| 1. As for L30 Ultra/L20 Ultra/W10/W10 Pro, please send both robot and base station together; 2. Other models, please refer to the following scenario; | ||
| Issue Classification | Problem Description | Send in Part? |
| Base station button issue | Abnormal button on Base station | Base station only |
| Base station appearance issue | Scratches on base station, broken | Base station only |
| Charging issue | Charging problem | Robot & Base station together |
| Base station issue | No water comes out while mopping | Robot & Base station together |
| Base station issue | Washboad error | Robot & Base station together |
| Base station issue | No water comes out while washing mop pads | Robot & Base station together |
| Base station issue | Other problem related with base station | Robot & Base station together |
| Base station issue | The positioning post of the base station dock is broken | Base station only |
| Base station Issue | The robot cannot find the base station | Send the robot and base station together |
| Base station Issue | Abnormal water level detected in the washboard | Send the robot and base station together |
| Base station Issue | washboard not installed | send the base station only |
| APP issue | Cannot swicth the cleaning mode | Robot only |
| APP issue | Firmware update failed | Robot only |
| APP issue | Clean Genius mode is abnormal | Robot only |
| APP issue | Abnormal button on Base station | Robot only |
| APP issue | Wifi connection failed | Robot only |
| APP issue | Robot is offline | Robot only |
| APP issue | APP crashes; APP plug-in is abnormal | Robot only |
| APP issue | Cameral function failed | Robot only |
| APP issue | Map or other function in Dreamehome APP cannot be loaded | Robot only |
| APP issue | Weather forecast area is not accurate | Robot only |
| Battery life | Dropped power quickly/ short battery life | Robot only |
| Cleaning issue | Do not clean the selected area | Robot only |
| Cleaning issue | Missed scan | Robot only |
| Cleaning issue | Keep going back | Robot only |
| Cleaning issue | Spinning in circles | Robot only |
| Cleaning issue | Cleaning is not clean | Robot only |
| Cleaning issue | Obstacle crossing failure | Robot only |
| Error message issue | LDS laser sensor alarm | Robot only |
| Error message issue | Laser sensor collision warning | Robot only |
| Error message issue | Carpet not recognized abnormality-ultrasonic sensor abnormality; sensor abnormality alarm | Robot only |
| Error message issue | The robot/APP prompts dust box is not installed (the filter magnet is in place) | Robot only |
| Error message issue | Laser sensor elevation and depression abnormality | Robot only |
| Error message issue | Check and clean the filter | Robot only |
| Error message issue | Enter restricted area; virtual wall | Robot only |
| Error message issue | False alarm: Main unit is trapped | Robot only |
| Error message issue | Wheel hanging warning | Robot only |
| Error message issue | Drive wheel entangled foreign object warning | Robot only |
| Error message issue | Mop coil entangled foreign object alarm | Robot only |
| Error message issue | Cliff sensor abnormal error | Robot only |
| Error message issue | Internal error | Robot only |
| Error message issue | Edge sensor error | Robot only |
| Error message issue | Main brush entangled /wrapped | Robot only |
| Error message issue | Side brush error, side brush doesn't rotate | Robot only |
| Error message issue | Main unit tilted | Robot only |
| Error message issue | Collision sensor error, bumper error | Robot only |
| Error message issue | Abnormal universal wheel | Robot only |
| Main brush issue | The roller brush does not rotate | Robot only |
| Main brush issue | Main brush cannot be installed | Robot only |
| Map issue | Incomplete map | Robot only |
| Map issue | Map lost | Robot only |
| Map issue | Map skew/overall offset/ overlay | Robot only |
| Map issue | Map cannot be switched | Robot only |
| Map issue | Unable to save map | Robot only |
| Map issue | Map creation failed | Robot only |
| Map issue | Chaotic cleaning path | Robot only |
| Map issue | Path skew | Robot only |
| Mop pad holder issue | The mop plate falls off; no magnetism | Robot only |
| Mopping issue | Mop has large water stains | Robot only |
| Mopping issue | Large amount of water when mopping | Robot only |
| Robot issue | Crash (machine pauses for no reason during cleaning) | Robot only |
| Robot issue | The mop tray does not rotate | Robot only |
| Robot issue | One high and one low mop tray | Robot only |
| Robot issue | The mop cannot be raised or lowered | Robot only |
| Robot issue | The indicators on the robot keep flashing when it is turned on, but the machine does not work; the button light is abnormal | Robot only |
| Robot issue | Automatic restart | Robot only |
| Robot issue | Unresponsive buttons on robot | Robot only |
| Robot issue | Unable to turn on; buttons unresponsive | Robot only |
| Robot issue | Abnormal chassis elevation | send the robot only |
| Robot issue | The mop pad does not expand outward | send the robot only |
| Robot issue | Abnormal roller cover component | send the robot only |
| Robot issue | fluffy roll anomaly | send the robot only |
| Side brush issue | Side brush falling off | Robot only |
| Side brush issue | Side brush cannot be raised or lowered | Robot only |
| Side brush issue | Side brush cannot extend | Robot only |
| Side brush issue | The side brush is deformed or damaged | Robot only |
| Smart speaker issue | Smart speaker(Alexa,Google assistance,Siri) cannot connect to the robot and wifi. | Robot only |
| Smart speaker issue | Smart speakers (Alexa,Google assistance,Siri) cannot control machines | Robot only |
| Smart speaker issue | The user can't wake the robot up with voice control, or tell the robot to clean designated room. | Robot only |
| Speaker issue | The robot will not make any sound, including saying start charging | Robot only |
| Speaker issue | The microphone does not respond to user speech, such as during video calls. | Robot only |
| Wheel issue | Drive wheel slip | Robot only |
| Wheel issue | Driving wheel oil leakage | Robot only |
| Wheel issue | Other abnormalities of driving wheel | Robot only |
| Wheel issue | Universal wheel broken | Robot only |
| Robot water tank issue | Flatbed water tank abnormality (cannot recognize the water tank) | Robot only |
| Suction issue | Weak suction, not suck dust, abnormal sound while working | Robot only |
| Robot appearance issue | The robot is scratched, dirty, foreign matter, color difference, or damaged | Robot only |
Comments
1 comment
All this information has appeared after the robot has been sent. It is to late to help.
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