Roborock Customer Service Center - Technical Support
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31. Q: What should I do when the machine travels along an abnormal path (circular motion)?
A: This may be caused by the sensors being blocked. It is recommended to remove dust on
the sensors, including the wall sensor, cliff sensors and the ultrasonic sensor.
32. Q: According to user feedback, the Roborock robotic vacuum cleaner fails to recharge. How
does one find out whether the problem is related to finding the dock charger, connecting to the
dock charger or the charging process itself? (Updated on March 27, 2018)
a.
Watch the recharge video (50cm in front of the dock charger). If the recharge test shows
that the machine disconnects from the dock charger, please wipe the charging contact
area first before testing again. If it still does not connect or if the connection is unstable, it
is recommended that user put the machine directly on the dock charger. At that time, the
will indicator out and the system prompts "Charging". If the machine does not disconnect
from the dock charger for a period of time, then the charging function is normal. Otherwise,
there is a fault with the charging function. If the charging test fails yet again after the dock
charger is moved to another position, please advise the user to send the machine for repair.
b.
If the machine cannot find the dock charger after several tests, and the machine cannot
even find the dock charger after it has been charged at the same dock charger before it
starts the cleaning task, then there is a fault when finding the dock charger. First, check
the receiver indicator for connection, or see if the black area of the dock charger is dirty
and try again after wiping it clean. If the fault still cannot be fixed, please advise the user
to send the machine for repair.
c.
During a recharge test, if the robotic vacuum cleaner has to connect several times before
successfully connecting to the charger, or the machine always tips to one side when
connecting to the charger, then it is a connection failure. Please ask the user to send the
machine for repair.
33. Q: What should I do when an internal error occurs to the Roborock robotic vacuum cleaner?
(Updated on October 9, 2018)
A: Hello. Please update the firmware to version 3.3.9_001632 first. If the machine still prompts
an internal error after updating the software, please provide a screenshot of the specific fault
information of the internal error and send it to customer service, who will then build a customer
service work order according to the information in the screenshot.
