Roborock Customer Service Center - Technical Support
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to remove the water tank and eliminate any issues with the wheels.
c.
Confirm whether the problem occurs with or without a water tank.
If the cleaner operates normally without a water tank, the user can provide a picture of the
water tank and mop. Check if the mop is installed flat and the velcro is aligned. If not, instruct
the user to remove the mop and reinstall it flat before use. The user can also check if the mop
is dirty. Instruct the user to clean the mop or replace it with a spare one (the service life for a
mop is 3-6 months. You can remind the user to replace it in a timely manner.)
If the mop is newly replaced and installed flat, check whether the water tank is deformed
(refer to the figure below). If any deformation occurs, the water tank should be returned to the
factory for inspection and replaced with a new water tank. At the same time, the user should be
reminded that it is better to empty the water tank when not use, and not to dry it in direct sunlight
to avoid any exception.
If the robotic vacuum cleaner still spins in place after the water tank is removed, a preliminary
diagnosis is that the wheels are slipping. It is recommended that the user soak a piece of cloth
with some detergent, wring the cloth until it does not drip water, wipe the wheels, and then give
it a try after the wheels are clean and dry. If convenient, it is recommended that the user clean
the floor with ordinary mops first before starting the vacuum cleaner. If this does not work,
please return the machine, the water tank, and the mop to the designated maintenance center
for testing and diagnosis.
d.
The robotic vacuum cleaner can clear obstacles up to 1.5cm high when the water tank
is installed, and 2cm without the water tank. Check to see if the user has stairs in the
house. If so, photos of the stairs should be requested to see if the step is higher than
the obstacle clearance threshold. It is suggested to take a video to see if the way the
robotic vacuum cleaner climbs obstacles is abnormal. If the height of the step is about
2cm, it is recommended that the user make a slope for easier access. If the step is
lower than 1.5cm and the machine can function normally before entering and exiting
the kitchen, it can be diagnosed that the fault is due to a slipping wheel. It is thus
recommended to clean the wheels and steps (from grease, water stains, etc.).
e.
In addition to the above methods, it is required to ask the user about the weather, the
temperature, if it has rained frequently lately and whether the humidity has increased.
It is recommended to try the cleaner again on a nice day.
