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Roborock Customer Service Center - Technical Support

1. Please check that the machine is powered on as scheduled cleaning is ineffective when it is

powered off.

2. Please check that the battery capacity is higher than 20% as the scheduled cleaning is

ineffective when the battery capacity is lower than 20%. It is recommended to keep the machine

on the dock charger and work in standby mode.

3. Please check that the cleaning timer is correctly set; for example, if it is set to "Once", the

setting will not be effective after being executed once, or if it is set to "Workday" and the current

day is a weekend day, scheduled cleaning will also be ineffective.

23. Q: Why can't the firmware be updated to the latest version in one go?

A: The firmware update involves a key update package. It means that when updating from

version A to version C, version B cannot be neglected to check version C updates. Updates

should be carried out in the order of A->B->C, rather than A->C.

24. Q: Why can't the app map be updated? (Updated on August 10, 2018)

A: 1. An Internet connection is essential for obtaining the map of the Mi Home robotic vacuum

cleaner. The map may not be refreshed successfully in poor network environments.

2. The map of the Mi Home robotic vacuum cleaner can be obtained only when the cleaner

works within the Wi-Fi coverage. The map may not be refreshed successfully when the machine

itself is located underneath a sofa or far away from your router.

3. Domain name resolution of the map server is not well supported by some routers and

operators, meaning that refreshing the map always fails. Roborock will promptly offer a solution

to resolve this technical problem. The customer service center can try to help a user to change

the DNS of the router to 114.114.114.114 to test the effectiveness.

If the problem persists, the customer service center can refer the user to the technical support

team.

Exception

: The cleaner is connected via hotspots. The maps can be displayed correctly in the

Mi Home app, but occasionally the maps cannot be display when connected via a router.

Understand the broadband operator of the user. Typical broadband operators such as China

Unicom and China Telecom don't have such a problem. But some smaller operators such as

Great Wall, Broad Netcom, etc. are not very stable, so sometimes the map cannot be displayed.

It is recommended that the user adjusts the MTU in the router settings to 1300, because the

larger the MTU, the longer the delay to transmit a data packet. The larger the MTU, the greater

Содержание S6 Series

Страница 1: ...Roborock Customer Service Center Technical Support 1 Roborock Customer Service Center Technical Support Document Roborock Robotic Vacuum Cleaner S6 Series FAQ Version v1 0 ...

Страница 2: ...op cover is loose 14 9 Q What s the hole in the front of the machine 14 10 Q What are things on the two rear sides of the machine 14 11 Q What are the two metal tabs on the bottom of the machine 14 12 Q What s the black area on the white dock charger 14 13 Q What is the metal strip that can be pressed on the bottom of the dock charger 14 14 Q What s the purpose of the small wheel on the rear of th...

Страница 3: ...strong enough not to be easily broken 17 29 Q Is the upper cover wear resistant 17 30 Q What should I do when the laser head protective cover of the machine is stained 17 31 Q What s the black soft rubber ring on the dust bin and what s its purpose 17 32 Q Why is only one side brush provided rather than two 17 33 Q Will the machine be affected if the packaging box is slightly deformed damaged 18 3...

Страница 4: ...Will my private information be disclosed 22 21 Q Is there a potential risk of electric shock when touching the dock charger 22 22 Q What s the red flashing light when looking at the laser distance sensor LDS with the naked eye and is it harmful to my eyes 23 23 Q Why does the robotic vacuum cleaner not clean some areas for example a 2 mm balcony with black floor is neglected 23 24 Q What is the am...

Страница 5: ...in detection feature provided Updated on July 04 2018 28 6 Q Will long term charging consume more power Will overcharging shorten the service life of the battery 29 7 Q Why does it take longer to charge in summer 29 8 Q Why does it fail to power on in winter 29 9 Q Will the laser head be damaged due to the interference from a full length mirror 29 10 Q How long can the machine work for once fully ...

Страница 6: ...harge after spot cleaning 33 11 Q Why does route planning fail 33 12 Q Why can t the machine clean a room with a door that was previously closed 33 13 Q Why does the machine automatically power off Updated on January 31 2018 33 14 Q Can scheduled cleaning be enabled after the machine is powered off 34 15 Q Why can t the machine cross a curtain or bed sheet 34 16 Q Can the machine memorize a map Ho...

Страница 7: ...when the machine cannot be found in the Mi Home app 38 4 Q What should I do when the machine displays an inaccurate battery capacity 38 5 Q Why does the direction of the map frequently change 38 6 Q What should I do when the map or path is askew 39 7 Q How many times a day can schedule cleaning be set 39 8 Q What s the purpose of the DND Do Not Disturb mode 39 9 Q What s the purpose of the machine...

Страница 8: ... the app map interface indicate respectively 43 27 Q Why does the iOS based app always reload a plug in 43 28 Q Why I am alerted with Device Initialization Failed when tapping the machine on the Device List page in the iOS based app 43 29 Q Is unencrypted Wi Fi supported 43 30 Q App issue summary for different phone models 43 31 Q Why does the robotic vacuum cleaner automatically go offline the da...

Страница 9: ...ould I do when error 21 occurs 49 21 Q What should I do when error 22 occurs 49 22 Q What should I do when error 23 occurs 50 23 Q What should I do when I get a message from the machine that it has failed to return to the starting point 50 24 Q What should I do when I get a message from the machine that the filter is blocked when I remove the dust bin 50 25 Q What should I do when I get a message ...

Страница 10: ...when I get a message regarding part replacement from the Mi Home app 53 3 Q Can the side brush main brush dust bin and filter be washed with water 53 4 Q Can the filter be washed with water Why 53 5 Q What should I do when the side brush is deformed 53 6 Q What should I do when the main brush is entangled with hair 53 7 Q What should I do when the left right wheel is entangled with string 54 8 Q W...

Страница 11: ...epair updated on March 27 2019 59 5 Q Do I have to power the machine off after cleaning 60 6 Q Notes for the first use of the Roborock robotic vacuum cleaner 60 7 Q If a user s firmware version of the Roborock robotic vacuum cleaner is 3 3 9_00xxx0 and the user has received a prompt for the latest version while there is no prompt for 3 3 9_00xxx1 what should the user do Updated on November 13 2018...

Страница 12: ...e cleaner is being connected to the app Updated on November 22 2018 63 16 Voice packet updates for the S6 series Roborock robotic vacuum cleaners 64 17 How does Tmall Genie operate the cleaner through voice control updated on March 7 2019 65 18 Differences between S6 series and S5 series Roborock robotic vacuum cleaners updated on March 27 2019 66 19 Can the robotic cleaner check whether the charg...

Страница 13: ... will not impact product performance 4 Q What s the height of the machine A The machine has an overall height of about 9 65 cm and may not be suitable for use in areas where furniture is lower than 10 cm 5 Q What s the diameter of the machine A The machine has a diameter of 35cm and may not be suitable for use in areas with a width of less than 38 cm 6 Q What s the small brush on the right of the ...

Страница 14: ...nsor which allows to machine to align with the dock charger for recharging 10 Q What are things on the two rear sides of the machine A On the rear left of the machine is the air outlet and on the right is the speaker The black thing visible inside the air outlet is the soundproof sponge that is used to reduce the noise from the air outlet 11 Q What are the two metal tabs on the bottom of the machi...

Страница 15: ...s the sealing strip together with the floor forms a stable and closed high static pressure area to improve suction 17 Q What s the purpose of the six transparent windows on the bottom of the machine A These are cliff sensors The machine uses these six IR sensors to detect steep drops and prevent the machine from falling 18 Q What s the purpose of the handful of black bristles on the side brush and...

Страница 16: ...large items of waste 23 Q What s the purpose of the white label on the bottom screw A This is a tamper label that should not be removed or damaged otherwise this will void your warranty 24 Q What s the purpose of the hole on the right of the machine body Updated on January 31 2018 A This is the machine s wall sensor It is a high precision distance sensor used to achieve precision edge cleaning by ...

Страница 17: ...re but please note that this will not impact the machine s performance If you are particularly concerned about this you can make some circular protective films to stick on it 31 Q What s the black soft rubber ring on the dust bin and what s its purpose A The black soft rubber ring on the dust bin is an FIP seal ring that has the advantages of being both tightly sealed and dustproof The dust bin is...

Страница 18: ... robotic vacuum cleaner 1 dock charger 1 power cable 1 filter 1 installed in the machine mop 1 water tank 1 filter element 1 pair installed on the water tank moisture proof mat 1 disposable mop 10 and mop bracket 1 mop material polyester nylon board material PP The following is also included gift filter 1 mop 1 and filter element 2 pairs The power cable is 130cm in length 35 Q Are the accessories ...

Страница 19: ...there s no one at home 5 Q Can it clean effectively A The floating main brush structure of the machine hugs the floor to ensure waste is vacuumed into the dust bin In addition the high power fan provides high negative pressure to gather up any dust while the self regulating side brush is capable of cleaning waste along the wall and in front of furniture Lastly the route planning navigation algorit...

Страница 20: ...A It works well on low pile or suede carpets but may not be suitable for some high pile carpets or dark carpets because high pile carpets may block the cliff sensor on the bottom of the machine thereby making the machine regard it as a steep drop that it should avoid This is also true for some dark carpets that may have good light absorption ability 11 Q What should I do when it frequently gets st...

Страница 21: ...ification mode supported A Only 2 4GHz Wi Fi is supported Encryption methods that require user names to be entered such as 5GHz and 802 1x are not supported 17 Q Why does the robotic vacuum cleaner only support 2 4G networks Updated on August 13 2018 First of all Mi Home app supports 2 4G network connections Secondly the 2 4G network is a traditional Wi Fi network band Advantages strong penetratio...

Страница 22: ...to its surroundings All things considered the 2 4G Wi Fi network has been selected for this product We apologize for any inconvenience Thank you for your support 18 Q What should I do if the robotic vacuum cleaner accidentally sucks water into its system A Please remove the dust bin and main brush of the machine use a dry cloth to wipe any water off and then dry the machine in a well ventilated pl...

Страница 23: ...reby avoid cleaning them 2 If there is dust on the cliff sensor the cliff sensor may be wrongly triggered for non dark floors Please use soft and dry cloth to carefully clean the four cliff sensors on the bottom of the machine and then try again 3 Some places may be missed if the wall sensor is dirty Please clean the wall sensor on the right of the machine 24 Q What is the ambient noise level of t...

Страница 24: ...reign matter or jammed and there is an issue with the main brush cover If there is a fault with the main wheels it can be sent back to the customer services The customer service department will make a judgment and perform a BIT test and flow test on the left and right wheels It should be easy to reproduce such failures 3 Main brush gear box issue This is caused by foreign matter becoming entangled...

Страница 25: ... send you one for you to test out and see if it works 29 Q What should I do when there is high water flow too much water the cloth is too wet A You can adjust the water control switch for the water tank and select the setting with the outlined water droplet mark for more modest water output If the solution is not working please check for the following 1 The filter is not installed in place If this...

Страница 26: ...llo the crack you re referring to here is the parting line The mold our factory used for infusion are made by joining several parts together and two materials infuse in the mold The dust bin is manufactured using such molds As dust bins are transparent the parting line is rather visible This is not a quality issue and the dust bin can be used normally 33 Q Users complain about cracks on their wate...

Страница 27: ...blocked filters updated on November 29 2017 A Check whether the filter has turned black in this case Generally speaking the color black indicates that the filter is blocked The user needs to pay attention to the cleaning method Do not put the mop on the water tank and use a brush to clean it This way dust can easily block the filter through the mop If the problem is caused by water quality the use...

Страница 28: ...tection feature is not practical In addition the dust detection feature may frequently fail and the sensor may be easily covered or blocked by dust that may result in misjudgment thus this kind of sensor has not designed to be used on the vacuum cleaner 4 Q What kind of fan is used and what is the suction capacity A A world class brushless fan manufactured by NIDEC is used Maximum suction capacity...

Страница 29: ... complaints about the charging speed slowing down Updated on May 31 2018 A When used at high or low temperatures the machine will automatically reduce the charging speed so as to extend battery life Starting from June 11 the charging time is 5 hours when used below 16 degrees Celsius and 10 hours when used below 7 degrees Celsius for all models 8 Q Why does it fail to power on in winter A Please e...

Страница 30: ...What s the purpose of the floating main brush structure A On an uneven floor the floating main brush structure will adapt to the changes in floor level thereby ensuring effective cleaning and the maximum suction pressure 15 Q Do I have to power the machine off after cleaning A No The machine will automatically return to the dock charger after cleaning for recharging Once fully charged the machine ...

Страница 31: ...cked by scale deposits The water pump is a consumable product that is prone to failure and damage As a result the cleaner cannot function properly The Roborock water tank adopts a botanically biomimetic system The structure is reliable and durable and the water tank filter can be easily replaced at a low price Software Algorithm related 1 Q Why does the machine turn around rather than going straig...

Страница 32: ...act furniture to ensure the most effective cleaning result However please rest assured that as the machine is provided with an ultrasonic sensor and a laser distance sensor most furniture can be properly identified and the machine will decelerate before impact thus furniture or the machine itself will not be damaged 5 Q Why does the speed of the side brush change frequently A The side brush when w...

Страница 33: ...map saving function is enabled the cleaner can return to recharge via the app or by pressing the recharge key following spot cleaning 11 Q Why does route planning fail A If the machine is moved somewhere far away from the breakpoint it may fail to locate its own position In this case you will prompted with Failed to plan route due to long distance Start cleaning again In general the machine can lo...

Страница 34: ...ize a map It will return to the dock charger if the battery is low and then continue working once charged The map will be automatically cleared at the end of the cleaning task without the need for manual intervention In map saving mode after the cleaner starts cleaning from the dock changer and following a successful automatic recharge the map will be automatically saved and used for the next clea...

Страница 35: ... is turned on and the map is saved 20 Q How do I set up no go zones and invisible walls Updated on September 29 2018 A Go to machine settings and turn on map saving mode Place the machine on the dock changer and wait for the cleaner to complete a full cleaning cycle and automatically return to the dock changer Once completed select Map Management and set the no go zones and invisible walls Note Th...

Страница 36: ...ated on September 30 2018 A After the map saving function is enabled the map will be updated each time a cleaning task is finished as long as the cleaner automatically recharges and the saving conditions are met So changes to the home environment can be identified 25 Q Why is the saved map reset How can I restore it Updated on January 8 2019 A If the machine is moved or powered on and off the mach...

Страница 37: ...address or whitelist Change the DNS address Exception 1 Huawei emui and some Samsung phones system Android phones are not able to establish a connection using conventional quick connection methods The user should switch manually just like Apple users do Turning off WLAN does not fix the problem Exception 2 Wi Fi connection method for Huawei P20 When the cleaner is connected to Wi Fi return to Wi F...

Страница 38: ...aning key and also the Recharge key until you are alerted with the Reset Wi Fi voice prompt 2 Move your phone within 1 m of the machine and then open the Mi Home app 3 Wait until the robotic vacuum cleaner is detected and then connect it to the Internet 4 Please check that the positioning permission for the Mi Home app is not disabled 4 Q What should I do when the machine displays an inaccurate ba...

Страница 39: ...ced The DNS mode will be disabled once the cleaning starts or there is any active operation such as removing the dust bin The machine will enter the DND mode again if it is left inactive for a certain period of time This mode is enabled in the factory and is effective between 22 00 08 00 by default It can be enabled or changed by using your mobile phone 9 Q What s the purpose of the machine positi...

Страница 40: ...15 Q What should I do when firmware update fails stops A 1 Please update the Mi Home client to the latest version An old client version may fail to normally display firmware update prompts 2 If there is a poor network signal downloading OTA packages may fail or time out Please place the machine and dock charger near your wireless router and try again 3 Check that the machine is connected to the do...

Страница 41: ...fferent devices or share your machine with your family members via General Share Device on your mobile phone However some features of the shared device can only be available on the primary account 21 Q What should I do if I buy a cleaner and want to share it with family or friends but there is no sharing function on the settings page of the cleaner Updated on August 13 2018 A At present only mainl...

Страница 42: ...ccessfully in poor network environments 2 The map of the Mi Home robotic vacuum cleaner can be obtained only when the cleaner works within the Wi Fi coverage The map may not be refreshed successfully when the machine itself is located underneath a sofa or far away from your router 3 Domain name resolution of the map server is not well supported by some routers and operators meaning that refreshing...

Страница 43: ...he green point indicates the dock charger the yellow point indicates the machine and the red one indicates the loading data of the map 27 Q Why does the iOS based app always reload a plug in A If your iOS based mobile phone has insufficient free space some cache files will be automatically deleted A plug in may be deleted by the system Please retain sufficient space on your mobile phone 28 Q Why I...

Страница 44: ... the map saving mode in the machine s settings via the app otherwise the map cannot be saved 2 Place the cleaner on the dock changer with the map saving mode turned on and start a full cleaning cycle without interruption The map will automatically be saved after the cleaner returns to the dock charger 34 Q What should I do if the automatic area division is not accurate A When the machine is on sta...

Страница 45: ...art the machine to continue cleaning 2 Press and hold the OFF key to power the machine off and then start the machine again to continue cleaning 3 If the laser distance sensor does not rotate use your finger or a tool to toggle the laser distance sensor to check that no foreign matter is stuck in the laser head and then start the machine to continue cleaning 2 Q What should I do when error 2 occur...

Страница 46: ...and remove the foreign matters If the problem persists please use a Phillips screwdriver to remove the side brush for cleaning 7 Q What should I do when error 7 occurs A Error 7 indicates that the main wheel motor is overloaded because the main wheel is stuck 1 Check whether the main wheel is entangled if so manually reverse the main wheel gently to remove the foreign matter 2 If the machine gets ...

Страница 47: ...ser 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 f...

Страница 48: ...11 Q What should I do when error 11 occurs A Error 11 indicates that the machine has detected an intense magnetic field when starting 1 The starting point may be too close to a barrier tape Please move the machine and start it in another place 2 The machine has started near an intense magnetic field such as a speaker or floor mounted socket Please move the machine and start it in another place 12 ...

Страница 49: ... has detected excessive tilt when starting Please start the machine on a level floor 17 Q What should I do when error 17 occurs A Error 17 indicates that the machine has detected a side brush module failure Please stop the machine and turn it over Use your finger to grasp the side brush and forcedly and repeatedly rotate it forward and in reverse a few times to eliminate this failure 18 Q What sho...

Страница 50: ...d 2 Check whether the machine is trapped in a lower area 3 Check whether the machine is dragging a movable object that blocks its passageway 24 Q What should I do when I get a message from the machine that the filter is blocked when I remove the dust bin A It indicates that the filter is partially blocked error 10 occurs when the filter is completely blocked Carefully clean the filter and check th...

Страница 51: ...ndicator turns off Press and hold the Cleaning key again to power it on to check whether the machine resumes operation 2 With the light indicator on press the Reset button using a paperclip or other sharp object to check whether the machine resumes operation 3 If the problem persists after the steps above are completed with the light indicator on press and hold the Recharge key and then press the ...

Страница 52: ...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...

Страница 53: ...sh or filter is not broken and works well you can select the Reset button from your phone and continue use 3 Q Can the side brush main brush dust bin and filter be washed with water A Yes After washing please thoroughly dry and reinstall them in place especially the filter otherwise the system will prompt you to clean it 4 Q Can the filter be washed with water Why A Yes The Roborock robotic vacuum...

Страница 54: ...tter is stuck inside the inner wall of the main brush module or at the inlet of the suction hose 3 check whether any foreign matter is stuck in the main wheel 4 check whether any foreign matter is stuck in the side brush 5 check whether any foreign matter is stuck in the omni directional wheel 6 check whether any foreign matter is stuck in the black wear pad of the main brush cover 7 check whether...

Страница 55: ...ter Dry it thoroughly before use again 13 Q How do I clean the omni directional wheel A Turn the machine over and pinch the wheel upwards to pull it off You can also use tools to gently pry it off from one side After cleaning please put it back and press it down to secure it Note the base of the omni directional wheel can be removed with an external device 14 Q What should I do when the main brush...

Страница 56: ...ipt of the product It should be noted that the robotic vacuum cleaner includes two parts the machine body and the dock charger Please be aware that only the faulty part either the machine body or the dock charger will be exchanged according to the fault point found 3 What are the customer service policies for the sale of the robotic vacuum cleaner itself as well as the consumables sold separately ...

Страница 57: ... in the 7 day return policy Products that are artificially damaged or lost are not included in the 7 day return policy Return policy for quality problems Consumables that are inspected and confirmed by the customer service center as not usable due to quality problems can be returned within 7 days from the day following the date of receipt the invoice should be returned at the same time Customer se...

Страница 58: ...lf will be guaranteed for 1 month and the replaced accessories and parts will be guaranteed for 3 months d For customers who purchase the product without order forms and invoices or in an informal manner the warranty period is calculated as follows the warranty period is 2 months after the date of manufacture provided on the side of the package e During the warranty period if the product has yet a...

Страница 59: ...he dock charger after a short while and shuts off This type of battery problem is mostly seen in the machines sold in April because a small batch of battery cells were abnormal This batch of battery cells are mostly in machines with an SN number from 13871 00264 to 13871 00274 3 The system keeps prompting Error 10 the filter is blocked in Silent mode and does not prompt an error in any other mode ...

Страница 60: ... at home it is recommended to clear them aside before using the mopping function or stick barrier tape around the rug carpeted area d The cleaner is about 9 65cm high with a diameter of 35cm It is possible that the cleaner is unable to access areas that are less than 10cm high and less than 38cm wide 7 Q If a user s firmware version of the Roborock robotic vacuum cleaner is 3 3 9_00xxx0 and the us...

Страница 61: ...th with detergent to wipe the steps and wheels If the cleaner still can t pass the steps we recommend you create a small slope to reduce the wear of the robotic cleaner s main wheels and to ensure the normal use of the robot Thank you for your support If you have any issues during use of the cleaner please leave a message at any time 10 Q The robotic cleaner gets stuck when it encounters a circula...

Страница 62: ...otic cleaner three dots in the upper right corner robot settings robot time zone Asia Beijing 2 view the Mi Home app area Mi Home app My device Settings Area Mainland China If this doesn t work the user can switch to Singapore before switching back to Mainland China 3 Mobile phone settings Language and text Switch to Simplified Chinese usually on Huawei mobile phones 4 It is recommended that users...

Страница 63: ... is not available in the default voice packets To ensure the products are sold in designated areas a product used with an overseas IP does not display the English voice packet This information is something the customer support team can know but please do not directly copy and paste it Note Cleaners sold in mainland China can be connected to servers in all regions Cleaners sold outside mainland Chi...

Страница 64: ...Roborock Customer Service Center Technical Support 64 16 Voice packet updates for the S6 series Roborock robotic vacuum cleaners ...

Страница 65: ...ethod 1 Connect the Roborock Xiaowa robotic vacuum cleaner to the Internet Download the Mi Home app and follow the prompts to configure the device s Internet connection and binding 2 Bind the robotic cleaner to Tmall Genie a Find My device in the lower right corner of the Tmall Genie app select the Smart Home option under Skill Settings tap the button in the upper right corner to select Roborock t...

Страница 66: ...nd features include Map Management 3 0 area selection area division no go zone settings and adjustable cleaning tasks 3 A brand new noise reduction design Noise has been reduced by 50 while maintaining powerful 2000Pa suction 4 A new sweeping experience The water volume of the water tank can be adjusted between two settings the disposable mop can be used and disposed directly and the detachable ma...

Страница 67: ...mode during this process 20 Q What s the function of the water tank s position sensor Updated on March 27 2019 A 1 It is used to trigger a voice reminder when the water tank is installed and removed 2 After the water tank is installed the user will be reminded whether the water volume is sufficient or not during the cleaning process 3 If the water tank has been installed in the cleaner for more th...

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