Xiaowa E5 Series Installation guide

Roborock Customer Service Center - Technical Support
Roborock Customer Service Center - Technical Support Document
FAQs for Xiaowa Robot
Vacuum Cleaner E5 Series
Version 1.0
Tommy
9/5/2017
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Roborock Customer Service Center - Technical Support
Table of Contents
Appearance-related 7
1. Q: Is it normal if the machine is found to be slightly scratched when unpacking? 7
2. Q: Is it normal if the machine body and top cover are scratched after use? 8
3. Q: What's the height of the machine? 8
4. Q: What's the diameter of the machine? 8
5. Q: What's the small brush in the right of the machine? 8
6. Q: Is it normal that the loose portion in the front of the machine is movable? 9
7. Q: Why does a circular portion protrude from the top? 9
8. Q: What is the black glass bar in the front of the machine? 9
9. Q: What are two sides in the rear of the machine? 9
10. Q: What are two metal tabs on the bottom of the machine? 10
11. Q: What's the black area on the dock charger? 10
12. Q: What is the metal strip that can be pressed on the bottom of the dock charger? 10
13. Q: What's the movable wheel set on the bottom front of the machine body? 10
14. Q: What's the purpose of the transparent long adhesive tape on the bottom of the
main brush cover? 11
15. Q: What's the purpose of the 4 transparent windows on the bottom of the machine?
11
16. Q: What's the purpose of a handful of black hair on the side & main brush covers? 11
17. Q: What's the purpose of the black rubber in two sides on the bottom of the main
brush cover? 11
18. Q: Is it normal that the main brush structure on the bottom is free to move up and
down? 12
19. Q: What's the purpose of the transparent film exposed when the main brush is
removed? 12
20. Q: What's the purpose of the iron wires on the main brush cover? 12
21. Q: What's the purpose of the white label on the bottom screw? 12
22. Q: Why are two wheels of the machine free to move up and down? 13
23. Q: Why is the tread pattern of the machine designed to be serrated? 13
24. Q: Is it normal that the side brush, bottom cover and exterior are scratched? 13
25. Q: Is the upper cover of the machine rugged, or is it easily broken? 13
26. Q: Is the upper cover wear resisting? 13
27. Q: What should I do when the exterior of the machine is easy to be stained? 14
28. Q: What's the black soft rubber ring set on the dust bin and what's the purpose? 14
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Roborock Customer Service Center - Technical Support
29. Q: Why is only one side brush provided rather than two? 14
30. Q: Will the machine be affected by some deformation/damage of the packing box? 15
31. Q: What is the standard equipment configuration? 15
32. Q: Are the accessories applicable to both Roborock and Mi Home products? 15
33. Q: What's the purpose of the black sunken window on the bottom of the machine? 16
Use-related 16
1. Q: What's the best location to set the dock charger? 16
2. Q: Is a bumper strip required? 16
3. Q: Is it suitable for solid wood/composite/archaized/tile floor? 17
4. Q: What should I do when I feel it is too noisy? 17
5. Q: Can it clean effectively? 17
6. Q: Is mopping possible for the machine? 18
7. Q: How long will it take to clean my home? 18
8. Q: Is it suitable for overseas markets? 18
9. Q: Is timer cleaning supported? How to set it? 18
10. Q: Is it suitable for a carpet? 19
11. Q: What should I do when it frequently gets stuck in a balcony? 19
12. Q: What should I do when it frequently gets stuck in the same place and reports an
error? 19
13. Q: What should I do when it always travels with a waste bin or a slipper? 20
14. Q: Can I move the machine when it is working? 20
15. Q: Can it work normally in a completely black environment? 20
16. Q: Is 5GHz Wi-Fi or 802.1x verification mode supported? 20
17. Q: What should I do when the machine draws water? 20
18. Q: Can it automatically empty the waste? 21
19. Q: Will my private information be public? 21
20. Q: Is there a potential risk of electric shock when touching the dock charger? 21
21. Q: Why does the robotic vacuum cleaner neglect some locations (for example, the 2cm
balcony with black floor is neglected)? 21
22. Q: What is the sound level of the robotic vacuum cleaner? 22
23. Q: How long will the robotic vacuum cleaner take to charge? 22
24. Q: Will tire's trace be left on the floor behind the robotic vacuum cleaner? 22
25. Q: What should I do when the machine works noisily? 23
26. Q: What should I do when there is no water/too little water/too dried cloth for
mopping? 24
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Roborock Customer Service Center - Technical Support
27. Q: What should I do when there is high water flow/too much water/too wet cloth? 25
28. Q: Is it normal that the machine slightly tilts after recharging? 25
29. Q: Why does the machine try two or three times to interface with the dock charger for
successful recharging? 25
31. Q: The machine cannot move across a step with a height of or near 2cm. 26
Hardware and structure-related 27
1. Q: How far is the distance of the infrared deceleration? 27
2. Q: Is dust detection feature provided? 27
3. Q: What kind of fan is used and what is the suction capacity? 27
4. Q: Is dust full detection provided? 28
5. Q: Will long-term charging consume more power? Will overcharge shorten the service
life of the battery? 28
6. Q: Why does charging take more time in summer? 28
7. Q: Why does power-on fail in winter? 29
8. Q: How long can it work in full charge state? 29
9. Q: Is electric motor overload protection mechanism available? 29
10. Q: What's the RPM of the side brush, main brush and fan? 30
11. Q: What kind of lithium battery is used and what's the capacity? 30
12. Q: What's the purpose of the floating main brush structure? 30
13. Q: Do I have to power the machine off after cleaning? 30
14. Q: Can the machine still work after the main brush is removed? 31
15. Q: Will the magnetism of the virtual wall be reduced overtime? 31
Software & Algorithm-related 31
1. Q: Why does the machine turn around rather than going straight ahead in an open
field? 31
2. Q: Why is the machine not designed to fully avoid impact on furniture? 31
3. Q: Why does the speed of the side brush change frequently? 32
4. Q: Why is the brush and fan not turned off to recharge the machine? 32
5. Q: Why does the side brush and main brush of the machine reverse? 32
6. Q: Why does the machine recharge after working twice in my house? 33
7. Q: Why is the machine automatically powered off? 33
8. Q: Can timer cleaning be enabled after the machine is powered off? 33
9. Q: Can the machine memorize a map and how to clear the memory? 33
10. Q: What should I do when I do not want to continue cleaning or I would like to restart
cleaning? 34
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Roborock Customer Service Center - Technical Support
11. Q: If the dock charger is not the start point of the cleaning operation, will the machine
look around for the dock charger when sweeping is finished? 34
Mobile phone-related 35
1. Q: What should I do when Wi-Fi connection timeout always occurs? 35
2. Q: What should I do when the machine frequently gets offline? 35
3. Q: What should I do when the machine cannot be found in Mi Home APP? 36
4. Q: What should I do when the machine displays an inaccurate battery capacity? 36
5. Q: How many times in a day can timer cleaning be set for the machine? 37
6. Q: What's the purpose of the DND (Do Not Disturb) mode? 37
7. Q: What's the purpose of the machine positioning feature? 37
8. Q: Is it normal when the path seems repetitive? 37
9. Q: Are spot cleaning records not shown in cleaning records? 38
8. Q: How long can cleaning records be retained? 38
9. Q: Can notifications be blocked from the APP? 38
10. Q: Why is the button in APP delayed for a long time? 38
11. Q: What should I do when firmware update fails/update stops? 38
12. Q: Is multi-router roaming supported? 39
13. Q: Is Wi-Fi amplifier/relay supported? 39
14. Q: What's the 3G/4G traffic consumption for the mobile phone? 39
15. Q: Can the machine be connected to several devices at a time? 39
16. Q: Is the machine connected to only one mobile phone or tablet? How to have it
remotely controlled by my family members? 40
17. Q: What should I do when the machine cannot automatically start working even if the
timer cleaning is enabled? 40
19. Q: Can the machine work normally when moving from Wi-Fi coverage area to
non-Wi-Fi coverage area during cleaning? 41
20. Q: Why does iOS-based APP always re-load a plug-in every time? 41
21. Q: Why I am alerted with "Device Initialization Failed" when tapping the machine on
the Device List page for iOS-based version APP? 41
22. Q: Is unencrypted Wi-Fi supported? 41
23. Q: APP issue summary for different mobile phone models 42
24. Q: The robotic vacuum cleaner will be automatically offline in the following day after
the Wi-Fi is normally connected 42
25. Q: Why don't I receive the upgrade notifications? 42
Troubleshooting-related 43
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Roborock Customer Service Center - Technical Support
1. Q: What should I do when error 2 occurs? 43
2. Q: What should I do when error 3 occurs? 43
3. Q: What should I do when error 4 occurs? 43
4. Q: What should I do when error 5 occurs? 44
5. Q: What should I do when error 6 occurs? 44
6. Q: What should I do when error 7 occurs? 44
7. Q: What should I do when error 8 occurs? 45
8. Q: What should I do when error 9 occurs? 45
9. Q: What should I do when error 10 occurs? 45
10. Q: What should I do when error 11 occurs? 45
11. Q: What should I do when error 12 occurs? 46
12. Q: What should I do when error 13 occurs? 46
13. Q: What should I do when error 14 occurs? 46
14. Q: What should I do when error 17 occurs? 47
15. Q: What should I do when error 18 occurs? 47
16. Q: What should I do when error 20 occurs? 47
17. Q: What should I do when error 23 occurs? 47
18. Q: What should I do when I get a message from the machine that the strainer is
blocked when I remove the dust bin? 48
20. Q: What should I do when failing to power the machine on? 48
Routine Maintenance-related 49
1. Q: What would be better with regard to the maintenance schedule for the machine? 49
2. Q: Do I have to replace consumables when I get a message regarding part replacement
from Mi Home APP? 49
3. Q: Can the side brush, main brush, dust bin and strainer be flushed with water? 50
4. Q: Can the strainer be flushed with water? Why? 50
6. Q: What should I do when the main brush is entangled by hair? 50
7. Q: What should I do when the left/right wheel is entangled by wires? 50
8. Q: What should I do when the machine works with sudden high noise? 51
9. Q: Can I use wet cloth to wipe off the machine body/dock charger? 51
10. Q: What's the frequency of replacement for the side brush and main brush? 52
11. Q: How to remove the strainer for cleaning? 52
13. Q: How to clean the omni-directional wheel? 52
14. Q: What should I do when the main brush is deformed due to entangled wires? 53
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Roborock Customer Service Center - Technical Support
Appearance-related
1. Q: Is it normal if the machine is found to be slightly scratched when
unpacking?
A: The product may be slightly scratched due to in-transit bumps. It is
guaranteed that, however, each set of machine delivered to our dear end
user is new and unused.
2. Q: Is it normal if the machine body and top cover are scratched after
use?
A: As your machine will inevitably be slightly scratched and impacted
during use, it is subject to normal trace of use that will not present an
impact on product performance.
3. Q: What's the height of the machine?
A: The machine has the overall height of about 9.05cm and may not be
applicable to areas where furniture is 9.2cm high or below.
4. Q: What's the diameter of the machine?
A: The machine has the diameter of 35cm and may not be applicable to
areas with width lower than 38cm.
5. Q: What's the small brush in the right of the machine?
A: This is the side brush of the robotic vacuum cleaner. The side brush,
when running, is mainly used to sweep waste along the wall or barrier up
to the bottom of the main brush, which is then suctioned into the dust bin.
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Roborock Customer Service Center - Technical Support
6. Q: Is it normal that the loose portion in the front of the machine is
movable?
A: The structural member in the front side that can be compressed is a
bumper. This is an important sensor structure that helps the machine to
detect a barrier in the range of 180 degrees in the front. A barrier in the
front can be effectively detected with a slight physical impact.
7. Q: Why does a circular portion protrude from the top?
A: The protruding part on the top of the machine is an omni-directional
recharge sensor that is used to detect the recharge signals from the dock
charger and command the machine to go back and recharge. At the same
time, when the machine is moving, it also detects the collision-avoidance
signals from the dock charger in order to prevent the machine from
getting too closed to the dock charger.
8. Q: What is the black glass bar in the front of the machine?
A: The black glass bar is the infrared deceleration sensor of the machine.
It helps the machine to detect barriers in the front and commands the
machine to slow down and impact the barrier slightly.
9. Q: What are two sides in the rear of the machine?
A: In the left of the machine tail is the speaker and in the right is the air
outlet. The black thing visible inside the air outlet is the soundproof
sponge or the air sieve, used to reduce the noise in the air outlet.
10. Q: What are two metal tabs on the bottom of the machine?
A: The two metal tabs on the bottom of the machine body are positive and
negative terminals of the charging contact, which contact the charging tab
of the dock charger to realize the charging function.
11. Q: What's the black area on the dock charger?
A: This is the signal transmission area for the dock charger where the IR
recharge signal is transmitted to lead the machine to align with the
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Roborock Customer Service Center - Technical Support
recharge port for charging.
12. Q: What is the metal strip that can be pressed on the bottom of the
dock charger?
A: This is the charge tab of the dock charger. It contacts the charging
contact on the bottom of the machine body to implement the charging
function and is flexible to ensure better contact.
13. Q: What's the movable wheel set on the bottom front of the machine
body?
A: This is the omni-directional wheel of the machine that can be rotated
360 degrees. Its outside is finished with flexible materials to effectively
prevent scratch on a floor.
14. Q: What's the purpose of the transparent long adhesive tape on the
bottom of the main brush cover?
A: The adhesive tape on the bottom of the main brush cover is the sealing
strip. When the machine runs, the sealing strip, together with the floor,
forms a stable and closed high static pressure space to improve dust
collection effect.
15. Q: What's the purpose of the 4 transparent windows on the bottom
of the machine?
A: These are cliff sensors. The machine uses these 4 IR sensors to sense
cliff regions to prevent falling.
16. Q: What's the purpose of a handful of black hair on the side & main
brush covers?
A: This is the hair isolation bundle to prevent hair twining. It is a patented
design and useful to prevent intrusion of hair into the bearing that can
result in overheating or jamming.
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Roborock Customer Service Center - Technical Support
17. Q: What's the purpose of the black rubber in two sides on the
bottom of the main brush cover?
A: This is the wear pad of the main brush cover. The soft rubber pad will
effectively avoid direct contact of the main brush cover with the floor that
may result in scratch.
18. Q: Is it normal that the main brush structure on the bottom is free to
move up and down?
A: Yes. To realize seamless cleaning, the floating main brush system used
can automatically well fit the topography on a rugged ground to improve
cleaning effectiveness.
19. Q: What's the purpose of the transparent film exposed when the
main brush is removed?
A: This is the dust pick-up hose structure that can be smoothly connected
to the floating main brush and dust bin and also effectively ensures trash
to be taken into the dust bin regardless of moving up or down.
20. Q: What's the purpose of the iron wires on the main brush cover?
A: These two stainless steel wires are mainly used to prevent cable
winding or intrusion of large-volume trash.
21. 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.
22. Q: Why are two wheels of the machine free to move up and down?
A: Inside the wheels is a suspension system that can provide sufficient
downward pressure for the machine body to help the machine to cross an
obstacle.
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Roborock Customer Service Center - Technical Support
23. Q: Why is the tread pattern of the machine designed to be serrated?
A: For an off-road tire of 70mm in diameter, the serrated tread pattern
design can effectively improve the obstacle performance of the machine.
24. Q: Is it normal that the side brush, bottom cover and exterior are
scratched?
A: During use, the side brush may be deformed when running into an
obstacle or the bottom cover may be rubbed. This is normal trace of use
and will not present an impact on product performance.
25. Q: Is the upper cover of the machine rugged, or is it easily broken?
A: Both the upper cover and its joint point are made of resilient materials.
The upper cover will not be easily broken except for malicious damage.
26. Q: Is the upper cover wear resisting?
A: The polishing technology is used for the upper cover such that the
surface is smooth, flat and bright and will not be scratched except for
malicious damages such as use of a hard object or pointed object.
27. Q: What should I do when the exterior of the machine is easy to be
stained?
A: It can be cleaned with napkins or cloth. You can also purchase or make
some pasters or stickers to protect it.
28. Q: What's the black soft rubber ring set on the dust bin and what's
the purpose?
A: The black soft rubber ring set on the dust bin is the seal ring formed by
using the FIP process that features tight sealing and dust proof ability.
The dust bin is closely mated with ducts in two sides with the help of the
FIP seal ring.
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Roborock Customer Service Center - Technical Support
29. Q: Why is only one side brush provided rather than two?
A: Firstly, the side brush of the robotic vacuum cleaner is mainly used to
clean waste accumulated along a wall or at the root of an obstacle. The
side brush is not a main cleaning structure when cleaning in other areas.
For example, for non-wall cleaning, if the side brush always runs in high
speed, it may make the waste fly about. The side brush can be
dynamically regulated and the speed of the side brush will be reduced for
non-wall cleaning to prevent waste flying about. Secondly, it is designed
in such a way that only one side cleans against a wall or the root of an
obstacle and the side brush is not required in the other side. Finally, if two
side brushes are designed, when cables are twined, two side brushes
running in reverse direction are more easily to be twined such that the
machine can be easily twined. From the above, only one side brush is
designed.
30. Q: Will the machine be affected by some deformation/damage of the
packing box?
A: The outer container may be deformed or damaged due to in-transit
squeezing or vibration. Inner packing boxes and liners have been subject
to strict drop and vibration tests and will provide good protection over the
machine and ensure the machine inside will not be affected in any
manner. Please be assured to unpack and use the machine.
31. Q: What is the standard equipment configuration?
A: Machine body * 1, dock charger * 1, power cable * 1, water tank * 1,
cleaning cloth * 1, filter replacement * 3 pairs, washable dustbin filter* 1,
main brush cleaning tool *1, remote control*1.
32. Q: Are the accessories applicable to both Roborock and Mi Home
products?
A: General-purpose accessories: main brush, side brush, main brush
cover, strainer (Mi Home strainers are not washable), virtual wall, water
tank, cleaning cloth, water tank filter
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Roborock Customer Service Center - Technical Support
33. Q: What's the purpose of the black sunken window on the bottom of
the machine?
A: This is the motion tracking sensor. It helps the machine calibrate its
motion to ensure a precise Z-shape cleaning path.
34. Q:What's the difference between E2、E3 and E5?
A：E5 upgrades the dynamic cleaning acceleration algorithm, making the
cleaning speed up to 10% compared with E2/E3, with capacity of
5200mAh battery, fan suction capacity up to 2000Pa
Use-related
1. Q: What's the best location to set the dock charger?
A: The dock charger should be set in such a way that about 0.5m in left
and right each, 1.5m or more in the front are reserved, with its backside
against the wall. It is generally recommended to set the dock charger in
your living room that is generally spacious. Do not set the dock charger in
a confined and congested place.
2. Q: Is a bumper strip required?
A: The machine is provided with an infrared deceleration sensor, allowing
the machine to automatically reduce its speed in most instances. In
addition, the bottom of the machine is provided with a bumper strip. As
impact is very slight at home, an additional bumper strip is not required.
At the same time, if the infrared deceleration sensor is blocked by your
purchased bumper strip, some problems may occur, such as severe
collision and route error.
3. Q: Is it suitable for solid wood/composite/archaized/tile floor?
A: Well, the machine works well on all these floors and will surely not
scratch them.
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Roborock Customer Service Center - Technical Support
4. Q: What should I do when I feel it is too noisy?
A: As a product that truly helps you to clean your home thoroughly, it is
normal to makes some operating noises. You can download Mi Home
APP, connect it to your machine and then select the Silent mode. Or, you
can also start the machine when there's no one at home with the remote
control function or the timer cleaning function.
5. Q: Can it clean effectively?
A: The floating main brush structure of the machine is capable of fitting
closely onto the floor to take waste into the dust bin; the high power fan
provides high negative pressure to collect dust; the self-regulating side
brush is capable of cleaning waste along the wall and in front of furniture;
the inertial navigation based path programming algorithm allows the
machine to cover all areas by cleaning in Z-shape first, then efficiently
work along the wall; the combination of the features above ensures its
good cleaning effectiveness.
6. Q: Is mopping possible for the machine?
A: Of course. The mopping module consists of a 140ML high-capacity
water tank, main brush equal-width mopping cloth, constant-speed water
outlet filter and rear auxiliary wheel, and is capable of effectively
removing dust on the floor.
7. Q: How long will it take to clean my home?
A: It depends on operating time, room size, furniture arrangement, etc. In
generally, it takes not more than 60 minutes to clean a 80 sq.m.
two-bedroom flat, and may be shorter if furniture is well arranged and
there is little trash.
8. Q: Is it suitable for overseas markets?
A: The power supply works well in the range of 100-240V/50-60HZ and
thus can be used in overseas markets.
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Roborock Customer Service Center - Technical Support
9. Q: Is timer cleaning supported? How to set it?
A: Yes. Please download Mi Home APP and connect it to your machine.
On the Setting option, you can add timer operation. After setting, the set
timer cleaning will not be affected regardless of whether the machine is
connected to Wi-Fi.
10. Q: Is it suitable for a carpet?
A: It works well on undercoat or suede carpets, but may not be suitable
for some shag carpets or dark carpets because shag carpets may block the
cliff sensor on the bottom of the machine, thereby making the machine
regard it as a cliff 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 stuck in a balcony?
A: In case that the machine gets stuck in a balcony due to a small step, it
is recommended to buy a dedicated virtual wall from an official channel
to prevent getting stuck.
12. Q: What should I do when it frequently gets stuck in the same place
and reports an error?
A: Please check whether this place has the width or height basically the
same as that of the machine. If so, it is recommended to buy a dedicated
virtual wall from our official mall to prevent the machine entering this
area.
13. Q: What should I do when it always travels with a waste bin or a
slipper?
A: Well. It is hard for the machine to sense a light object. Please collect
other things on the floor before the machine works, to prevent these
objects being pushed or pulled during operation.
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Roborock Customer Service Center - Technical Support
14. Q: Can I move the machine when it is working?
A: When the machine is in operation, please try to start it near where it
was after pause.
15. Q: Can it work normally in a completely black environment?
A: Of course. All sensors attached on the machine body can work well in
a completely black environment.
16. Q: Is 5GHz Wi-Fi or 802.1x verification mode supported?
A: Only 2.4GHz Wi-Fi is supported; ways of encryption requiring input of
user name like 5G and 802.1x are not supported.
17. Q: What should I do when the machine draws water?
A: Please remove the dust bin and main brush of the machine, use dry
cloth to wipe water off and then dry the machine in a well ventilated
place. Remove the strainer on the dust bin and flush the dust bin and
strainer with tap water. After drying, reinstall them. It should be noted
that the strainer should be completely dried before reuse; otherwise, the
strainer may be frequently blocked.
18. Q: Can it automatically empty the waste?
A: No. Please regularly manually clean the dust bin.
19. Q: Will my private information be public?
A: User privacy will not be divulged. The map information will only be
uploaded when the app is used.
20. Q: Is there a potential risk of electric shock when touching the dock
charger?
A: No. Firstly, the dock charger outputs no current except when the
machine is connected; secondly, the dock charger without the machine
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Roborock Customer Service Center - Technical Support
has the output voltage of DC 4.2V which is far less than 36V, the safe
voltage for human body; finally, please be assured that the dock charger is
provided with short circuit and current leakage protection features such
that it can be automatically powered off in abnormal situations.
21. Q: Why does the robotic vacuum cleaner neglect some locations (for
example, the 2cm balcony with black floor is neglected)?
A: 1. The machine may regard the dark floor or carpets with good light
absorption ability as a cliff that it should avoid. Therefore, they are not
cleaned.
2. If there is dust on the cliff sensor, the cliff sensor may be wrongly
triggered for non-dark floors. Please use soft & dry cloth to carefully
clean the 4 cliff sensors on the bottom of the machine and then try again.
3. The area around the dock charger is the anti-collision restricted area,
which is specially designed to prevent the machine from being twined by
the power cable of the dock charger or hitting the dock charger.
Therefore, the machine will automatically avoid this area instead of
cleaning it.
22. Q: What is the sound level of the robotic vacuum cleaner?
A: When measuring at 1m away, the sound level is between about 60 and
66 dB. It may have a slight difference depending on machine model.
23. Q: How long will the robotic vacuum cleaner take to charge?
A: It will be fully charged from empty in about 3.5 hours.
24. Q: Will tire's trace be left on the floor behind the robotic vacuum
cleaner?
A: The tires of the robotic vacuum cleaner are made of flexible materials
and on the bottom of the main brush is a cushion rubber; in addition, the
face of the omni-directional wheel is also made of flexible materials. The
machine has the total weight of 3.0kg and thus will not scratch the floor
in normal use condition.
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Roborock Customer Service Center - Technical Support
25. Q: What should I do when the machine works noisily?
A: 1. The omni-directional wheel is noisy mainly because there is too
much dust under the bed or sofa at your home for the first two times. It is
recommended to remove the omni-directional wheel to clean dust inside
the bearing and use cotton swabs to remove particles inside the bearing
hole.
Besides, there are two kinds of noises made by the omni-directional
wheel. If the noise happens when the machine is turning around, please
remove the omni-directional wheel, clean the bearing holes with cotton
swabs, and use some cooking oil on the bearing. If the noise happens
when the machine is going straight, then the noise is made by the
horizontal axis. Please clean the omni-directional wheel.
2. Foreign matters are drawn into the main brush or small solid particles
are suctioned into the dust bin. Please clean the main brush or empty the
dust bin.
3. The machine clatters when retreating or turning around because on a
floor, in rare situations, black wear pads in two sides of the main brush
cover rub against the floor when retreating or turning around.
This is normal and requires no special treatment. Wear pads, after a
certain period of time, will have lower friction and thus the noise
disappears naturally. If any foreign matter is attached to the wear pads,
the noise will disappear after the foreign matter is removed.
The machine clatters transiently when going straight ahead. This may
occur when the machine travels over carpets or rugged floors. The
floating main brush clatters transiently due to upward/downward setting
of ground clearance. This requires no special treatment in normal
condition. This may occur to a new machine but only last for a short
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Roborock Customer Service Center - Technical Support
period of time and will disappear over time.
26. Q: What should I do when there is no water/too little water/too
dried cloth for mopping?
A: Troubleshooting: 1. Check whether the water tank runs out of water;
refill water if necessary. 2. Make sure that the mopping cloth has been
tightly installed. If the cloth is not tightly installed, the white filter
assembly may not properly supply water to the mopping cloth. 3. The
filter may be blocked. Please immerse the filter assembly in citric acid or
white vinegar; if the problem persists, replace the filter assembly. 4. The
mopping cloth is dirty. Please clean it before reuse. 5. Do not use
non-original mopping cloth that may result in insufficient water flow. 6.
Please wet the mopping cloth before mopping and squeeze it dry before
installation. 7. The water tank is not installed in place. Please ensure that
the water tank is installed in place.
27. Q: What should I do when there is high water flow/too much
water/too wet cloth?
A: Troubleshooting: 1. The filter is not installed in place. If so, press the
filter into place with your thumb. 2. The O ring of the filter falls. If the O
ring is lost, replace the filter assembly. 3. Do not use non-original
mopping cloth that may result in too high water flow.
28. Q: Is it normal that the machine slightly tilts after recharging?
A: It is normal that the machine slightly tilts left or right and its use and
charging operation will not be affected as long as normal charging is
possible.
29. Q: Why does the machine try two or three times to interface with the
dock charger for successful recharging?
A: Well. Please check whether the charging contact area on the bottom of
the machine is dirty, which may result in charging failure. If any, please
clean it. This may also cause by any highly reflective mirrors nearby the
dock charger. Please change the location of the dock charger.
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Roborock Customer Service Center - Technical Support
30. Q: There are cracks on the dust bin reported by user.
A: This is the parting line. Most molds used for perfusion are made up of
several parts. Two materials fuse here, so that the parting line presents
after the mold is opened. The dust bin is transparent, thereby the parting
line is more obvious. It is not a quality problem. Please use it as normal.
31. Q: The machine cannot move across a step with a height of or near
2cm.
A: If the machine cannot move across any steps with a height of the
threshold value, it may be caused by the ground circumstances. You are
suggested to wipe the step and the wheels using cloth with some
detergent, and try again. If the machine still cannot move across it, please
make a small slope to facilitate the operation of the machine and reduce
the abrasion of the main wheel.
Hardware and structure-related
1. Q: How far is the distance of the infrared deceleration?
A: The deceleration distance may vary from 2 to 20cm by the color and
size of the object. It is normal that the machine may fail to accurately
detect dark barriers with good light absorption ability or very thin
barriers.
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