Not emptying into dock bag

I have been having an issue where I am having to clean the robot's cartridge out instead of it being sucked up into the bag when it returns to the dock. It does go through all the motions when it returns to the dock and makes a noise alongside the voice saying that it is emptying it... but it has not been sucessful in taking up the dirt into the dock. I thought it may be the bag as i had trouble sourcing new bags so I had emptied an reused an old bag but I got some new bags and the same issue is occuring. I have the app set to high frequency emptying as I have a dog and a cat. Any thoughts?

Hello,

Regarding the issue you mentioned with poor dust collection performance, we suggest trying the following troubleshooting steps:

After the cleaning task is completed, please manually tap the “Dust collection / Auto-empty” button in the app to test whether the function works properly.

If the dust collection starts but fails to remove the debris, please check whether the outlet of the dustbin is blocked by lint or hair. Fine, fluffy hair can be difficult to suction and may interfere with the airflow or the fan operation. In this case, we recommend cleaning it manually.

Additionally, we suggest increasing the cleaning frequency and the auto-empty frequency to help reduce the accumulation of dust and debris.

If the issue persists after the above steps, we kindly ask you to send the device’s serial number (S/N), proof of purchase, as well as relevant photos or videos to our after-sales team. We will follow up on the case and provide you with an appropriate solution.

Thank you for your understanding and cooperation.

E-mail:
aftersales@dreame.tech