Problems

We have some many problems withe the robot , few times a week goes to online , have problem with positioning, tried few times to restart and remap but still the problem appears

Hello,

Please follow the steps below to troubleshoot the connection issue:

1. Check whether your robot is powered off. If it is, press and hold the power button to turn it on, then reconfigure the network by tapping “+ Add Device”.

2. Open the robot's cover and check the Wi-Fi indicator status while configuring the network.
   * A solid blue Wi-Fi light indicates that the connection has been established successfully.
   * If the Wi-Fi light is solid blue but the app still shows the robot as offline, please try reconfiguring the network again by tapping “+ Add Device”.
   * Please note that resetting the robot may also reset your maps and other settings.

3. If the Wi-Fi indicator is flashing, please check whether the network signal is weak. Insufficient Wi-Fi coverage may cause the robot to go offline during cleaning. If the issue persists, try turning your router off and back on, then refresh the app to check whether the robot comes back online.

4. Try creating a mobile hotspot using one phone and connecting another phone to that hotspot. Then connect the robot to the hotspot and check whether the Wi-Fi connection is successful.
   * If the robot can connect successfully to the hotspot, the issue may be related to your home Wi-Fi environment.
   * Please try reconnecting the robot using a 2.4 GHz Wi-Fi network.

5. Log in to your router settings and navigate to Wireless > Wireless MAC Address Filtering. Check whether any access restrictions or MAC address filtering features are enabled. If so, disable them and try again.

Regarding the positioning issue:

* If the docking station has not been moved, please place the robot back on the docking station as soon as possible. The robot should automatically recover the map. If map recovery fails, start a new cleaning task. After the robot finishes cleaning and automatically returns to the dock, the map should be saved again.

* If the docking station has been moved, or there have been significant changes to the surrounding environment, the robot may fail to position itself correctly. Other possible causes include wheel slippage on wet floors or the robot becoming stuck during operation. Please check based on your actual usage conditions.

* If you have multiple maps saved, please ensure that the app is switched to the correct map corresponding to the area where the robot is operating. Otherwise, positioning failure may occur.

If the above steps do not resolve the issue, we recommend contacting our after-sales support team for further assistance. Please provide the device SN (serial number) and proof of purchase when contacting us, and we will offer further support based on your specific situation.

Thank you for your cooperation and understanding.
0808 502 1616
aftersales@dreame.tech
(Mon. to Sun. 9:00–18:00)