Troubleshooting guide
How to fix the problem
The update usually requires a stable connection and sufficient battery, and the installation conditions depend on the model. Gradual distribution of a new version is not a failure: different bots can receive it at different times.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Preparation of renewal terms
Prevent the bot from starting another task.
Steps to follow
- Open the official app and check the specific version offered for your model.
- Place the robot in the powered base and reach the charge level required by the instructions.
- Check for stable internet at the base and complete the cleanup task.
- After starting the installation, do not disconnect the base or reboot the robot just because the progress has stopped for a moment.
Preparing for retesting and support
Only after a clear failure message.
Steps to follow
- Record the error, time, current version, and at what stage the process stopped.
- If the app allows you to retry, perform an official retry after checking the connection first.
- If a new version is not yet offered, check the manufacturer's distribution information instead of looking for the file on another site.
- If the robot does not respond after a failure, do not interrupt the power again and contact the manufacturer for the model recovery procedure.
Features, menus and error codes depend on the exact robot and dock model and software version. Instructions for another series may not apply.
If the problem persists
If the update fails at the same stage, please provide the current and proposed versions and the error text to support. Do not use firmware files from another region and unofficial rewriting methods.
Request a repair