Roborock S6 Series Faq
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Roborock S6 Series Faq

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Roborock Customer Service Center - Technical Support
Roborock Customer Service Center - Technical Support Document
Roborock Robotic Vacuum
Cleaner S6 Series FAQ
Version: v1.0
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Summary of Contents for Roborock S6 Series

  • Page 1 Roborock Customer Service Center - Technical Support Roborock Customer Service Center - Technical Support Document Roborock Robotic Vacuum Cleaner S6 Series FAQ Version: v1.0...
  • Page 2 Roborock Customer Service Center - Technical Support Table of Contents Appearance-related ....................13 1. Q: What is the difference between S60, S61 and S65?........13 2. Q: Is it normal if the machine is found to be slightly scratched after it is unpacked? ......................
  • Page 3 .................... 18 34. Q: What is in the box? (Updated on March 12, 2019)........18 35. Q: Are the accessories for the Roborock vacuum cleaner compatible with Mi Home accessories? (Updated on January 15, 2018) ........... 18 Use-related ......................18 1.

  • Page 4: Table Of Contents

    Roborock Customer Service Center - Technical Support 8. Q: Is it suitable for overseas markets? (Updated on March 9, 2019) ....20 9. Q: Is scheduled cleaning supported? How do you set it? (Updated on January 31, 2018) ......................20 10.
  • Page 5 16. Q: Can the machine still work after the main brush is removed? ....30 17. Q: Will the magnetism of the virtual wall be reduced overtime? ..... 30 18. Q: Why don't Roborock and Xiaowa robotic vacuum cleaners use an electric water tank? (Updated on November 29, 2018) ............ 31...
  • Page 6 Roborock Customer Service Center - Technical Support Software & Algorithm-related ................... 31 1. Q: Why does the machine turn around rather than going straight ahead in an open area? ......................31 2. Q: How does it divide an area into zones? ............31 3.
  • Page 7 Roborock Customer Service Center - Technical Support 22. Q: What should I do if the cleaner still clean the areas where invisible walls or no-go zones have been set up? (Updated on September 29, 2018) ....35 23. Q: Is it necessary to buy physical barrier tapes if the no-go zone and invisible wall function is enabled? (Updated on September 29, 2018) .......
  • Page 8 Roborock Customer Service Center - Technical Support 20. Q: Can the machine only be connected to one mobile phone or tablet? How can it be remotely controlled by my family members? .......... 41 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) ................
  • Page 9 Roborock Customer Service Center - Technical Support 4. Q: What should I do when error 4 occurs? ............46 5. Q: What should I do when error 5 occurs? ............46 7. Q: What should I do when error 7 occurs? ............46 8.
  • Page 10 (Updated on March 27, 2018) ................52 33. Q: What should I do when an internal error occurs to the Roborock robotic vacuum cleaner? (Updated on October 9, 2018) ..........52 Routine Maintenance-related ..................
  • Page 11 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...
  • Page 12 What's the solution? (Updated on March 29, 2019) ........................63 15. What does the suffix of the Roborock robotic vacuum cleaner's name mean when the cleaner is being connected to the app? (Updated on November 22, 2018) ......................
  • Page 13 Roborock Customer Service Center - Technical Support Appearance-related 1. Q: What is the difference between S60, S61 and S65? S60 is marble white, S61 is marble gold, and S65 is jet black. The rest of the functions and accessories are no different.
  • Page 14 Roborock Customer Service Center - Technical Support machine can effectively detect obstacles in front upon a slight physical impact. 8. Q: Why is there a circular orange rotating component protruding from the top? Is it normal that the top cover can be pushed? Is it normal that the top cover is loose? A: The protruding part on the top is the LDS (laser distance sensor), which is a core component of the machine.
  • Page 15 Roborock Customer Service Center - Technical Support better contact. 14. Q: What's the purpose of the small wheel on the rear of the water tank? A: This is the follower wheel of the water tank that can improve the obstacle clearance capability when a mopping module is installed.
  • Page 16 10mm should be kept between walls and the Roborock robotic vacuum cleaner. 25. Q: Why can the two wheels of the machine move up and down? A: The wheels are equipped with a suspension system that can provide sufficient downward pressure to help the machine to overcome an obstacle.
  • Page 17 Roborock Customer Service Center - Technical Support 27. Q: Is it normal that the side brush and bottom cover are scratched? A: During use, the side brush may become deformed upon collision with an obstacle or the bottom cover may become scratched. This is a normal sign of use and will not impact product performance.
  • Page 18 34. Q: What is in the box? (Updated on March 12, 2019) A: Standard content in a Roborock robotic vacuum cleaner box: robotic vacuum cleaner *1, dock charger *1, power cable *1, filter *1 (installed in the machine), mop *1, water tank *1, filter...
  • Page 19 Roborock Customer Service Center - Technical Support 2. Q: Is a bumper strip required? A: The machine is provided with a laser distance 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.

  • Page 20: Q: Is It Suitable For Overseas Markets? (Updated On March 9, 2019)

    Roborock Customer Service Center - Technical Support 8. Q: Is it suitable for overseas markets? (Updated on March 9, 2019) A: It works well with a power supply in the range of 100-240V/50-60Hz and thus can be used in overseas markets. However, since the vacuum cleaner needs to be connected to a local server, vacuum cleaners purchased in mainland China might not be able to connect to the Internet and use the Mi Home app.

  • Page 21: Q: What Should I Do When It Always Pushes A Waste Bin Or A Slipper

    Roborock Customer Service Center - Technical Support 13. Q: What should I do when it always pushes a waste bin or a slipper? A: It is hard for the machine to detect light objects. Please gather up objects on the floor before starting the machine so as to prevent these objects being pushed or pulled during operation.

  • Page 22: Q: Can The Machine Automatically Empty The Waste

    Roborock Customer Service Center - Technical Support the other hand, these situations will be greatly improved when using a 2.4G network. Although 2.4G may result in a slower network speed, it is only slow compared to a 5G network. Therefore, the devices connected to the Mi Home app are generally on a 2.4G network.

  • Page 23: 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

    Roborock Customer Service Center - Technical Support is provided with short circuit and current leakage protection features such that it can be automatically powered off in abnormal situations. 22. Q: What's the red flashing light when looking at the laser distance sensor (LDS) with the...

  • Page 24: Q: What Should I Do When The Machine Make An Abnormal Noise

    Roborock Customer Service Center - Technical Support main brush is equipped with a cushion rubber. In addition, the surface of the omni-directional wheel is also made of flexible materials. The machine has a total weight of 3.6kg, thus it will not scratch the floor during normal use.

  • Page 25: Q: What Should I Do When There Is No Water/Too Little Water/The Mop Is Too Dry? (Updated On March 12, 2019)

    Roborock Customer Service Center - Technical Support upward/downward setting of ground clearance. This usually requires no special treatment. This may occur to a new machine but only last for a short period of time and will disappear over time. 28. Q: What should I do when there is no water/too little water/the mop is too dry? (Updated on...

  • Page 26: Q: Why Does The Machine Require Two Or Three Attempts At Connecting With The Dock Charger For It To Start Charging

    Roborock Customer Service Center - Technical Support not be affected as long as normal charging is possible. 31. Q: Why does the machine require two or three attempts at connecting with the dock charger for it to start charging? A: Please check whether the charging contact area on the bottom of the machine is dirty as this may result in charging failure.

  • Page 27: Q: Users Complain About Cracks On Their Wall Sensor (Updated On November 13, 2018)

    Roborock Customer Service Center - Technical Support 34. Q: Users complain about cracks on their wall sensor (updated on November 13, 2018). A: The line inside the casing is the welding line for the wall sensor. This is not a quality issue.

  • Page 28: Hardware And Structure-Related

    Roborock Customer Service Center - Technical Support Hardware and structure-related 1. Q: What's the detection range and precision of the laser head? A: The laser distance sensor can accurately detect distances under 6 m and has an error rate of ±1% within 3 m, that is, a difference of less than 1 cm for a distance of 1 m.

  • Page 29: Q: Will Long-Term Charging Consume More Power? Will Overcharging Shorten The Service Life Of The Battery

    Roborock Customer Service Center - Technical Support 6. Q: Will long-term charging consume more power? Will overcharging shorten the service life of the battery? A: Charging stops after the battery is full. The motherboard is powered directly from the dock charger and the battery is in standby mode and thus the battery performance will not be affected.

  • Page 30: Q: Is There A Motor Overload Protection Mechanism Available

    Roborock Customer Service Center - Technical Support 11. Q: Is there a motor overload protection mechanism available? A: All electric motors are provided with a motor overload protection mechanism, including the side brush motor, main brush motor, main wheel motor, LDS motor and vacuum cleaner fan motor.

  • Page 31: Q: Why Don't Roborock And Xiaowa Robotic Vacuum Cleaners Use An Electric Water Tank? (Updated On November 29, 2018)

    Roborock Customer Service Center - Technical Support 18. Q: Why don't Roborock and Xiaowa robotic vacuum cleaners use an electric water tank? (Updated on November 29, 2018) A: 1. Although electric tanks have a large water volume, the dimensions of the mop are limited.

  • Page 32: Q: Why Does The Machine Slow Down In An Open Area

    Roborock Customer Service Center - Technical Support complete cleaning the originally divided areas first before taking care of the extended areas. 3. Q: Why does the machine slow down in an open area? A: In the exceedingly rare occasions, highly reflective objects such as electric appliances with a mirrored surface or highly reflective furniture in a home environment will interfere somewhat with the laser distance sensor.

  • Page 33: Q: Why Doesn't The Machine Clean The Middle Area

    Roborock Customer Service Center - Technical Support when not entwined, may also reverse briefly when it hits certain obstacles. 8. Q: Why doesn't the machine clean the middle area? A: The machine will firstly work along the border of the area and then work in a Z-shaped path to cover the middle area.

  • Page 34: Q: Can Scheduled Cleaning Be Enabled After The Machine Is Powered Off

    Roborock Customer Service Center - Technical Support on the main body of the machine flashes every 8 seconds. The machine will automatically power off after 12 hours or more in sleep mode. In addition, it will automatically power off if the battery is too low.

  • Page 35: Q: Why Won't The Machine Return To The Dock Charger When I Press The Recharge Key While The Machine Is Working

    Roborock Customer Service Center - Technical Support 18. Q: Why won't the machine return to the dock charger when I press the Recharge key while the machine is working? A: 1. The machine will return to the dock charger when you press the Recharge key if the machine starts working from the dock charger.

  • Page 36: Q: Is It Necessary To Buy Physical Barrier Tapes If The No-Go Zone And Invisible Wall Function Is Enabled? (Updated On September 29, 2018)

    Roborock Customer Service Center - Technical Support areas previously set as no-go zones and with invisible walls set up. 2. The cleaner has successfully positioned itself, but the location of the cleaner on the map is different from where it is actually at. This can cause the cleaner to cross invisible walls or enter no-go zones because the cleaner matches another similar environment when repositioning.

  • Page 37: Phone-Related

    Roborock and Xiaowa cleaners to Wi-Fi. Updated on June 1, 2018 Exception 3: A glitch with the page error prompt when iPhone users click into the Roborock robotic vacuum cleaner interface (updated on May 14, 2018) A: This occurs because the user's Mi Home app is an old version. It is recommended that the user upgrades the app.

  • Page 38: Q: What Should I Do When The Machine Frequently Goes Offline

    Roborock Customer Service Center - Technical Support necessary to use the corresponding interface of the Mi Home app, which is something that the older version of Mi Home does not have. This is the reason this problem occurs. This explanation is provided for customer service agents only. There is no need to explain this to users.)

  • Page 39: Q: What Should I Do When The Map Or Path Is Askew

    Roborock Customer Service Center - Technical Support 6. Q: What should I do when the map or path is askew? A: The map of the robotic vacuum cleaner takes the environment near the starting point as a reference. If there are a few other things near the starting point, it may result in a poor frame of reference.

  • Page 40: Q: How Long Can Cleaning Logs Be Retained? (Updated On January 3, 2019)

    Roborock Customer Service Center - Technical Support 12. Q: How long can cleaning logs be retained? (Updated on January 3, 2019) A: The cleaner only retains cleaning logs for seven days. The logs can be saved after being uploaded to the server. (Spot cleaning logs are not included in the cleaning logs.) 13.

  • Page 41: Q: Can The Machine Be Connected To Several Devices At A Time

    Roborock Customer Service Center - Technical Support consumption on any other page. 19. Q: Can the machine be connected to several devices at a time? A: Yes. You are allowed to use the same Xiaomi account to log in to different devices and also to view and control your robotic vacuum cleaner on your Android OS-based or iOS-based mobile phone or tablet.

  • Page 42: Q: Why Can't The Firmware Be Updated To The Latest Version In One Go

    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.

  • Page 43: Q: Can The Machine Work Normally When Moving From An Area With Wi-Fi To An Area Without Wi-Fi During Cleaning

    Roborock Customer Service Center - Technical Support the probability that the bits in the packet will be wrong. If the map is still not displayed after change the setting to 1300, please go to the user experience option and provide the SN for customer service troubleshooting.

  • Page 44: Wi-Fi Is Normally Connected

    Roborock Customer Service Center - Technical Support machine appears in the Wi-Fi list but is invisible in the app) iPhones: The "capitalize the initial letter by default" feature is enabled such that the password is incorrect and Wi-Fi cannot be connected.

  • Page 45: Troubleshooting-Related

    Roborock Customer Service Center - Technical Support the map. If area division is not accurate, you can go to Map Management > Edit Area to adjust the zones. You can schedule the machine to clean the zoned area/room at a specified time.

  • Page 46: Q: What Should I Do When Error 4 Occurs

    Roborock Customer Service Center - Technical Support 4. Q: What should I do when error 4 occurs? A: Error 4 indicates that the cliff sensor is faulty: 1. Pick up any dark carpet where the error may occur or use a virtual wall for blockage. 2. This error may occur when the cliff sensors on the bottom are dirty or blocked.
  • Page 47 Roborock Customer Service Center - Technical Support to remove the water tank and eliminate any issues with the wheels. c. Confirm whether the problem occurs with or without a water tank. If the cleaner operates normally without a water tank, the user can provide a picture of the water tank and mop.

  • Page 48: Q: What Should I Do When Error 9 Occurs

    Roborock Customer Service Center - Technical Support 9. Q: What should I do when error 9 occurs? A: Error 9 indicates that the machine has detected that the dust bin or filter is not installed: 1. Reinstall the dust bin or filter if necessary. 2. If a non-Xiaomi filter purchased from a third party is used, please buy a genuine filter from Xiaomi Store.

  • Page 49: Q: What Should I Do When Error 14 Occurs

    Roborock Customer Service Center - Technical Support 14. Q: What should I do when error 14 occurs? A: Error 14 indicates that the machine has detected battery failure. Do not use the machine in extremely low (0°C or below) or extremely high (40℃ or above) temperatures. When the battery detects a temperature exception, the machine will automatically power off to ensure battery safety.

  • Page 50: Q: What Should I Do When Error 23 Occurs

    Roborock Customer Service Center - Technical Support ensure that it can correctly receive the recharge signal. This error occurs if the machine is disconnected when moving away from the dock charger or the dock charger is moved away. 22. Q: What should I do when error 23 occurs? A: Please clean the signal transmission area of the dock charger.

  • Page 51: Q: What Should I Do When The Machine Works Abnormally And Always Knocks Into A Wall Or Furniture

    "Restoring the original version" sounds. After restoring the original version, try again to check whether it can be normally powered on. 30. How do I restore the Roborock robotic vacuum cleaner to its initial version, reset Wi-Fi or reset the system? A: To reset the system: When the cleaner is turned on, press the system reset button (lift the upper cover to press the Reset button).

  • Page 52: Q: What Should I Do When The Machine Travels Along An Abnormal Path (Circular Motion)

    Please ask the user to send the machine for repair. 33. Q: What should I do when an internal error occurs to the Roborock robotic vacuum cleaner? (Updated on October 9, 2018) A: Hello.

  • Page 53: Routine Maintenance-Related

    4. Q: Can the filter be washed with water? Why? A: Yes. The Roborock robotic vacuum cleaner is provided with a washable filter. When suction is affected due to a seriously dirty filter, wash the filter with tap water but do not use detergent or a brush.

  • Page 54: Q: What Should I Do When The Left/Right Wheel Is Entangled With String

    Roborock Customer Service Center - Technical Support main brush bearing and the main brush cap at both ends of the main brush can be removed to clear the hair wrapped around the bearing. 7. Q: What should I do when the left/right wheel is entangled with string? A: Rotate the wheel gently in reverse direction and slowly unravel the string with your hands.

  • Page 55: Q: How Often Should The Side Brush And Main Brush Be Replaced

    Roborock Customer Service Center - Technical Support 10. Q: How often should the side brush and main brush be replaced? A: The frequency of replacement may vary with service condition and home environment. In general, the side brush and main brush should be replaced every 3-6 months and 6-12 months respectively.

  • Page 56: After-Sales Service Policy-Related

    Roborock Customer Service Center - Technical Support After-sales Service Policy-related 1. Q: What's the criteria for returning goods without reason within seven days? My robotic vacuum clean has been used, can I still return it? A: The concept of "Return of goods without reason within seven days" is stipulated strictly in accordance with the provisions defined in the "Three Guarantees Law".
  • Page 57 Roborock Customer Service Center - Technical Support performance failure. The delivery costs will be paid by the user first, who will then receive subsequent reimbursement. 2-year warranty: After 15 days from the day following the date of receipt, in the event of a...

  • Page 58: Warranty Period Calculation (Updated On January 8, 2019)

    5、Extended warranty (updated on January 8, 2019) Extended warranty service of Roborock official store on Tmall: This service is provided by the official service provider on Tmall. Please phone 4006-606-365 or consult Aliwangwang: Integrated Technology Services extended warranty service.

  • Page 59: Faq Updates

    Roborock Customer Service Center - Technical Support FAQ updates: 1. Power consumption calculation of the robotic vacuum cleaner (updated on November 28, 2017) A: The battery capacity is 5200mAh. Assuming the cleaner is 80% charged, it will consume 4Ah for each operation, and less than 120Ah over one month. Our designed voltage is 14.4V. Under the condition that the charging efficiency is 80%, it will consume 2.2kWh every month.

  • Page 60: Q: Do I Have To Power The Machine Off After Cleaning

    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 user has received a prompt for the latest version while there is no prompt for 3.3.9_00xxx1,...

  • Page 61: Q: The Cleaner Can't Clear A 2Cm-High Step Or A Step Almost 2Cm High

    Roborock Customer Service Center - Technical Support you haven't received the update prompt, please be patient. 9. Q: The cleaner can't clear a 2cm-high step or a step almost 2cm high. Boilerplate: Hello! If there are small steps in your home and their height almost reaches the cleaner's obstacle clearance limit, which results in the cleaner being unable to traverse the steps, it may be due to the ground environment.

  • Page 62: Q: According To User Feedback, When The Remote Control Function Is Being Used, There Is A Prompt Indicating That The Machine Is Not In The Same Lan

    LAN. A: In the case where the Roborock robotic cleaner is used in the same LAN, but the remote control function prompts that it is not in the same LAN, this may be caused by the firewall set up on the router.
  • Page 63 What's the solution? (Updated on March 29, 2019) Hello. The S6 series robotic cleaners for sale in mainland China have voice packets containing Mandarin, Taiwan Mandarin, Cantonese and 7 personalized voice packets. If you need to set up the language, you can connect the cleaner to the Mi Home app and select the option you want.

  • Page 64: Voice Packet Updates For The S6 Series Roborock Robotic Vacuum Cleaners

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

  • Page 65: How Does Tmall Genie Operate The Cleaner Through Voice Control

    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" to bind the cleaner to the account; or search "Roborock" by tapping the "Skill Settings" option to bind the account.

  • Page 66: Differences Between S6 Series And S5 Series Roborock Robotic Vacuum Cleaners (Updated On March 27, 2019)

    18. Differences between S6 series and S5 series Roborock robotic vacuum cleaners (updated on March 27, 2019) The brand-new S6 series Roborock cleaner in 2019 is an upgraded version of the S5 series: 1) Simultaneous upgrade of quality and service: Strict selection of well-known components, and two-year warranty covering the whole cleaner;...

  • Page 67: Can The Robotic Cleaner Check Whether The Charging Contact Area On The Bottom

    Roborock Customer Service Center - Technical Support 19. Can the robotic cleaner check whether the charging contact area on the bottom of the machine is dirty or not? (Updated on March 18, 2019) A: All series can check if the charging contact area on the bottom of the machine is dirty. If no error is reported, it means that the cleaner is not particularly dirty, indicating that it's safe to charge the cleaner.

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