5.5.3 Failed to return to water surface

Failed to return to water surface

ISSUE: 

The robot did not return to the water surface after completing the cleaning cycle.

[Internal Use Only — Troubleshooting Guideline]

Step 1: Please advise customer check in the app whether there was a cleaning completion notification and the corresponding timestamp.

 • If the notification was received, it indicates that the robot has completed the cleaning task as expected.

 • If no notification was sent, it is possible that the robot has not yet finished the cleaning cycle.

Step 2. If the dustbin is full and the filter mesh is completely clogged, the robot may struggle to climb the pool walls and might not be able to return to the waterline/surface.

 • We recommend cleaning both the inside and outside of the dustbin thoroughly, and then trying again.

Step 3. We need will check the backend system to see:( can not tell customer we can see their info in backend system)

 • Whether the robot was running low on battery during the return trip, which could prevent it from climbing back to the surface. In this case, we suggest fully charging the robot (ensure the battery level shows 100% in the app) before starting a new cleaning cycle.

 • Whether the robot experienced any pump or drive motor alerts, which could cause it to fail to return. If such an alert is found, we will report the case to our technical team for further assistance.

Reference Template:

Dear [Customer's Name],

Thank you for reaching out to us. We’re sorry to hear that your pool cleaning robot did not return to the water surface after the cleaning cycle. We fully understand how important it is for the robot to perform reliably, and we’d be happy to assist you in checking a few points to help identify the cause.

Our pool cleaning robots are designed to automatically return to the surface once cleaning is completed. If the robot did not surface, please kindly check the following:

1. Check the App Notification:

Please open the app and see if you received a cleaning completed notification along with a timestamp.

 — If the notification is present, it indicates the robot completed its cleaning task as expected.

 — If there is no notification, the robot may still be in the process of cleaning.

 2. Dustbin Status:

When the dustbin is full and the filter mesh is completely clogged, the robot may face difficulty climbing the pool wall to return to the surface.

 — Please check the dustbin and clean both the inside and outside thoroughly, then try again.

3. Please upload the logs and provide the Serial Number (SN). Here is a guide to help you find the SN and upload the log:

--SN: Open the app, navigate to the upper right corner (designated by '...'), and click on 'More'. Then, you'll find the serial number listed there.

--Upload the log: Open the App--Enter the device --Click the “···” on the top right corner to enter the Setting page-- Click “Upload Log”

Our technical team will help to review the logs to confirm.

We truly appreciate your cooperation and are committed to ensuring your pool robot delivers the best possible performance. Thank you for your trust in our brand — we look forward to your feedback!