7.1.1 Charging Dock Cannot Charge-Unable to Charge

Charging Dock Cannot Charge

ISSUE: 

The machine placed on the charging dock does not respond and cannot enter charging mode.

Step1: Check the big data logs to verify whether the temperature and humidity exceeded the recommended thresholds, and confirm if there are any charging-related alerts recorded.

Step2: Ask the customer to verify if the power outlet is functioning properly, and ensure the connection between the charging base and the power outlet is secure. Advise the customer to try reinserting the plug or switching to another outlet.

Step3: Ask the customer to inspect the charging contacts (both on the robot and the charging base) for any dirt or contamination.

 --If dirty, instruct the customer to clean both sides thoroughly.

Step4: Check for rust on the charging pins:

1. If only lightly rusted, advise wiping the pins clean.

2. If severe rust is observed, recommend initiating return or replacement through customer service.

Step5: Ask the customer to confirm if the robot can be manually powered on or successfully start while placed on the charging base.

1. If the robot cannot be powered on at all, notify the technical team via the distributor and prepare to arrange repair or replacement service.

Step6: Confirm with the customer whether the robot shows a normal breathing light pattern on the charging base, whether the battery level is increasing in the APP, and whether any charging-related alarms appear.

Request the customer to provide photos or a short video of the charging status for further analysis.

Reference Template:

Dear [Customer's Name],

Thank you for reaching out to us regarding the charging issue with your device. We’re here to help you troubleshoot and resolve the situation as smoothly as possible. To assist you better, could you kindly follow the steps below for a quick check:

Please confirm whether the power outlet you are using is working properly, and make sure the connection between the charging base and the outlet is stable. If possible, try reinserting the plug firmly or test with another outlet.

Please check if the charging contacts on both the robot and the charging base are clean and free from dirt or debris.

If there are any stains or dirt, please clean both surfaces thoroughly.

Also check for any signs of rust on the charging pins. If there’s light rust, you can try gently wiping it off. If the rust appears to be severe, please let us know and our customer service team will be happy to assist you with repair or replacement arrangements.

Please place the robot on the charging base and check whether it can be manually powered on.

If the robot cannot be turned on while on the base, please inform us so that we can contact the technical team and arrange further service.

When the robot is placed on the charging base, please observe:

1. Whether the charging indicator light is showing the normal “breathing light” effect.

2. Whether the battery level in the APP is increasing as expected.

3. Whether there are any error alerts related to charging.

If possible, please kindly provide photos or a short video of the charging status, which will help us to further analyze and assist you more efficiently.

We appreciate your cooperation and your patience. Our team is committed to ensuring the best possible experience for you and we look forward to resolving this for you as soon as possible!