1.3.1 Wi-Fi disconnects on the water surface

Robot's Wi-Fi disconnects at the water surface

(All models except AquaSense Pro and AquaSense should not experience surface disconnection)

ISSUE: 

Robot's Wi-Fi disconnects at the water surface

[Internal Use Only — Troubleshooting Guideline]

Note:

The handle’s antenna signal has been enhanced. Please first confirm whether the network around the pool is unstable.

Troubleshooting Steps:

1. Confirm the device is powered on properly.

Instruct the customer to bring both their smartphone and the device close to the Wi-Fi router, and attempt to configure the network connection.

2. If the connection still fails, guide the customer to enable a mobile hotspot and attempt the network configuration via the hotspot.

3. If the issue remains unresolved after completing the above steps, escalate the case to Technical Support Team for further assistance.

4. Ask the customer to clarify under which scenario or condition the device goes offline (e.g., underwater, signal blind spot, etc.).

Reference Template:

Dear [Customer's Name],

Thank you for reaching out and for choosing our product!

We understand you're experiencing difficulties connecting your device. To help you resolve the issue as efficiently as possible, we recommend following the troubleshooting steps below:

Step 1: Check Your Wi-Fi Signal Environment

Please make sure your device is placed in an area with a stable and strong Wi-Fi signal. Kindly check the following

The distance between your device and the Wi-Fi router is not too far.

There are no walls or large obstacles between the device and the router that could weaken the signal.

If the signal is weak, try placing the device closer to the router and reconnecting.

Step 2: Test with a Mobile Hotspot

To determine whether the issue is related to your home network setup, please perform a quick test using a mobile hotspot:

1️⃣ Set Up a Mobile Hotspot (using Phone A):

Go to Settings → Connections or Network & Internet.

Select Mobile Hotspot & Tethering and enable Mobile Hotspot.

Set a hotspot name and password.

2️⃣ Connect Another Device to the Hotspot (using Phone B):

On Phone B (where the Beatbot App is installed), go to Wi-Fi Settings.

Locate and select the hotspot created on Phone A.

Enter the password to connect.

3️⃣ Connect Your Device via the App:

Open the Beatbot App and follow the connection instructions.

If the connection is successful via the hotspot, the problem is likely related to your home Wi-Fi configuration. If the device still fails to connect, please don't hesitate to contact us — our technical support team will be happy to provide further assistance.

We are committed to offering you the best possible experience with our products. Should you have any questions or need any support during the process, feel free to reply to this email — we’re always here to help!