3.7.1 Unable to Clean Fine Sand

Unable to Clean Fine Sand

ISSUE: 

The fine sand at the bottom of the pool cannot be sucked up.

[Internal Use Only — Troubleshooting Guideline]

1. Ask the customer to check if the dustbin filter is clogged and clean it.

Additionally, confirm whether the customer is using the device for pool opening cleanup. If yes, advise them to:

2. Run the circulation pump to filter fine sand, and use the cleaning machine repeatedly.

3. If the issue persists, request the customer to:

Record a video showing where the filtration is ineffective, and feedback to Technical team. 

Reference Template:

Dear Customer,

Thank you for contacting us! To ensure your device performs at its best, we kindly suggest the following checks and steps:

1️⃣ Please check whether the filter inside the dustbin is clogged.

If it is, we recommend cleaning the filter thoroughly before continuing use, as a blocked filter can significantly affect the robot’s cleaning and filtration performance.

2️⃣ May we also ask about your cleaning scenario?

If you are using the robot for an "open pool cleaning" — especially after the pool has been opened for the season — we recommend using the device multiple times in combination with the pool’s circulation pump to help filter out fine sand and debris more effectively.

3️⃣ If the problem still persists,

we kindly ask you to record a short video showing the cleaning scenario where the filtration seems to be insufficient. This will help us better understand the situation and provide you with a more targeted solution.

We’re committed to ensuring you enjoy the best possible experience with your pool robot! If you have any questions or need further assistance, please feel free to reach out.