4.2.1 Robot Doesn't Climb the Wall/ Falls Off After Climbing

Step 1: Check the Dust Box

Confirm whether the dust box is clogged with debris.

If clogged, clean the dust box thoroughly.

After cleaning, run the robot again and observe if the issue is resolved.

Step 2: Inspect Tracks and Large Wheels

Check if the tracks or large wheels are tangled with foreign objects.

Inspect for any structural damage to the tracks or wheels.

If any issues are found, clean or replace the affected parts as needed.

Step 3: Confirm Cleaning Mode and Check Backend Data

Confirm with the customer which cleaning mode was selected and you need to verify the data in the backend system.

Check whether the selected mode includes wall cleaning.

If the selected mode does not support wall cleaning, explain the cleaning logic and limitations of that mode to the customer.

Step 4: Check for Pool Wall Lamps or Obstructions

If the selected mode supports wall cleaning, confirm with the customer:

Whether there are wall lamps or other obstacles installed in the pool.

Inform the customer that wall lamps may cause the robot to detect a collision and automatically stop or descend, which is a normal safety response.

Step 5: Understand the Customer's Observation

Ask the customer: How does the robot behave during cleaning from your point of view?

Record the customer’s description for further analysis.

Step 6: Request Video and Detailed Problem Description

Suggest that the customer provide a video of the issue along with a detailed description to help the support team offer more accurate assistance.

After Receiving Customer Feedback: Confirm Understanding of Cleaning Logic

Verify whether the customer expects the robot to clean the pool floor and walls at the same time.

Explain that the robot’s cleaning logic is:

→ First clean the pool floor,

→ Then proceed to clean the pool walls.

This avoids any misunderstanding about the expected behavior of the product.

Note: Once info was collected and the problem of the device can not be solved, you need to provide info to technical team and get further support.