Roborock Customer Service Center - Technical Support
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Phone-related
1. Q: What should I do when Wi-Fi connection timeout always occurs?
A: Please check whether your SSID password contains a special character. A combination of
letters and numbers is preferred.
Wi-Fi hotspot operates on the 2.4G network. The robotic vacuum cleaner does not support
the 5G network.
It is necessary to record a video of operation to see if the right steps are performed to connect
to Wi-Fi and whether there is an error during operation (the cleaner's hotspot is saved in the
Wi-Fi hotspot list, whether the password is correct, case sensitive, with or without spaces).
Use another mobile phone network to establish a Wi-Fi hotspot and try connecting to Wi-Fi. If
successful, it means there is something wrong with your home network. Try changing the
settings of the router (such as the MAC address or whitelist).
Change the DNS address.
Exception 1: Huawei emui (and some Samsung phones) system Android phones are not able
to establish a connection using conventional quick connection methods. The user should
switch manually just like Apple users do. Turning off WLAN+ does not fix the problem.
Exception 2: Wi-Fi connection method for Huawei P20. When the cleaner is connected to Wi-
Fi, return to Wi-Fi, then tap to connect to the cleaner's hotspot. Once connected, you will be
prompted that the hotspot cannot access the Internet and asked if you want to switch
networks. Ignore this page prompt and return to Mi Home. This problem occurs when
connecting Roborock and Xiaowa cleaners to Wi-Fi. (Updated on June 1, 2018)
Exception 3: A glitch with the page error prompt when iPhone users click into the Roborock
robotic vacuum cleaner interface (updated on May 14, 2018)
A: This occurs because the user's Mi Home app is an old version. It is recommended that the
user upgrades the app.
(Due to the recent GDPR privacy compliance and IOS version privacy policy upgrade, it is
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