Roborock Customer Service Center - Technical Support
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11. Q: According to user feedback, when the remote control function is being used, there is a
prompt indicating that the machine is not in the same LAN.
A: In the case where the Roborock robotic cleaner is used in the same LAN, but the remote
control function prompts that it is not in the same LAN, this may be caused by the firewall set
up on the router. To solve this problem, it is recommended to guide the user to turn off the router
firewall function. This functional issue is currently being fixed.
12. Q: The cleaning power of the Roborock robotic cleaner (updated on March 5, 2018)
Silent mode: 600Pa; Standard mode: 1000Pa; Strong mode: 1300Pa; MAX: 2000Pa.
13. The display language on the Roborock robotic cleaner is in English (updated on May 2,
2018)
A: 1. Please ask the user to confirm the time zone of the robotic cleaner (Roborock robotic
cleaner > three dots in the upper right corner > robot settings > robot time zone > Asia/Beijing);
2. view the Mi Home app area (Mi Home app > My device > Settings > Area – Mainland China.
If this doesn't work, the user can switch to Singapore before switching back to Mainland China.)
3. Mobile phone settings > Language and text > Switch to Simplified Chinese (usually on
Huawei mobile phones); 4. It is recommended that users upgrade the Mi Home app to the latest
version.
If there is any user who has not yet solved this problem, you can add the user in the whitelist
for plug-ins, including Mi Home, Roborock, and Xiaowa. After the user is added in the whitelist,
if the language still can't be switched to Chinese, you can guide the user to 1) Upgrade the
plug-in; 2) Select Simplified Chinese in the Mi Home app by going to My device > Settings >
Language Options.
The customer support team can send an email to the IT department to add a user to the whitelist.
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