Hello. I've had an S5 since December, and I love it. Thank you so much for putting out a great product. I've had trouble with it starting March 4th when I upgraded to the firmware that allows selective room cleaning. That same day just after the upgrade, the S5 started having difficulty crossing the threshold between my kitchen and dining room and also my kitchen and living room. The kitchen has a tile floor, and the living room and dining room have hardwood floors, with about a half inch step up. It often results in an error saying that the wheels are suspended. This has never been a problem before, but it's a big problem now. Do you think this could be because of a firmware update? If not, do you have any other suggestions? Thank you so much.
Dear RoboUser, sorry for the inconvenience.
It's not about the upgrade firmware, it's about he robot itself. Would you please send us some picture show us the threshold and also tell us the height of the threshold for our reference?
Thank you.
Oh, okay. Thank you. So it's not about the upgrade. That helps. That means something has gone wrong with the robot, like you said. Again, it worked for 3 months with no problem. One threshold is 9/16 in (14.3mm). The other threshold is 5/8inch (15.9mm)
. Thank you for your help.
Dear customer, thank you for your picture. According to the picture, we are afraid that because of the steep threshold and the wear on the robot itself, the suggestion of us is that you could put a cushion helps the robot climb it over.
I cleaned the wheels with soapy water and a toothbrush. It's working fine now. Thanks for your assistance.