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Device Offline, July 2020

Jerry 534 6 0

Device Offline, July 2020

Jerry 534 6 0

Help please! Reinstalled the app. Did not work.

Signed up another account as Singapore. Did not work.

Model : roborock.vacuum.s5e, Serial number : R0518S02000963, UID : rr5cbcc5594b1820

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  • RR_SupportStaff Member

    Hello,

    Thanks for reaching out.


    What is the led status of the wifi indicator? If it is flashing, please reset the wifi on the S5 Max first and reconnect it to the home wifi.


    Also, please ensure that the firmware of the S5 Max is the latest one. If you know router's settings well, you can change the DNS server to 8.8.8.8 or reserve an IP for this robot.

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    Jerry
    Jerry07/18/2020      09:27
    @RR_Support:

    Also, ok to still use US, no need to Singapore?

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  • Jerry

    So the set up fails on the last step.

    Let me know how to upgrade firmware without completing smart phone connection, please? And how to reserve IP for the robot?

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    RR_Support
    RR_SupportStaff Member07/19/2020      07:25
    @Jerry:

    Hello,

    Thanks for your reply and info.


    Sorry that there is no method to update the firmware without completing smartphone connection. We can do some troubleshooting on the wifi connection first.

    1.You can log into the web interface of the main router to change the DNS server. If you do not know how to do so, you can contact the tech support of main router to get some help.

    2.You can start the router and robot and reconnect it to the home wifi.

    3.You can connect it to the mobile hotspot to have a try.

    You must get 2 smart phones( A and B) .

    1. Enable phone A's hotspot in phone's setting and create a name and password of hotspot.

    2. Use phone B to install app and try to make robot cleaner connect hotspot sent from phone A.

    Forget about the wifi from router in the whole process.

    Besides, may I know when and where did you purchase this S5 Max?

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    Jerry
    Jerry07/20/2020      01:13
    @RR_Support:

    June 15th, 2020.

    Useful Home Appliance Store, Shenzhen

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    RR_Support
    RR_SupportStaff Member07/20/2020      08:11
    @Jerry:

    Hello,

    Have you ever tried the suggestions mentioned above?


    Besides, please tell us the serial number of your vacuum and where do you use this robot?

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