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Connection problem - Roborock S51

Martin 853 16 0

Connection problem - Roborock S51

Martin 853 16 0


Hi, how are you? I bought a week ago the vacuum roborock s51 but it doesn´t connect to the app my home. The installation finished fine, i could match it with my wifi, could add the vacuum to my home but when it try to open the app which controlls the vacuum nothing happens, i get a timeout connection error and the app stays in a screen with 3 dots loading. Could you help me with this problem please? Thanks


PS: URL to the loading screen which i´m talking about.

https://i.ibb.co/Wnnwyf1/Captura-de-pantalla-2020-07-26-a-la-s-18-39-33.png

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  • RR_SupportStaff Member

    Hello,


    What is the current wifi led indicator? Is it flashing?

    Please tell us the serial number of the S51.


    Ensure that you select the current location as the region, do not use China mainland.


    Switch to cellular data to have a try, also you can reinstall the app.

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  • Martin

    Hi!. The wifi led is ON, it isn´t flashing. The serial number is: R0015S91500957. Thanks for the answer.

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    RR_Support
    RR_SupportStaff Member07/30/2020      07:51
    @Martin:

    Hello, thanks for your reply.


    Have you ever tried the suggestion mentioned before?


    Also, you can press and hold the S5 on the Mi Home page to delete it and re-add it to the home wifi.

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    Martin
    Martin07/30/2020      15:00
    @RR_Support:

    Hi, i try changing the region, but in the menu the vacuum icon turns to a light grey color and didn't do anything if i touch it.

    I also reset the wifi and the full vacuum, without any changes :(

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    RR_Support
    RR_SupportStaff Member07/31/2020      07:56
    @Martin:

    Hello,


    Please reset the wifi and reconnect the S5 to the mobile hotspot to give it a try.

    You need use two smart phones.

    1. Enable the first smartphone's hotspot in phone's setting and set wifi name and password for it.

    2. Use the second phone to install app and try to make robot cleaner connect to the hotspot.

    Forget about the wifi from router in the whole process.

    Besides, where and when did you purchase this robot? 

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