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Application and Map Not loading

Sani 720 3 0

Application and Map Not loading

Sani 720 3 0

Hello customer service.

We bought the Roborock S5 Max a few weeks ago. It worked a few times and has a complete map of our apartment. But this morning when I opened the application, the map just says “loading map” and nothing happens. In fact the whole application is not working. I can’t even go into the menu options to update the firmware. So I can’t give you the serial number.

The Roborock unit is still working (manually) but no information is displayed in the application. So we cannot even track where it is going or the battery level, area covered or time spent of the Roborock unit. Please help. Thanks

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  • Sani

    This is the picture inside the application. As you can see all the menu and options are grey, so no access.


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  • Sani

    I managed to clear the cache and now it seems to be working again (see picture). So do I need to clear the cache every time and should I install the latest firmware? Thanks


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    RR_Support
    RR_SupportStaff Member07/27/2020      08:26
    @Sani:

    Hello, it is glad to hear that you figured it out.


    Clear cache is a method which you could try to solve this issue. There are some other methods you could try as well. Like switch to cellular data, ensure that you select the correct region, uninstall the app and so on.


    Considering cache-clear helps, you can do that once it happens again, also, you can install the latest firmware.

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Sani
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