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Device offline

Jenna 352 3 0

Device offline

Jenna 352 3 0

My RoboRock S6 went offline by itself last week and I haven't been able to get it to work since. We've tried resetting the wifi multiple times. Help!!

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  • RR_SupportStaff Member

    Hi,

    We feel sorry for the inconvenience caused.

    1. We suggest you reboot your device (long press the power button to switch off the device and then long press the same button to switch it back on) to see if the device can be back online automatically.

    2. If no, pls delete the offline device from the app and reboot router, and then try to reconnect the device to wifi.

    If the connection still fails, could you use another phone to take a video showing how you connect device to app and send us the video? We believe video could help us figure out a solution.

    We suggest you put phone's camera close to phone screen. Besides, also record how wifi indicator(see attached picture) flashes in connection process.

    You could upload video to google drive and share us the link if video file is large.

    Best regards.


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    Jenna
    Jenna03/21/2021      22:30
    @RR_Support:

    I will try the items here I haven’t tried today and send you a video of it isn’t fixed by tomorrow. Thank you.

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    RR_Support
    RR_SupportStaff Member03/23/2021      12:11
    @Jenna:

    Ok, no worries. We'll wait for your updates.

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