S5 max factory reset fail & not responding

Sean · 07/05/2021 19:43

My Roborock S5 max recently went through an update and then was shown offline on the App. When we got home we saw both button lights are slowly flashing. Then I did a factory reset following the instruction online but the robot wasn't giving any sound of the "start doing factory reset". All I been seeing is that power button blinking white but not reacting to any button I press or further factory reset. I put it overnight and the power button is still blinking. The robot basically “stucks” there and I have no way to reset it.

You can find a video showing these behaviors here: https://drive.google.com/file/d/1WeS4BoRAJSP5h3hjsw_avyj6tl-ZOclF/view?usp=sharing

Any help will be much appreciated!

Sean

RR_Support · 07/06/2021 14:38

Hi, we feel sorry for the inconvenience caused.

We suggest you reinstall the battery to see if the issue will go away.

Replace the battery.mp4

https://drive.google.com/open?id=1y4q1BK0dOrPFK5elDSEjk9olsOGACUND

If that fails to solve the issue, there maybe something wrong with the robot. We suggest you contact support@roborock.com to get further assistance.