360 S5 and 360 S6 robot vacuum cleaner troubleshooting guide

ByTown Kassis 2019-09-19 4535

Both the 360 S5 and 360 S6 robot vacuum cleaners feature mopping function, zone cleaning and good cleaning performance. However, like most of other vacuum cleaners, you may encounter some problems such as APP issues, network issues, power and charging issues and also the cleaning issues. But don’t worry, here is a complete guide to help you solve those issues.

360 robot vacuum cleaner

APP issues

For 360 S5 robot vacuum cleaner:

In case that the app cannot be bound (or fails to be bound) with 360 S5 robot vacuum cleaner, refer to the following solution:

● Move 360 robot vacuum cleaner close to the router and open the top cover. Ensure that the Wi-Fi indicator of 360 robot vacuum cleaner quickly blinks blue, indicating the network configuration mode.

● In WLAN settings of the mobile phone, search for the Wi-Fi network prefixed with 360AI on the Wi-Fi hotspot list.

● Note that 360 robot vacuum cleaner supports only the 2.4G band rather than the 5G band.

● For the Android system, switch off WLAN+ or smart data network and try again.

● For the Android system, grant all permissions to 360 Smart app.

● Enable the SSID broadcast function of the router.

● Check whether the Wi-Fi hotspot of 360 robot vacuum cleaner is blacklisted by the router.

● If the problem persists after trying the troubleshooting measures above, contact the after-sales personnel.

 

For 360 S6 robot vacuum cleaner:

● Move 360 robot vacuum cleaner close to the router. After powering it on, press and hold the Power button and Home button for 3s to enter the power configuration mode. At this time, the indicator slowly blinks purple.

● In WLAN settings of the mobile phone, search for the Wi-Fi network prefixed with 360AI on the Wi-Fi hotspot list.

● Note that 360 robot vacuum cleaner supports only the 2.4G band rather than the 5G band.

● For the Android system, switch off WLAN+ or smart data network and try again.

● For the Android system, grant all permissions to the 360Smart app.

● Enable the SSID broadcast function of the router.

● Check whether the Wi-Fi hotspot of 360 robot vacuum cleaner is blacklisted by the router.

● If the problem persists after the preceding troubleshooting measures are taken, contact the after-sales personnel.

 

Step 1. Delete the off-limit areas and set the device to clean all areas completely.

Step 2. In the 360 Smart app, choose Settings > General > Reset Map. After one-click reset, all off-limit areas are deleted. Place the device on the charging dock before using it to clean. Otherwise, the positioning is inaccurate.

The smart regional cleaning function only works on 360 S5 robot vacuum cleaner, and the 360 S6 doesn’t support this function.  

Step 1. This function requires the latest version of the 360 Smart app. Please update the app to version 5.0.0. It is required that the 360 robot vacuum cleaner version be V1405 or later.

Step 2. Activation: Make the device leave for cleaning from the charging dock and clean all areas completely. After the cleaning is complete, the voice prompts "Cleaning completed". Then, the device automatically goes back to the charging dock.

Note:

● The smart regional cleaning function remains activated after the preceding process is complete. This function becomes invalid if the positioning or map creation fails.

● If you want to create a new map, you need to re-activate the smart regional cleaning function, and then perform the preceding steps.

You need to add off-limit areas or make the device leave for cleaning from the charging dock.

Network issues

For 360 S5 robot vacuum cleaner:

Resetting the Wi-Fi

● Press and hold the Power button and the Home button for 3s until the voice prompts "Wi-Fi has been reset” and operate as indicated by the 360 Smart app. At this time, the Wi-Fi is successfully reset. If the Wi-Fi does not take effect, power off and restart the device to reset the Wi-Fi again.

● If the Wi-Fi does not take effect, open the top cover and press the Reset button and reset the Wi-Fi again.

● If the Wi-Fi does not take effect after the preceding measures are taken, contact the after-sales personnel.

Restarting the device

Open the top cover and poke the small hole on the right side to reset the device.

 

For 360 S6 robot vacuum cleaner:

● Resetting the Wi-Fi: Press and hold the Power button and the Home button for 3s until the voice prompts "Wi-Fi has been reset and operate as indicated by the 360Smart app". At this time, the Wi-Fi is successfully reset.

● Restarting the device: Remove the dust bin in the power-on state, open the rubber cover located on the side close to the button, poke the small hole on the side near the USB port to reset the device, and then start up the device to try again. If the problem persists, contact the after-sales personnel.

For 360 S5 robot vacuum cleaner:

● Check whether the device is powered off. The device can go online in several seconds after it is powered on.

● Check whether the router connected to the device works properly and whether the network is in good conditions.

● Check whether the Wi-Fi hotspot name or password is changed. You can resolve this issue by resetting the Wi-Fi and re-configuring the network.

● If the device is reset or connected by others, resolve this issue by resetting the Wi-Fi and re-configuring the network.

● If the device is still offline after the preceding troubleshooting measures are taken, contact the after-sales personnel.

For 360 S6 robot vacuum cleaner:

● Ensure that the device works in an area with good Wi-Fi signal coverage.

● Press and hold the Power button and the Home button for 3s to reset the Wi-Fi. Connect the device to the network again (temporarily, 360 robot vacuum cleaner supports only the 2.4G band rather than the 5G band. In addition, do not enable the firmware or MAC address filter on the router).

● If the preceding measures do not work, remove the dust bin in the power-on state, open the rubber cover located on the side close to the button, poke the small hole on the side near the USB port to reset the device, and then start up the device to try again.

● If the device is still offline after the preceding troubleshooting measures are taken, contact the after-sales personnel.

Power and charging issues

If the 360 S5 or 360 S6 robot vacuum cleaner cannot be powered on, check as follows:

● If the device is powered by the battery only, check whether the battery level is low. Place the device on the charging dock to charge and then try again.

● If the device is charging by the charging dock, check whether the charging dock indicator is on green. If yes, the charging dock works normally. When the device is charging, the charging dock indicator is off.

● Check whether the ambient environment is too low (below 0°C) or too high (above 50°C). Use the device at temperature ranging from 0°C to 40°C.

● If the problem persists after the preceding measures are taken, contact the after-sales personnel.

It is unnecessary to power off the device. You can place the device at the charging dock. The charging stops when the battery is fully charged and then the device enters the sleep state. At this time, the charging dock supplies power to the device. The device maintains the optimal performance in the sleep state. You can wake it up using the 360 Smart app on the mobile phone. If you power off the device, you cannot operate it using the 360 Smart app.

For 360 S5 robot vacuum cleaner:

For charging, please note the following:

● Remove the transparent protective film from the charging dock.

● Ensure that the charging dock is energized, the power cable is properly connected, and the charging dock indicator is on green. Check whether the metal shrapnel between the charging dock and the device is properly connected (in normal charging state, the charging dock indicator is off).

● Check whether there is dust or foreign matter on the electrode plate and whether the side brush blocks the electrode plate, which will result in poor contact.

● After recognizing the charging dock, the device rotates a round. The recharge sensor works as long as the device is in contact with the electrode plate of the charging dock. Whether the device is straight does not affect the charging effect.

For homing, please note the following:

● If the device is far away, place it near the charging dock.

● Clean up obstacles nearby or on both sides of the charging dock. Leave a space of 2–5 cm on both sides of the charging dock to ensure that the device has enough space for rotation (the S5 model needs to attach to the charging dock after scanning, recognizing, and going back to the charging dock).

● Do not set any off-limit area around the charging dock.

● Ensure that the system has been upgraded to the latest firmware.

● If the map is reset, place the device on the charging dock, press the Clean button and then press the Home button to check whether the device can correctly go back to the charging dock.

● If the problem persists after the preceding troubleshooting measures are taken, contact the after-sales personnel.

Note: To make the device go back to the charging dock, ensure that it starts to work from the charging dock. The device may fail to go back to the charging dock in special environments, for example, there are mirrors, cameras with night vision, infrared interference, sunlight interference, glass, flooring angular lines of tiles, etc.

 

For 360 S6 robot vacuum cleaner:

For charging, please note the following:

● Remove the transparent protective film from the charging dock.

● Ensure that the charging dock is energized, the power cable is properly connected, and the charging dock indicator is on green. Check whether the metal shrapnel between the charging dock and the device is properly connected (in normal charging state, the charging dock indicator is off).

● Check whether there is dust or foreign matter on the electrode plate and whether the side brush blocks the electrode plate, which will result in poor contact.

● The electrode plate is located on the bottom of the device. It must align with the charging dock to properly charge.

For homing, please note the following:

● If the device is far away, place it near the charging dock.

● Clean up obstacles nearby or on both sides of the charging dock. Leave a space of 2–5 cm on both sides of the charging dock to ensure that the device has enough space for rotation.

● Do not set any off-limit area around the charging dock.

● Ensure that the system has been upgraded to the latest firmware.

● If the map is reset, place the device on the charging dock, press the Clean button and then press the Home button to check whether the device can correctly go back to the charging dock.

● If the problem persists after the preceding troubleshooting measures are taken, contact the after-sales personnel.

Note: To make the device go back to the charging dock, ensure that it starts to work from the charging dock. The device may fail to go back to the charging dock in special environments, for example, there are mirrors, cameras with night vision, infrared interference, sunlight interference, glass, flooring angular lines of tiles, etc.

The lithium battery has no memory effect. The charging can be stopped when it is fully charged. It is unnecessary to charge it for 16 hours.

Cleaning issues

If an abnormal (or a bit harsh) sound is generated during cleaning, troubleshoot as follows:

● Check whether the main brush, side brush, or wheel is entangled by something. Shut down the device and clean it.

● Check whether the rubber cover of the main brush is deformed.

● Check whether the universal wheel rotates normally.

● If the problem persists after the preceding measures are taken, contact the after-sales personnel.

If the 360 S5 robot vacuum cleaner can't the device continue sweeping along with the previous route after stopping, there are two possibilities:   

● The device cannot continue to sweep in the previous route after it is stopped without finishing the cleaning in do-not-disturb mode (if the pre-configured do-not-disturb time is due in the process of going back to the charging dock, the device will not continue to sweep in the previous route after it is fully charged).

● The device goes back to the charging dock for charging if the battery level is lower than 20% and goes back to the previous position to continue sweeping after the battery level is higher than 80%.

● Check whether the side brush is entangled by something. If yes, clean it up and then start the device.

● If the side brush still fails to rotate after the preceding measures are taken, contact the after-sales personnel.

If the system prompts "Please clean the top radar cover" or "The top radar seems to be blocked", perform the following steps:

● Clean the top radar using a clean soft cloth and then check whether the device works properly.

● If the prompt is still frequently generated after wiping, contact the after-sales personnel.

If the system prompts "The front anti-collision sensor is stuck", perform the following steps:

● Check whether the anti-rebounce strip is removed from the device.

● Check whether the front anti-rebounce strip works normally. If not, contact the after-sales personnel.

● If the system prompts "Dust bin is disappeared", please check whether the magnet is still on the filter. If not, contact the after-sales personnel.

● Check whether the dust bin is full. Empty and clean it.

● Check whether the filter is clogged. Clean the filter.

● Check whether the main brush is entangled by something. Clean the main brush.

● Check whether the air exhaust vent ventilates normally.

● If some objects such as paper dust or fines cannot be cleaned easily, repeatedly clean the area.

● If there is still dusting or performance deterioration problem, contact the after-sales personnel.

The edges of the off-limit area just coincide with the actual space boundary. It is recommended to set the off-limit area edges to be larger.

● There may be some obstacles. If the device bypasses the obstacles, it will not go back to those areas to clean.

● Check whether the room door is closed during cleaning. If so, the device will not go back to this area to clean.

● Due to the device shape and side brush length, the device may be unable to reach wall edges and corners.

● If there is any narrow corner (or bottleneck area) or the area size is equivalent to the diameter of the device, the device cannot pass through the area (subject to the current scheduling of the device). Since the sheets are considered as obstacles, it is better to remove the sheets of a bed when the device is cleaning the corresponding area.

● The device may miss the area where there is a wall with a bright or tile surface.

● High water output: Check whether the water tank cover and filter cartridge are properly installed.

● Low or no water output: Check whether there is any water in the water tank. Correctly install the mop as described in the user manual. Clean the mop and replace the filter cartridge in a timely manner.

Wrap up

For Gearbest customers: If you've purchased the 360 S6 robot vacuum or 360 S5 robot vacuum from us, but this guide doesn't solve your issues, please do not hesitate to get in touch with us. Just fill in the ticket with your questions at our Support Center and send it to us. We will do our best to deal with your problem as soon as possible. We are always happy to help.

 


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