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Side Brush
1. Bristles of Side Brushes Blown Apart
Check if official detangling side brushes are used. If not, switch to them. If used, bristles may fray from floor friction. Soak in hot water for 10 mins to fix.
Match side brush color to module color during installation.
2. Side Brush Detachment
It's normal if it happens when the robot hits a threshold while navigating obstacles—just reinstall it. Otherwise, it may be improper installation. Ensure you hear a click for proper securing. If it still falls off, contact support with your APP ID or robot SN code.
3. Side Brushes Spinning Randomly
Check if side brushes are tangled with hair/foreign objects and if the error occurs during dock return or room navigation. If yes, detangling is normal. If untangled but still rotating randomly, contact Support with APP ID/robot SN.
During cleaning, the robot auto-retracts side brushes for detangling, reducing hair adhesion for easier maintenance. This also activates before dock return to boost efficiency. Since hair/fibers are unavoidable, regularly inspect and clean for optimal performance.
4. Different Side Brush Speeds during Vacuuming
The side brush rotation mode works as follows:
① During Vacuum and Mop in Zip-Route, the side brush near uncleared areas works normally while the other retracts into the chassis to prevent cross-contamination.
② During Vacuum, one side brush speeds up along edges/obstacles.
③ Both stop if large solid waste is detected to avoid scattering.
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Roller Brush
1. Roller Brush Gets Tangled
If no error reported, the robot performs self-cleaning before docking.
Interruptions/error-codes/lifting-module-error may appear if the roller brush is too dirty—clean it. Please ensure the roller brush guard is securely installed after cleaning. If it becomes loose, contact support.
Freo Z10 Example: Roller Brush Maintenance
If the roller brush is clean and intact but fails to operate, contact support.
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Dust Bin
1. Hard to Remove Dust Bin
Since the device is brand new, there may be significant friction between the dust bin and the robot. This will naturally disappear with more usage. Try pulling the dust bin out slowly when removing it.
2. Dust Bin Baffle Not Closed
During cleaning, dust particles may rarely prevent the baffle from closing automatically. This won't affect normal operation - it will close automatically in the next vacuuming/dust collection task. You can close it manually if needed.
3. Dust Bin Water Ingress
The water likely exists because the robot sucked up water while cleaning wet areas. Please clean the dust box and let it dry completely before next use. It is recommended to turn on the dust box antibacterial function (if your model supports it).
To check if the water came from mop washing, take out the dust box and run a mop-only task. When it's done, check if there is water where the dust box sits - if there is, contact support.
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Mopping Module - Mechanical Malfunction 🔧
1. Mop Does Not Expand Outward
Please open the App, go to Settings - Cleaning, and confirm whether the Deep Corner Cleaning mode is enabled and the mop module is set to expand outward. If the settings are correct but the issue persists, contact support.
2. Mopping Module Becomes Loose
Contact support. Please switch the mopping module to determine if the issue lies with the mopping module or the mopping gearbox and let us know the results.
3. Mopping Module Not Working
Please confirm whether the mopping module is completely not rotating or if it occasionally stops and then resumes rotating:
① Occasionally stops: This occurs when the mopping module motor triggers its protection mechanism. It will automatically resume rotating once the issue is resolved. You may manually clean any debris tangled in the mopping module if needed.
② Completely not rotating: Remove and reinstall the mopping module, then power off and restart the robot before retrying the mopping task. If the problem persists, contact support.
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Mopping Module - Performance Anomalies 👀
1. Mops Remain Dirty after Washing
It is recommended to activate Freo Mode, which will rewash the mop pads when the system recognizes it's necessary.
If Freo Mode is enabled and the mop pads remain unclean, check their wear and tear. Please note that mops are consumables with a limited lifespan (typically 1-3 months) and should be replaced accordingly.
It is recommended to use Narwal's detergent or disinfectant, as this not only prevents peculiar smells from developing in the mop but also ensures proper functioning of the automatic detergent filling system for correct dispensing.
If the mop pads are extremely dry after mop washing, contact support.
2. Too Often Return for Mop Washing
With DirtSense technology, the robot can judge by itself how dirty the floor is, whether the mop is washed clean or not and whether to mop again. Clean mops are washed for a shorter time to save water, while dirty mops are washed for a longer time to ensure that they are clean enough for mopping.
You are able to set the return & wash frequency in the App as needed.
3. Mop Pad Contacting Carpet Edge
During cleaning tasks, the robot may occasionally press the mop pad against carpet edges. To completely prevent this, set the carpet as a restricted area in the app. If the issue persists after setting the restriction, contact support.
4. Water Stains after Mopping
There will be traces on the floor when the light shines on the residual water, detergent, and oil stains. And our robot features spinning & scrubbing mops and the floor will become smoother if you clean it often.
If the mop feels too wet, try adjusting the moisture level to low to see if it improves.
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Detergent / Maintainer / Powerful Stain Remover
1. Detergent Status Detection Anomaly
① Detergent empty but display as remaining: residual detergent in the internal pipes may interfere with detection.
② Detergent removed but display as installed: the machine will not detect the detergent status in real-time when idle
Several models determine cleaning solution status based on whether the base station's peristaltic pump can successfully draw solution. You may safely proceed with mopping tasks and check after completing several full mopping cycles. The system will properly trigger an alert when the pipeline solution is fully depleted and the pump detects no fluid flow.
③ Detergent present but displayed as absent: the cleaner needs to be installed correctly and contact the sensor.
④ Detergent remains but display as empty: cut open the detergent bottle spout slightly to ensure smooth flow, then reinstall it firmly against the sensor. Rebooting the station is also recommended to prevent false detection errors.
2. Floor Is Sticky after Doing Maintenance
When you activate this mode, the robot applies floor maintainer to fill gaps in wooden floors, creating a protective film against water and air to prevent cracking from wood contraction. The maintainer typically takes 4-6 hours to dry (time varies with humidity), stepping on it prematurely may leave footprints.
We recommend activating this feature before bedtime or when leaving home, allowing it to dry by morning or your return.
3. Powerful Stain Remover Status Detection Anomaly
① Check if the powerful stain remover is properly installed. Note: When installed correctly, there should be no gap at the position indicated by the arrow in the diagram.
👉 Freo Z Ultra Example: Stain Removal & Wood Floor Maintenance Activation
② Check if the product installed is indeed the powerful stain remover.
The Powerful Stain Remover and floor maintainer are installed in the same location and have almost identical appearances, so special attention should be paid to distinguishing them.
③ If the installation is proper, please remove the powerful stain remover, then press the black detection button on the right alone. If the app shows "installed", ask support for a new powerful stain remover; if still not, the base station is faulty and needs repair.
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Other Parts
1. Baseboard Rag Staining Walls
Please consider replacing it - typically recommended monthly. The old one can be washed, air-dried, or machine-dried for reuse.
2. Collision Shell Stuck
Check if the foam protector has been removed, if so and the problem still exists, contact support.
3. Camera Heating Up
The dual-core chip processes 1.4 million points per second, and it will, similar to a computer's CPU, heat up during operation. Please rest assured that the robot is equipped with a cooling fan and is able to control temperature automatically.
4. Caster Falls Off
Confirm that you have installed it correctly and properly, if so and the problem still exists, contact support.
5. Seal Ring Damaged/Falling Off
The seal ring is made of rubber and has a limited service life. If it damaged and you have a white 704 adhesive, we can arrange a replacement for you. Otherwise, sending for repairation may be required.