🧹Before Cleaning

• Mop Cannot Be Charged or Does Not Start

  1. Ensure the power plug and charging port on the base station are securely connected (use only the Narwal-specific adapter).

  

  2. Check the charging contacts on the base station for proper spring tension, debris, or oxidation (clean if needed).

  3. After verification, place the Vacuum Mop correctly on the base station – a successful connection is confirmed by an audible “dong” sound.

  4. If the Vacuum Mop still fails to power on after 30 minutes of proper charging, contact customer support.

  *Note: If stored unused for over 3 months, the battery will enter hibernation mode. In this case, place the Vacuum Mop on the self-cleaning base station for 3 hours before attempting to power on.*

• Vacuum Mop Is Unresponsive

  Try pressing and holding the power button for 10 seconds to shutdown while the Vacuum Mop is powered on, then restart to see if the error disappears, if not, contact support.

• Vacuum Mop Screen Is Black/Not Turning On

  Place the unit back on the base station to check if the battery is depleted. If the issue persists, contact support.

• Vacuum Mop Shuts Down Abnormally

  1. Please check whether the handle is properly installed. Correct installation should meet these criteria

  ① An audible "click" sound is heard upon insertion

  ② No visible gap at the connection point

  ③ The handle cannot be pulled out without pressing the release button

  2. Return the machine to the base station for 5 minutes of charging, then try again. If the issue persists, contact customer support.

• Vacuum Mop Power Assist Failure

  1. Check if the roller brush rotates normally. Inspect the roller brush assembly, auxiliary wheels for entangled debris/hair, if found, return the machine to the self-cleaning base for cleaning before reuse.

  👉 Themed Guide for Vacuum Mop - Hair Tangled in Roller Brush

  2. If a new squeegee assembly was recently installed, it may be improperly fitted - reinstall it correctly.

  If the issue persists, restart the device.

🧹During Cleaning

• Reduced Suction During Low Area Cleaning

  ✨ This is normal. 

  When the handle angle is less than 25°, the vacuum mop automatically activates low-profile cleaning mode for spaces like under beds or sofas. The system intelligently reduces suction power in these low-clearance areas because they typically contain more dust and lint. This design prevents the airflow from stirring up settled debris and causing secondary contamination, while still maintaining effective cleaning performance.

• Debris Scattering During Cleaning

  During floor cleaning, the high-speed rotating roller brush may cause small particles to scatter. 

  ✅ For best results when cleaning granular debris, position the brush directly over the dirt to prevent scattering.

• Poor Cleaning Performance

  ▶ Ineffective Edge/Corner Cleaning

  Our vacuum mop delivers dual-edge cleaning with ≤8mm standard clearance, achieving ≤1mm precision for specific debris (dust particles/liquids). 

  ✨ When starting cleaning, the edge of the roller brush may not be fully wet yet, so edge cleaning effectiveness might not be optimal at first. After the roller brush is completely wet, it should deliver full cleaning performance. 

  Additionally, we recommend making multiple passes to enhance cleaning effectiveness.

  👉 S20 Pro Example: How To Clean The Edges

  ▶  Poor Cleaning In Water Absorption Mode

  This mode is specifically designed for liquid absorption (e.g., bathroom water stains). For regular floor dirt, if cleaning performance is inadequate, switch to other modes.

  Additionally, when this mode is activated on dry floors, slight water emission is normal as an anti-static measure.

  ▶ Weak Suction In Water Absorption Mode

  1. Reinstall the dirty water tank and roller brush, ensuring they are clean. If not, clean them first.

  2. Clean the drainage pipe and dry waste compartment.

  3. Try restarting the vacuum mop.

  4. If the issue persists, contact support.

  ▶ Floor Gets Dirtier During Mopping

  1. After the roller brush picks up enough debris, promptly return the machine to the base station for self-cleaning.

  👉 S20 Pro Example: How To Turn Self-Cleaning on And off

  2. Please note the machine requires regular maintenance. We recommend periodic cleaning of the brush cover, body pipelines, and suction inlet.

  👉 S20 Pro Example: How To Remove, Clean, and Install The Brush Cover

  👉 S20 Pro Example: How To Maintain the Pipeline

  3. The roller brush is a consumable part - its cleaning effectiveness naturally decreases with use. For optimal performance, replace the brush every 3-6 months.

  4. For enhanced cleaning, use the Cloud Whale floor washer's dedicated cleaning solution.

  5. If issues persist beyond these scenarios, verify the vacuum motor's normal operation. You may provide a video to customer service for further diagnosis.

• Uneven Water Streaks on Floor

  When starting, the roller brush is not fully saturated yet, resulting in uneven water streaks. Wait until the brush is completely wet for uniform water distribution.

🧹After Cleaning

• Oil Residue on Floors

  The floor washer primarily uses water for cleaning. Even with cleaning solution added, when handling large oil stains, residual oil may remain if it doesn't fully dissolve in water. 

  We recommend activating MAX mode or manually increasing self-cleaning cycles.

  👉 How Do I Enable the MAX Boost Mode?

• Slippery Floor After Mopping

  1. We recommend using the official Cloud Whale cleaning solution.

  2. For oily stains (which are water-insoluble), we recommend activating MAX mode or manually increasing self-cleaning cycles.

• White Residue After Cleaning Milk

  Milk contains high amounts of protein and fat that tend to stick to floors, requiring substantial water volume for complete dissolution and removal. 

  For better milk cleaning results, we recommend activating MAX mode or manually increasing self-cleaning cycles.

• Excessive Water Residue on Floor

  1. Check if the dirty water tank is properly installed and whether the squeegee is deformed or damaged.

  👉 S20 Pro Example: How To Disassemble, Clean, And Install Dirty Tank

  2. If no issues are found with the above, clean the drainage pipe and roller brush.

  👉 S20 Pro Example: How To Maintain the Pipeline

  If the problem persists, contact support.

• Water Streaks After Floor Mopping

  1. Dirty Floor Condition

  When cleaning heavily soiled surfaces (stubborn stains, sticky residue, colored liquids, or excessive dust), the smart mode's real-time water output may be insufficient to maintain brush cleanliness, potentially leaving marks. 

  For severe stains, we recommend activating MAX mode or manually increasing self-cleaning cycles.

  👉 How Do I Enable the MAX Boost Mode?

  2. Clean Floor Condition

  Minor water streaks post-mopping are normal and will disappear after drying. 

  Note: New roller brushes require a break-in period (recommended >10 minutes of use) to achieve optimal water absorption.

• False Dirty Alert Despite No Visible Debris

  1. Occasional alerts are normal. New roller brushes may produce micro-foam that temporarily blocks sensors - continue using to observe improvement. 

  2. Check for clogs in the pipes or roller brush, and clean if found.

  👉 S20 Pro Example: How To Maintain the Pipeline

  3. Perform multiple self-cleaning cycles to prevent residual debris/moisture from triggering sensors.

  4. If unresolved, restart the unit.

  5. If the issue persists, contact customer support.

• Avoiding Object Entanglement During Use

  The device's built-in forward traction is designed for effortless maneuverability. We recommend pre-clearing floor obstacles before operation to prevent object entanglement and potential damage to both items and the machine.

• Water Splashing After Cleaning Heavy Oils

  During cleaning, the vacuum mop sprays clean water in real time to rinse the roller brush. Since oil is not water-soluble, a small amount of oil may float on the water surface and be splashed out.

  We recommend activating MAX mode or manually increasing self-cleaning cycles.

• Water Left on Floor After Cleaning

  1. After turning off the machine, you may find that the fan keeps running for a while; this is to dry the floor and its pipes. Please wait until the fan stops completely before moving the machine.

  2. Always return the machine to the self-cleaning dock promptly after use. If you leave it on the floor with a wet roller brush, it may leave water stains.

• Water Drips When Lifting the Machine

  When moving the machine, always keep it in locked position and avoid tilting it with the brush head down. The machine's built-in water collection space may leak if handled this way.

  👉 S20 Pro Example: How To Lock Or Unlock The Device

• Water Leakage

  Inspect the following two locations for damage. 

  

  

  If damage is found, contact support. If no damage is present, the leakage may be caused by improper installation or other issues. Please further check or contact support for diagnosis.

🛠️ Safety Hazards of Vacuum Mop

• Floor Scratching by the Vacuum Mop

  The vacuum mop does not have sharp structures, so it will not scratch the floor during normal use. Before starting a cleaning task, pre-clean the floor to remove debris and check for small, sharp objects.

• Cleaning the Vacuum Mop (Water/Dust Resistance Rating)

  The base of the vacuum mop should not be rinsed with water since it contains the motor and electronic circuit board; exposure to water may affect normal operation. The vacuum mop has a water and dust resistance rating of IPX4.

  👉 S20 Pro Example: How To Maintain and Clean the Device

🔌 Analysis of Ironing Function Failures

• Pause During Ironing the Roller Brush

  ✨ Normal pause scenarios:

  1. The roller brush automatically switches between forward and reverse rotation. Alternating directions during ironing helps dry the brush more effectively and keeps the bristles fluffy.

  2. If the brush stops briefly in one direction before restarting, the motor is dynamically adjusting torque output to ensure smooth operation. This does not affect the ironing results.

  🚧 Abnormal pause scenarios:

  1. Check if the roller brush previously cleaned excessive oily residues (e.g., vegetable oil, cream). If self-cleaning is insufficient, manually clean the brush.

  2. Inspect whether the brush is entangled with debris or if the pipes are clogged. If so, clear the blockage manually.

  3. If neither applies, restart the ironing task and observe.

• Loud Noise During Ironing

  The roller brush may produce sound during low-speed operation. 

  ✅ All units undergo strict factory testing, with noise levels complying with Narwal's industry-leading standard of 46dB(A)±5.

• Extended Ironing Time

  Our vacuum mop intelligently adjusts the ironing duration by detecting the roller brush's condition and operating environment to ensure optimal drying results. We recommend waiting for the process to complete.

• Poor Ironing Results When Activated Separately

  If the roller brush becomes wet after cleaning pooled water on the floor, you may notice suboptimal drying when using the iron function alone. This occurs because standalone ironing skips the water-spinning step included in self-cleaning mode. For better results, simply restart the ironing cycl 和e.

🧼 Analysis of Self-Cleaning Function Failures

• Self-Cleaning Button Unresponsive

  1. Confirm the vacuum mop is properly placed on the charging dock: you should hear a "ding-dong" and see the charging indicator on the screen

  

  2. Ensure the self-cleaning button can rebound normally

  

  3. Try restarting the device. If the issue persists, contact support

• Loud Noise During Self-Cleaning Mode

  The vacuum mop intelligently adjusts its cleaning strategy based on dirt level, performing either brush disinfection, pipeline disinfection, or deep disinfection. The entire self-cleaning process takes 1-4 minutes. We recommend allowing it to complete for optimal results.

• Abnormal Noise During Self-Cleaning

  If hair or clumped debris is tangled around the roller brush or stuck in the pipeline, it may obstruct airflow and cause unusual noises. In this case, clean firstly before use.

  👉 S20 Pro Example: How To Maintain the Pipeline

• Excessive Foam Generation During Self-Cleaning

  ① Check if non-Narwal cleaning liquids (dish soap or laundry detergent) were added or accidentally sucked in, including when handling washing machine wastewater or manually cleaning the roller brush. These substances may cause excessive foam formation.

  ② Inspect the drainage pipe for debris clogs that may be obstructing wastewater flow

• Self-Cleaning Failure to Pick Up Debris/Water Spray

  Check if excessive debris has accumulated in the vacuum mop's suction inlet, pipeline or solid waste compartment, causing narrowed flow channels that prevent proper debris pickup and liquid drainage into the wastewater tank, resulting in sprayed wastewater. 

  If confirmed, manually remove the clogged debris.

• High Contamination Reading During/After Self-Cleaning

  1. Residual debris or moisture in the pipeline may trigger false sensor readings - perform additional self-cleaning cycles

  2. Restart the device if the issue persists, otherwise contact support