Handle

1. Stuck Handle

Check if any foreign objects are tangled around the joint shaft. Clean if found. If the issue persists, contact support.

2. Loose Handle

✨ Slight looseness is normal. The body and handle feature a split design connected by an aluminum rod - minor looseness after prolonged use is expected and won't affect performance.

If the looseness is significant, contact support.

3. Handle Angle Recognition Failure

Attempt to restart the device by pressing and holding the power button for 10 seconds. If troubleshooting proves ineffective, contact support and provide a demonstration video.

4. Gap Between Handle and Main Body

✨ This is normal. A slight gap is intentionally maintained to ensure smooth insertion and proper locking feedback when connecting the handle. This design feature does not affect product functionality.

Display

1. Horizontal Lines/Distorted Display

Attempt to restart the device by pressing and holding the power button for 10 seconds. If troubleshooting proves ineffective, contact support.

Speaker

1. Abnormal Speaker Sound

Press and hold the Mode button for 2 seconds to switch between volume levels (High/Low/Mute). 

👉 S20 Pro Example: How To Adjust The Volume

If no sound is produced at any level, or if abnormal sound (such as distortion) persists, attempt to restart the device, restart the device by pressing and holding the power button for 10 seconds. 

If troubleshooting proves ineffective, contact support and provide a demonstration video.

Solid waste box

1. Rusty/Broken Handle/Damaged Seal

Contact support for assistance.、

2. Filter Odor Issue

Regular cleaning maintenance is required for the filter, solid waste box, and dirty water tank. Also, the filter is a consumable part recommended for replacement every 3-6 months.

The filter can be rinsed with clean water but must be completely dry before reuse. After washing, manually shake off excess water, then briefly press the Mode button to activate the iron function for final drying after reinstalling.

👉 S20 Pro Example: How To Disassemble, Clean, And Install the Antibacterial Filter

Dirty & Clean Water Tank

1. Loose/Wobbly Dirty Water Tank or Gap Between Tank and Frame

Check for accumulated debris or foreign objects that may be causing the issue - clean if necessary.

Reinstall the dirty water tank properly. 

If the tank remains loose after installation, contact support.

2. Clean Water Tank Not Dispensing Water

① Verify the clean water tank actually contains water

② For first-time use: Operate in Max mode 2-3 times firstly. If water still won't dispense, check the duckbill valve on the tank lid

👉 How Do I Enable the MAX Boost Mode?

③ Inspect whether the baseplate water intake connector's rubber seal is detached or damaged

④ If none of these apply: Restart the device. If the issue persists, contact support

3. Water Tank Damage

Contact support and provide photos of the damage.

4. Water Residue Found in New Tanks

✨ Small water droplets inside are normal. They're residual water from factory testing that shook loose during shipping. This doesn't affect performance.

Detergent Part

1. Detergent Window Color Fading After Prolonged Inactivity

If the vacuum mop hasn't been used for cleaning or self-cleaning over an extended period, the detergent window display may become inaccurate. 

Simply resume normal floor cleaning for a while or initiate a self-cleaning cycle - the window will return to its original orange color.

2. Abnormal Cleaning Liquid Detection

👉 How Do I Enable or Disable the Auto Detergent Filling?

1. First confirm that cleaning liquid has been added and the auto-dispensing function is activated (double-press the MAX trigger button). When properly enabled, a blue bottle icon will appear at the bottom of the display.

2. Always use Narwal-brand cleaning liquid exclusively.

3. Try cleaning in Smart Mode or MAX Boost Mode for 1-2 minutes. If the issue persists, perform a self-cleaning cycle.

4. If the problem continues, contact support

3. Difficult to Remove Cleaning Liquid Seal

To prevent leakage during transportation and storage, the cleaning liquid features an extra-secure seal. You may use the bottle cap or another rigid object to help open the protective seal.

Roller Brush

1. Difficulty Installing/Removing Roller Brush

👉 S20 Pro Example: How to Install the Roller Brush

If you cannot complete installation after following the video guide, inspect the roller brush for possible damage.

If the video instructions are unclear for proper brush installation, contact support for one-on-one assistance.

2. Roller Brush Fiber Issues

Shedding:

① Minor fiber shedding is normal due to ground friction and doesn't affect performance

② Recommended replacement cycle: 3-6 months (the device will prompt when replacement is needed)

③ Contact support if shedding is excessive

Deformation/Indentations:

① Deformation may occur if the device is improperly stored on the floor for extended periods

② Entangled debris during ironing may cause indentations - remove obstructions and run self-cleaning + ironing cycles

3. Loose Roller Brush Cover

Ensure proper installation

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

If the cover still won't secure after following video instructions, check for entangled debris around the roller brush

Inspect both the cover and main body for any damage

4. Water Splashing from Front of Roller Brush Cover

If the vacuum mop has been used to clean substantial oily residues (including pure vegetable/animal oils, cream, or oily substances like ketchup/mustard), slight water splashing may occur due to oil's hydrophobic properties. 

We recommend returning the device to the self-cleaning base for a full cycle before reuse.

5. Hair Tangled in Roller Brush

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

6. Roller Brush Not Spinning or Making Abnormal Noise

① Check for foreign objects or hair tangled in the roller brush assembly. If found, return the machine to the self-cleaning base for cleaning before reuse.

② If no obstructions are found but the noise persists, remove the roller brush to confirm the noise source.

③ If the brush still doesn't rotate, restart the device. If the issue remains unresolved, contact support.

7. Poor Ironing Effectiveness of Roller Brush

① Confirm whether the ironing process was accidentally interrupted

② If the roller brush has cleaned oily residues (vegetable oil, cream) or has entangled debris, these contaminants may reduce ironing effectiveness

③ The roller brush has a limited service life - replace it when necessary

Squeegee

1. Squeegee Rubber Deformation

① Contact support and provide:

▶ Duration of product use

▶ Floor conditions and primary usage scenarios

② To prevent squeegee deformation:

▶ Store the device on the self-cleaning base when not in use and keep the roller brush installed

▶ Maintain the squeegee regularly

     Reason: During operation, debris accumulation on the squeegee alters friction, potentially preventing proper flipping.

     Indicator: Clean when mopping performance declines or excessive water residue appears.

2. Noise from Squeegee

On highly clean and smooth floors, noticeable friction sounds may occur - this normal phenomenon doesn't affect cleaning performance. 

If the sound is abnormal, reinstall the squeegee to ensure proper positioning.

Self-Cleaning Base

1. Base Overflow/Excessive Foam

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

2. Minor Water Residue in Base

✨ When self-cleaning with highly active cleaning agents or heavy soiling, a small amount of water may remain in the tray - this is normal. Residual water will reduce after ironing completes. You may optionally wipe the tray surface with a tissue for cleanliness.