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Support for your Dyson 360 Heurist™ robot vacuum

Troubleshooting your robot set-up

What can cause connection errors and how can I troubleshoot these at home?

Your robot accesses the Dyson cloud through your home Wi-Fi network. If your robot’s Wi-Fi light is not illuminated, this connection may be broken. Check your home network is working correctly. Then connect to the Dyson Link App on your phone. The app will indicate the source of the problem and provide information on how to resolve the issue.

What does 'returning to start' mean?

This means your robot is returning to the starting point of its current clean. This could be at its dock or a position in the room.

Why has my robot not finished its clean?

If your robot encounters an issue during a clean, an Amber ring will be displayed around the icon section. An additional light will display, indicating what the cause of the issue might be. If this happens, you can troubleshoot from the app and follow the steps on-screen to solve the problem.

What should I do if my robot cannot get back to the dock?

This can occur if the robot is picked up and placed in a different location, if lighting has changed significantly or if the robot cannot see enough features to orient itself by. Your robot will initially try to identify its location by cleaning areas close to its last known position. If this fails, it will go into a ‘random bounce’ cleaning pattern to find an area it recognises. You can solve this by returning your robot to its dock.

Why has my robot not cleaned the whole room but says that the clean is completed and has successfully returned to the dock?

The robot will always try to clean all areas it can access. Occasionally, it may avoid an area if the path to get there is considered too risky by the robot, such as a high chance of getting stuck or becoming lost.

 

Understanding how mapping works

What do I do before I start mapping?

Before mapping, it’s a good idea to tidy up any loose objects from the floor and open the internal doors. You will need to download the Dyson Link app to your smartphone and connect your robot to the app. Then place your robot on the dock and you can start mapping.

How long should I expect mapping to take?

Creating a complete map can take time. The length of time will depend on the floor space of your home, so it could take up to a few hours. Our engineers estimate it takes the robot 3 hours per 100m² of floor space.
The robot maps in the same pattern as it cleans – it moves in a spiral in each of the grids it splits the room into. This is so the robot can create a detailed image of the layout of your home. It may take longer than expected initially, but it makes cleaning more effective in the long run.

Can I create maps for multiple floors of my home?

Yes, if you live on more than one floor, you can create a map for each storey of your home. You can also split the map into rooms or smaller ‘zones’ and customise how the robot cleans each room or zone. When you clean on a different floor of your house, you’ll need to move your robot’s dock to each floor and start each clean from the dock.

Why does the robot map the way it does?

The robot splits the room into a grid and works in a spiral pattern around each of those grids. Your robot’s movements, including the characteristic T-shaped pattern, are designed to cover every spot of your home’s floor space. Don’t worry if its movements sometimes look strange, it is simply learning your home’s layout.

Why doesn't my robot clean whilst it's mapping?

Your robot is designed to turn its brush bar off during mapping to conserve its battery power. This enables it to map rooms faster and cover greater distances during the mapping process.

What should I do if my robot gets stuck?

This is easily resolved. Simply open the app, follow the instructions and reposition the machine. Press play on your robot to resume mapping.

What if my robot’s battery runs low?

When your robot is low on battery power it will return to the dock to recharge, then resume mapping from where it left off.

If there is an error during the mapping process, should I start again?

Yes, your robot needs a complete and accurate map of your home, so if any issues arise during mapping it is best to start again.

Why didn’t my robot create a full map?

This could be because it was interrupted, or because something blocked its path and it couldn’t continue mapping. It could also be due to the robot returning to the dock to recharge if it didn’t get a chance to continue mapping once fully charged.

Why isn't my map more detailed, e.g. why does it only show the room walls?

Our engineers wanted the robot to be easy to use, so we simplified the design of the map to resemble a floor plan. This is a simpler version than the actual map your robot makes. The more detailed map can be found on the activity map in the Dyson Link app. In the coming weeks, your robot will let you know if there are any difficult areas. You can also set up ‘no-go’ areas which your robot should avoid altogether.

Why do some sections need to be re-mapped?

This might be because your robot had difficulties traversing the floor of a room, or if it was interrupted during mapping. The robot will not cover the same area more than once. However, it may sometimes revisit an area if the path it took meant that it missed part of the floor the first time around.

Can my robot store partial maps if there is a connectivity issue and pick up where it left off?

Your robot doesn’t store partial maps because it needs to create a complete map of the cleaning area. An accurate map of your home is also necessary to create smaller zones and place restrictions on your robot’s movement.

Can I add an area onto a map, or do I need to restart my map?

It is generally better to create a complete map of your home when you start. However, your robot will also add new areas it discovers during cleaning to your existing map. Although your robot can add a new area if it observes it from a clean, this is not as reliable as creating a map of your whole home using the mapping function.

Frequently asked questions about maintenance

I didn’t realise that I shouldn’t use cleaning fluids with my robot. Have I damaged my machine?

Your robot should not be used with cleaning fluids. Some contain abrasives that may scratch optical parts, and others include chemicals that can degrade plastics. Check your robot for damage if cleaning fluids have been used.

Lots of fluff is appearing in my robot's bin after cleaning. Is that all genuinely dust or is it vacuuming up my carpet also?

All carpets slowly degrade and lose fibres over time, new carpets in particular, so your robot will clean these loose fibres away. Your robot is no different from our other vacuums in this respect.

What should I do if I see any fluff stuck in my robot's tracks or in the bin?

You should remove fluff from your robot’s tracks and bin to maintain performance.

What should I do if any hair gets tangled in my robot's brush bar?

If hair gets tangled in the rotating brush bar it should be removed to make sure your robot is moving and operating freely.