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Support for your Dyson 360 Vis Nav™ robot vacuum

Frequently asked questions about set up and connection

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

Swipe up from the main menu, and select the Wi-Fi symbol. This will give you more information such as the robot's connection status with your router, internet and Dyson cloud, and signal strength.

If there’s a connection issue, check your home Wi-Fi network is working with other devices. If it is, refresh your connection in the app. If that isn’t successful turn your robot off and then on again.

Can I set-up my robot without connecting to the MyDyson™ app?

Setting up your robot offline requires downloading software to a USB stick via our Software Download page. Connecting to the MyDyson™ app is what activates your robot's intelligent features and enables automatic software updates. This is why connection to the MyDyson™ app is an integral part of the set-up process. 

What does 'returning to start' mean?

This means your robot is returning to the dock, or to the start location of the clean (if started off the dock).

Why has my robot not finished its clean?

If your robot encounters an issue during a clean, its screen will provide you with more detail, and animations to help resolve the problem. The app can be used to troubleshoot if required.

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. 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.

If your robot cannot locate itself, pause the robot, check there's sufficient light, wipe the robot's camera and sensors with a dry, lint-free cloth, and then replace it somewhere you have seen it clean before (e.g. in front of the dock). Your robot should re-localise and continue cleaning. 

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. Wipe the sensors with a dry, lint-free cloth, and ensure the area that robot didn't clean is accessible through a path around 50cm in width with no obstacles. 

If this happens repeatedly, consider changing the dock location to be more central in your home, or try re-mapping your home (especially if it's changed from the last map).

Frequently asked questions about the mapping process

What do I do before I start mapping?

Before mapping, tidy up loose objects from the floor and open internal doors. You will also need to download the MyDyson™ app to your smartphone and connect your robot to the app. 

Why does the robot map the way it does?

Your robot works in a spiral pattern, systematically covering 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. And if your robot bumps into something that’s too small for it to recognise, it’ll do so gently to not cause any damage.

How long will it take to create a map?

The length of time will depend on the floor space of your home; our engineers estimate the robot covers 50m² of floor space in just one hour, so it can take a few hours depending on your home. Your robot systematically learns your home in a spiral pattern, to make cleaning more effective in the long run.

Can I create maps for multiple floors of my home?

Yes, you just have to start mapping with your robot on a dock. You can purchase additional docks and chargers from our website. Or if needed, move your dock to the floor you wish to map. Map as you would normally; you can name the map to differentiate between your floors. You can split each map as normal to rooms and zones to customise cleaning for each.

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

Your robot is designed to turn its brush bar and vacuum motor 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?

Simply recover your robot from the obstruction and follow the instructions on the robot's screen 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.

Frequently asked questions about the maps your robot creates

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, then not getting a chance to continue mapping once fully charged.

If your robot has missed areas of your home, we would recommend re-mapping to get the best performance.

Why isn't my map more detailed?

Our engineers wanted this robot to be easy to use, so the map you see is simplified to resemble a floor plan. The actual map your robot stores in its memory, and uses to navigate, is more complex. You'll also see a slightly more detailed map after your robot completes a successful clean and shows you exactly where it cleaned via the app.

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

It is better to create a complete map of your home when you start for reliable cleaning. However, your robot will also add new areas it discovers during cleaning to your map.

Frequently asked questions about looking after your robot

How do I move my robot if I need to?

Your robot has a convenient carry handle situated at the rear. Simply lift this and carry your robot to wherever you need.

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?

You might find that your robot picks up more dust and debris compared to your other vacuums, especially in its first few cleans. This is because it has powerful suction and moves slower than we do, allowing it to pick up more. If you are worried about your carpets, bear in mind that all carpets slowly degrade and lose fibres over time, new carpets in particular, so your robot will clean these loose fibres away, like any other vacuum. 

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. You can remove the brush bar from the machine to make this easier; instructions are in the "Washing the brush bar" video above.