Dealing with the “Device offline” error in the Roborock app can be a real challenge, especially if you’re used to the Roomba and not Roborock. When your Roborock device goes offline, you can’t control it using the app. So, what’s causing your Roborock robot to go offline?
The “Device offline” error pops up in the Roborock app when it can’t connect to your robot’s internal Wi-Fi access point. Usually, this happens because there’s a problem with the network, and the robot can’t communicate with the Roborock servers and can’t work properly.
In this post, we’ll discuss why your Roborock device goes offline and give you some solutions and recommendations to get it back online.
Why is my Roborock device offline?
There can be several common reasons why a Roborock vacuum cleaner may go offline. Here are a few possible reasons why your Roborock might be offline.
Wrong Wi-Fi router settings
Your Roborock can go offline if the Wi-Fi router settings are incompatible with the vacuum cleaner’s requirements. For instance, Wi-Fi routers operate on different frequency bands, such as 2.4 GHz and 5 GHz. Some Roborock vacuum cleaner models only support the 2.4 GHz frequency band.
If your router is set to broadcast only on the 5 GHz bands and your Wi-Fi encryption method isn’t set to WPA2, the vacuum cleaner won’t be able to connect. Make sure your router is configured to broadcast on the compatible frequency band.
Also, ensure your Wi-Fi router’s security protocol is compatible with your Roborock device.
Incorrect phone app (Roborock or Mi Home)
Roborock vacuum cleaners typically require a companion mobile app to control and monitor their operations. If you use the wrong app or an outdated version, it may not be compatible with your specific vacuum cleaner model. In such cases, the app may fail to connect with the vacuum cleaner, leading to it going offline.
Weak Wi-Fi signal not reaching the Roborock’s docking station
If the Wi-Fi signal is weak or unstable near the Roborock’s docking station, it may struggle to maintain a stable connection with the router. This can result in broken connection problems, which will cause the robot vacuum cleaner to go offline.
Wi-Fi signals can be affected by physical barriers, distance, and other devices that may cause interference. If the Wi-Fi signal is weak or not reaching the location of the Roborock vacuum cleaner’s docking station, it won’t be able to establish a stable connection with the router. We recommend moving the router closer to the vacuum cleaner’s docking station, using Wi-Fi range extenders to improve signal strength and coverage, or resetting Wi-Fi settings.
Not choosing the correct region.
During the setup process or when configuring the mobile app, selecting the correct region or server that corresponds to your location is important. Choosing the wrong region can result in connectivity problems, as the app and vacuum cleaner may not be able to establish a proper connection with the server. This can cause the vacuum cleaner to go offline.
Disabling location permissions on your phone
Some mobile apps, including those for Roborock vacuum cleaners, may require proper location permissions. Disabling location permissions on your phone can interfere with the app’s communication with the vacuum cleaner. As a result, the vacuum cleaner may appear offline because the app cannot establish a connection.
11 ways to fix Roborock’s ‘device offline’ issue to get it back online
If you own a Roborock vacuum cleaner and have encountered the frustrating “Device Offline” issue, don’t worry! Here, we’ll discuss 10 practical ways to troubleshoot and resolve the problem, bringing your Roborock vacuum cleaner back online.
By following these steps, you can regain control over your Roborock vacuum cleaner and get back to enjoying its automated cleaning capabilities.
Ensure the docking station gets Wi-Fi signal
If you notice that your Roborock is offline, one of the first things to do is check the docking station. The docking station of the Roborock vacuum cleaner acts as the base station for connectivity. And if it’s placed in an area with weak or no Wi-Fi signal, the vacuum cleaner may struggle to establish a connection with the network.
You should know that the farther away the docking station is from the Wi-Fi router, the weaker the signal it gets. So, ensure you put the smart robot and the docking station in an area with a strong Wi-Fi signal. If you do, you can improve the connectivity and prevent the vacuum cleaner from going offline.
Use the correct phone app (Roborock to Mi Home)
Depending on the model, roborock vacuum cleaners have dedicated mobile apps, such as the Roborock or Mi Home app. Using the correct app corresponding to your specific vacuum cleaner model is important for proper communication and control.
Check which app is compatible with your Roborock vacuum cleaner, and use the appropriate app. Using the right app for your Roborock device can ensure compatibility and enable seamless connection, reducing the chances of your vacuum cleaner going offline.
Change region and enable location permission
When setting up your Roborock vacuum cleaners, you may be required to select your region or server within the app. Choosing the wrong region can lead to connectivity issues and cause the vacuum cleaner to go offline.
So, make sure you check that you choose the right region (the correct region is the country you reside in) or change the region if you got it all wrong. Also, certain mobile apps may require location permissions to function correctly. Granting location permission on your phone allows the app to establish a reliable connection with the vacuum cleaner.
Select the correct Wi-Fi settings
During the initial setup or when configuring the Wi-Fi settings on the vacuum cleaner, it is important to choose the correct Wi-Fi network and enter the Wi-Fi password accurately. Selecting the wrong network or entering an incorrect password can prevent the vacuum cleaner from connecting to the Wi-Fi network, Which can cause it to go offline. So verify and correct the Wi-Fi settings to ensure a proper connection. Doing this can resolve the offline issue.
Also, ensure you set the right frequency band for your Roborock, such as 2.4 GHz or 5 GHz. Some Roborock vacuum cleaner models only support the 2.4 GHz frequency band.
If your router is set to broadcast only on the 5 GHz bands, and your Roborock model only supports 2.4 GHz, the vacuum cleaner won’t be able to connect.
Check your Wi-Fi password
If you enter an incorrect Wi-Fi password, this can cause your Roborock vacuum cleaner to fail to connect to the network and go offline. It’s important to double-check the Wi-Fi password you entered into the vacuum cleaner’s settings and ensure that it matches your Wi-Fi network’s actual password.
You may also encounter problems if your Wi-Fi password has special characters (like; #@&!* etc.) If your password has a special character, you may need to change it to contain only Latin characters to enable a secure connection with your Roborock device.
Reset the Wi-Fi connection of the Roborock
If your Roborock is offline and you can’t find the problem, try resetting the Wi-Fi connection. Resetting the Wi-Fi connection on the Roborock vacuum cleaner means that you will remove the existing network settings and establish a new connection. Doing this can help you to resolve any connectivity issues that may be causing the vacuum cleaner to go offline.
To reset the Wi-Fi connection of a Roborock vacuum cleaner, you can follow these general steps (it should work for Android and ios devices):
- Press and hold the home and power buttons for about 5–10 seconds until the indicator lights on the vacuum cleaner start flashing, or you hear a voice prompt indicating the reset process has begun.
- Release the reset button and wait for the vacuum cleaner to reboot.
- Once the vacuum cleaner has restarted, open the mobile app associated with your Roborock vacuum cleaner on your smartphone or tablet and go to the Wi-Fi settings.
- Follow the instructions in the app to set up a new Wi-Fi connection.
- Once you go through the connection process to successfully reset Wi-Fi, the Roborock vacuum cleaner should be back online and ready for use.
Update application
Another way to fix your Roborock offline issue is to update the mobile application associated with your Roborock vacuum cleaner. Updating the application can help to resolve any software bugs or compatibility issues that may be causing the offline problem.
Developers often release updates to improve performance and fix known issues. Updating the application to the latest version ensures you have the most stable and optimized firmware version that can effectively communicate with the vacuum cleaner.
Check server status
Sometimes, connectivity issues can be caused by server-related problems. It’s possible that the server associated with the Roborock vacuum cleaner’s mobile app may experience temporary downtime or technical difficulties.
Checking the server status through the app developer’s website or other reliable sources can help determine if the server is experiencing any issues. If the server is down, you may need to wait until it is operational again for the vacuum cleaner to connect. It could also be that your router disconnected from the internet; check to see if everything is alright, your router has internet access, and your Wi-Fi network works.
Leave the unit to charge
If the battery of your Roborock vacuum cleaner is very low, it may go offline to conserve power. Placing the vacuum cleaner on the charging dock and allowing it to charge for a sufficient time can resolve this issue. Once the battery is fully charged, the vacuum cleaner should be back online and ready for operation.
Perform a factory reset
Performing a factory reset on the Roborock vacuum cleaner can be a more drastic measure but can help resolve persistent offline issues. This process restores the vacuum cleaner to its original factory settings, which will completely erase all customizations, including saved maps and network configurations.
By doing a factory reset, you resolve any software glitches or misconfigurations that may have been causing the offline problem.
Here’s how to do a factory reset:
- First, turn off the vacuum cleaner.
- Find the reset button on the vacuum cleaner. The reset button is usually on the bottom or back of the device. You may need a small pin or paper clip to press it.
- Press and hold the reset button for about 5 to 10 seconds. Release the reset button when the indicator lights on the vacuum cleaner start to flash or change patterns.
- Wait for the Roborock vacuum cleaner to reset and reboot. This process may take a few minutes.
- Once the reset is complete, the vacuum cleaner will be restored to its factory settings. You will need to set up the Wi-Fi connection and any other customized settings again.
Ask a dealer
If you’ve done everything you can and tried all the troubleshooting options and your Roborock vacuum cleaner is still offline, then it might be time to contact a dealer, or the manufacturer’s customer support can provide you with expert assistance.
They can offer specialized guidance and advice and recommend potential solutions based on your specific situation, ensuring you get your vacuum cleaner back online.
You can reach out on their website: https://support.roborock.com/hc/en-us or contact them via; https://us.roborock.com/pages/contact-us
FAQs
Why is my Roborock device offline?
Your Roborock may be saying “device offline” due to connectivity issues with the Wi-Fi network. A weak Wi-Fi signal, incorrect network settings, Wi-Fi connection errors, or temporary disruptions in the network connection could cause it.
Why is my Roborock device not connected?
There could be several reasons why your Roborock device is not connected. Some possible causes include Wi-Fi connectivity issues, incorrect network settings, outdated app versions, server problems, or a very low battery.
How do I get my Roborock vacuum back online?
To get your Roborock vacuum back online, try the following steps:
Ensure the docking station receives a strong Wi-Fi signal.
Use the correct mobile app (Roborock or Mi Home) for your model.
Check if the server is operational.
Confirm that your Wi-Fi settings are correct, and enter the correct password.
Reset the Wi-Fi connection on the vacuum.
Update the mobile app to the latest version.
Leave the unit to charge if the battery is very low.
If these steps don’t work, consider performing a factory reset or contacting customer support for assistance.
Common Roborock error codes and what to check
Despite all its sophistication, there may be times when your Roborock encounters other problems.Most of the time the app will give you clear guidelines on what to do, but incase that is not happening, I’ve put together a list of common error codes that you might come across.
Each code is paired with a simple explanation and suggested steps for you to take to fix the problem.
- Error 1: LiDAR turret or laser blocked. Ensure there are no obstructions, and then retry.
- Error 2: Bumper stuck. Clean the bumper and lightly tap to release it.
- Error 3: Wheels suspended. Move the robot to a different location and restart it.
- Error 4: Cliff sensor error. Clean the cliff sensors, move the robot away from any drop-offs, and restart it.
- Error 5: Main brush jammed. Clean the main brush and its bearings.
- Error 6: Side brush jammed. Remove and clean the side brush.
- Error 7: Wheels jammed. Reposition the robot and restart it.
- Error 8: Robot trapped. Clear any obstacles surrounding the robot.
- Error 9: No dustbin. Install the dustbin and filter.
- Error 12: Low battery. Recharge the robot and retry.
- Error 13: Charging error. Clean the charging contacts and retry.
- Error 14: Battery error.
- Error 15: Wall sensor dirty. Clean the wall sensor.
- Error 16: Robot tilted. Move the robot to level ground and restart it.
- Error 17: Side brush error. Reset the robot.
- Error 18: Fan error. Reset the robot.
- Error 21: Vertical bumper pressed. Move the robot to a different location and retry.
- Error 22: Dock locator error. Clean the dock locator and retry.
- Error 23: Could not return to dock. Clean the dock location beacon and retry.
- Error 27: VibraRise system jammed. Check for any obstructions.
- Error 28: Robot on carpet. Move the robot to a hard floor surface and retry.
Other common problems and helpful tips
Why won’t my robot power on?
The battery level might be low. If so, place the robot on the charging dock and charge it before use.
Why is my robot unable to charge?
The battery temperature may be too low or too high. Ensure to only use the robot within the temperature range of 4-40°C (39-104°F).
Why is my robot charging slowly?
This could be due to poor contact or extreme temperature conditions. Check if the power indicator light turns on and if both ends of the power cable are properly connected. If contact is poor, clean the contact areas on the charging dock and the robot.
Why can’t my robot dock?
There might be too many obstacles near the charging dock or the robot is too far from the charging dock. Try moving the charging dock to an open area or place the robot closer to the dock and retry.
Why is my robot making noise during cleaning?
The main brush, side brush, main wheels, or omni-directional wheel may be jammed. In this case, turn off the robot and clean these parts.
Why does my robot have poor cleaning ability or why is dust falling out?
The dustbin might be full, the filter could be blocked, or the main brush could be jammed. To fix this, empty the dustbin, clean the filter, and the main brush.
Why isn’t scheduled cleaning working?
The battery level may be low. Keep the robot charged. Scheduled cleaning can only begin when the battery level is above 20%.
Is power always being drawn when the robot is on the charging dock?
Yes, the robot will draw power while it is docked to maintain battery performance, but power consumption is minimal.
Why is there no or little water during mopping?
There might not be any water in the tank. Check whether there is water in the water tank and use the mobile app to set the scrub intensity, it may be set to vacuum only. Check the manual for full instructions on how to correctly install the mop cloth and mop cloth mount.
Why doesn’t cleaning resume after recharging?
The robot could be in DND mode or it was placed manually on the charging dock. Make sure that the robot is not in DND mode. If the robot was placed manually on the charging dock before it returned to the dock automatically, it will not be able to continue the cleanup.
Why can’t the robot return to the charging dock after spot cleaning or after being moved manually?
After spot cleaning or a significant position change, the robot will re-generate the map. If the charging dock is too far away, the robot may not be able to return to recharge and must be placed on the charging dock manually. In this case just place it within sight of the dock and press the home button.
Why has my robot begun to miss certain spots?
The wall sensor or cliff sensors may be dirty. Wipe them with a soft dry cloth to solve this issue. Also, over time you map map become corrupted. I find it adds ghost rooms were the LiDAR may have gotten confused. If this is the case, remap your house and remember to save the plan so you can easily restore a back up at any time.
Final thoughts on Roborock device offline
So, we’ve explored all the possible factors that can cause a Roborock device to go offline with other helpful troubleshooting tips. From checking Wi-Fi router settings and ensuring compatibility with the companion app to checking signal strength and password, these troubleshooting tips can help you address the problem and smoothly get your device back online.
Following these troubleshooting tips, you can fix the issue with your Roborock device going offline and ensure an uninterrupted cleaning experience in your home, especially with the Roborock connected to Alexa.
