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Jack
Dyson Community Manager
3 years ago

General discussion

Got a general query about your Dyson robot vacuum? Get an answer from the Dyson Community here.

  • 106 Posts
  • 322 Replies

Key reads to help you get started (3)

  • Understanding which Dyson robot vacuum I own

    Article by
    Stuart
    Stuart

  • Robot vacuums: Getting started

    Article by
    Stuart
    Stuart
    Topic Robot vacuums: Getting started

  • Keeping your robot vacuum performing at its best

    Article by
    Stuart
    Stuart
    Topic Keeping your robot vacuum performing at its best
107 Posts
Jack
Dyson Community Manager
JackDyson Community Manager
published in General discussion
Dyson 360 Vis Nav™ robot vacuum - software release RB03PR.01.08.002.4054News

Our latest software release for the Dyson 360 Vis Nav™ robot vacuum (RB03PR.01.08.002.4054) includes the following updates: Learns and prioritises high dust areas: Makes them a priority and automatically increases suction. Cleaning and reliability improvements: Smoother motion. More accurate dock detection and navigation. Better experience: Battery level displayed on the main menu. Mapping and zoning guidance for new owners. To make sure you’re always fully benefitting from the latest software and features, we’d recommend enabling automatic updates for your robot within the MyDyson™ app. Updates will then occur when your robot is inactive, docked, and connected to Wi-Fi. To see if your robot’s software has already been upgraded, check for update RB03PR.01.08.002.4054 in your robot’s settings within the MyDyson™ app.

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Stuart
Dyson Community Manager
StuartStuart - Dyson
published in General discussion
Robot vacuums: Getting startedROBOT VACUUM

In this article we take a look at just how to get started with the Robot vacuums. We’ve collated a ‘Getting Started’ video for each of these models. These videos are designed to help you become familiar with your robot, whilst covering the unboxing, assembly, operation, power functions, and the process of emptying the clear plastic bin. To get started, simply click on the videos below. Dyson 360 Vis Nav™ robot vacuum Dyson 360 Heurist™️ robot vacuum Dyson 360 Eye™️ robot vacuum If you wanted to ask a specific question or need help with setting up your machine, why not post a questions to our community of owners. The best place to do this is in our Ask the Community forum. For a closer look at how these vacuums operate, include videos on using the dock, vacuum maintenance and cleaning advice, visit the Dyson YouTube channel.

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Stuart
Dyson Community Manager
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bjornNew Member
posted in General discussion
Dyson Submarine

Recently purchased a Dyson Submarine cannot only purchase the head and have to buy an entire machine This unit is not designed for large surface areas, is incredibly slow at what it does, and with the absence of soap does not clean tough stains This unit is for small area maintenance only - which is quite a large price to pay. It does leave dirty water residue and cleaning the head is arduous There are much better products on the market and feel this is a gimmick that should not be part of the Dyson stable

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RustomPNovice Member
asked in General discussion
Dyson 360 Viz Nav randomly powering down when cleaning

I have had the Dyson 360 Viz Nav for less than 30 days (purchased from dyson.com) and have encountered this issue 7 times this week. The Problem: while cleaning (scheduled or manually started) the vacuum will fully power-down without reporting an error or signalling a notification in the app of the problem. This does not happen every time but majority of the times. This may occur within the first few minutes or 20 minutes into a clean. The app will show “Connection lost. Sorry, we can’t connect to the Dyson network right now. If the problem persists, please contact us.” The Vacuum itself shows the display fully black, which then needs to be pressed to reboot the system. No robot activity is recorded to the app unless there was an alert during the clean. Even in those circumstances, the robot activity will return “-” as cleaning time when it powers off. Battery is fully charged, room is well lit, very few obstructions, and firmware is up-to-date (RB03PR.01.08.005.4317). I also adjusted

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Gold Level Contributor
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aylenegurhyNew Member
asked in General discussion
Why does Dyson refuse to accept my statutory rights under Englush law?

I have had two lengthy conversations with customer services about one of my Dyson robot hoovers. They refuse to acknowledge that under English Law I have the right refuse a repair on a defective machine. The machine in question was purchased from Dyson in December 2024. The warranty provided by Dyson does not affect my statutory rights which I am trying to get Dyson to acknowledge. I have the right to a refund or a replacement machine. Dyson’s policy is not in accordance with English law. I do not want to have to issue proceedings but I am prepared to do so if a solution is not achieved within 7 days. The lack of contact details for a written complaint is obstructive. I also have rights under section 27 having paid for the machine by credit card.

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Jannat
Community Moderator
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Queen HelenNovice Member
asked in General discussion
"Escalated" complaint - means absolutely nothing !!

Dear Community 6 weeks I have been waiting to have my Dyson repaired, only to come back with the fault still existing. For a UK company, how frustrating is it to get hold of anyone that is in the UK. I am fed up with speaking to people in Athens. It absolutely ruins my day. I wake up with it on my mind and I go to bed angry that yet again I have lost another day with no response from Dyson. Do any of them realise how stressful this is and how it can change your whole day and put you in an awful mood. I wonder in their “training”, if they can actually reflect that we could be their Mothers, Sisters, grandmothers etc and how would they feel if they knew how upsetting it is to have this hanging over your head for weeks and weeks. It is so upsetting that I am getting so wound up right now. Do they expect us to leave in a dirty house with children not cleaning the carpet for over 6 weeks is environmentally unacceptable with toddlers.

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Charu
Community Moderator
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C-G7Rookie Member
asked in General discussion
have the heurist 360 - will find everyone wleses wifi but mine

have the heurist 360. just moved to new apartment. it sees all the other WiFi in my block apart from mine. it is near the WiFi, I have changed router from 2.5 to 5mhz changed the name of the router and it just can’t find it. the Dyson is sat right next to router. I’m puzzled as worked in previous property no problems.

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Aastha
Community Moderator
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Bronze Level Contributor
FrenchBaguetteBronze Level Contributor
asked in General discussion
Question about broken part / spare part - 360 vis nav (rotating brush grey clip/tab)

Hi there, I broke a part on my Dyson 360 Vis nav : The removable grey mounting clip on the rotating brush : This is a removable part (as shown on Dyson’s video here : https://www.youtube.com/watch?v=cWDQk8V3teA&t=30s I’d like to buy a spare part, but I’m not sure how to find the right one. On Dyson’s (french) website, I’ve found 2 spare parts available to order : 970492-01 : Which is the rotating brush. Does it come with the grey part ? The picture suggest that it does, but I’d like confirmation :) https://www.dyson.fr/support/journey/spare-details.970492-01 971945-01 : Which has no picture, but is named “Release tab”.. so maybe that’s the part I’m looking for ? I tried calling Dyson Support, but they had no info about spare part availability/documentation and could only offer a full RMA of the robot. Would anyone have any information on this ? :) Thanks !

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Jannat
Community Moderator
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Nick7747Novice Member
asked in General discussion
is the 360 Vis Nav really this bad.

So am on my 5th one since Nov 29 - 2 of which never arrived thanks to DPD. All 3 that came have had the same issue - despite multiple mappings they just give up during a clean and stop without any resumption being offered or returning to the dock. All have been charged and I have tried with with just a single room mapped to make it easier (and different rooms). Have followed instructions to the letter, ensured good lighting and rooms prepared. The impression is of a well engineered powerful machine with terrible software / firmware / navigation that is closer to an alpha rather than a beta evolution with buyers being asked to do the R&D. Is am a Dyson advocate over many years but this is shocking for a £1200 machine. I chose Dyson over the competitors because of past excellence and after sales service but am thankful I can return this within 90 days (although have so far lost 21 of them due to none appearance of replacements thanks to DPD. Anyone any insight that may sort this or is it

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jabreenapraigNovice Member
asked in General discussion
How do I get customer support to actually help me resolve my issue connecting.

To keep things brief, I am having an issue connecting my 360 eye to the MyDyson app. I have been told at least 5 times, after going over the same troubleshooting steps that are posted online (more than once), that the customer service representative that I was speaking to was unable to help, and that someone would call me within 48 hours to help me resolve my issue. Each time I never heard from anyone. From what I've read online, It sounds like the Robot's history needs to be cleared, but I'm not able to reach anyone who even knows how to get me in touch with someone who can do that. Can you please help? Pretty please? Does anyone have a secret backend way to do this/

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TessChangRookie Member
asked in General discussion
HD15 bought in japan doesnt work in US

Bought a HD15 in Japan and does not work in the U.S., it shutdowns immediately when I plugged in. The salesperson in Japan told me it would work in the U.S but apparently it doesn’t. Any suggestions? option 1 -return in japan Option 2- trade in U.S. for US model any other suggestions to make it work?

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Jaswinder
Community Moderator
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Max NovickiyRookie Member
asked in General discussion
I would like to leave a review on my vacuum cleaner!

There are 4 Dyson products in my house. I would now like to leave a review of one of them. The product is Dyson 360 Eye™ robot . Amazing machine. It works perfectly, it is not noisy. Cleans all the dirt in the house. Never once had any errors. Everything is just perfect! A huge thank you to the Dyson team. You guys are great.

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LepsogNew Member
asked in General discussion
DYSON 360 EYE BATTERY - out of stock

is anyone else waiting for these batteries to get back into stock?

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Jannat
Community Moderator
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JpmartNew Member
asked in General discussion
360 vis software updates needed

Hi, I’m on my second 360 vis and I’ve done a lot of homework/troubleshooting regarding the lift sensor false errors. I’ve already adjusted the lift sensitivity to lowest setting, cleaned sensors multiple times and unfortunately I’m still having an issue with floor vents and multicolored area rugs. It’d be nice if we had a software update that could minimize these false lift alarms. It’s kinda hard to put a restricted area around every floor vent within the house. II’m experimenting with modifying the floor vent covers with some carbon filters to help mitigate this issue. However, I currently don’t have a fix for the multi colored area rug false lift alarms. other than the false alarms, the Vis does a very good job of cleaning the area. Some software tweaks and some app upgrades pertaining to voice control capabilities would be nice. More specifically, assigning routines for cleaning specific zones, being able to reset a false lift sensor alarm remotely etc.

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sheracrRookie Member
posted in General discussion
Is anyone else struggling with a wandering, inconsistent Vis Nav 360?

I put this in “Questions” as well hoping for suggestions.I am really struggling to like by Vis Vav 360, and I LOVE all other Dyson’s I’ve purchased. Issues: My Dyson Vis Nav 360 does not clean like the demo video in a nice straight line. It wanders aimlessly and misses spots. It may get the spot the next day, it may not. It certainly doesn’t track walls in a straight line nor go all the way up to a straight surface and clean until it bumps the end of that “road.” It seems to approach walls and items at an angle and stops short of them then turns. Sometimes it completely skips rooms. Sometimes it doesn’t clean at all that day but with no intervention does clean the nest day. Sometimes it wanders around not vacuuming at all for a bit. Just drives around the house like a spy! LOL! The clean takes twice as long or more as my old shark and typically cannot clean the house on one charge. My house isn’t big and part is inaccessible to this robot vac due to a step down. There is probably about

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VacuumlostNew Member
asked in General discussion
Complaint - Dyson UK robot vacuum lost in repair process

Around last October we called Dyson because we were getting a fault message on our robot vacuum which indicated that we needed to contact them. Dyson arranged for the robot to be collected on 30 November, and since we didn’t hear anything from Dyson subsequent to the courier, DPD, picking up our robot, we called Dyson again in December. Essentially, we’ve been been exchanging emails / calls ever since. It appears that the robot was lost in transit and we’ve been without a vacuum for around 2 months. We’ve reached a point where this continues to go around in circles and we’re becoming increasingly frustrated. We spoke to customer service and they can clearly see that on the DPD site track.dpd.co.uk it says “Your parcel is at our Peterborough Depot” - therefore it is with DPD. They’ve escalated this numerous times, but we didn’t get a call back. This whole process was organised by Dyson through DPD, and Dyson has to take responsibility for the fact that we've returned our robot at Dyson’

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Jack
Dyson Community Manager
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daviessteveRookie Member
posted in General discussion
Application upgrade

How do we suggest modifications to the application? I would like to request a method to ask the robot to move to next zone during a clean Steve

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Tobias.Adkins76New Member
asked in General discussion
Terrible Machines with terrible customer service to match

Received a “survey” request in my email today from Dyson. They asked one question that asked who bought and uses my machine. I have bought 3 Dyson vacuums for myself, two for my mother-in-law, a Dyson Robot and 2 Dyson stick vacuums (some people it takes a while to learn). I recently called on my latest vacuum and they told me they would send someone to come look at my machine in the customer service department, that was after I contacted customer service twice. The second time was the week of December 9th. Still, nobody has come to look at my machine and nobody has called. The survey said for filling out the survey I would get 20% off. Right now, you couldn’t give me a Dyson. I have a Shark that works great and was much less, even if it does need to get replaced within five years like I’ve been doing with Dysons. Also, with my Dysons, I would sweep and I would then steam vac my carpets. With my Dyson, I would always have piles of dog hair that the Dyson missed, but with the Shark, I w

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Jack
Dyson Community Manager
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Bronze Level Contributor
KaelanBronze Level Contributor
asked in General discussion
Dyson Vis Nav back plastic wheel squeaking

Today, I observed a squeaky wheel on the rear of my Dyson Vis Nav Robot Vacuum Cleaner. This issue is distinct from the two large rubber wheels located at the front of the device. The affected wheel is one of the smaller plastic wheels situated at the back. I have determined the specific side of the wheel that is causing the squeaking sound. Could you please provide guidance on the most effective solution to address this problem?

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Jack
Dyson Community Manager
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CurlyBee2Rookie Member
posted in General discussion
Could Dyson please create a self-emptying base for Vis Nav?

Since we still cannot zone our house because of the lack of diagonal room dividers in the Dyson app, can we suggest that Dyson create a self-emptying base, just like the ones for the Roomba? I’d actually pay extra for this as an add-on to the Vis Nav...with its small bin, and the lack of room dividers, we have to babysit the Vis Nav and wait for it to get full multiple times while cleaning the combo kitchen/dining/living room in our house. It was shortsighted for Dyson in this day and age to put out a robot vacuum that cannot empty itself. If you’d got all that suction, you’re sure to get a lot more stuff vacuumed up, and have to empty the bin more often. Please add this as a request...surely this could happen in 2025?

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LodewijkNovice Member
asked in General discussion
Making and Showing Second Floor Mapping on Phone

Hi, there is a Dyson video showing how to use a phone for mapping. But it shows only making a mapping for one floor, not also one for a second floor. “Mapping and zoning your home with your Dyson 360 Vis Nav™ robot vacuum” I wonder how making a mapping for a second floor is done via the phone. And how both would show up separately on the phone, so one can select cleaning each one individually. Special request: The phone is held a bit too distant from the camera for me to discern the font when the lady scrolls down on it. So it would be helpful if a video were made and uploaded showing individual mappings and what that looks like on a phone, preferably with the phone held closer to the camera, (and just as steadily held as the one shown). 😊

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DaedraNovice Member
asked in General discussion
Dyson 360 Vis Nav stops mid clean

Creating a separate topic, as the previous one was marked as ‘solved' Bought this robot 21 December. After a recent update (005 I think? At least that's my current robot firmware) the robot started to die mid-clean, “Couldn't connect” in the app, totally looks like a software crash. If I then press the LCD screen button, it powers on, and I can ask it to continue to clean. It is obviously not a solution, as I want it to clean the house while I'm away. It happens sometimes after 2 mins, sometimes 5 or 10. No correlation with places. And it worked fine for the first week or so! Also not sure if it is related, but if I send it to clean a particular bedroom, it cannot do it and comes back to dock saying “couldn't complete the clean”. However if I send it to clean hallway, bathroom and the same bedroom, it manages to find it ok. That's been the case for a while, and is not bothering me as much (I'm using auto anyway), but might help with the investigation. So far what I've done: 1. re-map 2

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csalt113New Member
posted in General discussion
Should I buy the Dyson 360 Vis Nav

I’m a huge fan of Dyson products and have long wanted a robot vacuum to help clean the floors in my home. Once Dyson released their newest robot vacuum, I was excited to potentially purchase the product but reluctant once I saw the price. I’d like to take advantage of Black Friday/Cyber Monday pricing, but the online reviews are not convincing. Owners, was the purchase worth it? I’d love to get feedback from this community on if the product is actually worth the money. Thanks in advance for your wisdom and insights!

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speak2000Novice Member
asked in General discussion
Vis Nav - Website says v005, but download is 003?

I recently got a Vis Nav and set it up, and observed it mostly working. The mapping took a few tries and honestly looks skewed/rotated vs where it cleans and reports. Definitely has had some struggles getting back to the dock, and I’ll see it get stuck in a loop just backing up and going forward around an obstacle over and over and over again, presumably it would do this until it ran out of battery. I got this robot as a replacement for my Neato, and it seems promising, with active development and such from Dyson. The UK site also claims software updates through at least Dec 2031, which is a nice piece of mind. Anyway, with some of the odd behaviors I noticed, I was anxious to try out the newest software. My robot is on v003. As I understand it, v004 came out about 6 months ago, and v005 was less than a week ago. I can see v005 on the software updates page for the robot... https://www.dyson.com/support/vacuum-cleaners/robots/360-vis-nav/software-updates but when I click the link to dow

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Bronze Level Contributor
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CraignoyeRookie Member
asked in General discussion
dyson 360 Vis Nav Error cose

I have just received my brand new Dyson 360, I have not been able to set it up as it has automatically came up with the error code 11.17.1. i have completed the power cycles, uninstalled and reinstalled on app, nothing. called CS and I had to book in to talk to an expert which isn’t until another week, fairly poor service to receive a unusable vacuum cleaner and have to wait so long to have it fixed.

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