Debug connection issues

Hi ​@Edgar,

Welcome to the Dyson Community!
 

Starting a clean from the dock
Please be informed that if a clean is started on the dock, the robot will be able to return mid-clean if it needs to recharge.
Please note that cleans scheduled in the MyDyson™ app can only start from the dock.

Starting a clean off the dock

For when you want to clean a specific area, do a quick clean or clean rooms on different floors.
If you pick your robot up and place it where you want it to clean, it will stop when it detects that charge is low and return to its starting position.
 

Kindly confirm, What type of clean?
1 On the dock
2 Off the dock

I'll look forward to hearing from you! 
Best wishes,

Hi,

I mentioned that it was a scheduled clean while I’m out, but for clarity the robot is docked when I leave. 

Ah yes I’ve been having this. Keeps saying can’t connect to the Dyson network. I’ve been sent a new robot. But I’ve just set it up and has the same issue.

It seems to be once the robot goes into sleep it can’t wake up until you click the screen.

Add me to this issue, just got a new 360 Vis Nav as there was a £200 reduction, thought now is the time to try this.

The connection issue is without a doubt application and Firmware related, checking on our WiFi routers connected devices list shows the 360 Vis Nav connected with a 100% WiFi experience, even though the application says it can't connect to the robot

So without a doubt firmware is the culprit!

The latest firmware release notes are on Dyson Italy and not Dyson UK unfortunately but they state:

• Smarter navigation*

• Better obstacle avoidance

• Improved return speed to charging station

• Greater area coverage

• Improved Wi-Fi connectivity

​@Jack would it be worth us with these connectivity issues posting what routers we're using sir? Also, with the new matter integration for robot vacuums coming is this something that maybe will be added to the 360 Vis Nav?

Robot did it this morning, it doesn’t wake from the sleep icon on the display. click the button it’s active then I can set it off.

Multiple attempts at reconnecting through the app eventually connects the robot, the screen will light up when it finally receives a wake request from the application.

It's firmware 100% either on the robot or the application end, as of today my WiFi dashboard shows the Vis Nav as connected constantly for 2 days.

Question is how fast will this be patched?

Hi ​@Edgar and ​@Thejakelet,

Thanks for highlighting the issue you’re currently experiencing.

Please send me your machines’ serial numbers using the Dyson Community direct message inbox, and we can look into this further.

I’ll look forward to hearing from you!

I have the same issue. Went through Dyson support 2 days ago which were no help, no investigation at all, just asked to return the unit to be fixed under warranty. Given that this is a recent problem, in the last weeks or a month maybe, and others are seeing the same, I'd say this is a bug in a recent update. Mine is due collection on Monday, which is a major hassle so if we can find a solution that doesn't require sending it back, please do help.

As mentioned before, exact same issue in that scheduled cleans not happening and it times out connecting via the app when sleeping. Interact with it via buttons, to check WiFi connection, which is always fine, then it starts working again, or if you reboot it.

I've wiped the device, reinstalled the app, all without impact. 

As for WiFi, I'm running Unifi kit and the Dyson is on an IOT Wi-Fi network with their IOT compatibility mode on (which turns off 5Ghz). Also tried it without IOT compatibility mode. No  difference. Dyson device is always showing as connected. It does show as having energy saving mode enabled, but that's a device thing, nothing I can do to turn that off.

Hope that lot helps.

I can share the serial number directly Jack if that helps move things along.

Hi ​@br25,

Welcome to the Dyson Community, and thanks for letting us know about this.

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.

​@br25 I'm running it through Unifi IoT aswell! 

I was going to do all of the steps you've already done and if it's proved fruitless for you I'll just hang tight and hope for a fix sooner rather than later!

As ​@Thejakelet mentions which happens to me, if it is asleep the app times out and you can't connect. A short while later, 5 mins maybe, it the wakes up, display is back on, having not touched it at all. Then go back into the app and you can connect.

I get the feeling during sleep mode it goes into a very deep sleep and is not checking in regularly to wake when you open the app. This means when it does check for activity it wakes up fully because someone was trying to use it. If that deep sleep clashes with a scheduled clean it probably means it misses it completely. This morning my scheduled clean did happen, but an hour later I can't connect again via the app.

​@Jack ​@br25 also when you use the "reconnect" option I've found on Unifi you can "wake" the robot this is instead of the multiple refresh requests through the App!

I thought they'd fixed it yesterday but it was just a redesign of the myDyson app 😂

It's going to be a firmware update I can feel it 

Most likely firmware, yes, but I don't want to have to send off my device ‘to be repaired ‘ if the fix is going to be an over the air firmware update. There will be nothing for them to physically fix.

Reported this exact issue to Dyson a week ago

They said at support that a support Engineer would call within 48 hours

I I did not receive a call

Very poor customer service

I called again a week later and now they are picking up the robot on Monday for repair

This is a complete waste of time as the issue is definitely firmware or software related

Robot just does not wake up when u try to connect to the app

Also the daily schedule is ignored

Manual clean works fine

It seems to be a growing issue, hopefully if you reach out to the moderators they'll be able to take your serial number and follow this up.

Hopefully it'll get abit more attention and a fix rolled out as a priority, as this is a showstopping bug in the grand scheme of things, What's the point of having application based control if the application doesn't even connect 10 times out of 11

​@Aastha ​@Jack ​@Charu any updates from the software team about this issue

Thanks for the prompt reply 

i really just want to save Dyson being exposed to the cost of recalling my robot when this is clearly a bug

sorry for stupid question but how do I reach out to the moderators 😩

How fast do Dyson push out bug fixes?

My robot is being picked up on Monday which I believe to be a waste of time and money 

I am willing to hold off returning the robot for a couple of weeks

I have the same issue also since the last firmware update.

The robot goes into a deep sleep and does not wake up even though the app sends me a 10 minute warning that a scheduled clean is due to commence. The only way that I am able to get the scheduled clean to start is by using the 10 minute warning to temind me to go and physically wake the robot up by pulling it away from the dock and then re-docking it. This pretty much defeats the object of having a robot because the attraction is both the automated cleaning and the ability to schedule the cleans for when I'm out.

I use the schedule to kick a clean off at 5.45am and use this as my alarm/wakeup call. Until last week it was working like a dream, since the firmware update it's almost guaranteed that the robot will sleep through the alarm.

Same connection lost issue also when it's in its deep sleep. I haven't had any luck reawakening thru the app when I get this message- I just have to go and disengage/re-engage from the dock to wake it up and get it to kick off the planned clean manually.

I tried to contact customer service but I have been booked in for a virtual service call which is days away. Really frustrating and very disappointing. 

One would hope if the issue gains traction they should be pretty quick on getting this fixed, but we're at the mercy of the software engineers

I'm in Australia and as mentioned I am scheduled for a virtual customer service call to investigate this issue later this week.

I just noticed a message on the robot screen as I walked past it in my hallway. The message asked if I wanted to cancel an energy saving routine. I didn't have my phone so couldn't grab a photo. I pressed the screen to cancel because deep sleep seems to be the root of this problem.

When I got back to my phone I noticed a notification saying that the robot had been updated (no firmwareupdate advice beforehand).

I'm not sure if the update addresses this particular issue (don't see any release notes) but it's due to run a scheduled clean in a couple of hours. If it does kick in I'll report back on results. 

Hi from Wales in the UK

Thank you for the update I will keep a close eye on robot to see if something similar happens

best regards

steve

Just checked the robot and it indeed has received an update

just waiting now for it to go to sleep and then see if it wakes up when I open the app and if the scheduled cleaning starts

Fingers crossed

I've got an update completed message this morning too!

That was fast!

Looking promising

App now back working with robot

Scheduled cleaning starting in 2 hours

will update the group later