Troubleshooting Steps

1. Battery Problem

The duration of this product varies between modes, from 70 minutes to 120 minutes. However, if the machine is on for less than 30 minutes, it is possible that the customer has misused the machine.

For example:

1. The machine completes the task set by the customer within 30 minutes and returns to the charging station.
2. The machine starts working with a low battery and after 30 minutes of work, the battery is low and must be returned to recharge.

2. Cleanliness Problem

1. Our robots have 3 modes with different suction power: Silent mode (900 Pa), standard mode (1500 Pa), and powerful mode (3000 Pa). Different modes are suited for different floors. If the customer feels that the suction power is not enough, it may be that a lower working mode has been chosen.
2. For best cleaning results, customers should use the care programme to regularly clean the robot's components such as HEPA filters, roller brushes, side brushes, etc.
3. Ultenic's 24/7 customer service team can quickly identify the cause of problems with the sweeper, provide repair and replacement services, and guide customers in the correct use of the sweeper.

3. Machine Failure Problem

1. If the customer has a problem with the machine that cannot be solved, they can directly contact our after-sales email: support@ultenic.com
2. Ultenic will provide a free logistics label for the customer to send the machine to our repair centre in the UK. We can repair or exchange it for the customer. The whole repair process will take approximately one week, after which the customer will be able to use the machine in normal working order.

4. Unable to Recharge Problem

1. The charging base of the machine should be placed against the wall. Do not place the charging base at a corner, as infrared light reflected from the wall can cause the machine to make an error of judgement and fail to charge. It is recommended to place it in an open area with a distance of 1m - 1.5m from the left and right sides, with a clearance of two metres.
2. The path for the machine to return to the charger should not have obstacles. The machine can easily get trapped if there are carpets or clutter at home. Customers need to store wires and other debris on the floor in advance.