Troubleshooting Guide

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Table Of Contents

Robot Connectivity Troubleshooting Guide

1 Incorrect Wi-Fi password

1.1 Possible causes

• You may have entered the incorrect password for the 2.4GHz network.

• Some routers are capable of operating at other frequencies. Sometimes networks on

other frequencies will have the same SSID and password, and sometimes the passwords

may be different.

1.2 Possible resolutions

Make sure you are using the correct password for your 2.4GHz network. Verify that the

password was entered properly, with no typos.

2 Dual-band routers

Modern routers typically use two frequency bands, 2.4GHz and 5GHz. Shark® robots can only

connect to 2.4GHz networks. They do NOT work with 5GHz networks.

How to find out if your router is dual-band:

Look up the model on the manufacturer’s website.

Check the SSID name. If 2 networks are being broadcast from the router, it is most likely a dual-

band router.

Be sure to select a 2.4GHz network for all Shark® robots.

If there are duplicate SSIDs, confirm that the MAC address associated with the SSID

corresponds to the Wi-Fi Access Point. The instructions for finding the MAC address will be in

the Administration section of the Wi-Fi Access Point user manual.

An issue known as band steering occurs when both the 2.4GHz and 5GHz networks have the

same SSID. This can cause connectivity issues when setting up connected devices. We

recommended giving the networks separate names to prevent band steering problems.

3 My robot repeatedly drops its Wi-Fi connection

If your robot frequently loses its W-Fi connection, it may mean that the Wi-Fi signal is not

strong enough in the area where the robot drops its connection.

Summary of content (5 pages)

PAGE 1
Robot Connectivity Troubleshooting Guide 1 Incorrect Wi-Fi password 1.1 Possible causes • You may have entered the incorrect password for the 2.4GHz network. • Some routers are capable of operating at other frequencies. Sometimes networks on other frequencies will have the same SSID and password, and sometimes the passwords may be different. 1.2 Possible resolutions Make sure you are using the correct password for your 2.4GHz network. Verify that the password was entered properly, with no typos.
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3.1 Router placement Router placement makes a big impact on robot connectivity. Try placing the router centrally, so coverage is uniform throughout the house. 3.2 Areas of bad coverage, or dead zones Even with centrally placed routers, there could be some dead zones around large metal objects, like refrigerators or stoves. You can often identify those by using your smart phone to search for available networks in areas where the robot disconnects.
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4. Reset the router. This step often helps to reset all connections and allows for all devices to rejoin. NOTE: Factory reset instructions are available in the device manufacturer user manual. 6 How do I connect to a hidden network? Shark® robots support 2.4 GHz networks. To connect your robot to a hidden network, you will need to type the name (SSID) of the hidden network instead of choosing it from the list displayed in the SharkClean® mobile app during the onboarding process.
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9 Pre-check the installation location and signal quality A weak Wi-Fi signal can be a problem. Pre-check the Wi-Fi signal level and quality at the location you plan to install the robot and dock to help reduce wireless connectivity issues: 1. Turn on the smart phone or tablet Wi-Fi that is connected to the correct SSID, and place it where the dock will be installed. 2. Check that the Wi-Fi signal and the data rate are acceptable for browsing.
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o Make sure the power switch on the back of the DOCK is in the ON position. o Press the power button on the side of the robot to the OFF position for 10 seconds, then press it again to turn power back ON. • Reboot your router. o Unplug the router power cable for 30 seconds, then plug it back in. Allow several minutes for your router to reboot completely.