Welcome to our comprehensive FAQ section for the X50 Ultra. This guide is designed to answer all your common questions and concerns regarding this innovative cleaning device. Whether you are a new user or considering purchasing the X50 Ultra, we hope to provide you with all the necessary information to make the most of this product.
About Mechanical foot obstacle crossing
1. Q: The sound of crossing obstacles and hitting the ground is loud, and I am worried about damaging the floor
A: We have applied shock absorption treatment to the universal wheel spring to reduce the noise of hitting the ground; Obstacle crossing actions can effectively reduce the sound of hitting the ground; The current obstacle crossing noise is consistent with the obstacle crossing sound of a conventional robot vacuum.
The universal wheel spring shock absorption design will slow down the impact force of hitting the ground, effectively protecting the floor.
2. Q: When lifting the mechanical foot over obstacles and retracting the mechanical foot after crossing obstacles, there is a noticeable sound of mechanical movement
A: Our machine uses a mechanical foot for obstacle climbing, which is a highly advanced design. It is normal for the mechanical foot to produce noticeable mechanical sounds when it lifts and retracts during obstacle traversal. This sound occurs because, during the movement of the mechanical foot, there is relative displacement between the various joints and components, which creates some friction and impact, resulting in noise. However, you can rest assured that these components have undergone rigorous testing and quality inspection, and this sound will not affect the normal operation or lifespan of the machine.
3. Q: Before crossing the obstacle, there will be a certain distance from the threshold. Will this cause the area to be missed?
A: After cleaning everything in front of the threshold, obstacle crossing will be carried out without causing any missed scanning.
4. Q: Will obstacle crossing scratch the chassis?
A: Dear customer, normal obstacle-crossing operations will not scratch the chassis. Our vacuum cleaner is designed with obstacle-crossing functionality while considering the protection of the chassis. The chassis is made of wear-resistant materials, and during the obstacle crossing process, the movement method of the machine and the design of the components ensure that contact between the chassis and the obstacle does not cause scratches on the chassis. However, if the machine encounters very sharp or irregular large hard objects during obstacle crossing, it may cause some damage to the chassis; but this situation is quite rare and is not common in a normal home environment.
5. Q: The mechanical foot is unable to overcome obstacles or gets stuck after being supported.
A: We sincerely apologize for the inconvenience this may have caused you. The mechanical foot may be unable to support itself or may get stuck after being raised for the following reasons: during obstacle crossing, if the height or shape of a threshold exceeds the design specifications of the mechanical foot, it can easily become lodged. In terms of software, program conflicts or data errors during operation can also lead to software malfunctions, causing the mechanical foot to get stuck.
To prevent such situations, you can regularly check the mechanical components of the vacuum cleaner for foreign objects or damage and keep the software updated. If your machine gets stuck while attempting to cross an obstacle, you can refer to the following operations:
*If the mechanical foot gets stuck on a threshold and cannot retract, you will need to manually assist in moving the machine to level ground. Once the machine is back on level ground, it will automatically reset itself.
*If a software issue occurs and causes the machine to get stuck after being raised, you should press and hold the power button to restart the machine (if one restart doesn’t work, try again).
We at Dreame will continue to optimize our structure and software functionality to provide you with a better user experience.
6. Q: Wrong obstacle crossing: Wrong obstacle crossing on flat ground (which will occur when there are dynamic obstacles moving), wrong obstacle crossing on sunken ground, wrong obstacle crossing on shoes. If there are obstacles that meet the threshold height, it will trigger obstacle crossing.
A: Due to interference factors such as moving obstacles, there may be a probability of misidentification threshold.
Confirm whether the threshold setting in the app is accurate (whether the threshold is added correctly and whether there is any misoperation).
7. Q: Before crossing the obstacle, it will hit the threshold.
A: The machine may bump against the threshold before attempting to cross it because it needs to detect and assess parameters such as the height and width of the threshold as it approaches. During this process, factors like the machine's speed and the response time of the sensors might lead to a slight collision before the crossing action begins.
You can check if the vacuum's sensors are clean, as dust or debris on the sensors may affect their ability to accurately assess the threshold parameters, thereby impacting the accuracy of the crossing action. Additionally, you can adjust the vacuum's crossing speed in the app; reducing the speed can give the sensors more reaction time and decrease the likelihood of a collision. If the problem persists, please contact our after-sales staff, and we will further inspect the machine for any faults.
8. Q: The user's steps may only be plus or minus 10mm, but the mechanical foot obstacle crossing is still activated.
A: There is a slight error in recognition, and in order to improve the efficiency of threshold passing, we have relaxed the standards to ensure the success rate of obstacle crossing.
9. Q: The height of the steps on one side of the user meets the mechanical foot obstacle crossing condition, while the other side does not meet the mechanical foot obstacle crossing condition (4mm) but still uses the mechanical foot obstacle crossing method.
A: In order to ensure the success rate of obstacle crossing, the robot will record the threshold height data on the higher side to select the obstacle crossing method.
10. Q: After repeatedly trying to cross the low threshold but unable to do so, the mechanical foot was activated to overcome the obstacle.
A: In order to improve the efficiency of obstacle crossing, we will prioritize attempting to directly cross obstacles for identified low thresholds.
After multiple attempts to pass through low obstacles, the system will switch to mechanical foot obstacle crossing, and the subsequent threshold will be based on mechanical foot obstacle crossing. Repeating obstacle crossing actions multiple times will only occur on the first attempt.
11. Q: Black threshold misidentification: ①High threshold (>6cm), misidentified as passing through ②Low threshold (<4.2cm), misidentified as not passable
A: The issue you've reported regarding the robot vacuum misidentifying the black threshold is related to the depth of color affecting the vacuum's recognition system. Dark colors, such as black, can interfere with the vacuum's light sensors or image recognition module, leading to misjudgments regarding the threshold height. For example, a darker color may cause the sensors to misjudge distance or height, which is why you are experiencing situations where a high threshold (greater than 6cm) is misidentified as passable, and a low threshold (less than 4.2cm) is misidentified as impassable.
To address this issue, you can manually adjust the threshold area using the vacuum's map editing feature. You can open the corresponding app for the vacuum and find the map editing entry on the main interface (usually located in the settings or functions menu). Once you enter the map editing page, locate the corresponding threshold area marker and follow the prompts to adjust the height and other settings. You can refer to the detailed step-by-step instructions provided in the help center on our official website or within the app. If you have any questions during the process, please feel free to contact us, and we will respond to you as soon as possible.
About Driving Wheel
Q: During rapid mapping, there is abnormal noise when the driving wheel motor travels.
A: Regarding the unusual noise from the hub motor while walking, we need to investigate the cause further. You can start by checking if there are any foreign objects or significant wear on the tire surface, as these could cause noise during operation. However, it’s also possible that other factors may be contributing, such as loose connection components in the hub motor.
Currently, we suspect that the sound may be due to the friction between the tire and the ground, but this is just one possibility. If the noise occurs only occasionally and is very faint, it may not affect the normal driving function of the cleaning robot, and you can continue to use it while observing. If the noise is more frequent or louder, you might want to try cleaning the tires to see if the noise persists. If the problem continues, please contact our after-sales staff promptly, and we will conduct a more detailed inspection and repair for you. We are always here to help you resolve this issue.
About LDS Lifting
1. Q: The Robot is trapped.
A: When cleaning low areas of the robot (including sofas, beds, etc.), do not sit on furniture, otherwise the bottom of the furniture will collapse, which can easily trap the robot.
2. Q: Low rise areas and curtain areas cannot be added simultaneously.
A: Low rise areas and curtain areas cannot be added simultaneously. The strategies for low rise areas and curtain areas are different, and adding them to the same area at the same time will affect normal operation.
3. Q: What height can LDS reach after descending?
A: 98-120mm.
4. Q: LDS cannot be raised or lowered.
A: Please check whether the LDS can be adjusted (lowered or raised) after setting the following two points in the APP:
Settings >> Auto-lifting LDS
Settings >> More functions >> Remote Control >> Raise LDS"
About Double Roll Anti Winding Roller Brush
1. Q: How to install anti winding double roller brush?
A: There are installation tips on the roller brush cover. There is a 'click' sound when installed properly, and improper installation may cause the roller brush to not rotate.
2. Q: The roller brush is stuck by foreign objects.
A: The main brush of the robot adopts a conical guide structure design, which rotates simultaneously and draws dust and debris from the ground into the interior. However, if there are large or hard foreign objects on the ground, such as large pieces of garbage, wires, etc., they may get stuck by the roller brush. It is recommended to regularly check and clean the roller brush of the robot. If there is a lot of hair on the ground, it is recommended to regularly clean the roller brush. The cap at the end of the roller brush can be pulled out to clean the tangled hair. It is recommended to regularly check for foreign objects to avoid affecting normal use.
3. Q: Anti entanglement dual roller brush wraps hair.
A: If there is a small amount of tangled hair, clean the dust box or replace the dust box filter in a timely manner. Please follow the maintenance instructions for timely maintenance.
4. Q: Rolling brush cuts and damages
A: The main brush of the robot adopts a conical guide structure design, which rotates simultaneously and draws dust and debris from the ground into the interior. If there are metal parts or hard foreign objects on the ground, they may be caught by the roller brush and cause rubber scratches. It is recommended to regularly check and clean the roller brush of the robot.
About Dust collection
1. Q: Hair gets stuck in the dust collection port, and the dust collection pipeline is blocked.
A: The robot adopts a dual air duct internal circulation dust collection method, with one blowing and one suction to achieve the dust collection effect. If there is a lot of dust and it is a mixture, it is easy for the dust collection port or dust collection tube to be electrostatically adsorbed, resulting in a very small part remaining in the air duct, but it does not affect the normal use of the function. It is recommended to regularly clean the dust collection port according to the usage situation.
2. Q: Residual garbage in the dustbin
A: It is recommended to regularly clean the dust box. The dust box and filter can be washed with water, but they need to be dried for more than 24 hours. You can manually clean them regularly.
About Cleaning Plate Self Cleaning 3.0
1. Q: Replacement cycle and suggestions for scale inhibitors.
The replacement cycle for scale inhibitors is 18-36 months depending on individual usage
2. Q: It is difficult to install the cleaning disk filter
A: When removing the cleaning disc filter, pull it out diagonally upwards with force. When installing the cleaning disc filter, press down firmly and hear a 'click' sound to confirm that it is installed in place.
3. Q: The filter is dirty and difficult to clean
A: Regularly check and maintain the filter of the cleaning tray. There may be dust and dirt at the bottom of the cleaning tray filter. You can trigger "base station self-cleaning" in the app and use the included brush to clean the bottom.
About Mopping
1. Q: Soy sauce stains cannot be wiped clean, adjust the water volume.
A: There are several situations where the mop cannot be cleaned thoroughly:
*In the initial use, the floor of the home environment is still relatively dirty. It is recommended to use the small square meter backwash mop setting or turn on the automatic backwash switch in the early stage. After using it several times, choose the large square meter backwash mop setting to keep the floor clean;
*When the home floor is relatively dirty, you can start the instant mop washing in the APP at any time during work to clean the mop in a timely manner and enhance the cleaning effect of themop.
*If dragging onto dirty garbage or using a mop for 2-4 weeks, it is recommended to remove the manual cleaning mop.
*It is recommended to use specialized cleaning agents from Dreame to effectively improve the cleaning effect of the mop.
2. Q: What should I do if robot can't mop the floor clean? What should I do if the amount of water used to mop the floor is small?
A: The robot supports intelligent management mode and custom cleaning, which can match the cleaning needs of various scenarios:
*In the initial use, the floor of the household environment is still relatively dirty, and the robot can clean areas that are inconvenient for manual cleaning in daily life. Therefore, there is a lot of floating dust when cleaning for the first time. It is recommended to change the setting of using a small square meter backwashing mop for the backwashing area in the ""Custom Cleaning Mode - Self Cleaning Settings"", and then choose the setting of using a large square meter backwashing mop after using it several times to keep the floor clean;
*The ultimate mode of intelligent hosting mode can be used, with denser arches throughout the house, slower cleaning speed, and cleaner cleaning. The dust will definitely decrease in the future, and the floor will also become cleaner.
*You can also customize the cleaning settings to scan first and then drag mode, adjust suction and cleaning frequency settings, etc., to clean more cleanly.
3. Q: The mop falls off and does not lift.
A: It is a normal phenomenon that the mop tray cannot be installed when the robot is turned off. After you turn on the robot, the shaft sleeve of the mop tray will automatically extend, and you can install the mop tray again
Ensure that the mop is properly attached to the mop tray before working. If the mop cannot be properly attached or is uneven after multiple uses, it is necessary to replace it with a new mop in a timely manner
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When the robot climbs over carpets, thresholds, or small steps, the mop tray may get stuck and fall off. It is recommended that you set up a designated area for mopping to prevent the robot from entering with a mop. And before cleaning, try to tidy up the ground power lines as much as possible to prevent entanglement that may cause the cloth tray to fall off
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In the "Cleaning Settings" section of the APP, select the "Scan and Drag" mode. Some models support automatic disassembly and installation of the mop. If there are any abnormalities, try restart the robot it again.
About Automatic Addition Of Cleansing Fluid
Q: Using Cleansing Fluid from other brands may result in functional failure
A: To ensure the normal operation and good performance of the equipment, it is not recommended to use Cleansing Fluid from other brands. Because non compatible Cleansing Fluid may cause the automatic Cleansing Fluid to malfunction and even pose a risk of clogging water pipes, thereby affecting the user experience.
About AI Misidentifies Obstacles
Q: AI recognition is inaccurate
A: AI misidentification can be divided into the following two situations:
*The obstacles displayed on the map do not match the actual number:
In order to ensure the cleanliness and clarity of the APP map, the system defaults to setting obstacles of the same type that are too close together. Although they are all recognized, only one icon is displayed on the map. Please do not worry, the robot will avoid all obstacles.
*The obstacles displayed on the map are different from the actual types:
①Different light intensities may affect the accuracy of obstacle recognition;
Please ensure sufficient lighting during the AI recognition process, and the robot will update the obstacle type in real-time the next time it passes by;
If the area with strong reflection is mistakenly identified as an obstacle, you can click ""ignore obstacle"" a few more times, and the robot AI will optimize it after learning.
②There are various forms of obstacles in the home environment, which may cause AI recognition errors, but robot will become smarter through continuous learning and optimization. It is recommended to regularly check and update firmware versions.
*Misidentification of obstacles, such as ground thresholds and office pressure strips, is also related to lighting.
Other Questions
1. Q: Slow charging in summer
A: If the robot charges slowly or abnormally, and the environmental temperature/battery operating temperature have a certain impact, you can try following the steps below:
*Robot need to be used in environments above 0 ° C and below 40 ° C. When the weather is hot or cold, if placed in areas with direct sunlight such as balconies or sunrooms, the placement of the base station should be changed in a timely manner to avoid affecting charging;
*If the robot is in the plumbing version and cannot change the base station location, it can be turned off and left in a cool area for two hours before being charged again (in hot summer weather, the room air conditioning can be turned on to cool down for a while);
*If the robot experiences slow charging or a decrease in battery level after a period of use, please wipe the surface of the charging electrode to avoid oxidation;
*Special attention: Turn off the valley charging mode to ensure that the robot can charge normally during non valley hours.
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PS: To ensure smooth charging, please do not place it outdoors or in extremely hot, cold, or humid areas.
2. Q: It sounds a bit loud (high-frequency sound from the fan)
A: The robot adopts an integrated base station self-cleaning system with strong cleaning force. The mop motor also rotates at high speed during the spin drying process, producing a normal operating sound. In addition, if there are foreign objects wrapped around the mop tray, it needs to be cleaned in a timely manner.
3. Q: Robot overheating
A: The robot uses a high computing power chip, which generates slight heat but does not pose any safety issues.
4. Q: Universal wheel falls off
A: Please check if the threshold or foreign object is blocking the universal wheel of the robot. You can reinstall the universal wheel and observe the subsequent situation.
5. Q: Short (poor) battery life
A: According to custom cleaning parameters, such as suction size, bow spacing density, and host battery life, there may be slight differences. For example, the cleaning area may be relatively reduced during deep cleaning.
It is recommended to adjust the cleaning parameter configuration according to the actual situation of the home environment. For daily cleaner home environments, quick cleaning can be used.
6. Q: How to set the threshold
A: Please refer to the below image:
7. Q: How to set when the corner cleaning effect is not good
A: Please refer to the below image:
8. Q: The base station has a loud sound of dust collection
A: Dust Collection Noise: The base station features a dual-port dust collection design, combining blowing and suction. With a large-diameter dual air duct, it can quickly collect dust in 10 seconds, providing greater suction power. You can also adjust the dust collection frequency in the app and set it to comfort mode.
9. Q: The sound of washing the cloth is loud
A: Loud Noise from Washing Cloths: When our wastewater is being suctioned, air enters the wastewater pipe, compressing the water and causing friction, which results in a gurgling sound—similar to the sound you make when you use a straw to drink the last sip of milk tea. If the floor isn't very dirty, you can reduce the frequency of rewashing and place the machine in a room that isn’t frequently accessed.
10. Q: The cover of the robot is scratched
A: *Ensure that the radar automatic lift and drop function is turned on.
*If you have selected "Safe Coverage", the main unit will lower the radar to a distance from the ground of 98mm-135mm to enter under furniture. Please check if the height of the bottom of your furniture meets this requirement.
*If the height of the bottom of your furniture is between 89mm and 98mm, you can choose "Extreme Coverage" to allow the main unit to enter low areas for cleaning. However, there may be protrusions or unevenness under the furniture, and this mode may cause scratches on the top of the machine. Please ensure that the bottom of the furniture is flat before enabling this function. (The maximum height when the LDS is lowered is 89.5mm, and the machine height is 88mm; when the LDS is raised, the maximum height is 112mm.)
11. Q: Robot charging abnormal
A: Guide the user to check if the firmware is the latest version. Instruct the user to verify that the base station is properly powered on and ensure that the charging contact points between the vacuum cleaner and the base station are clean. Use a clean cloth to gently wipe the charging contacts to avoid dust or dirt affecting the charging. Restart the robot, and if the issue persists, contact customer service for repair.
13. Q: Robot LDS sensor malfunction
A: Guide the user to check if the firmware is the latest version and to inspect whether there is anything obstructing the LDS sensor or if it is deformed. Please clean the radar and the cover of the robot. Try restarting the robot; if the issue persists, contact customer service for repair.
14. Q: Robot has poor obstacle crossing performance
A: Our robot has slight errors when recognizing steps. To improve the efficiency of crossing thresholds in your home, we have relaxed the standards, primarily to ensure that the robot can successfully cross your home's steps in one attempt.
15. Q: Thin and light floor mats cannot be easily identified and may roll up (due to rolled carpet edges)
A: This type of floor mat cannot be well attached to the ground. If the floor in the home is made of tile material, it will be slippery. If the robot has a high suction force, this lightweight floor mat may be rolled up. It is recommended to manually set a carpet area (map management carpet editing add carpet), or clean the restricted area (map management restricted area/virtual wall sweep restricted area). The floor mat can also be fixed to prevent it from getting caught in the robot and affecting operation.
We hope this FAQ has been helpful in answering your questions about the X50 Ultra. If you still have any remaining queries or need further assistance, please do not hesitate to contact our customer service team. They are always ready to help you get the best experience with our product.
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