This article aims to collect the top 10 most common issues found on North American forums and provide solutions. This article covers hardware and software issues, as well as accessory inquiries. We hope to provide you with sufficient information to help you find answers when you encounter the following situations.
TOP 1: Unable to connect to the network
Q: I'm experiencing a network configuration failure with my device. What should I do?
A:
Make sure the app is updated to the latest version
Note: For iOS 14.1 and above, please go to Settings > DreameHOME > Local Network Permissions and enable it, then click Location again and confirm “Precise Location”
Temporarily turn off your phone's 4G/5G mobile data service, make sure your phone is connected to your home Wi-Fi network, and open other apps or browsers on your phone to check whether you can access the internet normally.
Check the router settings
- It is recommended to set the Wi-Fi name and password using English letters or numbers, avoiding special characters and Chinese characters
- If you are using a dual-band router at home, please note the following two points:
a. If the router is set to “Dual-Band Priority” or “Dual-Band Unified” (single-band Wi-Fi signal), you can directly configure the network
b. If the router is set to dual-band transmission, temporarily ignore the 5G band Wi-Fi signal in the phone's wireless network list
- During the connection process and after configuring the network, the router settings cannot hide the Wi-Fi signal.
After completing the above checks, please try restarting the robot and router to reconnect to the network. If that doesn't work, please reset the robot and try again.
If the above methods are ineffective, you can try using a hotspot for network configuration
- Prepare two phones: one phone should have the latest version of the app correctly downloaded and location permissions enabled, while the other phone should enable mobile data to create a hotspot. Use this hotspot as the Wi-Fi network for configuration. Follow the app's prompts to complete the configuration step by step.
- If the hotspot connection is successful, open the app, go to the device homepage, find the settings and accessibility options in the top-right corner, select Wi-Fi management, and use the “+” button to manually add the wireless network
If the above troubleshooting is ineffective, please contact support.na@dreame.tech to provide the abnormal video and upload the APP log for troubleshooting.
TOP 2: Side Brush Doesn't Extend
Q: My machine's side brush won't extend. What should I do?
A: The device will swing outward along corners (corners, table, and chair legs). You can turn off the collision avoidance mode in the app and turn on Mop Extension for Gap to solve this problem. (If the machine has an AI function, please turn on the AI-driven SideReach and Intensive Cleaning for Furniture Legs in the app.) If it still doesn't work, please contact support.na@dreame.tech for further support.
TOP 3: Unable to Charge
Q: My device won't charge. What should I do?
A:
First, confirm that the base station is properly powered. Check that the on-off switch on the back of the base station is turned on and that the indicator light on the base station is on.
Next, check the adapter plug to see if it is loose or damaged. Re-insert the adapter. If the adapter is damaged, we recommend replacing it with a spare adapter and trying to charge the robot.
Clean the charging contacts on the charging base to ensure it retracts properly. Also, clean the charging contacts on the robot. Place the robot properly in the base station to charge for 2 to 3 hours and monitor the battery level in the app to see if it is charging properly.
Check if the robot is placed backwards. If it is, try to properly place the robot in the base station to charge.
If the problem persists after the above troubleshooting, please contact support.na@dreame.tech to explain the problem and request repair.
TOP 4: Mop Cloth Falling Off
Q: My mop cloth is falling off. How can I restore it to normal operation?
A:
Installation of Mop Pad Holders:
- Please confirm whether the mop pad holders are installed when the robot is turned on.
- It is recommended to install the mop pad holders after turning on the robot. Installing them while the robot is off may prevent the mop pad holders from being magnetically attached.
Avoiding Obstacles:
- Be cautious when the robot navigates over carpets, thresholds, or small steps. The mop pad holders may get stuck, causing them to fall off.
- To prevent such issues, it is advisable to set up a mopping restricted area to keep the robot from entering these zones with mop pad holders attached.
- Additionally, please tidy up any power cords on the floor before starting the cleaning process, as entanglement could cause the mop pad holders to fall off.
Checking Magnetic Attraction:
- Use a small metal object (like a paperclip or screw) to touch the magnetic area on the mop pad holder and the magnetic area on the bottom of the robot where it connects to the mop pad holder:
- If it is attracted, the magnetic force is normal. If it is not attracted or feels noticeably weaker, there may be an issue with the magnet in the mop pad holder.
Restart the Robot:
- Restart the robot and try the installation again. If the problem persists, please feel free to contact us again with the test result. Thank you for your understanding.
For more information, please refer to: Troubleshooting Mop Pad Falls from Your Robot Vacuum.
If you have any further questions or need additional assistance, please feel free to contact us（support.na@dreame.tech）.
Thank you for your cooperation.
TOP 5: AI Misidentification
Q: The AI is misidentifying. How should I adjust it?
A: Regarding AI misidentification, we can categorize it into the following two scenarios and address them accordingly:
The number of obstacles displayed on the map is inconsistent with the actual number:
- To maintain a clean and clear map on the app, the system default setting displays only one icon on the map for obstacles of the same type that are too close, even though they are all detected. Rest assured, the device will avoid all obstacles and will not be affected by this setting.
The type of obstacle displayed on the map is inconsistent with the actual number of obstacles:
**Light Intensity Impact**: Different lighting conditions may affect the accuracy of obstacle recognition. Please ensure that the ambient light is adequate during AI recognition; the device will update the obstacle type in real time the next time it passes an obstacle.
**Diverse Home Environments**: Obstacles in home environments vary in shape, which may cause AI recognition errors. It should be noted that our devices continuously learn and optimize to improve their recognition capabilities, becoming more intelligent. We recommend that you regularly check and update the firmware version to obtain the latest features and performance improvements.
If the above troubleshooting is ineffective, please contact support.na@dreame.tech, collect abnormal videos, and share your device with our technical staff for further investigation.
TOP 6: Machine Map Lost
Q: My robot's map is lost. What should I do?
A: If your robot encounters map loss or overlap during operation, please note the following:
If your robot encounters map loss or overlap during operation, please note the following:
**Repositioning after Moving**:
- If the robot is moved while in operation, repositioning may fail, triggering a remap. In this case, the previous map will be lost, affecting the cleaning strategy.
**Slipping or Getting Stuck**:
- If the robot slips or gets stuck while cleaning, it may cause map overlap, affecting the robot's positioning accuracy. To prevent this, set exclusion zones in areas prone to getting stuck to prevent the robot from cleaning in these areas.
**Rebuilding or Restoring the Map**:
- If the map overlaps or is lost, you can try rebuilding or restoring a previously saved map.
If the above troubleshooting fails, please contact support.na@dreame.tech to share your device with our technicians, reproduce the issue, and upload the robot's logs for troubleshooting.
TOP 7: Accessories Purchase Inquiry
Q: Where can I purchase accessories for this product?
A: Regarding accessories, if you'd like to purchase accessories for your model, you can do so on our official website: https://www.dreametech.com/?srsl ... fsVya4D4DJ3KiaiojJc
Click More Products → Accessories → Enter the model you'd like to purchase accessories for.
Alternatively, you can contact support.na@dreame.tech to inquire about the availability of accessories for your model. If so, you can purchase them.
TOP 8: The machine's voice volume is too loud at night.
Q: The machine's voice volume is too loud at night. How can I adjust it?
A: Open the Dreame app → Click Go to the device → Click the three dots in the upper right corner → Click Language&Volume Settings → Adjust the volume on your device.
TOP 9: App Devices Can't Display Multiple Devices
Q: I can't find my other devices in the app. Where are they?
A:
Open the Dreame app → Click Go to the device→ Swipe right (your device will appear).
TOP 10: Poor Edge Cleaning Performance
Q: I'm experiencing poor edge cleaning performance. What should I do?
A:
- Wipe the edge sensor on the right side of the robot with a soft, dry cloth.
- Ensure the edge sensor is not blocked by any obstacles or objects.
- Check that the robot can properly clean the edges.
- If the problem persists, please feel free to contact support.na@dreame.tech again. Thank you for your understanding.
We hope this information is helpful to you. If you have any other after-sales questions, please feel free to ask or contact support.na@dreame.tech for further support.
Last edited by Dreame AfterSales+ on 2025-8-15 10:43
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SA585508
1 Floor
US
274 
