App stuck at loading data

Hello,


I've been using the mop fine until today.  I turned it on and went to the shortcut screen and map screen and it is stuck at "Loading Data" on the top of the screen and I cannot do anything.
The only thing the robot vacuum will do is start and go home from the main screen.
Steps I've tried to remedy the issue:
1. Completely shutdown and force closed the mobile app.
2. Cleared mobile app cache and data.
3. Reinstalled the mobile app.
4. Restarted my phone.
5. Turned wireless off and tried over cellular.
6. Removed device completely from the app and connected it by resetting the wifi on the robot vacuum.
So far every time I go to the map screen or the shortcut screen it is stuck on Data Loading.
Can you please advise on this situation and how to remedy it?
Thanks.

Hi,

We apologize for the inconvenience.

Regarding your issue, if you are a user in North America, please contact support.na@dreame.tech for further investigation and assistance.

Please also provide the following information:
1. Kindly provide a video of the problem to help with diagnosis.
2. Upload the app log (path: Me --> Help & Feedback --> Report Logs). Please note the time the log was submitted.
3. Check the robot for any abnormalities, such as lighting conditions or cleaning behavior.