Product Support - EZVIZ Support

FAQ
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What should I do if overlapped map appeared?
Please delete the current map and try to build a new one by press On-off button.
What should I do if I encounter a "wheel abnormal" prompt on the RE4, RE5, RE4 Plus, or RE5 Plus?
If you encounter a "wheel abnormal" prompt, please follow these steps:
1. Manually Rotate the Wheels: Check both wheels on the robot by manually rotating them. Look for any significant resistance or drag. If you notice high resistance in one or both wheels, inspect the wheel area for any debris or foreign objects that may be causing the issue.
2. Restart the Device: If there are no visible obstructions or if only one side has high resistance, try restarting the robot. After restarting, place the robot on a flat, even surface and initiate a cleaning cycle.
After completing these checks, see if the wheel issue is resolved. If you continue to experience problems, please contact our support team at cleaning.eu@ezviz.com for further assistance.
What should I do if the RE4, RE5, RE4 Plus and RE5 Plus cannot be charged?
Regarding this issue, please try the following troubleshooting steps:
- Ensure that the power source is functioning properly.
- Examine the charging contacts on both the robot and the charging dock. Make sure they are clean and free from dust or dirt. If you notice any debris, use a damp cloth or wet wipes to clean the contacts before attempting to charge again.
- Please turn off the Charging in off-peak time feature on the EZVIZ APP by going to the Device Settings page>More>Charging in off-peak time.
After performing these checks, see if the charging issue is resolved. If you continue to experience problems, please reach out to our support team at cleaning.eu@ezviz.com for further assistance.
What shall I do when the RE4 Plus or RE5 Plus device cannot return to the base station?
Please make sure the network environment is stable. If you encounter such issue, try switching to a better/different network or disconnecting and reconnecting the device to get it solved. Please also make sure that the base station is properly installed on a hard-level surface with no obstacles in the surroundings.
Where do I usually put the base station for the RE4 Plus and RE5 Plus?
Please install the Base in a location that the Robot can easily access. It is recommended to place the Auto-empty Base against a wall, and on a hard-level surface rather than on rugs or carpets. It is also recommended to give free space to the base station with at least 1.5m on the front and 0.5m on the left/right side.

FAQ