Roborock S5 MAX Support Center

Can the robot avoid stairs and ledges?

Yes.
Onboard cliff sensors will detect any drops and prevent the robot from falling.
Can I add cleaner into the water tank when moppings?

We do not recommend adding cleaner into the water tank as bubbles created by the cleaner may block the filter. The you choose to use cleaner, you do so at your own risk.
Will I receive an alert when the dustbin is full?

We are sorry to tell you that our products do not alert when a dustbin is full, only when it has not been emptied for an extended period. We recommend emptying the dustbin regularly.
What voltage range does Roborock work on?

The voltage range it works on is 100V-240V AC.
Will I receive an alert when the water tank is empty?

No.
We recommend adding water into it regularly.
How to create multiple maps for multi-level house?

Here is the brief description for how to use it:
Below we take S7 as example. There may have slight difference due to different models and firmware versions.

For the first map, when robot is creating the first map, there are 4 requirements to meet:
1. Map saved mode is enabled;
2. Robot starts from dock;
3. Robot goes everywhere on map it detects to clean, not just somewhere. Please make sure the doors are open for the rooms you want to be displayed on map.
4. Robot returns to dock(whose position is not moved) by itself and successfully.

For the 2-4 maps, please change building layout to multi-floor (for others: enable multi-floor maps feature) first and click “create new map”, and then "create", you don't need to move the charging dock together with the vacuum to the other floor. You just need to move the vacuum alone to map that floor. The vacuum will come back to the starting point where you let it start the cleaning, and store the new map.

After all maps are successfully created, you don't need to carry the charging dock with the vacuum to the other floor. Just move the vacuum alone, start the vacuum and it will recognize which floor it is, and use the corresponding map.
Note: It applies to S4, S4Max, S5 Max, S6, S6 Pure, S6 MaxV and S7 which support multi-floor maps feature.
What's the meaning of carpet boost mode in robot cleaner's setting?

Carpet boost mode means device will auto increase suction strength to max when it is on carpet to vacuum stuff better. The brush could recognize carpet by feeling its resistance increased, comparing to hardwood or tile. The suction strength will recover to normal on hard floor when resistance decreases.
If the main brush is worn, the carpet mode may not work any more as the robot could not feel resistance change.
Can robot cleaner work without Wi-Fi?

Yes.
The robot cleaner work without Wi-Fi and can carry out full-home cleanups, spot cleanups, and return to their dock with the push of a button. Connecting to Wi-Fi enables advanced features including scheduled cleaning, suction power strength selection, and more.
How to reset Roborock to factory default?

Step 1. Hold the home icon button for 3-5 seconds.
Step 2. Use a pin to press the reset button next to wifi LED just once, and power button, home button and spot cleaning button's light will be out. When you are doing this, please make sure home button is still under your finger's holding without moving.
Step 3. Keep holding home button for 5 seconds after you press reset button until power button blinks again and you hear the tone "Restoring the initial version. It will take about five minutes. Please wait patient", and then you could remove the finger.
Notice:
1. Factory default restore will disconnect RoboVac from wifi. Please re-add it after factory default restore.
2. Factory default restore will also make RoboVac's firmware version come back to original one when it was made in factory. After factory default restore, you could go to RoboVac's setting--general setting--check for updates to upgrade its firmware to latest one.
3. Factory default restore will delete all your setting on device like scheduled cleaning.
4. Factory default restore will delete every single cleaning's log including every cleaning's duration, size and map. But the total duration, total times of cleaning and total size will be still kept there.
How long does S5 MAX take to get fully charged?

360 minutes
How many maps can robot cleaner save?

The model S6, S4 and S5 Max could save 3 maps. But they are not the maps for different floors. Only with multi-floor feature supported and enabled, can you create maps for different floors.
Recently, the latest firmware with multi-floor maps feature supported has been released for S5 Max and S6 in the Roborock app. If you customers need this feature, you can install the Roborock app to have a try. For other models, you can contact our technical support or check the firmware update on the APP to get further information.
How do I connect robot vacuum to Alexa via skill Roborock Plus?

Roboorck Plus is a skill that will allow users to bind their Roboorck ID to the Amazon Alexa. After account linked, users will be able to control the Roborock devices via Alexa.

How do I use Alexa to control Roborock?
Note: Make sure your robot is added and online on Roborock app (not Mi Home) first.

1. Go to “Skills & Games” then search for “Roborock Plus”on Alexa app.

2. Link your Roboock app to Alexa to discover devices in your Roborock account that Alexa can control.

3. If Alexa does not show “discover devices” option, go to setting to discover manually.

4. Go to devices list and check if the robot appears and now you can use your Alexa smart speakers to start and stop cleaning.
How to set schedule room cleaning with multi-floor maps feature on?

1. Go to Settings-Schedule page. You need press the "Clean Position" to select specific map first.
2. You can select room to clean and press "√“ to save it.
Below is the picture for reference.

Note: It applies to S4 Max and S5 Max now.
How do I reset saved cleaning map?

You could reset map like picture below to get a new map on app.

Note: It applies to S4 Max and S5 Max now.
What is the maximum height of a threshold that Roborock can pass over?

The climbing ability of all the products, except S4 is 2cm (0.79inch), including S6 MaxV, S6 Pure, S6, S6 Max, S5, E4, E2/E3, C1, while the S4 is 1.5 cm (0.59inch).
Should I unplug the dock charger when the robot cleaner is fully-charged?

Usually, we suggest customers put device on dock all the time if it is used every week. After battery is fully charged, only mother board of device is charged and customers don't need worry battery is fully charged for a long time and may decrease the lifespan. Besides, the device will turn off auto without any operation after 24 hours if it is not on dock and customers have to manually hold power button to turn on it, which is not convenient if it is often used. Of course, we still suggest customers turn off device if it will not be used for several months.
How do I create/delete no-go zones and invisible walls on app?

You could create invisible walls and no-go zones to stop the vacuum cleaning some areas. See pictures below:
Can multiple people control the robot by using different Mi accounts or Roborock app accounts?

No.
We suggest others use the owner's Mi account / Roborock app account as one Mi/Roborock account could be signed in on multiple phones at the same time.
How should I prepare my home before Roborock vacuum cleans?

When robot is creating the first map.

1. Map saved mode is enabled.You can go to "Vacuum settings" page or "Edit map" page

2. Robot starts from dock.
3. Robot goes everywhere on map it detects to clean, not just somewhere. Pls make sure the doors are open for the rooms you want to be displayed on map.
4. Robot returns to dock(whose position is not moved) by itself and successfully.
How do I set schedule cleaning for Roborock S series?

You could set schedule cleaning on app. See picture below:
Can I make the robot cleaner clean specific rooms?

Yes
Enable map saving mode and simply tap on the room you want cleaned in the app and the robot will clean that room. See picture below.

Roborock S5 Max vs. S7 vs. S6 MaxV Robot Vacuum Comparison
Introducing the Roborock S5 Max

Treat yourself to crisp, just-mopped floors every day with S5 Max. Engineered for a seamless automated mopping, it has a super-sized water tank, precision water control, virtual no-mop zones, and more. Combined with precision laser mapping, advanced navigation, and intense vacuum suction, it makes spotless floors easier than ever. All you need to do is set it and get on with living.
Roborock S5 — Routine Maintenance
Roborock S5 Max - Mops floors, keeps carpets dry

Mop your floors without rolling up or removing your carpets with dedicate virtual no-mop zones that only appear when you mop. Use them with virtual no-go zones and barriers for total control over where your robot reaches. No extra parts required.
Roborock S5 Max - 80% more mopping, ideal for big homes

Bigger homes, need more mopping. Which is why Roborock S5 Max, with its supersized water tank, can mop up to 80% more than the Roborock S6. Set mop schedules, use no mop zones, and more for effortless mopping, then snap off the mop to use it like a vacuum. It's yours to use as you need.
Roborock S5 Max - Obsessed with eradicating dust

Everything has an obsession. Roborock S5 Max is obsessed with hunting down and removing dust. Powerful suction, customizable mopping, and advanced scheduling mean you can come home to freshly cleaned floors every single day.
Roborock S5 Max - Intense suction for a deeper clean

Deep suction means a deeper clean. Roborock S5 Max's intense 2000Pa maximum suction is more than enough to lift debris from floors and out of thin pile carpets. Automatic Carpet Boost spins suction up to max whenever a carpet is detected for a more thorough clean.
Roborock S5 Max - Keep floors dry with a tap

Mop your floors, not your carpets with Roborock S5 Max and its virtual no-mop zones that only activate when mopping. Combined with virtual no-go zones and barriers, you have full control of where your robot goes. No add-ons required.

Why does robot cleanner refuse to clean the shag carpet?

The cliff sensors used on robot cleaner make the device may not be able to clean shag carpets because the long hairs may trigger the cliff sensors in the same way as a drop. At present, it is not possible to disable cliff sensors as they are essential in most homes.
What should I do when error 5 occurs?

Roborock Error 5: Make sure that there is nothing tangling up the main brush, including inside the two brush installation slots and at either end of the brush, then run the robot with Carpet mode enabled and see if the problem has been resolved. If you continue to experience this error, contact us.
What should I do when the robot cleanner makes noise?

Try each of the following steps until the noise stops. After each step, run the robot briefly to see if the noise continues. If not re-install the part and move on to the next step until the noise stops. If the noise stops, clean the part thoroughly then reinstall it and try again.
- Remove the main brush and brush cover
- Unscrew and remove the side brush
- Uninstall the front wheel (keeping the front of the robot supported)

If the noise ceases when the front wheel is removed, after cleaning, pour no more than two drops of olive oil down the wheel shaft and rotate it to spread the oil before reinstallation.
If none of the above have stopped the noise, turn the driving wheels manually. If they are, the source of the noise, contact us for further support.
What should I do when the robot cleaner misses some areas in my home?

First, make sure there are no obstacles preventing access to the missed areas.
Second, most missed areas and abnormal cleaning paths are caused by dirt on the wall sensor on the right of the robot. Use a damp cloth to wipe the wall sensor and run another cleanup to see if this has resolved your issue.
What should I do when error 7 occurs?

Roborock Error 7: Press and spin the wheels manually to check if they are stuck. If they are stuck, attempt to free them. If you continue to experience this error, contact us.
What should I do when error 9 occurs?

Roborock Error 9: Look for the magnet on the side of the filter.
If you do not find a magnet, replace the filter and try again.
If you continue to experience this error, contact us.
What should I do when the robot cleaner fails to do the zone cleaning?

Zone cleaning may fail if the zone is set in an area that was previously behind a closed door.
Start a normal cleanup near the open door, then start a zone cleanup once the robot has realized the door is open.
If you continue to experience this error, contact us
What should I do when the map is in a wrong angle?

The map displayed in-app should only be horizontal or vertical. If it appears at an angle, this may be due to the placement of the dock. Move the dock to a new location, with at least 0.5m of clearance on either side and 1.5m in front. You can also try switching off Map Saving then switching it back to create a new map with your next cleanup.
What should I do when error 8 occurs?

1. Make sure there is no obstacles around the robot cleaner.
2. Press and spin manually to check if they are stuck. If they are, try to work them free.
3. If the water tank is installed, remove it and try again.
4. If you continue to experience this error, contact us.
What should I do when error 1 occurs?

Roborock Error 1: Turn on the robot and watch to make sure the laser unit is spinning.
If the laser unit is not spinning, gently rotate it manually, then restart the robot.
If you continue to experience this error, contact Roborock Customer Support.
Why does robot cleanner refuse to clean the dark carpet?

The cliff sensors used on Roborock robots may mean that the robot may not be able to clean dark carpet because dark carpets trigger the cliff sensors in the same way as a drop. At present, it is not possible to disable cliff sensors as they are essential in most homes. Hope you can understand and forgive this drawback.
What should I do when there is little water leaking from tank and mopping cloth is almost dry?

1. Change the mop cloth and water filters then try again.
2. Do not use cleaning products in the water as this may block the filter.
3. Use a needle to gently clean the water outlet.
4. Put the water tank on a flat surface and look for bending.
5. A bent water tank will need to be replaced.
What should I do when the robot cleaner cannot find its dock?

The robot might experience issues returning to its dock if it was started in a different location, if it is hitting an obstacle, or if it was moved manually. If this is occurring, try one of the below solutions:
Move the dock to a new location and see if the robot can locate it. The dock should be placed against a wall, have at least 0.5m of clearance either side and 1.5m in front. Then, clean the front signal transmission area of the dock and the robot’s front sensor, both of which are used for the robot to locate the dock.
What should I do when error 18 occurs?

Roborock Error 18: Clap the side of the robot several times to try and clear debris from the fan.
If you continue to experience this error, contact Roborock Customer Support.
What should I do when internal error occurs?

Roborock Internal Error: Restore the robot cleaner to factory setting. If you continue to experience this error, contact us.
What should I do when error 10 occurs?

Roborock Error 10: Clean the filter, dry it thoroughly and place it back in the robot then try again.
If you continue to experience this error, contact us.
What should I do when error 4 occurs?

Roborock Error 4: Wipe the cliff sensors and make sure the robot cleaner is not on the dark or shag carpet. If you continue to experience this error, contact us.
What should I do when error 13 occurs?

Roborock Error 13:
1. Wipe the charging contacts both on dock and under device.
2. Make sure they have not been corroded.
3. If you continue to experience this error, contact us.
What should I do when Wi-Fi connection fails?

Our devices doesn't support 5GHZ wifi. If your set-up steps are correct but it's still not connecting, try methods below:
1. Make sure the password of your wifi you've input is correct.
2. Enable location permission for the app. See attached picture.
3. If you're using IOS 14 or later systems, please enable local network for the app. See attached picture.

4. Pay more attention to the “choose wifi network". Please choose your home wifi and input the password, instead of the robot’s Wi-Fi.
5. If there are special characters like [email protected]#$ in your wifi name or password, it's suggested to remove them in the router settings.
6. The robot doesn't support WEP encryption mode. If your wifi is WEP, change it to WPA or WPA2.
7. If you understand the router's setting very well, try to change DNS to 8.8.8.8 in the router's settings page.
8. Reboot your device and router and try again.
If the wifi connection still fails, please contact us