What to Do If My Robot Vacuum Fails During Setup or Cannot Connect to Wi-Fi

Troubleshooting
Updated 02-18-2024 07:05:12 AM 23541
This Article Applies to: 

Before adding the robot vacuum to the Tapo App, it is recommended to prepare the following for a quicker and successful product configuration:

1. Install the latest Tapo App from the App Store or Google Play.

If you have already installed the Tapo App, please check for updates in the App Store to ensure you have the latest version.

2. Ensure that the location where you are installing the robot vacuum has a good signal.

For smoother configuration, you can temporarily move the robot vacuum closer to the router.

3. Before configuration, disable the mobile network (data usage) on your phone, enable Wi-Fi, and temporarily disable VPN software or any security protection software that uses VPN.

Case 1: If the App Prompts "We couldn’t find this Tapo device."

This indicates that the phone failed to detect the device and establish a connection. You can refer to the troubleshooting suggestions below:

  1. Ensure the robot vacuum is powered on. Slide the switch from OFF to ON to power on your Tapo device.

If the robot vacuum is not powered on or does not emit a sound reminder, place it on the charging Dock to charge.

  1. Simultaneously press and hold the "Dock" and "Spot Cleaning" buttons for more than 5 seconds to put the device into configuration mode.

When the robot vacuum is in configuration mode, all buttons will blink white.

  1. Turn off the Bluetooth function on your phone and restart it.

Exit and re-enter the Tapo App configuration page. Make sure your phone is near the robot vacuum during the configuration process.

  1. If the problem persists, try using another smartphone or tablet to download the latest version of the Tapo App and attempt to configure the device.

Case 2: If the Robot Fails to Connect to Wi-Fi

If you encounter difficulties connecting the robot vacuum to Wi-Fi (usually indicated as "incorrect password" on the App), double-check your password. You can usually adjust the Wi-Fi settings on your router's web UI management page. Check if the password for the 2.4GHz network on the router matches the one you entered.

If you still can't connect, refer to the troubleshooting suggestions below to optimize the router's 2.4GHz network settings:

  1. Change the encryption method of the 2.4GHz network on the router's management page to "WPA2."
  2. Select the optimal channel for the 2.4GHz frequency band. Choose a channel with less interference in your router settings.

Setting it to channel 6 is recommended as a troubleshooting step.

  1. Adjust the channel width to 20MHz for better stability in crowded network environments.
  2. Update the router firmware to benefit from the latest performance and stability improvements.

Case 3: Cannot Find the Name of Your Router's Network

If the Wi-Fi network of your router's 2.4GHz frequency band is not included in the list of available networks, follow these troubleshooting suggestions:

  1. Ensure the device is near the router and click on "Rescan" to try again.
  2. Access your router settings to confirm the 2.4GHz network settings.

Usually, you can do this through a web browser using the router's IP address (e.g., 192.168.1.1) and log in with your credentials.

  1. Make sure the 2.4GHz network is enabled and not set to hide Wi-Fi.

If you wish to connect to a hidden Wi-Fi, you can manually enter the Wi-Fi name and password as prompted by the App.

  1. Select the optimal channel.

Channels outside 1-11 may not work properly in some areas. It is recommended to set it to channel 6 as a troubleshooting step.

  1. If the problem persists, try using another smartphone or tablet to download the latest version of the Tapo App and attempt to configure the device.
  2. Hard reset the device and try again.

Press and hold both the "Dock" and "Spot Cleaning" buttons simultaneously for more than 10 seconds to reset the device.

Case 4: If the App Displays Error Code "Pairing Failed"

  1. Connect your phone to the router's network (the same network the robot vacuum is connected to), then completely close and reopen the App.

Check if you can find the robot vacuum device on the Home page of the App.

  1. If the problem persists, hard reset the device, and try again.

Press and hold both the "Dock" and "Spot Cleaning" buttons simultaneously for more than 10 seconds to reset the device.

Case 5: If the Device Can Only be controlled on the Local Network

If you find that after successful device setup, you can only control it within your local network (with your phone connected to the same router network as the robot vacuum), this may be because the robot vacuum is not properly connected to the cloud server.

  1. Check if other devices connected to the same router can access the internet. If there are issues, contact router support or your internet service provider (ISP) first.
  2. Change your router's DNS settings to 8.8.8.8 for better connectivity.

Access your router settings through a web browser using the IP address (e.g., 192.168.1.1), log in with your credentials, locate DNS settings under "Advanced" or "Network," manually enter "8.8.8.8" as the primary DNS, and save changes. Reconnect devices and check internet access. Note: Menu names may vary, consult your router manual for specifics.

Please reach out to TP-Link technical support for additional assistance, providing the following information:

  1. Your TP-Link ID (the email address used to log in to the Tapo APP).
  2. The model number of your robot vacuum and its MAC address (S/N number).
  3. The model number of your router.
  4. The troubleshooting results based on the suggestions provided above.

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