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Problem
It is not possible to log in to
the robot app account.
Pop-up messages about app
or firmware updates
continue to be received.
The Philips HomeRun robot
app is not available in my
country.
The firmware update fails.
The robot finished mapping,
but I do not see a map in the
app.
My map is lost from the app.
Possible cause
The wrong time zone has been
selected in the app.
The robot has lost connection
with the Wi-Fi network.
The battery of the robot is
empty.
The email address has been
changed.
The password is wrong.
The wrong country region is
selected.
App updates or firmware
updates are not installed.
VPN may be blocking access to
the right country information.
Google or Apple account may
be set to a different country.
The battery level is too low
The robot is not at the station
The Wi-Fi signal is not good
enough.
The robot did not start and
finish at the station.
The maximum amount of maps
had been reached.
Solution
You can change the time zone in in the app
in 'My Account' under 'Profile'.
Make sure the Wi-Fi network is working.
Make sure that the station is connected to
the power supply.
Create a new app account in case the email
address has been changed.
Enter the correct password.
In case the password is forgotten, click
'forgot password' and follow the steps.
Select the correct country region in the
app.
For continuous improvement of the robot
we recommend installing all updates.
Disable any VPN service you are using.
Change the Google or Apple account
information to match the country you
bought the robot in.
The battery level of the robot needs to be
more than 20% in order to install an
update.
Make sure the robot is charging in the
station when you install the update.
Ensure the robot is in a spot with strong
wifi
To create a map, make sure that the robot
starts and finishes at the station. Once the
map has been saved in the app, you can
use the robot without station.
The robot will create a new map when it
recognizes a new environment. If you
already have 5 maps, the robot will
override an old one. If you want to make
sure the robot does not override a map,
lock it in the app. You can lock 3 maps at
the same time.
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