Live Support Accessibility Statement Skip navigation
Thanks. We've saved your preferences.
You can update your contact preferences at any time in the Keep in touch section of Your Dyson. If you have a Your Dyson account, you can log in below to manage your contact options.

Dyson 360 Eye™ robot (Sprayed Nickel/Fuschia)

Let's get your machine working.

See all steps

Please select the appropriate option

Post filter checks

This could be resolved by checking the post filter is in place correctly.

Press the circular post filter cover button to remove from the machine.

Pull out the post filter and reinsert.

Reconnect the post filter cover and retest.

Has checking the post filter resolved the problem?

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Check the brushbar

Press the cyclone pack release button and remove the cyclone pack.

Using a coin, undo the brushbar end cap by turning a quarter turn anti-clockwise.

Remove the brushbar and remove any hair, threads and debris from the brushbar.

Place the machine upside down, ensuring that the camera is on a soft, non-scratch surface.

Check the duct inside the brushbar housing for blockages and remove as necessary.

Check the brushbar and end cap for damage.

Has checking the brushbar resolved the problem?

Apologies. We can’t help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766.

For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Check the bin and cyclone

Please follow the steps in the video.

Has checking the bin and cyclone resolved the problem?

Wash the filters video

Please follow the steps in the video.

Has washing the filters resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Wash the filters

Press the button on the top of the machine to remove the bin and cyclone.

Pull the pre filter out from behind the bin.

Press in and hold the filter release button and slide out the post filter cover.

Wash both filters and the post filter cover with cold water only.

    • WARNING: Do not use detergent, do not wash in a dishwasher or washing machine.
    • Shake the filter to remove debris and excess water.
    • Repeat the wash/shake cycle until the water runs clear.

Allow to dry naturally for a minimum of 24 hours.

Has washing the filters resolved the problem?

Check the bin and cyclone

Press the cyclone pack release button and remove the cyclone pack.

Lift the cyclone out of the clear bin and empty the contents into a bin.

Clean the shroud using a dry cloth or soft brush.

Check inside the cyclone for any blockages, remove as necessary and check all seals for damage.

Check the duct behind the bin and cyclone for blockages and remove as necessary.

Rebuild and test the machine

Has checking the bin and cyclone resolved the problem?

Please select the appropriate option

Provide adequate lighting for the robot to navigate; Ensure your dock is not in direct sunlight.

Charging advice

When cleaning a large area the robot will return to the dock to re-charge mid-clean before heading out to continue cleaning again. This is normal behavior.

If lighting changes while the robot is on the dock, the robot may delay going out to clean again for up to 3 hours.

Has charging advice resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Provide adequate lighting for the robot to navigate; Ensure your dock is not in direct sunlight.

Charging advice

When cleaning a large area the robot will return to the dock to re-charge mid-clean before heading out to continue cleaning again. This is normal behavior.

If lighting changes while the robot is on the dock, the robot may delay going out to clean again for up to 3 hours.

Has charging advice resolved the problem?

Check the contacts

If the robot is not docked correctly, the contacts may over heat and cause a thermal cut out.

In this situation, the robot will reverse off the dock and attempt to re-dock to continue charging.

Press the cyclone pack release button and remove the cyclone pack.

Check the contacts on the robot are not obstructed, and wipe them clean with a dry cloth.

Check the contacts on the dock are not obstructed, and wipe them clean with a dry cloth.

Has cleaning the contacts resolved the problem?

Check the charging dock

Check that power is going to the charging dock. The 'power on' indicator panel should illuminate blue on the base of the dock. Ensure the plug is fully inserted into the socket.

Check that the docking targets are folded out correctly and are not obstructed. The targets should be parallel to the wall and facing out to the room.

Try plugging the charging cable into the other side of the dock.

Place the machine on the charging dock.

Does the battery icon appear on the machine?

Dock issue

This indicates the machine is charging and the dock is funtioning correctly, however the lights on the dock may have a fault.

Are the lights on the dock showing?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Charging help

This is normal. The robot consumes a small amount of power on the dock to maintain some of its electronic systems.

Robot will charge periodically every 1-2 hours even if left on the dock without vacuuming.

Has charging advice resolved the problem?

Check the charging dock and contacts

Press the cyclone pack release button and remove the cyclone pack.

Check the contacts on the robot and the dock are not obstructed, and wipe them clean with a dry cloth.

Check the contacts on the dock are not obstructed, and wipe them clean with a dry cloth.

Check that power is going to the charging dock. The 'power on' indicator panel should illuminate blue on the base of the dock. Ensure the plug is fully inserted into the socket.

Check that the docking targets are folded out correctly and are not obstructed. The targets should be parallel to the wall and facing out to the room.

Try plugging the charging cable into the other side of the dock.

Place the machine on the charging dock.

Does the battery icon appear on the machine?

Does the machine display any lights?

Place the machine on the charging dock

Set up the charger.

Open the charging dock to 90° and place it against the wall.

Plug in the charger and wrap surplus cable around the plug.

The charger will fit in either side of the dock.

Ensure no objects are within 500 mm (20 inches) of the charging dock.

Place the machine on the dock.

  • A blue flashing light indicates that the machine is charging.

  • A solid blue light shows when the battery is fully charged.

If the machine's battery is running low during a cleaning session, it will return to the dock automatically to recharge.

Does a light appear on the power button?

Lights

Your robot has three types of lights.

5 status lights

Pause light

Battery light

Each light may appear

Red - your machine has a fault (red lights will normailly appear alongside a blue pause light)

Blue - your machine is working normally

Pink - your machine is performing a software update

What color lights are showing?

Connectivity issues

The robot has detected it can't log into the network.

Ensure your router is connected to the wall socket and you have good signal strength and internet access from the position of the robot's dock.

Check that your phone/tablet device is running the latest version of a compatible operating system.

Download the latest version of the Dyson Link app from your device's app store or marketplace.

Log in

Launch the app on your mobile device ensuring you are running the most up to date version of the app.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please select 'connecting to your Wi-Fi'.

Please select the next step

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your robot to, enter its password.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Can you connect to Wi-Fi?

The robots passcode is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'L' may look similar, as may the letters 'j' and 'i'.

Passcode location

The passcode can be found on the rear of the instruction manual.

Alternatively the passcode can be found on the main body of the machine behind the bin.

Can you find the robot Wi-Fi password?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

WiFi mode

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode')

Place the robot on the docking station and check the WiFi light illuminates.

Has the WiFi light displayed on the robot?

The WiFi light may pulse briefly and then go out. This suggests the appliance has previously been connected to the WiFi network.

Please select the next step

Enter product Wi-Fi password and connect.

Does your robot's serial number appear on screen?

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

Wi-Fi mode

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode')

Place the robot on the docking station and check the WiFi light illuminates.

Has the WiFi light displayed on the robot?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Enter product Wi-Fi

Enter product Wi-Fi password and connect.

Does your robot's serial number appear on screen?

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Have you managed to connect to the robot?

Is there anything else we can help with?

Please select the appropriate option.

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Please select the stage that the connection process failed on.

Wifi Troubleshooting

Please run through the following checks

Is your router broadcasting a 2.4GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Please follow the next step

WiFi Troubleshooting

Please run through the following checks.

Is your router broadcasting a 2.4GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Has the Wi-Fi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the Wi-Fi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Please follow the next step

What connection?

Same WiFi network as the appliance

A different WiFi network

A mobile network such as 3G/4G

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Connect to the same WiFi as your robot

To connect your robot to a network for the first time, your mobile device must be connected to the same WiFi network as your robot. Please restart the process again, ensuring your mobile device is connected to the correct network. Check that the network name (SSID) matches that of the network you are trying to connect to.

Please select the appropriate option

Connected to the same Wi-Fi as your robot

To connect your robot to a network for the first time, your mobile device must be connected to the same WiFi network as your robot. Please restart the process again, ensuring your mobile device is connected to the correct network. You can temporarily switch your 3G/4G connection off to make sure your device is connecting to WiFi. Check that the network name (SSID) matches that of the network you are trying to connect to.

Please select the appropriate option

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

WiFi connection

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Please follow the next step

WiFi Troubleshooting

Please run through the following checks

Is your router broadcasting a 2.4GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Please follow the next step

WiFi Troubleshooting - Step 1

Please run through the following checks.

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the issue?

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Has this resolved the issue?

Apologies. We can’t help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766.

For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Launch the app on your mobile device ensuring you are running the most up to date version of the app.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

Or if you are new, select 'Register' to create an account and complete all fields.

Not sure you have an account?

This is the account you set-up to purchase your purifier on the Dyson website.

Please select 'connecting to your Wi-Fi'.

Please select the next step

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Confirm your home Wi-Fi network

The app will recommend a home Wi-Fi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your robot to, enter its password.

Can you connect to Wi-Fi?

Is your router broadcasting a 2.4 GHz network?

All Dyson connected machines use Wi-Fi to connect to the Internet. There are two frequency bands commonly used for a Wi-Fi communication: 2.4 and 5 GHz.

Dyson connected machines only use 2.4 GHz band. Many modern routers support both bands - this is known as a dual band router.

Your router will need to be broadcasting a 2.4GHz network for your appliance to connect.

How to check if your router is a dual band router

If your router is dual band, this information can often be found in the Router user guide or on a sticker located on the router. If you are unable to find this information or unsure we recommend contacting your internet service provider who will be able to supply you with this information.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g. cordless phones, baby monitors, microwaves, Bluetooth devices, wireless video equipment.

Please follow the next step

Has the WiFi mode timed out?

Your appliance will remain discoverable for 30 minutes. Press and hold the power button on your machine for 5 seconds to retry.

Is the WiFi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the appliance is not too far away and is within range of the router. Contact your Internet Service Provider or router manufacturer for further troubleshooting.

Is there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect your appliance to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is the SSID (network name) hidden?

The appliance cannot currently attach to a hidden SSID network. To use the appliance, unhide your SSID and attach your appliance.

The appliance cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is WiFi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the appliance to connect.

Is parental control ‘enabled’?

Temporarily disable any parental control settings whilst setting up the appliance on the network.

Please follow the next step

NB: The robots passcode is made up of numbers and lower case letters only, so '0'is definitely thenumber zero. The number '1' and the letter 'L' may look similar, as maythe letters 'j' and 'i'.

Passcode location

The passcode can be found on the rear of the instruction manual

Alternatively the passcode can be found on the main body of the machine behind the bin.

Can you find the machine Wi-Fi password?

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

WiFi mode

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode')

Place the robot on the docking station and check the WiFi light illuminates.

Has the WiFi light displayed on the robot?

The WiFi light may pulse briefly and then go out. This suggests the appliance has previously been connected to the WiFi network.

Please select the next step

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the 360 Eye network that matches your robot's serial number using the passcode from the rating plate.

Return to the Dyson Link app.

Does your robot's serial number appear on screen?

WiFi mode

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode').

Place the robot on the docking station and check the WiFi light illuminates.

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

Has the WiFi light displayed on the robot?

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the 360 Eye network that matches your robot's serial number using the passcode from the rating plate.

Return to the Dyson Link app.

Does your robot's serial number appear on screen?

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Have you managed to connect to the robot?

Connecting to the wifi

The Wi-Fi light on your robot will pulse whilst connecting.

When connected the light will turn off; if the robot fails to connect the light will become solid again.

Is there anything else we can help you with?

Robot Passcode

Write down the robot's passcode before proceeding with any checks.

This can be found on the rear of the instruction manual or on the main body of the machine behind the bin.

NB: The robots passcode is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as maythe letters 'j' (J) and 'i' (I).

Set up the Dyson Link app

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

NB: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system.

Please select the next step

Open the Dyson Link app.

Sign in to the app and your robot and settings will be loaded.

Is there anything else we can help you with?

Password reset

Follow the process below if you wish to change your password, or you have forgotten your password.

Use the 'forgotten password' link on the sign in page.

Enter the registered email address and click 'done'.

A link is sent to your registered email address

Sign in using your new password

If you receive 'incorrect email address or password' message retry the process.

Alternatively, navigate to the 'Your Dyson' section of www.dyson.co.uk and follow the on screen instructions.

Has resetting the password resolved the problem?

Setting up the app

If the customer is part way through the set up and has a problem, please ask them to switch the robot off, sign out of the app and start the process from the beginning.

Input the correct passcode

You will need to input your passcode to set up the connectivity options.

The passcode can be found on the rear of the instruction manual or on the main body of the machine behind the bin.

NB: The robots passcode is made up of numbers and lower case letters only, so '0' is definitely the number zero. The number '1' and the letter 'l' (L) may look similar, as may the letters 'j' (J) and 'i' (I).

Has checking the passcode resolved the problem?

WiFi connection window

The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

Once you have done this, run through the connection process again.

Please follow the next step

What connection?

Please ask the customer if the error occured whilst their mobile device was connected to:

Same WiFi network as the robot

A different WiFi network

A mobile network such as 3G/4G

Check the WiFi connection

Pick the robot up and place it on the dock to see if the WiFi light comes on.

Does the Wi-Fi light illuminate?

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Get connected

Select and enter your product code and press connect.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

Machine connected.

Connection failed message

This indicates that your mobile device does not have WiFi enabled or your signal has not remained continuous during the connecting process.

Try connecting again and if connection fails again please check the settings on your mobile device and ensure WiFi is enabled.

Is the robot now connected?

Press the 'Try again' option.

Please ask the customer to press the 'Try again' option.

Is the robot now connected?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

WiFi mode

Please turn on the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Does your robot's serial number appear on screen?

Connection

Select 'connect a different machine' option.

Please select the appropriate option

If you are part way through the set up and have a problem, switch the robot off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the robot is fully charged. It must remain on the dock throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength and internet access from the position of the robot's dock.

Ensure your mobile device is connected to your home WiFi.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

NB: You will be unable to download the app if you are not running a compatible version of your mobile devices operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

WiFi diagnostic checks

Check that your robot’s Wi-Fi light is illuminated. To turn it on again, pick up your robot and replace it on a powered dock.

Check that your docking station is powered, indicated by the blue power light on the dock.

Check that your robot is charging, indicated by the battery light on the robot.

Check that your smartphone or tablet is within network range of your robot.

Check that your device’s Wi-Fi is enabled and that it is connected, for example by visiting a web site in your device’s browser.

NB: Your robot will only appear in the list of networks when it is in WIFI mode.

Has checking Wi-Fi settings resolved the problem?

Please select the appropriate option

Before proceeding with further checks please ensure the customers mobile device (e.g. iPhone or android) has a stable internet connection.

If not please refer to the manufacturer of the mobile device for troubleshooting.

Known issue

We are aware of this issue and a fix is coming soon. Unfortunately we do not yet have a date for this fix.

Is there anything else we can help you with?

Maps

Your map should appear once the clean has completed. If they are not showing, the map details are queued for processing and should appear within 5 minutes of the clean being completed.

Only the last 5 cleans are stored, and the map will only be stored if the clean completes. If a fault occurs during the clean then this map will not be stored.

Is there anything else we can help you with?

The app tells me the robot is offline or switched off

If the app is displaying a 'robot offline' or 'robot switched off' message but you believe the robot to be online, please try the following:

Click the refresh button on the app.

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Please follow the next step

Robot switched off

If the robot is switched off and is not on the dock, then the WiFi is not active so it cannot receive commands. It will show as 'robot switched off' in the app.

Please follow the next step

What connection?

Please ask the customer if the error occured whilst their mobile device was connected to:

Same WiFi network as the robot

A different WiFi network

A mobile network such as 3G/4G

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Check the WiFi connection

Pick the robot up and place it on the dock to see if the WiFi light comes on.

Does the Wi-Fi light illuminate?

Update the Dyson Link app

Check that your mobile/tablet device has the latest version of the app installed.

Ensure that the device is also running the latest version of it's operating system.

Has updating the app resolved the problem?

Reinstall the app and check Wi-Fi settings.

Remove the Dyson Link app from your device and re-install the latest version from the app store. Check the following:

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the robot to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the robot on the network.

Re-program the instruction (e.g. cleaning schedule) to test the machine.

Has reinstalling the app resolved the problem?

It must remain on the dock throughout this process.

Set up the Dyson Link app

Check that the robot is fully charged.

Ensure your router is connected to the wall socket and you have good signal strength and internet access from the position of the robot's dock.

Ensure your mobile device is connected to your home WiFi.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection. (This is normal for many connected devices and as Apps recognize punctuation as computer coding, Wi-Fi passwords cannot contain these characters).

  • Customers may need to change the home Wi-Fi password before connection process begins. The process is different for each internet service provider (ISP) – the customer may need to contact their ISP for instructions.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

The appliance will only connect to the 2.4 GHz network. The appliance runs on 2.4 GHz rather than 5 GHz to maximize range.

  • To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

NB: You will be unable to download the app if you are not running a compatible version of your mobile devices operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

Connect to the robot via the app - iOS

Launch the app on your mobile device.

Select your country.

If you already have a Dyson account select 'Sign in' and enter your username and password.

  • Or if you are new, select 'Register' to create an account and complete all fields.

This is the account you set-up to purchase your purifier on the Dyson website.

Please select the next step.

WiFi mode

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode')

Place the robot on the docking station and check the WiFi light illuminates.

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

Has the Wi-Fi light displayed on the robot?

Steps

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Does your robot's serial number appear on screen?

WiFi Mode

Please ask the customer to turn on the WiFi via the mobile device settings. This will differ according to each handset.

You may need to use the mobile device 'back' option to restart the process.

Does your robot's serial number appear on screen?

Connection

Select 'connect a different machine' option.

Please select the next step.

Select

Select the Robot vacuum option.

Please select the next step.

Confirm your home Wi-Fi network.

The app will recommend a home Wi-Fi network to connect the robot to.

This will be the network your mobile device is already connected to.

If this is the home Wi-Fi network you would like to connect your robot to, enter its password.

Please ensure your home Wi-Fi password is alpha numeric only and doesn’t contain any other characters such as punctuation marks, otherwise this could cause a problem with connection.

Please select the next step.

Get connected

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the 360 Eye network that matches your robot's serial number using the passcode from the rating plate.

Return to the Dyson Link app.

When the connection process is complete you will see one blue tick in the middle of the screen.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud.

Get connected

Select and enter your product code and press connect.

When the connection process is complete you will see one blue tick in the middle of the screen.

The app will then show connection complete.

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

What do the ticks mean?

One tick: App is connected to the product.

Two ticks: App is connected to the Wifi.

Three ticks: App is connected to the Dyson Cloud

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

Three ticks: App is connected to the Dyson Cloud

Please be aware that sometimes the ticks will not appear and the app will skip to 'connection complete'.

WiFi connection

The WiFi light may pulse briefly and then go out. This suggests the appliance has previosuly been connected to the WiFi network.

Please select the next step.

Select

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Does your robot's serial number appear on screen?

Connect to the robot via the app - Android

Open the Dyson Link app.

Sign in or register if you have not already done so.

If you do not know whether you have an account already, the account refers to the accounts that have been created in the web site of Dyson at the time of purchase or if you have a Dyson Link account for another product.

Select the "+" to add your machine.

Then click on 'Start' on the 'Get connected' page.

Please select the next step

Make discoverable

Your robot is automatically set to periodically send out a WiFi signal that can be picked up as a local network (called ‘WiFi mode')

Place the robot on the docking station and check the WiFi light illuminates.

NB: The WiFi light lasts for 30 minutes, if you don't manage to connect in time, simply remove from the dock, place back on the dock and you have another 30 minute window.

Has the Wi-Fi light displayed on the robot?

Link App

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Does your robot's serial number appear on screen?

WiFi connection

The WiFi light may pulse briefly and then go out. This suggests the appliance has previosuly been connected to the WiFi network.

Please select the next step.

Steps

Select the 'add your machine' icon.

Select Start on the 'get connected' page.

Does your robot's serial number appear on screen?

Change of ownership

This indicates that another user has claimed ownership of the robot by registering it to their own account.

Only one individual can claim ownership of a certain robot serial number. When someone adds a robot to an account within the Dyson Link app, any previous user information will be wiped and an email notification sent to confirm the change.

NB: If you wish to have more than one device control the same robot, each device will need to use the same Dyson Link app log in details.

Has someone else in the household registered the robot?

Ownership

Only one person can take ownership of the robot.

Would you like to regain control of the robot?

Connect to the robot via the app

Open the Dyson Link app.

Sign in or register if you have not alreay done so.

Select 'Ready to connect' then 'Start' on the 'Connect to your devices' page.

Does your robot's serial number appear on screen?

Change of ownership

This indicates that another user has claimed ownership of the robot by registering it to their own account.

Only one individual can claim ownership of a certain robot serial number. When someone adds a robot to an account within the Dyson Link app, any previous user information will be wiped and an email notification sent to confirm the change.

NB: If you wish to have more than one device control the same robot, each device will need to use the same Dyson Link app log in details.

Has someone else in the household registered the robot?

App offline

Check your handset's connectivity.

The app should 'self right' when connectivity resumes. If the app refuses to return to operation, try the 'reload' function on the app screen.

Please follow the next step

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Has restarting the app resolved the problem?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Has restarting the app resolved the problem?

Restart the machine

Place the machine on the docking station to reset the machine.

A blue light should appear to indicate the machine is on charge.

This will restart the machines cleaning program if a fault occured during a clean.

If the machine was not mid-clean, press the power button to start a clean to ensure the issue has been resolved.

Has placing the machine on the dock resolved the problem?

Apologies. We can't help you online.

Our Customer Support Team will be able to solve your problem on 1-866-693-9766. For Supersonic™ hair dryer Professional edition owners, please contact us on 1-866-861-2565.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the robot once the app has been restarted. This should be complete within 5 minutes.

Has restarting the app resolved the problem?

What light?

Check your robot for the WiFi light.

Has the Wi-Fi light on your robot gone out?

WiFi light

If the WiFi light on your robot has gone out, this means your robot is now on your home network.

If you quit the connection process by cancelling or by closing the app, and start the connection journey again, your robot should get picked up at the start and will show its serial number to you as a 'found robot'. Click on this serial number, enter your robot's passcode and the connection process will complete.

Is there anything else we can help you with?

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

Select 'Connect to a robot'.

iOS devices

Leave the Dyson Link app and navigate to your device's WiFi settings.

Join the 360 Eye network that matches your robot's serial number using the passcode from the rating plate.

Return to the Dyson Link app.

Android devices

Confirm your home WiFi network.

Enter the robot's passcode.

Enter your WiFi password.

Have you connected to the robot?

WiFi troubleshooting

Please run through the following checks with the customer:

Has the Wi-Fi mode timed out?

Your robot will remain discoverable for 30 minutes. Remove from the dock and replace to retry.

Is the Wi-Fi connection working with other devices?

Try to connect to the WiFi network with another device such as your phone or tablet.

If other devices cannot connect then check that the robot is not too far away and is within range of the router. Contact Internet Service Provider or router manufacturer for further troubleshooting.

Are there too many devices connected to your network?

The number of simultaneous connections to the network may be limited by your router manufacturer or Internet Service Provider.

Disconnect a device connected to your network by disabling WiFi or switching it off.

Try to connect Robot to the network again.

If this works, contact your router manufacturer or Internet Service Provider to increase the allowed number of simultaneous connections to the network.

Is your router broadcasting a 2.4GHz network?

The robot only connects to 2.4 GHz networks. This is standard across many portable devices.

If your router is only broadcasting a 5 GHz network, the robot will not connect.

Your router may be broadcasting 2.4 GHz and 5 GHz networks simultaneously, you may see something like:

My-network-2.4

My-network-5

The robot will only connect to the 2.4 GHz network. Your phone will need to be connected to the same network as the robot for initial set up.

Supported Wi-Fi protocols:

IEEE802.11b (Not recommended)

IEEE802.11g

IEEE802.11n (Support only for 2.4GHz)

To switch your router from 5GHz to 2.4GHz, please refer to your routers user guide, or visit the manufacturer’s website. Please note, you will need to check that any other devices you have connected to your router will not be affected before changing this.

Could there be interference from other devices?

Turn off any device that may cause interference at 2.4 GHz. E.g: cordless phones, baby monitors, microwaves, bluetooth devices, wireless video equipment.

Is the SSID (network name) hidden?

The robot cannot currently attach to a hidden SSID network. To use the robot, unhide your SSID and attach your robot.

The robot cannot connect to networks that have web portals that require an additional password to connect. For example hotel, airport or office networks.

Is MAC address filtering switched on?

This stops unknown devices connecting to your WiFi connection. If you have this switched on, you will need to add the MAC address from your machines rating plate to your routers list of approved devices.

Is Wi-Fi privacy 'enabled'?

This stops devices talking to each other – you will need to disable WiFi privacy for the robot to connect.

Are parental controls enabled?

Temporarily disable any parental control settings whilst setting up the robot on the network.

Has checking the Wi-Fi settings resolved the problem?

Please follow the next step

Close down the app and restart

To fully close down the app in iOS, double click your devices home button and swipe the app upwards.

On an Android device you can fully close down the app in the recent applications menu.

NB: Please allow time for the app to connect to the robot once the app has been restarted. This should be complete within 5 minutes.

Has restarting the app resolved the problem?

Connection failed message

This indicates that your mobile device does not have WiFi enabled.

Please check the settings on your mobile device and ensure WiFi is enable

Has checking the mobile device settings resolved the problem?

Upgrade the robot's software.

The easiest way to ensure your robot is up-to-date is to enable automatic updates. This can be done by linking it to your home network via the Dyson Link app.

If the robot doesn't appear as a WiFi network in your device's network settings, you may need to enable the robot's WiFi mode.

Update the software using the Dyson Link app

Check that the robot is fully charged. It must remain on the dock throughout this process.

Navigate to the Settings menu of the app.

Switch on the 'Auto-Update' feature.

The robot will now automatically receive any software updates from Dyson whenever it is switched on and on it's dock and an update is available.

A ring of flashing pink lights will be displayed while an update is in progress.

WARNING: Do not attempt to interrupt the upgrade sequence until it has completed. Removal of the battery during an upgrade may cause irreparable damage.

Once the update is complete the lights will switch off and the robot is ready for use.

Is there anything else we can help you with?

If you are part way through the set up and have a problem, switch the robot off, sign out of the app and start the process from the beginning.

Set up the Dyson Link app

Check that the robot is fully charged. It must remain on the dock throughout this process.

Ensure your router is connected to the wall socket and you have good signal strength and internet access from the position of the robot's dock.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

NB: You will be unable to download the app if you are not running a compatible version of your mobile devices operating system. iOS 6 or later is required for iOS devices and Android 4.0 or later for Android devices.

WiFi Mode

WiFi mode is switched on by default. On the rare occasion that this has been switched off, WiFi mode can be switched ‘ON’ by following the below instructions:

Download the ‘Enable WiFi mode’ software from the Dyson website onto a USB stick.

To enable WiFi via USB, you will need to use one formatted to FAT32 with at least 256MB free space.

Make sure this software is the only item on the USB stick (no other files or folders).

Remove the post filter and filter cover and insert the USB stick into the USB port.

Manually replace the robot on a powered dock and ensure it is charging.

Press the power button for 10 seconds until a ring of pink lights flash, then release the button. The software will automatically switch WiFi mode 'ON'.

WARNING: Do not attempt to interrupt the upgrade sequence until it has completed. Removal of the battery or USB stick during an upgrade may cause irreparable damage.

Once complete the robot will turn off.

Remove the USB and replace the filter and filter cover.

Is there anything else we can help you with?

Ensure the machine is fully charged before beginning this process.

Update via USB

The robot's software can be updated via USB stick if no Wi-Fi network is available.

The machine does not come with a USB stick.

To upgrade via USB, you will need to use one formatted to FAT32 with at least 256MB free space.

Check for software updates at the Dyson website and download the latest version onto your USB stick without renaming it.

Make sure this software is the only item on the USB stick (no other files or folders).

Switch the appliance ‘OFF’. Remove the post filter and insert the USB stick into the USB port.

Place the robot on its dock.

Ensure the dock is powered (blue light on the dock is on).

Switch on the appliance by holding down the power button for 10 seconds until a ring of pink lights appears.

WARNING: Do not attempt to interrupt the upgrade squence until it has completed. Removal of the battery or USB stick during an upgrade may cause irreparable damage.

Once the upgrade is complete the lights will turn off. At this point it is safe to remove the USB stick and replace the filter cover.

Is there anything else we can help you with?

Passcode location

The passcode can be found on the rear of the instruction manual or on the main body of the machine behind the bin.

NB: The robots passcode is made up of numbers and lower case letters only, so '0'is definitely thenumber zero. The number '1' and the letter 'L' may look similar, as maythe letters 'j' and 'i'.

Have you found the robot's passcode?

Downloading the Dyson Link app

Ensure your mobile device has an internet connection.

Download the latest version of the Dyson Link app from your device's app store or marketplace. The Dyson Link App is available on the Apple App Store for iOS devices and the Google Play store for Android devices.

The Dyson Link App is compatible with Apple iPhone, Apple iPod touch and Android mobile phones only. It has not been designed for use on Apple iPad or Android tablets.

NB: You will be unable to download the app if you are not running a compatible version of your phone's operating system. The Dyson Link app is only available to iOS and Android devices. The app is available in the stores for the country you bought your robot in.

Is there anything else we can help with?

Dyson Link app

For more information on the features of the Dyson Link app, select the appropriate option from the menu on the right:

  1. View all (view all machines)
  2. Your robot status page
  3. Schedule
  4. Activity (maps of cleans)
  5. Product guide
  6. Settings
  7. Add a robot

Security

The robot has gone through rigorous 3rd party security audits to ensure it has a robust defence system. Ensuring your robot's software is kept up-to-date will help keep it secure.

None of the information on the Dyson 360 Eye is stored and no video leaves the machine. It does not possess the bandwidth to store or stream any imagery.

The floor plan of your home created by the robot is cleared from memory after each clean. The robot will build a new map each and every time it is used.

View all

This page displays all of the machines currently linked to your Dyson Link app account.

Tap a machine to view available options.

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Your robot status page

This page gives real-time information on what your robot is doing.

Current status / Fault notification.

Time elapsed since start of clean

This includes periods of time whilst the robot is paused

Start or pause a clean

Cancel cleaning and return to dock

If the clean was not started on the dock, it will return to the starting location instead.

If the robot or app is offline, this button will instead refresh the app to check for a connection.

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.