Help me

Hi, I’m having an issue pairing a brand new MOVA robot vacuum. I bought it in Santiago, Chile and I’m trying to set it up in Buenos Aires, Argentina. My Wi-Fi is new, fast and stable, with a dedicated 2.4 GHz network. I’ve tried setting it up from two different iPhones, using both the MOVA Home and Dreamehome apps, with all permissions enabled. The phone connects to the robot and the robot receives the Wi-Fi credentials, but the process always fails at the final step when connecting to the cloud/server. I’ve done multiple factory resets, forgotten and re-added networks, restarted everything, contacted my ISP, and even tried another network/hotspot, with the same result. Has anyone experienced this with MOVA/Dreame robots or found a solution? Any help would be appreciated.

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Hello,

We sincerely apologize for any inconvenience caused by the connection issues. Here are some suggested steps that might help you resolve the problem:

Proximity to Router: Ensure that the robot and your phone are close to the router to maintain a strong Wi-Fi signal. Before configuring the network, make sure to enable the location permission of the app and the Bluetooth function on your phone, as failure to do so may lead to network configuration issues.

Connecting to the Hotspot: When connecting to the hotspot released by the robot, listen for the voice prompt from the robot, then return to the app and wait for the network configuration result.

Wi-Fi Name and Password Settings: It is advisable to set your home Wi-Fi name and password using English letters or numbers and avoid special characters.

Check Router Settings: Verify if the router is set with Mac address filtering or a whitelist, try resetting the router and restarting the robot, and then attempt the connection again.

Cross Verification of Network Configuration: If the above methods do not work, try using one phone to release a hotspot as a Wi-Fi network and another phone to connect to this hotspot for network configuration, to cross-verify.

Try Using a Different Phone: Connection failure might also be related to the phone model. You can try using different models of phones to reconnect.

If the problem persists, please send the following information to our after-sales team for further assistance:

The SN code of the robot (you will find the SN label at the bottom of the robot).
Your app account ID (found in the app under "Me" > "Account ID").
A video showing the entire connection process (you can record a video on your phone screen).

Thank you for your patience and understanding.

Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)
support@mova-tech.com
na.official.site@mova-tech.com

I may have experienced something similar. Do you have a network with both 2.4 GHz and 5 GHz bands and a shared SSID across both? In my situation, I had to turn OFF the 5 GHz band on my WiFi router while I set up the robot on the network and it connected to the cloud. After getting everything initialized I was able to re-enable my 5 GHz network. It's worth a try if you've exhausted all other possible options. Good luck !