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Dyson 360 Heurist™

Let's get your machine working.

See all steps

Check the brush bar

Please follow the steps in the video.

Has checking the brushbar resolved the problem?

This is due to another user connecting to your machine and taking ownership of your robot.

When adding a second user, at the end of the connection journey you will be asked if you are the robots new owner. Please select 'No, I'm just using it'. You will be able to easily control, schedule, and monitor your robot but without affecting the registered user.

To override this if you are the registered first user and you have been disconnected, you will need to complete the connection journey again. When you are asked 'Are you the machine's new owner?', please select 'Yes, I own this machine'.

Check with the other users in your house or building that know of the home Wi-Fi password your robot is set up with, and interact with your robot, to ensure there is not a misunderstanding about usability or ownership.

If you are unsure of ownership and users, you can perform a factory reset as a last resort. Please be aware this will wipe all the settings and users from your robot.

Ensure your router is connected to the wall socket and you have good signal strength.

We recommend downloading 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.

WARNING: You will be unable to download the app if you are not running a compatible version of your phone/tablet's operating system. Version 4.0 of the Dyson Link app runs on iOS versions 10 and above, and on Android versions 5 and above.

Please select the appropriate option

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. We recommend you choose to accept notifications and updates from the app.

Not sure you have an account?

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

We strongly recommend you allow the Dyson Link app to make automatic updates and accept notification.

Have you successfully set up the app?

To begin, please switch on your robot and place it on to charge. Your machine will require power throughout the connection process.

Make sure you have your home Wi-Fi network password to hand, as you will need this later.

Ensure Wi-fi is also turned on and connected on your mobile device, and that you are connected to your home network and not a public network or another Dyson product's network.

If you are connected to a different Wi-Fi network, please choose the settings option on your device to change to your home network, then return to the Dyson Link app.

Turn your device's Bluetooth on. This can be done by swiping down on your home screen and tapping the Bluetooth icon, or going into your settings and activating Bluetooth..

The Dyson 360 Heurist™ has been optimised to operate on both a 2.4 GHz and a 5 GHz Wi-Fi network

Please select the next step

Press 'Get started'. The app will now perform a scan for products. Select your Dyson machine from the options.

My machine does not show in the list

If your robot does not show, you can select the "I can't see my machine" option. Choosing this option will help to diagnose why and offer some helpful hints.

Bluetooth scan

Check the dock is plugged in and switched on, the machine is securely on the dock and the Bluetooth and Wi-Fi are enabled on your device.

Connectivity could be disabled

To enable the Wi-Fi simply place the robot on the dock. Once enabled the animated Wi-Fi symbol will flash on the robot's display.

Now, hold your device next to your robot's display. This will allow your robot to detect your device.

To aid the pairing process, remove any cases or holders your device may be in, and touch the phone to the left of the information screen.

Now, press the power button. This will activate the pairing process.

Has your robot successfully paired?

Trouble connecting

Please ensure that your Bluetooth and Wi-Fi are turned on, your robot and router are plugged into a stable power source and turned on, and when you are holding your device close to the robot, it touches the machine, is to the left of the information screen, and you have removed any cases or holders from your device.

Manually enter a code

You can enter a code manually to identify your machine instead. Your code is located under the filter, and on your user guide (made up of only numerical digits).

The code is made up of eight numbers and is specific to your own machine. If you are having trouble identifying your machine via the Bluetooth touch option, this code will identify your robot manually instead.

Have you found and entered the code successfully?

Ensure the numbers you have entered exactly match those found on the sticker located on the machine and on the user guide.

If you are still having problems with connecting the Dyson Link app and your robot, please start the connection journey again, taking care with the entry of passwords and selecting the home network.

Has your 8-digit code been accepted?

Enter home Wi-Fi password

You will now be prompted to enter your home Wi-Fi password. When entering your password, take care that you enter the correct characters (for example, 'I' and '1' and 'O' and '0' can easily be confused).

The network you are connecting to must be your home Wi-Fi network, not a public or Dyson Product Wi-Fi network.

Has your machine now connected?

Slow response

If your app is taking a while to respond, please retry when prompted several times.

Ensure you have a constant and stable Wi-Fi connection, you remain in proximity to your router and robot, and the power supply to both remains stable.

Retry the connection journey

If you are still having issues completing the set up, please retry the connection journey again from the beginning (to do this, press 'No' when asked if you want to retry, and then confirm you want to exit the journey. You will then be taken back to the home screen).

Home network Wi-Fi password

A common issue is incorrect entry of the home Wi-Fi password. To ensure it is correct, go into your device's setting's, 'forget' your Wi-Fi, and then sign back in using the password you have to hand. This ensures it is the most up to date version and all the characters are being entered correctly.

When entering your network password, press the 'Show password' option to ensure the characters being entered are a match. Certain characters can look similar, so take care that 'O', '0', 'I', and '1' are not mixed up.

The Dyson 360 Heurist™ has been optimised to operate on both a 2.4 GHz and a 5 GHz Wi-Fi network.

WEP

Check that your Wi-Fi connection is not set to WEP, as Dyson products will not connect to a WEP configured network. This information can be found in your router settings, or by contacting your network provider. Please change this setting before proceeding with the connection journey. Dyson Machines only connect to WPA or WPA2 networks, most modern routers will have these settings. We recommend WPA2 as it is the most secure encryption.

Has your app now successfully paired?

Successfully paired

Now you are connected, you can activate your robot, track its activity, and schedule cleans for when suits you.

Complete the set up

To get the best out of your machine, please complete some profile details to personalise your robot and your account.

Name your robot

Give your robot a name or set a location to use with voice control services.

Purchase date

The date is needed for your guarantee to be activated.

Enable auto-updates

We strongly recommend you enable auto-updates to your robot to allow the latest features and updates.

Have your app and robot now set up successfully?

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

Slow response

If your app is taking a while to respond, please retry when prompted several times.

Ensure you have a constant and stable Wi-Fi connection, you remain in proximity to your router and robot, and the power supply to both remains stable.

Retry the connection journey

If you are still having issues completing the set up, please retry the connection journey again from the beginning (to do this, press 'No' when asked if you want to retry, and then confirm you want to exit the journey. You will then be taken back to the home screen).

Home network Wi-Fi password

A common issue is incorrect entry of the home Wi-Fi password. To ensure it is correct, go into your device's setting's, 'forget' your Wi-Fi, and then re-connect your device to your home network using the password you have to hand. This ensures it is the most up to date version and all the characters are being entered correctly.

When entering your network password, press the 'Show password' option to ensure the characters being entered are a match. Certain characters can look similar, so take care that 'O', '0', 'I', and '1' are not mixed up.

The Dyson 360 Heurist™ has been optimised to operate on both a 2.4 GHz and a 5 GHz Wi-Fi network.

WEP

Check that your Wi-Fi connection is not set to WEP, as Dyson products will not connect to a WEP configured network. This information can be found in your router settings, or by contacting your network provider. Please change this setting before proceeding with the connection journey. Dyson Machines only connect to WPA or WPA2 networks, most modern routers will have these settings. We recommend WPA2 as it is the most secure encryption.

Have your app and robot now set up successfully?

Apologies. We can't help you online.

But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Before proceeding with further checks, please ensure your device (e.g. iPhone or android) has a stable 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. Please ensure you have sufficient space on your device for the app.

  • We strongly recommend downloading the latest version of the Dyson Link app to improve your connection and user experience
  • If you are having problems logging in, please check the email and password combination you are using is correct (use the 'forgotten password' link to send a new password to reset your account).
  • If the problems are persisting, please uninstall and then reinstall the app, and try logging in again.

Have you now successfully set up the app?

Adding a second user

When adding a second user, at the end of the connection journey you will be asked if you are the robots new owner. Please select 'No, I'm just using it'.

You will be able to easily control, schedule, and monitor your robot but without affecting the registered user.

Please select the next step

User selection

Removing and or resetting the robot has different affect for the each user.

Please select the appropriate option

Remove robot

This will permanently remove the robot from the Dyson Link app. For you and all other connected users.

Remove and reset robot

This will permanently remove the robot from the Dyson Link app. For you and all other connected users. This will also restore all of the default factory settings.

Remove robot

This will permanently remove the robot from the Dyson Link app. It will still be available for other users and will retain schedule and Wi-Fi settings.

Remove and reset robot

This will permanently remove the robot from the Dyson Link app. It will still be available for other users and will retain schedule and Wi-Fi settings. Other users will need to reconnect to start using it again.

Connection points

If you are having issues whilst completing the connection journey for a first or second user, please select 'Struggling to connect'. If you are seeing a grey robot in the lobby of your app once you have connected, please select 'In the lobby'.

At what point are you having problems with the connection?

Router proximity

Check that your router is close enough to your robot and the signal is strong enough. You can do this by standing next to your robot and checking the signal strength on your device. If it isn't strong, move your router and robot closer together.

Moving your router to a high place, such as a shelf or the landing can help. If you live in an older building or somewhere with thick walls, you may need to place your router and robot in very close proximity.

Powercycle

If positioning your router and robot closer together has not helped, you can try powercycling your robot.

Turn your robot off at the wall and leave for 10 minutes, then turn it back on.

Has your connection improved?

Connection problems

If you are struggling to connect your robot and the Dyson Link app, please work through the below checks before preceding.

Wi-Fi

The Wi-Fi network you are connecting your robot to is your home Wi-Fi network, not a public network or belonging to another Dyson product. If you are not sure, go into your device's settings and select the Wi-Fi option.

A common issue is incorrect entry of the home Wi-Fi password. To ensure it is correct, go into your device's setting's, 'forget' your Wi-Fi, and then sign back in using the password you have to hand. This ensures it is the most up to date version and all the characters are being entered correctly.

Ensure you have a constant and stable Wi-Fi connection, you remain in proximity to your router and the robot, and the power supply to both remains stable.

When entering your network password, press the 'Show password' option to ensure the characters being entered are a match. Certain characters can look similar, so take care that 'O', '0', 'I', and '1' are not mixed up.

WEP

Check that your Wi-Fi connection is not set to WEP, as Dyson products will not connect to a WEP configured network. This information can be found in your router settings, or by contacting your network provider. Please change this setting before proceeding with the connection journey. Dyson Machines only connect to WPA or WPA2 networks, most modern routers will have these settings. We recommend WPA2 as it is the most secure encryption.

Bluetooth issues

If you are having issues at the Bluetooth stage of the connection process, this may be due to the strength of the Bluetooth signal your device is emitting.

Please remove any covers, cases, holders, or cards from your device before beginning the connection process. This means there is nothing blocking the Bluetooth signal from your device.

Bluetooth must be turned on at all times for the connection process to work. To check Bluetooth is turned on, either swipe down from the top of your devices screen and press the Bluetooth icon, or from the main menu, go into 'settings', then select Bluetooth and turn it to on.

Proximity to machine

When holding your device next to your robot to securely pair, touch your phone directly to the left of the information screen and hold it in place for a few seconds.

Manual connection code

If you are unable to pair by holding your device, you can enter a code manually to identify your machine instead. This eight digit numerical code will be underneath the removable filters, and on your user guide.

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 ensure when trying to reconnect your robot that it is turned on and Wi-Fi is enabled and working.

Test your Wi-Fi connection by opening a browser window in your device to check that you have a working internet connection. If not, please check your router and home connection and fix your Wi-Fi connection before checking the robot's connection to your app again.

The robot appearing offline may be due to a weak Wi-Fi connection. Please ensure your router and charging dock with your robot are in close proximity to each other. If you are trying to clean rooms that are too far away from your router, you may have to manually move the robot to clean without connected capacity.

To do this, simply place plug the charging dock into the room you want to clean, place the robot on the dock, and press the power button. The robot will then clean your room and return to its dock once completed to charge.

If the robot begins cleaning from a dock placed in an area with Wi-Fi and during its clean moves into an out of range area, this should not cause a problem to the clean. The robot will return to the dock once the clean is completed . However please be aware that if the robot goes out of Wi-Fi range during the clean, you will not be able to remotely control it with the Dyson Link app.

You can power cycle the robot to reset the Wi-Fi. To do this, place the robot on the charging dock, ensuring the battery light illuminates when the robot is on the dock.

Lift the robot off the dock for 10 seconds, then place back on the dock and refresh the Dyson Link app.

Has this resolved the problem?

Disable, enable and reset Wi-Fi

Your robot is automatically set to periodically send out a Wi-Fi signal that can be picked up as a local network (also called ‘Wi-Fi’ mode). If desired this mode can be switched ‘OFF’, ‘ON’ again or ‘reset’ by following the instructions below:

Download the ‘disable’, ‘enable’ or ‘reset’ Wi-Fi software from the Dyson website on to a USB stick without renaming it. The USB stick must have at least 256MB of free space and must have no other files or folders on it.

The USB stick must be unencrypted and formatted to FAT32 or MS-DOS (FAT).

Please Note: For some web browsers, the file may be displayed in the browser instead of prompting you to download it. If this happens, select ‘File’ then ‘Save As’ (or equivalent steps for your specific browser) to save the file on to your USB.

Remove the post-filter from the robot and insert the USB stick into the USB port on the back of the machine.

Place the robot on a powered dock and ensure it is charging. Press the power button for 10 seconds until a blue ring of animated lights start to appear, then release the button. The software will automatically switch WiFi mode 'ON'.

The software will automatically switch ‘OFF’, ‘ON’ or ‘reset’ Wi-Fi mode (appropriate to the file downloaded)

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. The robot is now ready to use as normal

Please select whether you would like to disable, enable, or reset your Wi-Fi

Please click the Wi-Fi disable file

Please Note: For some web browsers, the file may be displayed in the browser instead of prompting you to download it. If this happens, select ‘File’ then ‘Save As’ (or equivalent steps for your specific browser) to save the file on to your USB

Please click the Wi-Fi enable file

Please Note: For some web browsers, the file may be displayed in the browser instead of prompting you to download it. If this happens, select ‘File’ then ‘Save As’ (or equivalent steps for your specific browser) to save the file on to your USB

Please click the Wi-Fi reset file

This will erase all home network configurations from the robot.

Please Note: For some web browsers, the file may be displayed in the browser instead of prompting you to download it. If this happens, select ‘File’ then ‘Save As’ (or equivalent steps for your specific browser) to save the file on to your USB.

If you reset your WiFi settings, you will need to use the Dyson Link app to reconnect your robot to your home network.

To create the map quickly and efficiently, your robot will explore your home with the vacuum switched off. Please allow the robot to explore uninterrupted.

If the robot is interrupted, encounters an obstacle or becomes stuck, you will need to restart the mapping process.

So that the robot can map the whole home, we ask that you ensure there is a clear path for it to navigating.

Remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

Once your robot has finished and returned to the dock, you will be able to view the generated map and any other exsisting maps by visiting the app lobby.

Has a map now been generated?

Are you able to view existing maps in the lobby?

This can be caused by a connection issue. If the robot is offline or the app has trouble connecting to the robot, it will show in the lobby as greyed out.

If you are seeing a grey robot in the lobby of your app, please select 'In the lobby' on the next step.

If you are having issues connecting to the app, please select 'Struggling to connect'.

At what point are you having problems with the connection?

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

Navigation

So that the robot can map the whole home, there needs to be a clear path for it to navigating.

If the robot is interrupted, encounters an obstacle or becomes stuck, you will need to restart the mapping process.

If the robot couldn’t access or detect entry into a certain area, it will not appear on the map.

Preparing the home

To ensure that there isn’t an issue with the robot navigating around the home, we ask that you remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

For support in preparing your home, please view the step on how to prepare each room.

Has this resolved the problem?

Preparing the room

Remove thin rugs or loose items that your robot may suck up.

Tidy obstacles such as shoe laces or thin cables that may become entangled in the brush bar.

Clean any liquid spills or sharp items that may cause damage to your robot.

Ensure there are no items such as bags or shoes within 10cm of any drops in the room.

Has this resolved the problem?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Areas no longer appearing on the map or areas which have been removed can be the result of several factors. Please check the following;

Location or environment change

If the dock has recently been moved or a change in layout has occurred within the home, your robot will need to remap the space.

Navigation

If the robot couldn’t access or detect entry into a certain area, it will not appear on the map. So that the robot can map the whole home, we ask that you ensure there is a clear path for it to navigating.

New area

The robot may have discovered a new or previously blocked area, which has yet to be zoned. Existing and new un-zoned maps should be removed.

If you would like to zone this new area for future cleaning, please assign it a location.

Preparing the home

If there is an obstacle in the path of the robot or it becomes stuck whilst navigating.

To ensure that there isn’t an issue with the robot navigating around the home, we ask that you remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

For support in preparing your home, please view the step on how to prepare each room.

Has this resolved the problem?

Areas which are no longer appearing on the map or have been newly discovered will not have a power mode set against them.

If an areas is no longer appearing on the map or areas which have been removed, this can be the result of several factors. Please check the following;

Location or environment change

If the dock has recently been moved or a change in layout has occurred within the home, your robot will need to remap the space.

Navigation

If the robot couldn’t access or detect entry into a certain area, it will not appear on the map. So that the robot can map the whole home, we ask that you ensure there is a clear path for it to navigating.

New area

The robot may have discovered a new or previously blocked area, which has yet to be zoned. Existing and new un-zoned maps should be removed.

If you would like to zone this new area for future cleaning, please assign it a location.

Preparing the home

If there is an obstacle in the path of the robot or it becomes stuck whilst navigating.

To ensure that there isn’t an issue with the robot navigating around the home, we ask that you remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

For support in preparing your home, please view the step on how to prepare each room.

Has this resolved the problem?

Cleaning duration

The clean duration is an estimate only and will vary depending on the following factors;

Power mode

The specific power mode per zone can either increase the estimated time or decrease it.

For example, MAX mode will offer a faster clean, but if the space is to large to complete off of one charge, the robot will need to return to the dock.

It is recommended you select the lowest power mode when creating a zone. This will offer an overall quicker cleaning time, especially in larger spaces.

Recharge rate


Subject to the power mode selected and the space that robot is vacuuming, there may be a need for 1 or more recharges. Each recharge will add addition time over that previously estimated.

Navigation issues

The robot may become stuck in an enclosed space, narrow area or upon an object. This includes underneath furniture, entering or exiting rooms with confined doorways, threshold strip between rooms or object not removed when preparing the vacuuming space.

To ensure that there isn’t an issue with the robot navigating around the home, we ask that you remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

For support in preparing your home, please view the step on how to prepare each room.

Has this resolved the problem?

How to add a machine to the Dyson Link App

On the app's main menu simply select 'Add machine'.

Please note. You will need to be connected to a Wi-Fi network and you will need your Dyson machine's Wi-Fi information. We will guide you on how to find this, as you connect your machine.

Please select the appropriate option

The Dyson Link app helps you get the very best from your Dyson machine. With our connective features, you can activate, schedule and track your machine, weather you are at home or away.

By connecting to your Dyson robot vacuum, you can:

Control, activate or pause your robot, remotely.

Schedule and track cleans.

Switch between MAX and Quiet modes, mid-clean.

Explore where your robot's cleaned, with activity maps.

Receive software updates and access product guides.

Quiet

For quieter cleaning and longer run time.

High

For powerful cleaning.

Max

For maximum suction.

How to remove a machine from the Dyson Link app

Navigate to your machine's menu by selecting the cog icon on your machine's status screen.

Select 'Your machine's settings'.

Each machine has a 'Remove section'; here you will find further information.

Changing the user

The new user will need to complete the connection journey on their device and when asked 'Are you the machine's new owner?', they will need to select 'Yes, I own this machine'.

Please note. You will need to be connected to a Wi-Fi network and you will need your Dyson machine's Wi-Fi information. We will guide you on how to find this, as you connect your machine.

Creating your first map

This option allows you to create a map of your home, which will enable you to define zoning for further cleaning sessions.

Defining zones

Once you have successfully separated the map into zones, you will be able to define the areas and apply a label to each of them. For example, Kitchen, Bedroom, Living room.

Mapping your home

To create the map quickly and efficiently, your robot will explore your home with the vacuum switched off. Please allow the robot to explore uninterrupted.

If the robot is interrupted, encounters an obstacle or becomes stuck, you will need to restart the mapping process.

Preparing your home

So that the robot can map the whole home, we ask that you ensure there is a clear path for it to navigating.

Remove any loose objects from the area you'd like to be mapped and check that all internal doors are open while the machine is active.

Mapping results

Once your robot has finished and returned to the dock, you will be able to view the map and divide it into separate zones.

Doorways and narrow openings are a good place to start. Using the dock location is a good way to orientate your map.

Using zones

When on the home screen, it will display a list of zones you have previously specified.

By selecting one or more, you can instruct your machine to begin cleaning.

The app home screen will tell you the location in which the machine is cleaning and the estimated time of completion.

To best suit your home’s layout, you have the option to configure the power mode. This is done from the home screen or when creating a schedule.

Have you been able to successfully set up zoning using your app?

Preparing the room

Remove thin rugs or loose items that your robot may suck up.

Tidy obstacles such as shoe laces or thin cables that may become entangled in the brush bar.

Clean any liquid spills or sharp items that may cause damage to your robot.

Ensure there are no items such as bags or shoes within 10cm of any drops in the room.

Has this resolved the problem?

Please select the appropriate option

The noise of the motor can vary depending on which power mode is active.

Quiet

For quieter cleaning and longer run time.

High

For powerful cleaning.

Max

For maximum suction.

Has checking the power mode resolved the problem?

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?

Check the brush bar and tracks

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

Image showing how to remove the bin.

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.

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Image showing the base of the robot with the brush bar housing highlighted in red.

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine.

Image showing the robot.

Has checking the brushbar resolved the problem?

Replacement part required

If one of these parts is broken, this issue could be resolved by ordering a replacement for both.

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 bin and cyclone

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

Image showing how to remove the bin.

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.

Image showing the cyclone with cleaning instructions.

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

Image showing the robot cyclone.

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

Image showing the robot with the bin removed.

Rebuild and test the machine.

Image showing the robot.

Has checking the bin and cyclone resolved the problem?

Wash the filters

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

Image showing how to remove the bin.

Pull the pre filter out from behind the bin.

Image showing the robot with the bin removed and the prefilter removed.

Press in and hold the filter release button and slide out the post filter cover by pressing in the red catches.

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.

Image showing how to wash the filters.

Allow to dry naturally for a minimum of 24 hours.

Image showing two filters drying and a 24 hour clock.

Has washing the filters resolved the problem?

Check the brush bar

Please follow the steps in the video.

Check the brushbar and tracks

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

Image showing how to remove the bin.

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

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

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Image showing the base of the robot with the brush bar housing highlighted in red.

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine.

Image showing the robot.

Has checking the brush bar resolved the problem?

Check the bin and cyclone

Please follow the steps in the video.

Has checking the bin and cyclone resolved the problem?

WARNING: It is important that you do not get any part of the cyclone or bin assembly damp or wet.

Check the bin and cyclone

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

Image showing how to remove the bin.

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.

Image showing the cyclone with cleaning instructions.

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

Image showing the robot cyclone.

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

Image showing the robot with the bin removed.

Rebuild and test the machine.

Image showing the robot.

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?

WARNING: It is important that you do not get any part of the cyclone or bin assembly damp or wet.

Wash the filters

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

Image showing how to remove the bin.

Pull the pre filter out from behind the bin.

Image showing the robot with the bin removed and the prefilter removed.

Press in and hold the filter release button and slide out the post filter cover by pressing in the red catches.

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.

Image showing how to wash the filters.

Allow to dry naturally for a minimum of 24 hours.

Image showing two filters drying and a 24 hour clock.

Has washing the filters resolved the problem?

Please ensure the dock is set up correctly and that the power is switched on at the socket. Your robot will also need to be powered on and placed on the charger.

Please select the appropriate option

Does the machine display any lights?

Types of machine lights

Please select the appropriate light to learn more about it.

The ring light changes depending on the status of the machine.

The blue ring light indicates that the machine is working as expected.

The ring light flashing orange without any other status light indicates that the machine needs Dyson support. Please contact us for further guidance.

Check the bin and cyclone

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

Image showing how to remove the bin.

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.

Image showing the cyclone with cleaning instructions.

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

Image showing the robot cyclone.

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

Image showing the robot with the bin removed.

Rebuild and test the machine.

Image showing the robot.

Has checking the bin and cyclone resolved the problem?

Wash the filters

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

Image showing how to remove the bin.

Pull the pre filter out from behind the bin.

Image showing the robot with the bin removed and the prefilter removed.

Press in and hold the filter release button and slide out the post filter cover by pressing in the red catches.

Allow to dry naturally for a minimum of 24 hours.

Image showing two filters drying and a 24 hour clock.

Has washing the filters resolved the problem?

Battery light

The battery light indicates the battery level of the robot.

The battery light is split up into three sections to display the battery level.

When charging, the battery light pulses into the sections which aren't solid blue.

Is the machine working as expected?

Charging the machine

Place your robot on the dock with the clear bin facing the wall.

The battery light will indicate that your robot is charging.

Has charging the machine resolved the problem?

Check the brush bar and tracks

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

Image showing how to remove the bin.

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.

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Image showing the base of the robot with the brush bar housing highlighted in red.

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine

Image showing the robot.

Has checking the brush bar resolved the problem?

Connectivity

Shows you when Dyson 360 Heurist™ robot vacuum is connected to Wi-Fi.

A pulsing Wi-Fi light symbol is shown when the robot is ready to connect to a network.

A solid Wi-Fi light symbol is shown when the robot is connected to a network.

Is the machine connecting as expected?

Connection points

If you are having issues whilst completing the connection journey for a first or second user, please select 'Struggling to connect'. If you are seeing a grey house in the lobby of your app once you have connected, please select 'In the lobby'.

At what point are you having problems with the connection?

Return to dock

This indicates your robot is returning to its dock to recharge.

Clean stopped

This indicates your robot is unable to complete its clean. Return your robot to its dock and start the next clean as normal.

If the issue still persists, please relocate the dock and continue to monitor the situation.

Dock placement

The robot cleans in 5x5m grids, centred on the dock. The machine will clean each 5x5m section before moving on to the next.

Position the dock against a wall at least 50cm from any furniture or other objects.

The machine must have a clear view of the room from the dock. Do not position it under a table, house plant or other overhanging object.

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?

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.

Image showing the robot moving towards the dock.

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

Image showing how to remove the bin.

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

Image showing the robot placed on a cushion, upside down.

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

Image showing the docking station with the contacts highlighted.

Has cleaning the contacts resolved the problem?

Dock issue

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

Are the lights on the dock showing?

LED Light is too bright or not bright enough

The robot cleans using a vision system and implements LED lighting: so that it can operate successfully.

Your robot senses low light areas and uses its ring of LED lights to selectively illuminate those areas, helping it to navigate.

It is normal for the illumination to change in brightness depending on the lighting conditions.

Keep the ring of LED lights clean by regularly cleaning with a soft, dry, lint free cloth.

If the robot is still not navigating successfully in the dark, this could be caused by uneven lighting transitions,

Please: close any curtains or blinds to prevent uneven lighting transitions, while ensuring there is fluid lighting throughout.

Is the machine working as expected?

The main features that can cause a robot to get lost are:

When there are an insufficient amount of features in a room (empty corridor for example).

When it goes underneath furniture so that it can’t recognise where it is in the room.

When you pick up the robot and put it down where it hasn’t been before, it will get lost as it hasn’t been there before.

If you pause it to pick it up and clean the brush bar or empty the bin for example, you should always put it back where you first picked it up or where it has cleaned previously – however it would still need to re-localise when you do this and this can take a short period of time.

When it gets lost it will try and re-localise by starting a grid pattern again in an attempt to re-localise. If it fails, it’ll keep doing a random bounce cleaning pattern until you stop it or it runs out of battery.

To help ensure the robot does not become lost in the future, please view the guide to cleaning the sensors and the step on how to prepare the room.

Please select the appropriate option

Clean the sensors

Check your infra-red sensors, lens and LED lights regularly. Use a soft, dry, lint free cloth to wipe all over the robot and especially the infra-red sensors, lens and LED lights.

WARNING: Do not use cleaning fluids, liquids or sprays of any kind.

Has cleaning the sensors resolved the problem?

Preparing the room

Remove thin rugs or loose items that your robot may suck up.

Tidy obstacles such as shoe laces or thin cables that may become entangled in the brush bar.

Clean any liquid spills or sharp items that may cause damage to your robot.

Ensure there are no items such as bags or shoes within 10cm of any drops in the room.

Has this resolved the problem?

Clean/Pause

Press the button to start a clean or pause your robot.

To power off, press and hold the button until the lights go out.

Is the machine working as expected?

WARNING: Removal of the battery whilst the machine is on may cause irreparable damage.

Replacing the battery

Before following the instructions below, please turn off your robot by pressing and holding the power button down until the lights go off.

Once the lights have gone out, immediately release the power button and wait for 30 seconds before following these steps.

Press in the filter release button, slide the filter cover up and remove the filter.

Use a phillips screwdriver to undo the battery screw.

Re-insert battery and screw in place and ensure completely secure.

Replace the post filter and post filter cover.

Retest the machine.

Has checking the battery resolved the problem?

Restart the machine

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

Image showing the robot being placed on the docking station.

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.

Image showing the robot on the dock and the power button on the robot being pressed.

Has placing the machine on the dock resolved the problem?

Status ring

The status ring indicates your robot's status.

During a clean, the status ring will be blue.

Software upgrade

When the status ring is blue and animated, your robot is upgrading its software.

Please wait until the lights go out and start a clean as normal.

Please select the appropriate option

Flashing orange status ring

Please ensure that the machine is working on the latest software version.

Restart the clean and continue to monitor the situation. Should it persist, please relocate the dock.

If the robot's status ring is still flashing orange after this, your robot may not be working as expected and you may need further support.

Is the machine working as expected?

Orange status ring

When the status ring is orange, the robot needs your attention. The lights inside the orange status ring will help to troubleshoot the issue.

Please click the Lights option and select the appropriate light to start troubleshooting.

If there isn't a light within the amber ring, please select Orange ring with no alert.

Please select the appropriate option

Types of machine lights

Please select the appropriate light to learn more about it.

The ring light changes depending on the status of the machine.

Check the brush bar and tracks

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

Image showing how to remove the bin.

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.

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Image showing the base of the robot with the brush bar housing highlighted in red.

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine

Image showing the robot.

Has checking the tracks resolved the problem?

Robot Behavior:

The robot may appear to navigate randomly before powering down, stop cleaning altogether or return to the dock without completing a clean or sending a notification through the app.

This can be caused by a combination of the robot becoming lost, a change in ambient lighting, the sensors needing to be cleaned or the room not being prepared correctly. Each of which will need to be checked.

Restart the clean and continue to monitor the situation. Should it persist, please relocate the dock.

Change in ambient lighting

The robot uses very sensitive drop sensors when navigating. These sensors will occasionally detect sudden changes in colour of brightness as a drop, which can prevent the robot from navigating certain areas.

Please: close any curtains or blinds to prevent uneven lighting transitions.

Is the machine now working as expected?

The main features that can cause a robot to get lost are:

When there are an insufficient amount of features in a room (empty corridor for example).

When it goes underneath furniture so that it can’t recognise where it is in the room.

When you pick up the robot and put it down where it hasn’t been before, it will get lost as it hasn’t been there before.

If you pause it to pick it up and clean the brush bar or empty the bin for example, you should always put it back where you first picked it up or where it has cleaned previously – however it would still need to re-localise when you do this and this can take a short period of time.

When it gets lost it will try and re-localise by starting a grid pattern again in an attempt to re-localise. If it fails, it’ll keep doing a random bounce cleaning pattern until you stop it or it runs out of battery.

To help ensure the robot does not become lost in the future, please view the guide to cleaning the sensors and the step on how to prepare the room.

Please select the appropriate option

Set up the charger

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

Image showing the correct way to set up the docking station.

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

The battery light pulsing indicates that the machine is charging.

The battery light will be completely blue 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?

Check the charging dock and contacts

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

Image showing how to remove the bin.

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

Image showing the robot placed on a cushion, upside down.

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?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

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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.

Is the machine working as expected?

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 behaviour.

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

Image showing the robot moving towards the dock.

Is the machine working as expected?

Please select the appropriate option

Apologies. We can't help you online.

But our Customer Support Team will be able to solve your problem. Call us on 1-877-397-6622

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.

But our Customer Support Team will be able to solve your problem.

Call us on 1-877-397-6622

How would you rate our online support?

1/5 Poor

2/5 Average

3/5 Good

4/5 Very Good

5/5 Excellent

Is the robot running on the latest software version?

Update 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 lights fading in/out 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.

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.

Update via USB

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

Please note. 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 and 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 blue ring of animated lights start to appear.

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.

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.

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.

Enable WiFi

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.

Image showing the location of the USB port, with the post filter and casing removed.

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

Press the power button for 10 seconds until a blue ring of animated lights start to appear, then release the button. The software will automatically switch WiFi mode 'ON'.

Once complete the robot will turn off.

Remove the USB and replace the filter and filter cover.

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.

Dock station checks

Check that the dock targets are not obstructed and the dock is placed on a solid flat surface.

Be careful that the cable is wound round the plug and that neither part is obstructing the black and white targets.

Image showing the correct way to set up the docking station.

Ensure that the targets are folded out fully, at 90o to the floor and parallel to the wall.

It is possible that direct sunlight can dazzle the robot so position the dock away from any windows.

Move the location of the dock to another room or to another location along the wall in the same room.

360° camera

Ensure that the sensors and camera are not obstructed, clean and undamaged.

Image showing the robot sensors highlighted.

Starting location

WARNING: Do not move the dock once a cleaning session has begun.

Image showing a  floorplan of how the robot cleans.

The robot must be started on a powered dock if you wish for it to return to the dock.

Image showing the robot on the dock and the power button on the robot being pressed.

WARNING: Do not pick up or interfere with the robot during a cleaning session.

If you need to empty the bin, pause the robot and remove the bin without lifting it off the floor.

Replace the bin and un-pause the machine so that it can continue the cleaning session.

Has checking the dock resolved the problem?

The machine cannot find the dock

This can be caused by the following:

  1. Battery critically low
  2. Lost
  3. Software crash
  4. Machine has attempted to dock and is unable to

Place the machine back on the charging dock.

Image showing the robot being placed on the dock.

The area does not have sufficient lighting to navigate

The robot cleans using a vision system and implements LED lighting: so that it can operate successfully.

Your robot senses low light areas and uses its ring of LED lights to selectively illuminate those areas, helping it to navigate.

It is normal for the illumination to change in brightness depending on the lighting conditions.

Keep the ring of LED lights clean by regularly cleaning with a soft, dry, lint free cloth.

If the robot is still not navigating successfully in the dark, this could be caused by uneven lighting transitions,

Please: close any curtains or blinds to prevent uneven lighting transitions, while ensuring there is fluid lighting throughout.

Is the machine now working as expected?

Obstacles

Obstacles, such as bags, shoes etc. in the vicinity of steps might cause the sensors to not detect the drop. Tidy obstacles within 10cm of the edge of step.

Where there is a downward ramp, rug or raised flooring leading to a step down, the robot will not be able to determine the height of the drop as it is tilted forward and may fall down the step.

The robot does not have sensors in the back, however the only time that the robot reverses any significant distance is when starting from the dock, so do not place your dock within 50cm of a step.

The sensors need to be cleaned in order for the robot to detect drops successfully.

Please select the appropriate option

Your robot has infra-red distance sensors to detect obstacles and avoid them.

The sensors are best suited to avoiding large obstacles, such as walls and large furniture. Tall, thin obstacles, such as chair or table legs are occasionally not detected. Shiny or clear surfaces such as metallic bins, chrome chair legs, mirrors, glass and windows can also fail to be detected. Black walls may not be detected if there is not adequate lighting.

In each case the robot relies on a sensitive bump detection system that avoids damage to your belongings when the robot does make contact with them.

To ensure the robot is able to detect furniture, view the guide to cleaning the sensors and the step on how to prepare the room.

Please select the appropriate option

Robot Behavior:

The robot may appear to navigate randomly before powering down, stop cleaning altogether or return to the dock without completing a clean or sending a notification through the app.

This can be caused by a combination of the robot becoming lost, a change in ambient lighting, the sensors needing to be cleaned or the room not being prepared correctly. Each of which will need to be checked.

Restart the clean and continue to monitor the situation. Should it persist, please relocate the dock.

Initiate a spot clean

To begin a spot clean cleaning cycle, place the robot away from the dock, in the area you wish it to clean and press the start button on the animated display.

The robot will following a gridded cleaning pattern until it either runs out of available space or until the battery is low. The robot will then return to the start position and shut down.

WARNING: An insufficient battery charge may result in a partial cleaning cycle. Please ensure the machine is full charged before removing the robot from the dock.

Please select the appropriate option

Obstacles or objects

The robot may become stuck in an enclosed space, narrow area or upon an object. This includes underneath furniture, entering or exiting rooms with confined doorways, threshold strip between rooms or object not removed when preparing the vacuuming space.

To help ensure the robot does not become stuck in the future, please view the guide to cleaning the sensors and the step on how to prepare the room.

Please select the appropriate option

Types of machine lights

Please select the appropriate light to learn more about it.

The ring light changes depending on the status of the machine.

The blue ring light indicates that the machine is working as expected.

The ring light flashing orange without any other status light indicates that the machine needs Dyson support. Please contact us for further guidance.

Check the brushbar and tracks

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

Image showing how to remove the bin.

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

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

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine.

Image showing the robot.

Has checking the brush bar resolved the problem?

Preparing the room

Remove thin rugs or loose items that your robot may suck up.

Tidy obstacles such as shoe laces or thin cables that may become entangled in the brush bar.

Clean any liquid spills or sharp items that may cause damage to your robot.

Ensure there are no items such as bags or shoes within 10cm of any drops in the room.

When the robot detects that it is stuck it will attempt to intelligently recover, if this fails it will usually stop cleaning with a tracks fault (tracks status light) which is recoverable by the user.

Reset the machine.

Has resetting the machine resolved the problem?

Check the brushbar and tracks

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

Image showing how to remove the bin.

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

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

Image showing removing the brush bar and removing debris.

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

Image showing the robot placed upside down, resting on a cushion.

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

Image showing the base of the robot with the brush bar housing highlighted in red.

Check the brushbar and end cap for damage.

Image showing the brush bar.

Rebuild and test the machine.

Image showing the robot.

Has checking the tracks resolved the problem?

You can power cycle the robot to reset the Wi-Fi. To do this, place the robot on the charging dock, ensuring the battery light illuminates when the robot is on the dock.

Lift the robot off the dock for 30 seconds, then place back on the dock and refresh the Dyson Link app.

Has this resolved the problem?

This video is a quick guide to getting started with your Dyson 360 Heurist™.

Is there anything else we can help you with?

We're glad the problem's been solved.

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

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Serial number and passcode location

The serial number and 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).
The serial number is listed if you view all devices connected to your network through your router settings on your PC, phone or tablet.

The serial number can also be found in the app if you have registered it.

Is there anything else we can help you with?

User guide

The user guide is available from the link above.

Is there anything else we can help you with?

Set up the charger.

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

Image showing the correct way to set up the docking station.

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

Image showing the docking station.

The charger will fit in either side of the dock.

Image showing the cable being plugged into the dock.

Ensure no objects are within 50 cm (20 inches) of the charging dock.

Place the machine on the dock.

Image showing the robot being placed on the dock.

The battery light pulsing indicates that the machine is charging.

The battery light will be completely blue when the battery is fully charged.

If the battery runs low during a clean, the robot will return to its dock to recharge.Once fully charged, it will resume the clean.

You must start the machine on the dock for automatic charging to occur. If you start the machine away from the dock, the machine will not automatically return to the dock to charge.

Is there anything else we can help you with?

Automatic recharge

Press the button to clean all accessible areas.

Your robot will return to the dock to recharge when the battery is low.

Once recharged, your robot will automatically continue its clean.

Is there anything else we can help you with?

Single charge

To clean a specific area, start your robot away from the dock.

Press the button to clean all accessible areas.

Image showing the power button on the top of the robot being pressed.

Your robot will clean all the accessible space it can reach on a single charge.

Your robot will not recharge when the battery is low, but return to its starting point and switch 'OFF'.

Is there anything else we can help you with?

Preparing the room

Remove thin rugs or loose items that your robot may suck up.

Tidy obstacles such as shoe laces or thin cables that may become entangled in the brush bar.

Clean any liquid spills or sharp items that may cause damage to your robot.

Ensure there are no items such as bags or shoes within 10cm of any drops in the room.

Is there anything else we can help you with?

Know your robot - the top.

Power button.

USB port (behind the postfilter).

Cyclone release catch.

Unique 360o vision system.

Sensors.

Finger hold.

Infra red LED.

Cyclone and clear bin.

For more information, please select an area

Know your robot - The base

Carbon fibre brushbar.

Charging contacts.

Tracks.

Is there anything else we can help you with?

Know your robot - the dock and charger.

Charger

Power socket

'Power on' indicator

Charging contacts

Is there anything else we can help you with?

Know your robot - The filters

Pre filter

Post filter

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How the robot navigates

The robot cleans using a vision system and implements LED lighting: so that it can operate successfully in dark conditions.

The robot drives out 1m into the room with the brushbar turned off.

The robot then cleans in 5mx5m grids, centred on the dock. The machine will clean each 5mx5m section before moving on to the next.

It will work around any obstacles in each section until all of the floorsplace has been covered before returning to the dock.

Please note. If you start the machine off the dock, the first grid will be created using the starting point as the centre of the first grid. This will also be the end point of the cleaning session.

Image showing a  floorplan of how the robot cleans.

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Taking your machine out of the country of origin

We’ll do everything we can to help if you decide to take your machine abroad, but we don’t recommend it for the following reasons:

  1. The machine has only been tested to comply with the safety regulations of the country of origin
  2. Some countries run a different electricity supply.
  3. Different plugs are used in different countries, and Dyson advise against using a transformer or plug adaptor.
  4. We believe it’s important to offer excellent aftersales support. Not all Dyson territories are able to support all the product ranges, and may not be able to supply parts or repair these products.

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Power button

To switch ‘ON’, press the power button until the blue lights come on.

To pause and unpause during a clean, press the power button.

    • When the robot is paused, the animated display will pulse.

To switch ‘OFF’, press the button until the lights go out.

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Robot

Image showing the robot.

Dock

Image showing the docking station.

Charger

Image showing the power cable and plug.

Instruction pack

Image showing the cover of the 'How to use your robot' instruction manual.

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WARNING: It is important that you do not get any part of the cyclone or bin assembly damp or wet.

Clean the bin and cyclone

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

Image showing how to remove the bin.

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

Image showing how to empty the bin.

Clean the shroud using a dry cloth or soft brush.

Image showing the cyclone with cleaning instructions.

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

Image showing the robot cyclone.

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

Image showing the robot with the bin removed.

WARNING: It is important that you do not get any part of the cyclone or bin assembly damp or wet.

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Cleaning the sensors

Check all sensor covers and the navigational camera for dirt, fingerprints or smears.

WARNING: Wipe with a soft, dry, microfibre cloth to clean. Do not use cleaning fluids, liquids or sprays of any kind.

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Emptying the bin video

Please follow the steps in the video.

Empty the bin during a clean

If the bin needs to be emptied mid-clean, press the power button first to pause the machine. Do not lift the machine off the floor as this will disrupt the mapping process.

Image showing the power button on the top of the robot being pressed.

Make sure that the clear bin is emptied before each use and as soon as the dirt reaches the level of the MAX mark – do not overfill.

Image showing the bin on the robot being full.

Press the cyclone pack release button and remove the bin.

Image showing how to remove the bin.

Lift the cyclone out of the clear bin and empty out the contents

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Empty the bin during a clean

If the bin needs to be emptied mid-clean, press the power button first to pause the machine. Do not lift the machine off the floor as this will disrupt the mapping process.

Image showing the power button on the top of the robot being pressed.

Make sure that the clear bin is emptied before each use and as soon as the dirt reaches the level of the MAX mark – do not overfill.

Image showing the bin on the robot being full.

Press the cyclone pack release button and remove the bin.

Image showing how to remove the bin.

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

Image showing how to empty the bin.

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Washing the filters video

Please follow the steps in the video.

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Wash the filters

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