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FAQs

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Company

When and where was ONSON founded?

Onson was founded in 2015 in Shenzhen, China.

What products does ONSON sell?

Previously, Onson sold small home appliances, like humidifiers and mini projectors. Now Onson focuses on one-stop household cleaning solutions, providing cordless vacuum and robot vacuum.

What is the relationship between ONSON and GOOVI?

GOOVI is a brand that makes vacuum cleaners, and they collaborate with ONSON to make the co-brand GOOVI by ONSON vacuums.

PRODUCT & WARRANTY

ROBOT VACUUM

D380

What to do if the Robot Vacuum cannot return or find the charging dock?

a) Please make sure the charging stand is turned on.
b) Please make sure that there are no obstacles within 0.5m on the left and right sides and 1.5m in front of the charging stand, and there are no reflective objects around.
c) Please make sure that you will not be blocked by any virtual boundary when you return to the charging dock, and you should delete the virtual boundary as needed.
d) If it is moved while cleaning or returning to the charging dock, it may not be able to grasp its location on the map, and cannot return to the charging dock according to the planned path. In this case, it is necessary to search for the charging dock, resulting in return time elongated.

Why doesn't the roller brush and/or side brush rotate when cleaning?

The roller brush and/or side brush may be entangled with hair or debris.


a) Close it and turn it over.
b) Press down the two mounting components on the roller brush cover to remove the roller brush. Remove the roller brush. Use a cleaning tool to cut and remove the hair entangled on the roller brush. The roller brush can be cleaned with water, but it must be completely dry before reinstalling.
c) Remove the side brush. Wipe the side brush and side brush slot with a dry cloth, and then reinstall.

What to do if I accidentally suck liquid?

Please close now. Remove the dust box, filter material and roller brush, wait until completely dry before reinstalling.
If it cannot function normally after taking these steps, please contact customer service.

Can it mopping on the floor with stagnant water?

Don't mop the floor on the floor with excessive water. Excessive water accumulation on the floor may cause water to enter the main unit and cause damage.

What to do when it gets stuck under the furniture and cannot be cleaned?

a) Please place the geomagnetic strip in the forbidden area so that it will not enter the designated area during cleaning.
b) Use spacers to raise the sofa or furniture so that it can pass smoothly during cleaning.

How to solve obstacles such as furniture?

It has an active obstacle detection system to help avoid touching furniture, walls and home furnishings. The anti-collision sensor is built into the host. After the sensor detects the obstacle, it sends a signal to its "brain" to slow down the movement speed, change the direction, and select a new cleaning path. If the object is very close to the ground, it may first touch the object with a mechanical anti-collision board before turning.

How to solve the undetected height drop such as stairs?

The anti-drop sensor may be too dirty.
Use a cleaning tool to wipe the anti-drop sensor to maintain its normal operation.
If the problem persists, please contact customer service

How to reset the host?

1. Please turn on the power switch
2. Please press the reset button for more than 6 seconds until the sound comes out.

Can it work on dark or black surfaces?

It may not work on dark or black surfaces.
The infrared rays of the anti-drop sensor may be absorbed by certain dark or black surfaces, and such areas are regarded as edges or stairs. When encountering such a surface, it may move away from the surface. There is currently no adjustment method to correct this behavior.

TIPS: Please keep the anti-drop sensor clean, and do not block the anti-drop sensor, otherwise unsafe operating conditions may occur.

Why does it move in circles or backwards after starting?

a) The anti-drop sensor at the bottom may be covered with dust.
b) Use the attached cleaning tool to wipe the anti-drop sensor to maintain its normal operation.
c) There may be hair or debris around the drive wheel.
d) Use the attached cleaning tool to clean the drive wheel, cut and remove the entangled hair/debris.
e) Anti-collision board may be stuck. Press each side of the anti-collision board to see if it automatically rebounds.

If the problem persists, please contact ECOVACS customer service.

F007C

What to do if the Robot Vacuum cannot return or find the charging dock?

a) Please make sure the charging stand is turned on.
b) Please make sure that there are no obstacles within 0.5m on the left and right sides and 1.5m in front of the charging stand, and there are no reflective objects around.
c) Please make sure that you will not be blocked by any virtual boundary when you return to the charging dock, and you should delete the virtual boundary as needed.
d) If it is moved while cleaning or returning to the charging dock, it may not be able to grasp its location on the map, and cannot return to the charging dock according to the planned path. In this case, it is necessary to search for the charging dock, resulting in return time elongated.

Why not perform the scheduled work?

Don't mop the floor on the floor with excessive water. Excessive water accumulation on the floor may cause water to enter the main unit and cause damage.

How to solve when it is entangled and cannot be cleaned?

a) During cleaning, the driving wheel, roller brush or side brush may be entangled with cables or other tiny objects on the ground. Therefore, please arrange these objects beforehand to ensure that the cleaning process can proceed smoothly.
b) As for cables or other objects that cannot be arranged, please put the geomagnetic strip in the isolation area, it will not enter the virtual boundary for cleaning.

Why does dust spill when I move it manually

If dust is spilled during manual movement, the dust box may be full. The dust box should be emptied regularly for best results. When moving it manually, please lift the main unit with both hands and tilt the end marked slightly upwards to prevent dust from spilling.

When move it to another place and make it work again, why does it repeat the cleaning of the area that has already been cleaned?

If it is operating on a scheduled cleaning route, when you move it to a new location or switch the cleaning route, a new cleaning cycle will start.

How to solve the remote control not working?

a) Check whether the remote control has power (if there is no power, please replace the battery).
b) Check if there is electricity (if there is no electricity, please charge manually)
c) Check whether the remote control is within the sensing range (the upper limit of the remote control distance is 5 meters).
d) Check if there is any interference nearby (if there is, please remove it)
e) Check whether the signal transmitter and receiver are dirty (wipe the transmitter on the remote control and the receiver on the machine).

Can it be placed in the charging dock for a long time?

Yes. After the battery is fully charged, the battery management system will reduce the power to trickle charge, so it will not overcharge. We recommend that you continue to place it in the charging dock and turn on its power so that you can clean it at any time.

How to solve the problem that the charging station cannot be connected to charge?

a) Check whether the charging pole piece of the charging stand is inclined backward. If yes, please contact the service center.
b) Check whether the charging pole piece of the host computer and the charging pole piece of the charging stand are oxidized. If so, please clean it or contact our service center.

Why does it sometimes stop and spin around during the cleaning process and then continue cleaning?

During the cleaning process, the machine will immediately locate and explore the path in order to complete the cleaning more perfectly. Therefore, it is normal for the machine to spin briefly in place during cleaning.

When on the charging stand, the machine prompts that it cannot be charged.

Please confirm whether the power switch of the host is turned on, and the host switch is located under the panel.

How to remove the hair on the roller brush?

For floors with a large amount of hair, it is recommended that you use vacuum accessories for cleaning, and roller brush accessories are recommended for floors with less hair. The structure of the roller brush has been optimized for better performance when cleaning hair. The bristles of the roller brush can be easily removed to clean the tangled hair.

Can it clean the accumulated water on the kitchen or bathroom floor?

Cannot be used to clean stagnant water. If liquid gets inside, it may cause damage.

Why does the roller brush stop rotating after a period of use?

Please check if there is anything blocking or entangled on the installation parts of the roller brush accessory.
Remove the roller brush accessory from the product, clean it with a small cleaning tool, rinse it under the tap, and install it after it is dry

Will collision with furniture cause the furniture to be destroyed?

No, it is equipped with two collision prevention and protection functions, including infrared proximity sensor and protective anti-collision board.
If you encounter an unexpected collision, please check whether there are objects that cause light reflections or dark colors in the collision area.

Why some areas are missed during cleaning?

It is recommended to set to start cleaning from the charging stand, and not to move during cleaning. This allows it to build a complete home map and avoid missing any areas.


a) If the floor area in your home is very large and the product cannot clean all areas with a single charge, please turn on the "Continue Cleaning" function. When the product is half-cleaned, the battery is low, and it will return to the charging dock. After being fully charged, return to the uncleaned area to continue cleaning.
b) If the cleaning area is only a little wider than this product, this product may be difficult or impossible to enter because the place is too narrow. To clean up these missing areas in particular, you can try the "Custom Cleaning" function of the app.
c) Do not stand on doorways, corridors or other narrow walkways for a long time. Otherwise, the product may treat you as an obstacle and not clean these areas.
d) Check whether there is a relatively high threshold (above 16 mm) at the doorway of the uncleaned area. This product cannot climb these areas. Please help this product to climb this kind of threshold.
e) Check whether there are soft carpets/mats, wires, shoes, slippers or other obstacles at the door of the uncleaned area. This product may not be able to enter these areas because AIVI has considered these objects as obstacles. Please remove all such objects.
f) If none of the above methods solve the problem, please reset the map and move the charging stand to another room or move it to another wall and place it against it. Then let the product start cleaning from the charging stand. (For example: after this product left the charging stand, it was cleaned in east-west direction. After the charging stand moved, it was cleaned in north-south direction.
g) If the problem still cannot be solved, you may wish to turn off the AI ​​function in the app and set the product to start cleaning from the charging dock again.

How to solve the problem that the host will soon run out of battery power and return to the charging dock?

a) It is recommended to fully charge the host before you use it for the first time to ensure that it is fully charged (check the battery level in the App).
b) If it is used daily, we recommend leaving the host on the charging stand.
c) If the host will not be used for a long time, we recommend turning it off. The close switch of the main unit is located under the cover of this product.
d) If your home has a large space, it is recommended that you turn on the continue cleaning function in the App

Will it be damaged if it is charged for too long?

No, once it is fully charged, it will enter sleep mode without overcharging. Do not let children play with it as a toy.
When you restart the host, first press the Auto button to wake it up, and then continue other operations.

Why does the side brush rotate slowly or not at all when cleaning?

a) When the battery power is too low, it will automatically switch to the "return to charging stand" mode. When in the "return to charging stand" mode, the main unit will stop cleaning and begin to find a way back to the charging stand, and the rotation of the side brush will slow down. Once the battery returns to normal power, the host can start cleaning again.
b) Something is entangled on the side brush, making it unable to work, please check and clean up the debris.
c) The side brush is not installed correctly. Remove the side brush and reinstall it.

If the problem persists, please contact customer service

What to do if I accidentally suck liquid?

Please close now. Remove the dust box, filter material and roller brush, wait until completely dry before reinstalling.
If it cannot function normally after taking these steps, please contact customer service.

Why does it become louder and stop cleaning after a period of cleaning?

a) Take out and empty the dust box.
b) Check and clean the roller brush (including any hair that may be entangled in the bearings at both ends of the roller brush).
c) Check and clean the side brush.
d) Clean or replace the filter material.

Why doesn't the roller brush and/or side brush rotate when cleaning?

The roller brush and/or side brush may be entangled with hair or debris.
a) Close it and turn it over.
b) Press down the two mounting components on the roller brush cover to remove the roller brush. Remove the roller brush. Use a cleaning tool to cut and remove the hair entangled on the roller brush. The roller brush can be cleaned with water, but it must be completely dry before reinstalling.
c) Remove the side brush. Wipe the side brush and side brush slot with a dry cloth, and then reinstall

What to do if the Robot Vacuum cannot return or find the charging dock?

a) Please make sure the charging stand is turned on.
b) Please make sure that there are no obstacles within 0.5m on the left and right sides and 1.5m in front of the charging stand, and there are no reflective objects around.
c) Please make sure that you will not be blocked by any virtual boundary when you return to the charging dock, and you should delete the virtual boundary as needed.
d) If it is moved while cleaning or returning to the charging dock, it may not be able to grasp its location on the map, and cannot return to the charging dock according to the planned path. In this case, it is necessary to search for the charging dock, resulting in return time elongated.

F007

Why does it become louder and stop cleaning after a period of cleaning?

a) Take out and empty the dust box.
b) Check and clean the roller brush (including any hair that may be entangled in the bearings at both ends of the roller brush).
c) Check and clean the side brush.
d) Clean or replace the filter material.

Why does the side brush rotate slowly or not at all when cleaning?

a) When the battery power is too low, it will automatically switch to the "return to charging stand" mode. When in the "return to charging stand" mode, the main unit will stop cleaning and begin to find a way back to the charging stand, and the rotation of the side brush will slow down. Once the battery returns to normal power, the host can start cleaning again.
b) Something is entangled on the side brush, making it unable to work, please check and clean up the debris.
c) The side brush is not installed correctly. Remove the side brush and reinstall it.

If the problem persists, please contact customer service

Will it be damaged if it is charged for too long?

No, once it is fully charged, it will enter sleep mode without overcharging. Do not let children play with it as a toy.
When you restart the host, first press the Auto button to wake it up, and then continue other operations.

How to solve the problem that the host will soon run out of battery power and return to the charging dock?

a) It is recommended to fully charge the host before you use it for the first time to ensure that it is fully charged (check the battery level in the App).
b) If it is used daily, we recommend leaving the host on the charging stand.
c) If the host will not be used for a long time, we recommend turning it off. The close switch of the main unit is located under the cover of this product.
d) If your home has a large space, it is recommended that you turn on the continue cleaning function in the App

Why some areas are missed during cleaning?

It is recommended to set to start cleaning from the charging stand, and not to move during cleaning. This allows it to build a complete home map and avoid missing any areas.
a) If the floor area in your home is very large and the product cannot clean all areas with a single charge, please turn on the "Continue Cleaning" function. When the product is half-cleaned, the battery is low, and it will return to the charging dock. After being fully charged, return to the uncleaned area to continue cleaning.
b) If the cleaning area is only a little wider than this product, this product may be difficult or impossible to enter because the place is too narrow. To clean up these missing areas in particular, you can try the "Custom Cleaning" function of the app.
c) Do not stand on doorways, corridors or other narrow walkways for a long time. Otherwise, the product may treat you as an obstacle and not clean these areas.
d) Check whether there is a relatively high threshold (above 16 mm) at the doorway of the uncleaned area. This product cannot climb these areas. Please help this product to climb this kind of threshold.
e) Check whether there are soft carpets/mats, wires, shoes, slippers or other obstacles at the door of the uncleaned area. This product may not be able to enter these areas because AIVI has considered these objects as obstacles. Please remove all such objects.
f) If none of the above methods solve the problem, please reset the map and move the charging stand to another room or move it to another wall and place it against it. Then let the product start cleaning from the charging stand. (For example: after this product left the charging stand, it was cleaned in east-west direction. After the charging stand moved, it was cleaned in north-south direction.
g) If the problem still cannot be solved, you may wish to turn off the AI ​​function in the app and set the product to start cleaning from the charging dock again.

Will collision with furniture cause the furniture to be destroyed?

No, it is equipped with two collision prevention and protection functions, including infrared proximity sensor and protective anti-collision board.
If you encounter an unexpected collision, please check whether there are objects that cause light reflections or dark colors in the collision area.

Why does the roller brush stop rotating after a period of use?

Please check if there is anything blocking or entangled on the installation parts of the roller brush accessory.
Remove the roller brush accessory from the product, clean it with a small cleaning tool, rinse it under the tap, and install it after it is dry.

Can it clean the accumulated water on the kitchen or bathroom floor?

Cannot be used to clean stagnant water. If liquid gets inside, it may cause damage.

How to remove the hair on the roller brush?

For floors with a large amount of hair, it is recommended that you use vacuum accessories for cleaning, and roller brush accessories are recommended for floors with less hair. The structure of the roller brush has been optimized for better performance when cleaning hair. The bristles of the roller brush can be easily removed to clean the tangled hair.

When on the charging stand, the machine prompts that it cannot be charged.

Please confirm whether the power switch of the host is turned on, and the host switch is located under the panel.

J10C

Why does it sometimes stop and spin around during the cleaning process and then continue cleaning?

During the cleaning process, the machine will immediately locate and explore the path in order to complete the cleaning more perfectly. Therefore, it is normal for the machine to spin briefly in place during cleaning.

How to solve the problem that the charging station cannot be connected to charge?

a) Check whether the charging pole piece of the charging stand is inclined backward. If yes, please contact the service center.
b) Check whether the charging pole piece of the host computer and the charging pole piece of the charging stand are oxidized. If so, please clean it or contact our service center.

Can it be placed in the charging dock for a long time?

Yes. After the battery is fully charged, the battery management system will reduce the power to trickle charge, so it will not overcharge. We recommend that you continue to place it in the charging dock and turn on its power so that you can clean it at any time.

How to solve the remote control not working?

a) Check whether the remote control has power (if there is no power, please replace the battery).
b) Check if there is electricity (if there is no electricity, please charge manually)
c) Check whether the remote control is within the sensing range (the upper limit of the remote control distance is 5 meters).
d) Check if there is any interference nearby (if there is, please remove it)
e) Check whether the signal transmitter and receiver are dirty (wipe the transmitter on the remote control and the receiver on the machine).

When move it to another place and make it work again, why does it repeat the cleaning of the area that has already been cleaned?

If it is operating on a scheduled cleaning route, when you move it to a new location or switch the cleaning route, a new cleaning cycle will start.

Why does dust spill when I move it manually?

If dust is spilled during manual movement, the dust box may be full. The dust box should be emptied regularly for best results. When moving it manually, please lift the main unit with both hands and tilt the end marked slightly upwards to prevent dust from spilling.

How to solve when it is entangled and cannot be cleaned?

a) During cleaning, the driving wheel, roller brush or side brush may be entangled with cables or other tiny objects on the ground. Therefore, please arrange these objects beforehand to ensure that the cleaning process can proceed smoothly.
b) As for cables or other objects that cannot be arranged, please put the geomagnetic strip in the isolation area, it will not enter the virtual boundary for cleaning.

Why not perform the scheduled work?

a) Please check whether you have turned on the "Do Not Disturb" mode. In this mode, the scheduled work will not be executed.
b) Please check whether it is turned on.
c) Please check whether it is in a state of insufficient power. In this state, the device will not start the scheduled work.
d) Please check whether it is in the "invalid" state. In this state, the device will not start the scheduled work.

How to solve the problem that the noise during cleaning is louder than usual?

1. This is because the dust box is full, the suction port is blocked, or the roller brush/side brush is entangled with dust and debris.
2. In order to maintain the best cleaning performance, regular maintenance is very important
3. Turn off the power switch.
4. Remove and empty the dust box, and then reinstall the dust box.
5. Turn over the host. Remove and clean the roller brush. Reinstall the roller brush.
6. Remove the side brush. Wipe the side brush and side brush slot with a dry cloth, and then reinstall.

If the problem persists, please contact customer service.

Why does it move in circles or backwards after starting?

a) The anti-drop sensor at the bottom may be covered with dust.
b) Use the attached cleaning tool to wipe the anti-drop sensor to maintain its normal operation.
c) There may be hair or debris around the drive wheel.
d) Use the attached cleaning tool to clean the drive wheel, cut and remove the entangled hair/debris.
e) Anti-collision board may be stuck. Press each side of the anti-collision board to see if it automatically rebounds.

If the problem persists, please contact customer service.

VACUUM CLEANER

EV696

1. How long does the battery need to be charged? 

Cordless vacuum cleaner of model EV696 need to be charged fully about 4-5 hours.

2. Does this cordless vacuum have to be attached to the wall bracket for charging?

The wall mount and the charger of cordless vacuum cleaner can be disassembled.

3. Does need to keep pressing the button on/off switch when use ?

Just press the switch once, Needn't to keep pressing it.

4. Does the wireless vacuum cleaner can suck a small amount of cat litter?

When suck small particulate trash,please modulate High Gear.

5. Can the wireless vacuum cleaner be charged all the time ?

Yes. Automatic cut of control is there! But don't doing it all time for fear of damage the battery.

6. Is it easy to clean the hair on the roller brush?

This vacuum cleaner is equipped with a small cleaning brush that can remove hair quickly.

7. How to clean the filter of this vacuum? 

(1) Take it off from Vacuum Cleaner first;
(2) Then you can wash it and dried fully ;
(3) Finally put it into vacuum cleaner.

8. How long does the filter need to be replaced ? And how to order the filter ?

It depends on the dirt extent ,if you need filters ,please feel free to contact Customer Service team via email.

9. Does the vacuum cleaner can be cleaned wet place?

It dependson the wet extent , if it'stoo wet , can't clean .Otherwise burn out the main motor.

10. Does the battery can be removed to charge ?

Yes, it can do that and so convenient.

EV696最大

1. Does the battery have a display screen?

Yes, it has , you can feel free to check the battery consumption.

2. What's the suction and power of the cordless vacuum cleaner ?

It's suction is 6Kpa-21Kpa, and power is 200W

3. Does the battery can be removed to charge ? 

Yes, it can be removed.

4. Is there a warranty time? How long is the warranty time?

Yes, it has one year warranty for vacuum cleaner quality problem.

5. Besides hard floors,is it suitable for carpets or others?

It also suit for sofa gaps, room gaps, stairs, ceilings, curtains, cars, etc.

6. The vacuum has stop working after use 2 times, what can do that next ?

(1) Check if the roller brush and bearing is stuck , then clean it;
(2) Check if the battery is charged.

EV696 Pro

1. How long the vacuum cleaner can be used ?

The cordless vacuum provide up to 55 minutes of running time in 6Kpa standard mode, 21 minutes in 13 Kpa, 11 minutes in 20Kpa.

2. What is the suction power of this cordless vacuum cleaner ?

It's suction has 6Kpa-20Kpa.

3. Does this vacuum cleaner aluminum tube can be changed ?

Yes, it's upgraded,the aluminum tube can be adjusted and change the height.

4. What are the accessories of the cordless vacuum cleaner ?

It has an extra 2-in-1 vacuum dusting brush, small brush tool, charging adapter, a filter and a "V" shape roller brush.

5. How long does this cordless vacuum take to charge fully ?

It will take about 4-5 hours to charge fully.

6. What's the suction and power of the cordless vacuum cleaner ?

Please clean the vacuum vleaner with soft and dry cloth so that don't be burn it out.

7. How to clean the hair on roller brush bearing ?

(1) Remove the roller brush from vacuum first;
(2) Then cut the hair with scissors;
(3) Finally clean the roller brush and bearing.

8. Is it suitable for carpets or others ?

Yes, it's suitable , besides, it also suit for sofa gaps, room gaps, stairs, ceilings, curtains, cars, etc.

9. If the accessories have broken , can be replaced for free ?

If it's under warranty , we can provide the part for free.

10. Does have to use the original charger for charging? Can other chargers be used?

If the specifications of other chargers are the same as the original ones, they can be used instead.

A10 Pro

1. What's the difference between the ONSON D18E and A10PRO ?

The A10PRO wireless vacuum cleaner is a very cost-effective product that we launched. It adopts 80,000RPM high-speed brushless motor and upgraded brush head. It also adds an air outlet filter system.

2. Does have to hold the power switch on the whole time ?

You needn't have to hold it. Just turn it on and it's gonna working. If u need more powerfu suction then press the Speed control button one more time.

3. How is the suction power?

It's 7Kpa-20Kpa.

4. How long does it take to charge fully ?

It will take about 4-5 hours to charge fully.

5. How deep is the dust cup and how much garbage can it hold ?

800ML large-capacity dust cup can hold 150 square meters of garbage . Release your hands and empty the dust cup easily .

6. Does the roller brush head has the wheel ?

Yes, it's the upgraded roller brush head ,also saves you the trouble of changing the roller brush back and forth

7. Two suction power mode,how long it last ? So how to choose this two suction mode for different surfaces and environment ?

The suction power is still very good Max mode 20Kpa for 12mins,standard mode 7 Kpa for 30 mins,You can choose to use 20 Kpa to clean carpets or heavier trash, while 7 Kpa, you can clean hardwood floors, tiles.

8. How heavy is the cordless vacuum cleaner ?

It's 1.4kg lightweight , it's so light.

9. What is the voltage ?

It's 220 volt.

10. Is there an installation video ?

Yes, we can provide the video to you , if need , you can feel free to contact Customer Service via email.

RETURNS & EXCHANGES

What is your shipping policy and return policy?

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  • customer@onson.shop