This is not a seamless experience for the user. Need better firmware/software. Making your customers ‘guess’ the solution like creates a friction-filled experience for your customers.
We are very sorry to hear about your recent experience with your robot. To best assist you with this, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 10 a.m.- 7 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
We are sorry to hear that you are not happy. To best assist you please private message us with your name, model number, phone number and email address. You can private message us at facebook.com/SharkCleaning.
This is a VERY unfriendly connection operation and has several bugs. I have on many occasions taken 4 hours out of my day to connect our robot up to the app. The connectivity of the robot to the wI-fi is horrible and I still cannot figure out what I did correctly when it works. Yes, I have re-downloaded the app, rebooted everything, and made sure all connections are great. There is no rhyme nor reason as to why it drops off the network other than a faulty network card in the unit itself. The robot sits 15 feet away from the router. We are very displeased with a robot that when it does work, does a great job. (I bought the RV_1000A for my wife for Xmas and now we will probably get rid of it and go for an IRobot model)
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it.
What I’d like to see in these videos is how to reconnect to wifi after router changes/replacement etc. Your app does not provide help with any wifi issues/settings for the Shark yet there’s a very simple way on how to do it without losing any of your previous settings. “Add a new Robot” and name it exactly the same name as previous.” Not sure if it’s a flaw in the app but it works and saves us a lot of time.
We're sincerely sorry to hear about this situation, we will do our best to help you out. Due to the lack of privacy on this platform, we kindly invite you to contact us via chat spr.ly/6053Pd8Yz or social media, so we can assist you.
Finally got my Wifi to work with Shark after about 8 hours of pulling my hair out. This is 100% how I made it work on my Android. I made it work by downloading the Sharkclean app on a Apple phone and following the instructions to connect to my WiFi. Once the connection was established with the Apple phone I then logged into the Sharkclean app on my Android and then was able communicate with the Shark Device through my Android. The steps taken to connect to my WiFi were basically the same steps in both Apple & Android only Apple was able to successfully connect while Android never would. So very extremely frustrating because it should take minutes to establish a connection not hours and should work on all operating systems. Shark please do better.
Thank you for reaching out! We're sorry to hear about this situation with your app connectivity, and we will share your thoughts with the team in charge for future review of our app. If you require any further assistance, let us know and we will be more than happy to help you!
Thank you for reaching out, Geo! We're sincerely sorry to hear about this situation and we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
It was in 2008, i m in 2023 and with my Android i don t succeed in pairing it... Tell me i won t need an apple phone to do it ! WTF !!! I don t have it ! I have tried it for few hours today. For this price, it s not normal.
Found this video while researching connectivity issues. Got the vacuum (AI RV 2500 series)in July and it initially was working great! Loved it! Then about a month ago it began disconnecting itself everyday. We have the router close by along with google Wi-Fi mesh systems in nearly every room to maintain good Wi-Fi connectivity throughout my home. The Wi-Fi light on the computer is not lit up in red but according to the app it is disconnected. So everyday I have reboot the vacuum (press clean button for 10 seconds) then have to add a robot on the app to get it to work. I guess I need to call someone at shark.
We're very sorry to hear about your experience with your robot, Arlene. To best assist you with troubleshooting this, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6055Meum3, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I got the robot with dust Ben 3 years ago did the same thing it worked month later it keep disconnecting now can't get it to connect to the app I think it's their app it let me add a new robot but when I get to add your wifi in the list Below nothing shows up
I have the same problem, I did everything, it tells me all connected and when i openmy app it still says disconnected. Very frustrating🤦♀️🤷♀️😡I think I have to call Shark
WTF does everyone have to reach out to you for the same freaking issue? EVERYONE SAYS incorrect password when it is not. Tell us how to fix it here its Sunday at 6 pm you are not open
We are sorry to hear that you are experiencing an issue connecting the robot to WiFi. We are happy to assist you with this, Please reach out to our Robot specialists at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Make sure that if your modem has both 2.4 and 5.0 gHz bands you are only using 2.4 in the phone that has the app during the setup (after the robot is connected you can switch back to dual band. To enable/disable your bands, you have to type your gateway number in your browser.
Everything was fine until a couple of weeks ago. Now, even though NOTHING has changed, my app keeps saying "Can't Connect to Your Robot" even when the blue WiFi light is on on the robot. It plays this somber little tune three times a few minutes after I press clean and dock at the same time to connect. I'm ready to throw the thing across the room.
My family and I just received this robot for Christmas and it works great. The only thing is I’m having trouble connecting the robot to the wifi. I can connect to the robots wifi, but it won’t connect to my internet router. It just doesn’t work prohibiting me from controlling it via the app. I tried the trouble shooting tips, but it doesn’t want to compute. Any solutions or tips?
Hello Sean, thank you for reaching out to Shark. We are deeply sorry to learn your unit is no longer working properly. Please be sure we will do our best to assist you. To do so, we would appreciate if you could please provide us via DM on our Facebook page with the following information: - Phone number - Email address - Physical Address - Model Number - Retailer Name - Date of purchase - Serial Number We hope to hear from you soon.
Having the same problems. After a month or so of working properly it has suddenly stopped connecting to my wifi. Numerous attempts on my own have failed to reestablish a wifi connection. 3 calls to shark customer service have also failed to resolve the problem. Completely exasperated, think twice about getting a Shark robot vacuum!
Got one the other day. Same issue. Pathetic app connects to the robot wifi but when I put the network password in the app just spins forever. It never connects. I have turned off my 5ghz band, reset the vacuum, reset the network, rebooted my phone, uninstalled the app. Nothing fixes it. It just spins.
@@saddad6601 Same exact experience for me. Have tried all of the steps as well with no luck. For now we're stuck with manually pressing the button before we leave, but half of the features involve using the app, so it's not very "smart" right now.
How about a little help on how to CHANGE the wifi on an existing Shark IQ? I replaced my router and the wifi has a new name and password but your app won't let me change any settings or delete the existing bot settings because it's not on wifi. I can't factory reset, I can't change wifi settings, I just can't do anything. I've registered my product several times in the app but your web page still shows I have no registered device and I've had it for almost a year. I reset the app but when I log back in it just imports the same settings again from your servers that say I don't even own a device. Your app leaves a lot to be desired in some areas. This should not be difficult and I can't believe it's never come up before.
Hi Hannover, thanks for reaching out to Shark®. We're sincerely sorry to hear that you are having difficulties connecting your Robot to the Wi-Fi. Rest assured that we will provide you with the most accurate resolution to your situation. Due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. 1/2
We are open Monday to Friday 9ET to 7ET and Saturday 9 ET to 6 ET., by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly. We hope to hear from you soon. -Valentina 2/2
We're sorry to hear that you're having trouble with your connection. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
My Shark worked fine for the past 3ish months, and now can't connect all of the sudden. None of the reboot steps are working, the phone app seems to have lost its mind, I can't even log into that with the account I've used all along- or create a new account. Seems to be a lot of issues since the most recent update. Hope this is resolved soon!
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, serial number, phone number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
We are sorry to hear about this issue. To best assist you please private message us with your name, serial number, model number, phone number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
I'm currently trying to set up my Shark vacuum with Wi-Fi. I have a degree in Information Technology, and can't even figure out why the vacuum is not connecting. The app is stuck on "Completing Connection." Shark team - I have a lot of IoT devices in my home and all of them allow you to select a network from a list in the app. PLEASE IMPROVE THIS EXPERIENCE. This is awful!!!
Hi, thanks for reaching out! We're sincerely sorry to hear about this situation with the app and we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
Just bought it a week ago and have been working on connecting to 2.4 GHZ wifi and it kept saying incorrect password. I know it’s the right password.. putting it on top while connecting actually worked. Everyone needs to see this lol
BTW: The app has different questions than your video (Maybe it got updated). There are no AV units to select (I got the AV752 model) but I selected the RV750 series model. Holding the Max & Dock did the trick for wifi connections. Thanks. I was getting so frustrated. You'd think Shark would put all the models in their app.
Hello! Thank you very much for your valuable feedback. We do appreciate it. We will most definitely pass along your feedback to our product team for them to look into. If you ever have any questions/concerns you can always reach out to us directly via DM on one of our social media platforms such as Instagram, Twitter, or Facebook.
I keep getting an incorrect password error and I know I'm entering the right password because I have 10+ other devices that all connect fine with it. I've tried everything like 20X now. I did all the other steps restarting the router, the device, the app, the phone etc. I'm starting to think this is just garbage and I should return it.
We are sorry to hear about this issue. To best assist you can you please private message us with your name, phone number, email address, and model number. Please private message us at facebook.com/SharkCleaning
@@ElJefeTYM I will give them 24 hours then if it is not fixed I will be returning the robot since I just bought it a few days ago. Oh and I will be returning the one I bought a week ago as well. I bought two since they seemed to clean the floor very good after I got the first one.
Obviously this isnt an isolated incident, ours worked for 3 days and then stopped connecting to the internet, after doing resets and trying to connect over and over again we returned and got a new one, this has the same issues. Yall really need to figure out what's going on, seems like an app issue v
We are sorry to hear that you are having this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
My Shark has disconnected every day since we received it 6 days ago. We have a Netgear Orbi Mesh system. Between the constant connection issues and the robot's inability to map our house after 10-12 runs, we're considering returning it.
We are sorry to hear about this. To best assist you can your please private message us with your model number, customer number, email address, and name. Please private message us at facebook.com/SharkCleaning
We're sorry to hear you're experiencing an issue setting up your robot. To assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6051O7531, and then click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET. When you reach out, ensure you have your robot with you.
My robot keeps telling me to rebot with and error code 21. I do this and it still won't connect to the internet. It is like the app can't find my robot.
I FIGURED IT OUT!!!! Okay, so when you first try to set up the app, and it takes you to a screen where you select the Shark product to connect to, don't select your vacuum yet. You have to go into your wi-fi settings, select the robot (it's there), and then go back to the app and select the robot in the app. Then it will connect to the robot, and then you will be asked for your wi-fi credentials and it will connect to your wi-fi. If you enter your info wrong, you will most likely not get the screen again where you can select the robot, and you'll have to sign out of the app, force stop it, and turn the vacuum off for 10 seconds and back on in order to try it all again. So much fun, no?
Everything else connects to my WiFi router, except your vacuum. I've wasted hours troubleshooting. I've tried with an iPhone and Adroid device. Nothing works. Is there some secret handshake that calling your CS # will magically resolve your poor design?
Hi, thanks for reaching out to Shark. We're sincerely sorry to hear about this situation with your robot, and we would like to reassure you that we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I would like to see someone from the company do this set up in a really time video. It's a great vacuum but it has near worthless applications that cannot be set up. Next time I will look for the easiest set up and good quality.
We're very sorry to hear you're experiencing an issue with connecting your robot to the app, Daniel. We recommend that you refer to the self-help guide here to help troubleshoot the issue you’re experiencing: spr.ly/6052PbqfO.
Garbage device and app.. Nothing but hassles since the day I got this.. Map won't load leading to multiple resets and each time connecting to wifi is nightmarish experience.
Hi Anshul, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
@@cedricpomerleau5586 There should be some sort of notification in that case.. i had to reset the device and maps and if it it indeed a server issue the whole mapping exercise will again take 7 8 runs !
@@chesterchaz135 I don’t get how, but even after a reset and an app reinstall, I didn’t lose my map, it was still saved somewhere (in the vacuum itself ?).
Hi Cédric, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
I think this is the same model as I have. Do you have a "Max" button... if so, press "Dock" & "Max" instead of "Clean" ... The instructions were definitely wrong on mine and this worked for me... but don't get too excited as you likely won't be able to connect to your wifi after this.
I just started having this issue and I have reset the vacuum, app and when I get to the wireless process, the app says it fails yet on my wireless console, it shows the vacuum connected. I typed in the ip address of the vacuum and get a hello world message. I have location services on my phone turned on. What else can it be?
We're sorry to hear you're having trouble with your connection. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
Hi Kathy, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly. Kindest regards, Constanza
This is my third day with this robot. Moved my cheap deebot to the basement. This one worked for 2 days on the initial setup. Now I have no access to app. Had to reset password. Solid wifi signal, no connection. Rebooted every device in a square mile of my house. Tried deleted the old profile and adding a new one, (after my house was mapped and rooms named) Nothing. This thing is going back to Costco in a few days, and I am going to negative review it everywhere.
Hi Mastiff, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
In November 2021 we purchased a basic (dumb) IRobot for upstairs and the much more expensive Shark AI Robot self-empty vacuum (RV251UPM6/AV2501AE) for downstairs. In 14 months, the "dumb" robot which is located much farther from our router has not once lost a wi-fi connection. We switched routers today and it reconnected seamlessly. The Shark is a whole different story. It was a pain at the initial connection but worked fine for several months and then dropped the wi-fi connection. After re-booting multiple times we finally got it to work again (I still don't know what I did to make it work.), only to have it drop it's wi-fi connection again. We tried again and again and then tried customer support. That was even more frustrating than the unit itself. The unit works by manually pressing the clean and dock buttons but forget using your phone. When you click on settings on the app you just watch the little circle go round and round forever. We thought the new router might help. Nope. We uninstalled and re-installed the app thinking that might help. Nope again. It does clean okay with the original mapping, and empties fine, but you can't change anything and you can't use it's alleged wi-fi option. It doesn't help that the instructions reference things like the on/off button which the unit doesn't have. (I finally read a comment on line that you have to hold the clean button down for 10 seconds to turn it off .... no thanks to shark.) Based on numerous comments on line the wi-fi connection is a common problem. My 3-year warranty is worthless. Never a Shark again.
Hi Larry! We’re so sorry to hear about your experience with our Robot. We would love to look into this for you and find you the best possible solution if available. Please send us a private message on one of our social media platforms, such as Instagram, Facebook, or Twitter with the following details: Email address: Phone number: When & where was it purchased from? Name: Serial number:
@@SharkHomeI have 5 sharks that for no reason won't connect. Like others I have wasted so much time trying to reconnect to the wif-fi. These used to be the best robot vacuums, but now you are the work. Wasted SO MUCH TIME. STILL NOT WORKING WITH WIFI.
We are very sorry to hear that this is happening, Brandy. To assist you with this further, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Hi Cecile, thanks for reaching out to Shark. Please accept our most sincere apologies for the difficulties you might have experienced with your unit. Rest assured that our customers' satisfaction is our main priority, and we want to help you with this. For this reason, we would like to take a further look at this for you. To do so, could you please provide us via private message on Facebook, Twitter or Instagram with your phone number and email address, so we can review your most recent interaction with us? We hope to hear from you soon.
Funny how people are getting same error messages at the same time. Maybe you should do another update cuz I have none in my apple APPs update app. I did the reboot to everything and I had to just press the clean button on the vacuum Itself. But now it has to clean the whole house instead of just spot clean like I wanted. Cuz I can’t have that option right now of choosing what room to clean cuz this app is being ridiculous. And my internet is fine and working and it works great on my phone but can’t say the same about the shark app connecting to the vacuum. And I have a blue wifi icon that comes on and goes off and comes back on. I have no red icons. And now I can’t even get into my account. This is sharks problem. Not my vacuum or WiFi’s problem. I have Xfinity for crying out loud-the best internet there is. Sorry for my rant. And dint tell me to call cuz I doubt that would fix anything that I can redo from my end and dint tell me to message you on Facebook cuz I dont waste my time having stupid Facebook.
We are sorry to hear about this issue, Janel. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
We tried this and contacting the company about this matter and it still doesn't work. We were told they would be addressing the issue soon, but 2 weeks went by and still nothing. Not even a call like we were told we would get. This company is not user friendly nor is the products.
We're so sorry to hear about your experience, Aimee. We'd definitely like to look into this for you. Can you please send us a private message over on our Facebook page here spr.ly/6052OTTCe with your contact details, so we can locate your account?
Hi Brandon! We're very sorry to hear that you're having connection issues with your robot. If you require any additional assistance, please email us at cservices@sharkninja.com, and we'll be happy to look into this for you.
This is insanely unhelpful. You have to be joking that your only solution is to pretty much turn everything off and turn everything back on again. Tried setting it up multiple times, and it keeps telling me my wifi password is incorrect when it is correct. And yes I am trying to connect to the correct wifi name, and the network was both a 5ghz and a 2.4 ghz.
Hi Alan, thanks for reaching out! We're sincerely sorry to hear about this situation, we will do our best to help you out. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you.
I've tried everything. It won't go into discovery mode. I'm getting three flashing blue lights when I turn it on. Then try pushing and holding both clean and dock buttons but it just turns off.
We're sorry to hear that you're having trouble with your Robot. Please send us a private message with your model number and details of the issue on social media of your choice. Facebook - Shark Home US: spr.ly/6054cmLt4 X (Twitter) - Shark Home US: spr.ly/6055cmLtf Instagram - Shark Home US: spr.ly/6057cmLt7
I have now bought two shark vacuums this week because the first would kept saying the password is incorrect… it is not. I’ve redone my WiFi twice now creating different names and passwords and the vacuum wouldn’t connect. I thought it might be the vacuum, so I “upgraded” to a better model thinking surely this wouldn’t be an issue with the newest model… my robot is sitting on the floor just saying “incorrect wireless password”. I can’t spend another 4 hours trying to figure out these connection issues. Might also be returning a second shark vacuum and going with another brand.
Hi Jake, thank you for your message. We're sincerely sorry to hear about the difficulties you have encountered with your App, and we will certainly help you with this situation. To do so, could you please contact us via email, Instagram, Facebook or Twitter via private message?
I tried for months to get my RV700 Series 3 to connect to my home network. What I finally discovered is if I change the network to wpa/wpa2 instead of WPA2/WPA3 it will connect. So apparently WPA3 is an issue with the robot.
Hi Mike, We are sorry to hear about this experience with the conection of your unit. We will documented this case to the appropriate team so it can be taken into consideration for any future review of our options.
We're very sorry to hear that your Shark is flashing lights, and we kindly invite you to call our Customer Service Team at 1-888-228-5531 to assist you further. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
This is crazy!!! I’ve spent two days now, trying to connect my robot to the wifi!!! I’ve tried everything, I unplugged my wifi, erased and downloaded the app a few times, press the clean and dock button at the same time… I’ve watched every single video on RUclips, but still can not connect!! I have the best wifi you can pay for, so is not my wifi….. This shouldn’t be so stressful.
We're sorry to hear your robot isn't connecting to your Wi-Fi, Stefani. To assist you with troubleshooting this, please reach out to our phone support (800-798-7398) or chat team (spr.ly/6059zaR0H, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
We are sorry to hear about this. Please private message us with your name, model number, serial number, phone number and email address. You can private message us at facebook.com/SharkCleaning
Hi Kimble, we're sorry to hear you're having trouble connecting. Please reach out to us by private message on Facebook here: spr.ly/60563fFpo with your model information, and we'd be happy to help.
After hours of research and rebooting everything... I used my wife's iPhone and it worked immediately. I was then able to select the robot on my Android phone. Not sure if there is a security setting or another config issue. Anyway... This is one more thing to try as you troubleshoot.
Thanks for reaching out, Bruno! We are sincerely sorry to know that you have experienced difficulties with the app of your Shark IQ Robot in your area. We are afraid our robot app only works for Canada and the US, and we offer our apologies. For further information regarding our units overseas, we kindly invite you to contact our International Support Team via email at: internationalmarketsupport@sharkninja.com
This doesn't work. I can reconnect the WIFI but within a day it disconnects again. I have super strong WIFI and fiber service that delivers 500mb per second. I love my Shark robot vacuums but this is becoming a serious issue. Looks like I will be returning another Shark to best buy. It worked great for a couple months and then lots of problems. I get logged out of my account every time, the WIFI dissconnects all the time and the maps disappear. Please address these issues as lots of people have the same problem.
Hello. We’re so sorry to hear about your experience. We would love to learn more about it and have our team help you out and answer any question you may have. Please send us a private message on one of our social media platforms such as Instagram, Facebook or Twitter with the following details: - Serial number: - Phone number: - Email address: - Shipping address: - Date of purchase: - Where was it purchased?
We would like to inform you that the Shark IQ Robot™ can be used without Internet or Wi-Fi by pressing the buttons on the robot. With this said, without Internet and Wi-Fi you will not be able to set up a cleaning schedule or receive updates.
Thank you for reaching out to Shark. We are terribly sorry to hear yo are having an issue with your WiFi password. To better assist you, please contact our customer support at 1-888-228-553. We are open Monday to Friday, 9:00am - 9:00pm ET, as well as Saturday from 9:00am to 6:00pm ET. Please have your model with you when you call.
We are sorry to hear that the app is giving you issue. We are more than happy to assist you with this. To assist you with this please call us at 1-800-798-7398. We are available from 9:00AM ET to 9:00PM ET on Monday though Friday, and 9:00AM ET to 6:00PM ET on Saturday.
I’ve got two 1100s that are broken now simply because we purchased a new router. I’ve spent literally hours trying to get them set up. The app will not connect so how do you factory reset?? Really stupid. Wasted money. This experience has ruined the shark brand for me.
Don’t bother giving me a customer service phone number. I’ve tried to call 3 times and they never answer. Plus you have to be right there by your machine and you have to have an hour or more of your time. Only to not get anywhere.
None of this works. This is extremely frustrating for such an expensive purchase that I made less than a month ago. None of the wifi lights are on and it just won't find the wifi.
Hi Marc, Thank you for reaching out to Shark. We are sorry to hear that your Robot is not working. Rest assured we can certainly help you please PM your Phone number: Address: Email Address: Model number: Serial number: Date code (4 digits) Retailer name: Date of purchase: We hope to hear from you soon. Best regards, Melody
Thank you for reaching out to Shark. We are sorry to hear that you're experiencing an issue connecting to the App. To better assist you please, PM your Phone number: Address: Email Address: Model number: Serial number: Date code (4 digits) Retailer name: Date of purchase: We look forward to hearing from you!
We're so sorry to hear you're experiencing this issue. We would be more than happy to assist you. Please call our customer support at 1-855-427-5121. We're open Monday through Friday from 9 am - 9 pm EST and Saturday 9 am to 6 pm EST. Please have your model with you, so we can go through some steps.
I had this problem after switching my wifis name and password. Solution: Forget robot (not factory reset) Reconnect a new robot (same one) and that's the only way to re prompt for new wifi information. And it saved the mapping !
Thanks for posting this. Vacuum kept needing to reconnect to my wifi every week or so. Finally it stopped connecting and I got all sorts of errors like wrong password and check the dust cup! Could not reconnect until I did as you said. Opened the app, deleted the robot, and reconnected the robot as new one. Also had to put my Android phone directly on top of the vacuum as someone else said to do. Then it was finally reconnected. What a PIA!
Hi Matt! We're sorry to hear you're having problems with your Robot- we'd be happy to help! Can you please send us a PM over on our Facebook page with your model number? spr.ly/6058Kh4Tm
I just changed my router and now I can't get my 750 to pair with the new network. I've pushed down on the clean and dock button as instructed by the app to get the WiFi icon to flash but nothing. Also tried turning it off and on again. 😕
Hi Jane! We're so sorry to hear that you're having trouble connecting your Robot. We'd be happy to help! Can you please send us a private message over on our Facebook page (spr.ly/6054zNPnk) with the following information: - The model number of the unit - The serial number - MAC Address - App version - Apple/Android? - When/Where it was purchased - Your phone number and email address
I've been using the Shark IQ for 6 months or so, now suddenly it won't connect and immediately returns to dock. Seems to me, this is a Shark problem! There is no "connectivity" problem! This sounds a lot like the Ring runaround.
We're sorry to hear you're having trouble with the app. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
We're sorry to hear your robot isn't working as intended. To best assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6050OTaJi, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
My shark has been connected to the wifi and the app for over a year now. Yet now the app is making me re register my shark and re add my robot and saying I don't have an account. Robot is still connected to the internet and I've tried troubleshooting everything. Nothing is working because the app Is broken.
Hi, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-888-228-5531. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
We are very sorry to hear that this is happening. To best assist you with this, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
i had a similar problem, mine was connected to the app. then i switched wi-fi networks. the app could see the robot just not talk to it. the app tried to make me register the item. then it said i didn’t have an account. i called customer service for help. the had me reset everything. then i couldn’t connect at all. customer service put a call into a tech who would call me sometime in 24 to 48 hours. of coarse, i was at work when they called and not at home. i had gotten it to connect the night before so it was fine that their call was useless. except i went home to find the unit unable to connect. and can not connect again
I’m getting error 21. Turning off and on does not correct this error. What do I do? This is caused me to loose connection to wifi. So ic cannot reset. the unit won’t work at all now.
We are very sorry to hear that you are getting this error. We are happy to help you with this. Please reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
What do you do if when you open the app it goes to map review and all you can do is select delete or accept and no matter how many times you click accept it just pops back up with the same screen wanting you to delete or accept...
We're sorry to hear you're experiencing an issue with the app, Joe. To best assist you with this, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6059MUEv7, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Sooo...just got as a present and was excited to set up. After 1 hour of trying to set up the vacuum to WiFi and failing after power resets, phone restart, changing router settings, I am not wasting another minute on this thing. Model series RV700 😡
@@SharkHome I don't get it - why is the RV700 series on the app to select the type of vacuum to set up? Our model was specifically the RV754CA, there was no option for RV750 series or our model specifically, so I assumed the RV700 series covers my model as it is WiFi compatible. It even created its own network and connected to my phone quickly, just not our home WiFi
We apologize for any confusion on this, Mike. The RV754CA is Wi-Fi compatible. To assist you with getting is connected, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6052MkIgE, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I also am having trouble with my shark iq robot vacuum...it seems like it drops the wifi every couple of days... why ?? My router is 1 (one) foot from the docking station... all our phones and tablets are working fine.... all except the shark iq robot vacuum... hummmm it must not be very smary... I have spent hours trying to reconnect.... sometimes it connects and sometimes it doesn't (mostly it doesn't) gurr can you help me..??
Hi Leslie, thanks for reaching out! We're sincerely sorry to hear about this situation, and we can certainly help you resolve it! Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation. We'll be looking forward to hearing from you!
I give up. 45 minutes on the phone with Support when I brought my Shark home from Sam's Club only to have them walk me trough connecting the vacuum to my phone, putting in my wifi password and telling me to leave it alone for 48 hours (!) and it would connect and I would be contacted. 48 hours later, no connection, no contact. I'm sick of fighting with this; the device is connected to my wifi (I can see it as a connected device on my router's network map) but the app won't connect to it. So back into the box it goes and back to Sam's with it.
Hi Admiral. We’re so sorry to hear about your experience with the Shark Robot & our support team. This is unacceptable, and we would love to learn more about it. If you can, kindly send us a private message on any of our social media platforms such as Twitter, Instagram, or Facebook, with more details, that will be extremely helpful. Once again, we do apologize for this experience.
I just bought it went back to charging after about 10 minutes of use. The issue im having is in the app when I click map, it says "something went wrong" and doesnt load any map.
We are truly sorry to hear about your experience. To best assist you with this, please reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Hey there, in this case, we suggest contacting our Robot customer support at 1-888-228-5531, So the correct department can assist you with your request.
Hi, thanks for contacting Shark Cleaning. We will be glad to assist you. Our units can be registered only one time and the robot will only be connected to the account registered. Therefore, you can use only one account per robot.
Hello, Ryan. We're very sorry to hear that you're having charging issues with your Shark. Please reach out to us at 1-855-427-5127, and we will more than happy to help you.
I cant get pass sign in it says i have a already set up an acct and my password is wrong i never set it up and it want let me send a new password to my account the continued button want work ????
Hi Bernadette. We're sorry to hear that you're having issue to sign in with your new account in the Shark Clean app. We're happy to help you at any time. To solve this, please email us at cservices@Sharkninja.com
Hi Brandon, we'd be happy to assist. Please contact our Customer Care at 1-800-365-0135 Mon - Fri 9am - 9pm ET | Sat. 9am - 6pm ET or you can go to spr.ly/6053zyFbl, and then click the “Chat with us” button in the bottom right corner, during business hours.
Been having a problem with it connecting to wifi. The way I fixed it was that I uninstalled the app and redownloaded it and relogged in to the app. Everything seemed to work after that.
IF YOU HAVE AN ANDROID: Tried to connect for a week, nothing. Would connect to the wifi, even show up on connected devices on my wifi. Had to get a friend with an iPhone to come over and set it up for me. Once he set it up, I was able to connect just fine with my android.
@@SharkHome This would be a hint to have the software developers see what Android update has caused issues with the app functioning with the robot using logs and then fix it with an update to the app.... you know, that kind of thing.
Hey there, We do apologize for the inconveniences caused and will definitively document your sentiment about our procedures and forward your feedback to the appropriate team so it can be taken into consideration for any future review of our options.
Hi Stacy, thank you for reaching out to us! To better help you with your inquiry, please contact our quick-response eCare chat at spr.ly/6055PpcYD, and then click the "Chat with us" button in the bottom right corner.
I got a VR725 for Christmas and it was the worst frustrating experience ever. I could not connect to wifi. Horrible user experience. How can you ship a product that does not connect? Horrible! I returned it for another brand.
Hello Mike, thank you for reaching out to Shark. We are deeply sorry to learn your unit is no longer working properly. Please be sure we will do our best to assist you. To do so, we would appreciate if you could please provide us via private message on our Facebook page with the following information: - Phone number - Email address - Physical Address - Retailer Name - Date of purchase - Serial Number - Date code (4 digits) We hope to hear from you soon.
So connect Vacmop to an hidden SSID is something impossible ? All my $10 smart bulb can do it ! Come on Shark, im sure its a 10 minutes job for any programmers.
We're sorry to hear the app is not working properly, Jerome. We’d like to do some troubleshooting steps with you in order to best resolve your issue. The troubleshooting can be completed by phone at 1-855-427-5125. Please have your Shark Robot on hand at the time of your call or chat. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET or you can go to spr.ly/60523Lvie, and then click the “Chat with us” button in the bottom right corner, during business hours.
We're very sorry to hear that you're having connections issues with your Shark, and we understand how difficult this situation may be for you. We kindly invite you to call our Customer Service Team at 1-888-228-5531 to assist you further. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
Got one the other day. Same issue. Pathetic app connects to the robot wifi but when I put the network password in the app just spins forever. It never connects. I have turned off my 5ghz band, reset the vacuum, reset the network, rebooted my phone, uninstalled the app. Nothing fixes it. It just spins.
Hello! We’re so sorry to hear about your experience with the app and connectivity. We would love to help you out and look into this issue for you. Please send us a private message on one of our social media platforms, such as Twitter, Instagram, or Facebook with more details, and please include the following: Model/Serial number(s): MAC address of the unit: iOS or Android: Email address: Phone number: Name:
Hi Dakota, thanks for reaching out to Shark! We're sincerely sorry to hear about this situation, and we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I've had mine for about a year and a half now, and just last week after an app update my vacuum won't connect to wifi. I've reset everything just as the video said. Now it doesn't even have my robot name on the app anymore....
Thank you for reaching out, Jacob! We're sincerely sorry to hear that your robot isn't connecting to the app and we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I seem to be having the same issue as everyone else. my robot continually drops the connection to my network. I am running a Lynksys Velop mesh network. I have excellent coverage throughout the house. Everything else seems to stay connected except for this robot.
Hi Steven. We’re so sorry about this issue. Please contact us on one of our social media platforms such as Instagram, Twitter, or Facebook via DM, and please provide us with the following details: Serial number: Phone number: Email address: iOS or Android? App version: Error message:
We are sorry to hear about this, Alejandro. To best assist you with this please call us at 1-800-798-7398. We are available on Monday thought Friday 9:00 AM to 9:00 PM ET, and Saturday 9:00 AM to 6:00 PM ET.
So what do you do if the signal is weak ? The damn thing is 3 ft away from the router .. with an unobstructed view ... And the app still showed it has a weak signal . I believe it's the robots antenna
Hi Skylin, thanks for reaching out to Shark Cleaning. We're sincerely sorry to hear about this situation with the connectivity of your Robot. We would like to reassure you that we are going to provide you with the best customer support possible. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
Hey there, We are sorry to learn about this situation with your robot. Let us go ahead and help you out. When you say that the robot is lost, Is it because somebody stole it, or you are not able to find it at home? Because in these kinds of situation any of our robot have not a location system to find it.
@@SharkHome We don't think it was stolen it just simply got lost somewhere in the house. Is there a way to get it to make some kinda sound without the robot? Like from the dock?
Horrible unfriendly connection... This has ruined my purchase. I have a balcony that if I don't tell that thing is there judging from the stupidity of this app and connection I am sure that it will jump. You guys truly made one unfriendly system to use.
Thanks for reaching out! We're sorry to hear about this, but we'd like to let you know that the cliff sensors of your unit will prevent it from falling. Nevertheless, we would love to help your unit get connected to your app, and to do so, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
Came here trying to figure out why my vacuum is constantly losing connectivity. The only way to get it reconnected is to basically reset EVERYTHING or I will get an incorrect password error only to have to do it all over again a later. Anybody have suggestions of different brands they’ve had success with?
We're very sorry to hear your robot keeps losing the connection. To best assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6052P2mkC, and then click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET. When you reach out, ensure you have your robot with you.
Hello, Pat. Thank you for reaching out to Shark Cleaning. We are happy to assist you with your inquiry. Actually, the Wi-Fi connection will just allow you to use the mapping and scheduling features. Also, that way you can give commands to the robot directly from the phone. By the way, you can still use the robot by pressing the buttons directly on it. Please, let us know if there's something else we can help you with. Best regards, Robert
This is not a seamless experience for the user. Need better firmware/software. Making your customers ‘guess’ the solution like creates a friction-filled experience for your customers.
We are very sorry to hear about your recent experience with your robot. To best assist you with this, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 10 a.m.- 7 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I agree! not happy right now!
We are sorry to hear that you are not happy. To best assist you please private message us with your name, model number, phone number and email address. You can private message us at facebook.com/SharkCleaning.
@@SharkHome just bought the vaccume and keeps saying incorrect password but it's not so its frustrating
We are sorry to hear that you are having this issue, Jordan. To best assist you with this please call us at 1-800-798-7398
I hope this gets to someone in need: MAKE SURE YOU HAVE YOUR LOCATION TURNED ON
Thanks so much! This fixed my connectivity issue, FINALLY! :)
Holy... I was on the phone w/support for an hour and they never mentioned this. I'm now connected. Thanks!
Thank you Kind Soul - I was able to get connected thanks to You. Respect and Honor to you.
This sounds promising- where is this location setting?
@@garethboyle6492 On your phone, during setup.
This is a VERY unfriendly connection operation and has several bugs. I have on many occasions taken 4 hours out of my day to connect our robot up to the app. The connectivity of the robot to the wI-fi is horrible and I still cannot figure out what I did correctly when it works. Yes, I have re-downloaded the app, rebooted everything, and made sure all connections are great. There is no rhyme nor reason as to why it drops off the network other than a faulty network card in the unit itself. The robot sits 15 feet away from the router. We are very displeased with a robot that when it does work, does a great job. (I bought the RV_1000A for my wife for Xmas and now we will probably get rid of it and go for an IRobot model)
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it.
@@SharkHome Private Message you where?
You can private message us at facebook.com/SharkCleaning
@@SharkHome i live in Mexico, but the app is not disponible in my region, can help please
@@SharkHome
Terrible vacuum
The worse
What I’d like to see in these videos is how to reconnect to wifi after router changes/replacement etc. Your app does not provide help with any wifi issues/settings for the Shark yet there’s a very simple way on how to do it without losing any of your previous settings. “Add a new Robot” and name it exactly the same name as previous.” Not sure if it’s a flaw in the app but it works and saves us a lot of time.
We're sincerely sorry to hear about this situation, we will do our best to help you out. Due to the lack of privacy on this platform, we kindly invite you to contact us via chat spr.ly/6053Pd8Yz or social media, so we can assist you.
@@SharkHome it’s ok, note that I already provided the fix..
Thank you for this! Nothing was working for me. Your comment did the trick.
Thanks, for the fix!
This was the winner. Watched a dozen videos and nothing said this. I logged into RUclips just to say thanks as this fixed my issue. Much appreciated!
Finally got my Wifi to work with Shark after about 8 hours of pulling my hair out. This is 100% how I made it work on my Android. I made it work by downloading the Sharkclean app on a Apple phone and following the instructions to connect to my WiFi. Once the connection was established with the Apple phone I then logged into the Sharkclean app on my Android and then was able communicate with the Shark Device through my Android. The steps taken to connect to my WiFi were basically the same steps in both Apple & Android only Apple was able to successfully connect while Android never would. So very extremely frustrating because it should take minutes to establish a connection not hours and should work on all operating systems. Shark please do better.
Thank you for reaching out! We're sorry to hear about this situation with your app connectivity, and we will share your thoughts with the team in charge for future review of our app. If you require any further assistance, let us know and we will be more than happy to help you!
Oh of course they made it for iOS. Probably made in China.
@@SharkHome its still the same doesn't works on Android
Thank you for reaching out, Geo! We're sincerely sorry to hear about this situation and we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
It was in 2008, i m in 2023 and with my Android i don t succeed in pairing it... Tell me i won t need an apple phone to do it ! WTF !!!
I don t have it ! I have tried it for few hours today. For this price, it s not normal.
Found this video while researching connectivity issues. Got the vacuum (AI RV 2500 series)in July and it initially was working great! Loved it! Then about a month ago it began disconnecting itself everyday. We have the router close by along with google Wi-Fi mesh systems in nearly every room to maintain good Wi-Fi connectivity throughout my home. The Wi-Fi light on the computer is not lit up in red but according to the app it is disconnected. So everyday I have reboot the vacuum (press clean button for 10 seconds) then have to add a robot on the app to get it to work. I guess I need to call someone at shark.
We're very sorry to hear about your experience with your robot, Arlene. To best assist you with troubleshooting this, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6055Meum3, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I got the robot with dust Ben 3 years ago did the same thing it worked month later it keep disconnecting now can't get it to connect to the app I think it's their app it let me add a new robot but when I get to add your wifi in the list Below nothing shows up
Exact same issue
Mine started doing this already and I just got it. :( Anybody find out the solution to this problem?
I have the same problem, I did everything, it tells me all connected and when i openmy app it still says disconnected. Very frustrating🤦♀️🤷♀️😡I think I have to call Shark
WTF does everyone have to reach out to you for the same freaking issue?
EVERYONE SAYS incorrect password when it is not.
Tell us how to fix it here its Sunday at 6 pm you are not open
I spent over 300 dollars to help my mom have a way to clean her house and we can't connect to Wifi at all even though I've followed the instructions.
We are sorry to hear that you are experiencing an issue connecting the robot to WiFi. We are happy to assist you with this, Please reach out to our Robot specialists at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I hve the same issue and the solution to every connectivity problem is to unplug the router and try agsin. Still doesnt work.
Make sure that if your modem has both 2.4 and 5.0 gHz bands you are only using 2.4 in the phone that has the app during the setup (after the robot is connected you can switch back to dual band. To enable/disable your bands, you have to type your gateway number in your browser.
Mine has both an it's not my wifi it's the dam app won't show my wifi on its list to pick to finish the set up
What...
Everything was fine until a couple of weeks ago. Now, even though NOTHING has changed, my app keeps saying "Can't Connect to Your Robot" even when the blue WiFi light is on on the robot. It plays this somber little tune three times a few minutes after I press clean and dock at the same time to connect. I'm ready to throw the thing across the room.
We are sorry to hear about this issue. To best assist call us at 1-800-798-7398.
My family and I just received this robot for Christmas and it works great. The only thing is I’m having trouble connecting the robot to the wifi. I can connect to the robots wifi, but it won’t connect to my internet router. It just doesn’t work prohibiting me from controlling it via the app. I tried the trouble shooting tips, but it doesn’t want to compute. Any solutions or tips?
Hello Sean, thank you for reaching out to Shark. We are deeply sorry to learn your unit is no longer working properly. Please be sure we will do our best to assist you. To do so, we would appreciate if you could please provide us via DM on our Facebook page with the following information:
- Phone number
- Email address
- Physical Address
- Model Number
- Retailer Name
- Date of purchase
- Serial Number
We hope to hear from you soon.
Having the same problems. After a month or so of working properly it has suddenly stopped connecting to my wifi. Numerous attempts on my own have failed to reestablish a wifi connection. 3 calls to shark customer service have also failed to resolve the problem. Completely exasperated, think twice about getting a Shark robot vacuum!
Having same issue when I 1st got it it connected I can control it thru now it connects to app but not my router
Got one the other day. Same issue. Pathetic app connects to the robot wifi but when I put the network password in the app just spins forever. It never connects. I have turned off my 5ghz band, reset the vacuum, reset the network, rebooted my phone, uninstalled the app. Nothing fixes it. It just spins.
@@saddad6601 Same exact experience for me. Have tried all of the steps as well with no luck. For now we're stuck with manually pressing the button before we leave, but half of the features involve using the app, so it's not very "smart" right now.
How about a little help on how to CHANGE the wifi on an existing Shark IQ? I replaced my router and the wifi has a new name and password but your app won't let me change any settings or delete the existing bot settings because it's not on wifi. I can't factory reset, I can't change wifi settings, I just can't do anything. I've registered my product several times in the app but your web page still shows I have no registered device and I've had it for almost a year. I reset the app but when I log back in it just imports the same settings again from your servers that say I don't even own a device. Your app leaves a lot to be desired in some areas. This should not be difficult and I can't believe it's never come up before.
Hi Hannover, thanks for reaching out to Shark®. We're sincerely sorry to hear that you are having difficulties connecting your Robot to the Wi-Fi. Rest assured that we will provide you with the most accurate resolution to your situation. Due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. 1/2
We are open Monday to Friday 9ET to 7ET and Saturday 9 ET to 6 ET., by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly. We hope to hear from you soon. -Valentina 2/2
This is ridiculous. Why does it keep disconnecting?
We're sorry to hear that you're having trouble with your connection. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
My Shark worked fine for the past 3ish months, and now can't connect all of the sudden. None of the reboot steps are working, the phone app seems to have lost its mind, I can't even log into that with the account I've used all along- or create a new account. Seems to be a lot of issues since the most recent update.
Hope this is resolved soon!
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
Exact same thing right now. Maybe their servers are down ?
Down too. It just started running on its own after I've spent all night trying to get the app running.
We are sorry to hear about this issue. To best assist you please private message us with your name, model number, serial number, phone number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
We are sorry to hear about this issue. To best assist you please private message us with your name, serial number, model number, phone number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
I'm currently trying to set up my Shark vacuum with Wi-Fi.
I have a degree in Information Technology, and can't even figure out why the vacuum is not connecting. The app is stuck on "Completing Connection."
Shark team - I have a lot of IoT devices in my home and all of them allow you to select a network from a list in the app. PLEASE IMPROVE THIS EXPERIENCE. This is awful!!!
Hi, thanks for reaching out! We're sincerely sorry to hear about this situation with the app and we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
Hey shark, the people who are making your app are lying to you about their skill levels
Just bought it a week ago and have been working on connecting to 2.4 GHZ wifi and it kept saying incorrect password. I know it’s the right password.. putting it on top while connecting actually worked. Everyone needs to see this lol
Facing the same issue.. could you please explain what you meant by "putting it on top"?
Hey Srikantan, we do apologize for the experience with your robot. Feel free to contact our team at 18776465288.
Put what on top of what?
@@saberfire2008 Put your phone or iPad directly on top of the vacuum. It finally connected when I did this.
Tried it with 2 different phones. No luck.@@rockymountain2590
BTW: The app has different questions than your video (Maybe it got updated). There are no AV units to select (I got the AV752 model) but I selected the RV750 series model. Holding the Max & Dock did the trick for wifi connections. Thanks. I was getting so frustrated. You'd think Shark would put all the models in their app.
Hello! Thank you very much for your valuable feedback. We do appreciate it. We will most definitely pass along your feedback to our product team for them to look into. If you ever have any questions/concerns you can always reach out to us directly via DM on one of our social media platforms such as Instagram, Twitter, or Facebook.
I keep getting an incorrect password error and I know I'm entering the right password because I have 10+ other devices that all connect fine with it. I've tried everything like 20X now. I did all the other steps restarting the router, the device, the app, the phone etc. I'm starting to think this is just garbage and I should return it.
We are sorry to hear about this issue. To best assist you can you please private message us with your name, phone number, email address, and model number. Please private message us at facebook.com/SharkCleaning
The blue WiFi light is solid on robot. My app will not connect to it. Last night it worked. Woke up this morning and the app won't connect.
same here
same here
I deleted my robot and tried to reconnect. FAILED
I called tech support. They have a complete outage with the app. He said wait 24 hours.
@@ElJefeTYM I will give them 24 hours then if it is not fixed I will be returning the robot since I just bought it a few days ago. Oh and I will be returning the one I bought a week ago as well. I bought two since they seemed to clean the floor very good after I got the first one.
Obviously this isnt an isolated incident, ours worked for 3 days and then stopped connecting to the internet, after doing resets and trying to connect over and over again we returned and got a new one, this has the same issues. Yall really need to figure out what's going on, seems like an app issue v
Mine worked for months and it’s disconnected today. Nothing works. I guess their servers are down.
We are sorry to hear that you are having this issue. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
My Shark has disconnected every day since we received it 6 days ago. We have a Netgear Orbi Mesh system. Between the constant connection issues and the robot's inability to map our house after 10-12 runs, we're considering returning it.
We are sorry to hear about this. To best assist you can your please private message us with your model number, customer number, email address, and name. Please private message us at facebook.com/SharkCleaning
The issue is, there's no option in the shark app to connect to Wi-Fi. Please help!
We're sorry to hear you're experiencing an issue setting up your robot. To assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6051O7531, and then click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET. When you reach out, ensure you have your robot with you.
How is that this product is still being sold?
My robot keeps telling me to rebot with and error code 21. I do this and it still won't connect to the internet. It is like the app can't find my robot.
I FIGURED IT OUT!!!! Okay, so when you first try to set up the app, and it takes you to a screen where you select the Shark product to connect to, don't select your vacuum yet. You have to go into your wi-fi settings, select the robot (it's there), and then go back to the app and select the robot in the app. Then it will connect to the robot, and then you will be asked for your wi-fi credentials and it will connect to your wi-fi. If you enter your info wrong, you will most likely not get the screen again where you can select the robot, and you'll have to sign out of the app, force stop it, and turn the vacuum off for 10 seconds and back on in order to try it all again. So much fun, no?
THIS WORKS!
Thank you! This works, I called tech support twice and they couldn't help, but this finally works
It didn't work for me. Phone can't connect to robot. Broken app. Returned the unit.
Everything else connects to my WiFi router, except your vacuum. I've wasted hours troubleshooting. I've tried with an iPhone and Adroid device. Nothing works. Is there some secret handshake that calling your CS # will magically resolve your poor design?
Hi, thanks for reaching out to Shark. We're sincerely sorry to hear about this situation with your robot, and we would like to reassure you that we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I would like to see someone from the company do this set up in a really time video. It's a great vacuum but it has near worthless applications that cannot be set up. Next time I will look for the easiest set up and good quality.
We're very sorry to hear you're experiencing an issue with connecting your robot to the app, Daniel. We recommend that you refer to the self-help guide here to help troubleshoot the issue you’re experiencing: spr.ly/6052PbqfO.
Garbage device and app.. Nothing but hassles since the day I got this.. Map won't load leading to multiple resets and each time connecting to wifi is nightmarish experience.
Hi Anshul, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
Same thing here today. Maybe their servers are down...
@@cedricpomerleau5586 There should be some sort of notification in that case.. i had to reset the device and maps and if it it indeed a server issue the whole mapping exercise will again take 7 8 runs !
@@chesterchaz135 I don’t get how, but even after a reset and an app reinstall, I didn’t lose my map, it was still saved somewhere (in the vacuum itself ?).
Hi Cédric, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
2022: Backing waaaaayy up - what if pressing Dock and Clean buttons on an AV753 doesn NOT show the on-board wifi light? Defective unit?
I think this is the same model as I have. Do you have a "Max" button... if so, press "Dock" & "Max" instead of "Clean" ... The instructions were definitely wrong on mine and this worked for me... but don't get too excited as you likely won't be able to connect to your wifi after this.
Be sure your phone GPS is turned to on when connecting the vac to your phone. It won't connect to your phone if GPS is off.
Thank you so much. This was the reason I was not able to get mine to connect for hours. This information should be included in the app install screen.
You are a damn hero.
I just started having this issue and I have reset the vacuum, app and when I get to the wireless process, the app says it fails yet on my wireless console, it shows the vacuum connected. I typed in the ip address of the vacuum and get a hello world message. I have location services on my phone turned on. What else can it be?
We're sorry to hear you're having trouble with your connection. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
Mine hasn’t made a map of my house yet. Is there like a button I’m supposed to hit or something?
i have done all the steps three times and cannot connect. I was connected until I tried to add the google assist and now I cannot reconnect
Hi Kathy, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
Kindest regards,
Constanza
This is my third day with this robot. Moved my cheap deebot to the basement. This one worked for 2 days on the initial setup. Now I have no access to app. Had to reset password. Solid wifi signal, no connection. Rebooted every device in a square mile of my house. Tried deleted the old profile and adding a new one, (after my house was mapped and rooms named) Nothing. This thing is going back to Costco in a few days, and I am going to negative review it everywhere.
Hi Mastiff, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-877-646-5288. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
Same thing today, are their servers down ?
In November 2021 we purchased a basic (dumb) IRobot for upstairs and the much more expensive Shark AI Robot self-empty vacuum (RV251UPM6/AV2501AE) for downstairs. In 14 months, the "dumb" robot which is located much farther from our router has not once lost a wi-fi connection. We switched routers today and it reconnected seamlessly.
The Shark is a whole different story. It was a pain at the initial connection but worked fine for several months and then dropped the wi-fi connection. After re-booting multiple times we finally got it to work again (I still don't know what I did to make it work.), only to have it drop it's wi-fi connection again. We tried again and again and then tried customer support. That was even more frustrating than the unit itself. The unit works by manually pressing the clean and dock buttons but forget using your phone. When you click on settings on the app you just watch the little circle go round and round forever. We thought the new router might help. Nope. We uninstalled and re-installed the app thinking that might help. Nope again. It does clean okay with the original mapping, and empties fine, but you can't change anything and you can't use it's alleged wi-fi option. It doesn't help that the instructions reference things like the on/off button which the unit doesn't have. (I finally read a comment on line that you have to hold the clean button down for 10 seconds to turn it off .... no thanks to shark.)
Based on numerous comments on line the wi-fi connection is a common problem. My 3-year warranty is worthless. Never a Shark again.
Hi Larry! We’re so sorry to hear about your experience with our Robot. We would love to look into this for you and find you the best possible solution if available. Please send us a private message on one of our social media platforms, such as Instagram, Facebook, or Twitter with the following details:
Email address:
Phone number:
When & where was it purchased from?
Name:
Serial number:
@@SharkHomeI have 5 sharks that for no reason won't connect. Like others I have wasted so much time trying to reconnect to the wif-fi. These used to be the best robot vacuums, but now you are the work. Wasted SO MUCH TIME. STILL NOT WORKING WITH WIFI.
I do all this every day! For some reason it's reseting schedule map and sometimes have to add robot again! It was good for 6 months. What's going on?
We are very sorry to hear that this is happening, Brandy. To assist you with this further, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Same, this is so sad!
Hi Cecile, thanks for reaching out to Shark. Please accept our most sincere apologies for the difficulties you might have experienced with your unit. Rest assured that our customers' satisfaction is our main priority, and we want to help you with this. For this reason, we would like to take a further look at this for you. To do so, could you please provide us via private message on Facebook, Twitter or Instagram with your phone number and email address, so we can review your most recent interaction with us?
We hope to hear from you soon.
Didn't work I should've got a rhomba
Funny how people are getting same error messages at the same time. Maybe you should do another update cuz I have none in my apple APPs update app.
I did the reboot to everything and I had to just press the clean button on the vacuum
Itself. But now it has to clean the whole house instead of just spot clean like I wanted. Cuz I can’t have that option right now of choosing what room to clean cuz this app is being ridiculous.
And my internet is fine and working and it works great on my phone but can’t say the same about the shark app connecting to the vacuum.
And I have a blue wifi icon that comes on and goes off and comes back on. I have no red icons.
And now I can’t even get into my account. This is sharks problem. Not my vacuum or WiFi’s problem. I have Xfinity for crying out loud-the best internet there is.
Sorry for my rant.
And dint tell me to call cuz I doubt that would fix anything that I can redo from my end and dint tell me to message you on Facebook cuz I dont waste my time having stupid Facebook.
We are sorry to hear about this issue, Janel. To best assist you please private message us with your name, model number, phone number, serial number, email address, when and where you bought it. You can private message us at facebook.com/SharkCleaning
We tried this and contacting the company about this matter and it still doesn't work. We were told they would be addressing the issue soon, but 2 weeks went by and still nothing. Not even a call like we were told we would get. This company is not user friendly nor is the products.
We're so sorry to hear about your experience, Aimee. We'd definitely like to look into this for you. Can you please send us a private message over on our Facebook page here spr.ly/6052OTTCe with your contact details, so we can locate your account?
This didn't work for me. I ended up having to rename my SSID. It had spaces in it. Renaming it to a shorter SSID without spaces fixed it
Hi Brandon! We're very sorry to hear that you're having connection issues with your robot. If you require any additional assistance, please email us at cservices@sharkninja.com, and we'll be happy to look into this for you.
There needs to be a reconnect to wifi option in the app. This is very annoying. I had to delete the robot and re add in order for it to work
We would like to thank you for your suggestion regarding the app. We have forwarded this off to the appropriate team for future consideration.
So Shark, now that you've forwarded it off, what's the ETA on when this will be enabled?
To best assist you with this can you please message us what model number you are referring to?
@@SharkHome Asking Shark a question is like asking a politician a question. You never get an answer. Pathetic.
This is insanely unhelpful. You have to be joking that your only solution is to pretty much turn everything off and turn everything back on again. Tried setting it up multiple times, and it keeps telling me my wifi password is incorrect when it is correct. And yes I am trying to connect to the correct wifi name, and the network was both a 5ghz and a 2.4 ghz.
Hi Alan, thanks for reaching out! We're sincerely sorry to hear about this situation, we will do our best to help you out. Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you.
I've having the same issue as well regarding network password.
I've tried everything. It won't go into discovery mode. I'm getting three flashing blue lights when I turn it on. Then try pushing and holding both clean and dock buttons but it just turns off.
We're sorry to hear that you're having trouble with your Robot. Please send us a private message with your model number and details of the issue on social media of your choice.
Facebook - Shark Home US: spr.ly/6054cmLt4
X (Twitter) - Shark Home US: spr.ly/6055cmLtf
Instagram - Shark Home US: spr.ly/6057cmLt7
I have now bought two shark vacuums this week because the first would kept saying the password is incorrect… it is not. I’ve redone my WiFi twice now creating different names and passwords and the vacuum wouldn’t connect. I thought it might be the vacuum, so I “upgraded” to a better model thinking surely this wouldn’t be an issue with the newest model… my robot is sitting on the floor just saying “incorrect wireless password”. I can’t spend another 4 hours trying to figure out these connection issues. Might also be returning a second shark vacuum and going with another brand.
Hi Jake, thank you for your message. We're sincerely sorry to hear about the difficulties you have encountered with your App, and we will certainly help you with this situation. To do so, could you please contact us via email, Instagram, Facebook or Twitter via private message?
If your wifi network has spaces in the name remove all of them. I tried everything else and that is what solved my problem.
I tried for months to get my RV700 Series 3 to connect to my home network. What I finally discovered is if I change the network to wpa/wpa2 instead of WPA2/WPA3 it will connect. So apparently WPA3 is an issue with the robot.
Hi Mike, We are sorry to hear about this experience with the conection of your unit. We will documented this case to the appropriate team so it can be taken into consideration for any future review of our options.
Hey there my robot is just flashing a red ! And dock and home are flashing white , can’t connect to app , (restart wifi/phone and robot ) nothing work
We're very sorry to hear that your Shark is flashing lights, and we kindly invite you to call our Customer Service Team at 1-888-228-5531 to assist you further. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
Did all three and this thing isn't working fresh out the box
This is crazy!!!
I’ve spent two days now, trying to connect my robot to the wifi!!!
I’ve tried everything, I unplugged my wifi, erased and downloaded the app a few times, press the clean and dock button at the same time…
I’ve watched every single video on RUclips, but still can not connect!!
I have the best wifi you can pay for, so is not my wifi…..
This shouldn’t be so stressful.
We're sorry to hear your robot isn't connecting to your Wi-Fi, Stefani. To assist you with troubleshooting this, please reach out to our phone support (800-798-7398) or chat team (spr.ly/6059zaR0H, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Did this and did a hot spot. Didn't work. Talked to a specialist and still didn't work
We are sorry to hear about this. Please private message us with your name, model number, serial number, phone number and email address. You can private message us at facebook.com/SharkCleaning
@@SharkHome Shipped it back and got a roomba.. it works great
@@mpac418 Noted
No help for connecting my robot to a new network, please address that.
Hi Kimble, we're sorry to hear you're having trouble connecting. Please reach out to us by private message on Facebook here: spr.ly/60563fFpo with your model information, and we'd be happy to help.
After hours of research and rebooting everything... I used my wife's iPhone and it worked immediately. I was then able to select the robot on my Android phone. Not sure if there is a security setting or another config issue. Anyway... This is one more thing to try as you troubleshoot.
I bought an Shark AI RV2001 in US, but I live in Brazil. The app is not disponible in apple store in my region, can you please help with this issue?
Thanks for reaching out, Bruno! We are sincerely sorry to know that you have experienced difficulties with the app of your Shark IQ Robot in your area. We are afraid our robot app only works for Canada and the US, and we offer our apologies. For further information regarding our units overseas, we kindly invite you to contact our International Support Team via email at:
internationalmarketsupport@sharkninja.com
Você conseguiu?
This doesn't work. I can reconnect the WIFI but within a day it disconnects again. I have super strong WIFI and fiber service that delivers 500mb per second. I love my Shark robot vacuums but this is becoming a serious issue. Looks like I will be returning another Shark to best buy. It worked great for a couple months and then lots of problems. I get logged out of my account every time, the WIFI dissconnects all the time and the maps disappear. Please address these issues as lots of people have the same problem.
Hello. We’re so sorry to hear about your experience. We would love to learn more about it and have our team help you out and answer any question you may have. Please send us a private message on one of our social media platforms such as Instagram, Facebook or Twitter with the following details:
- Serial number:
- Phone number:
- Email address:
- Shipping address:
- Date of purchase:
- Where was it purchased?
Do you need internet and wifi?
We would like to inform you that the Shark IQ Robot™ can be used without Internet or Wi-Fi by pressing the buttons on the robot. With this said, without Internet and Wi-Fi you will not be able to set up a cleaning schedule or receive updates.
So how many of you have entered your password correctly and get the "Incorrect wifi password"
Thank you for reaching out to Shark. We are terribly sorry to hear yo are having an issue with your WiFi password. To better assist you, please contact our customer support at 1-888-228-553. We are open Monday to Friday, 9:00am - 9:00pm ET, as well as Saturday from 9:00am to 6:00pm ET. Please have your model with you when you call.
Trying to set mine up for DAYS...it never asks for a password
I even changed the password on my router to make sure I am using the correct password.
I couldn't get the app to work with my Android. This is very disappointing for the price. Please say the app is being corrected.
We are sorry to hear that the app is giving you issue. We are more than happy to assist you with this. To assist you with this please call us at 1-800-798-7398. We are available from 9:00AM ET to 9:00PM ET on Monday though Friday, and 9:00AM ET to 6:00PM ET on Saturday.
I’ve got two 1100s that are broken now simply because we purchased a new router. I’ve spent literally hours trying to get them set up. The app will not connect so how do you factory reset?? Really stupid. Wasted money. This experience has ruined the shark brand for me.
Don’t bother giving me a customer service phone number. I’ve tried to call 3 times and they never answer. Plus you have to be right there by your machine and you have to have an hour or more of your time. Only to not get anywhere.
Feel free to chat with us at spr.ly/60523L0kp, Mike. We will be happy to help!
You have to set the wifi using an iphone. My Android didn't work but iphone synced on first try.
I did it on my android with no problem..
None of this works. This is extremely frustrating for such an expensive purchase that I made less than a month ago. None of the wifi lights are on and it just won't find the wifi.
Hi Marc, Thank you for reaching out to Shark. We are sorry to hear that your Robot is not working. Rest assured we can certainly help you please PM your
Phone number:
Address:
Email Address:
Model number:
Serial number:
Date code (4 digits)
Retailer name:
Date of purchase:
We hope to hear from you soon.
Best regards,
Melody
Can't seem to connect to my shark IQ. It's paired with my phone already and I've been using it, but since yesterday the app just doesn't work
Thank you for reaching out to Shark. We are sorry to hear that you're experiencing an issue connecting to the App. To better assist you please, PM your
Phone number:
Address:
Email Address:
Model number:
Serial number:
Date code (4 digits)
Retailer name:
Date of purchase:
We look forward to hearing from you!
Done all this. Still cannot see network. Yet I have a different shark unit connected to the same network.
We're so sorry to hear you're experiencing this issue. We would be more than happy to assist you. Please call our customer support at 1-855-427-5121. We're open Monday through Friday from 9 am - 9 pm EST and Saturday 9 am to 6 pm EST. Please have your model with you, so we can go through some steps.
I called ¨Shark¨ today and they said they are having trouble with these Robots and will fix the problem soon?????
I had this problem after switching my wifis name and password.
Solution:
Forget robot (not factory reset)
Reconnect a new robot (same one) and that's the only way to re prompt for new wifi information. And it saved the mapping !
Thank you for sharing this with us, Julien!
Thank you this was the best and fastest solution! @SharkHome troubleshooting did not work
Thanks for posting this. Vacuum kept needing to reconnect to my wifi every week or so. Finally it stopped connecting and I got all sorts of errors like wrong password and check the dust cup! Could not reconnect until I did as you said. Opened the app, deleted the robot, and reconnected the robot as new one. Also had to put my Android phone directly on top of the vacuum as someone else said to do. Then it was finally reconnected. What a PIA!
THANK YOU! This was the only thing that worked for me.
Glad I could help!!!
I just have a solid exclamation light and no other light. Cant find info on what exactly this means.
Hi Matt! We're sorry to hear you're having problems with your Robot- we'd be happy to help! Can you please send us a PM over on our Facebook page with your model number? spr.ly/6058Kh4Tm
I just changed my router and now I can't get my 750 to pair with the new network. I've pushed down on the clean and dock button as instructed by the app to get the WiFi icon to flash but nothing. Also tried turning it off and on again. 😕
Hi Jane! We're so sorry to hear that you're having trouble connecting your Robot. We'd be happy to help! Can you please send us a private message over on our Facebook page (spr.ly/6054zNPnk) with the following information:
- The model number of the unit
- The serial number
- MAC Address
- App version
- Apple/Android?
- When/Where it was purchased
- Your phone number and email address
I've been using the Shark IQ for 6 months or so, now suddenly it won't connect and immediately returns to dock. Seems to me, this is a Shark problem! There is no "connectivity" problem! This sounds a lot like the Ring runaround.
Why can't I just have an app with an on and off switch? This is insane to go through all this to vacuum.
We're sorry to hear you're having trouble with the app. To assist you please call our Customer Service Team at 1-800-365-0135. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
My 3rd time having to restart my robot. I lose wifi and why do i always have to reset it and not just ONLY have to reconnect wifi
We're sorry to hear your robot isn't working as intended. To best assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6050OTaJi, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
My shark has been connected to the wifi and the app for over a year now. Yet now the app is making me re register my shark and re add my robot and saying I don't have an account. Robot is still connected to the internet and I've tried troubleshooting everything. Nothing is working because the app
Is broken.
Hi, due to the lack of Private Messaging functions on RUclips, please contact us by phone at 1-888-228-5531. Our representatives are available Monday to Friday, 9:00 am - 9:00 pm EST, as well as Saturday 9:00 am - 6:00 pm EST, by email at cservices@sharkninja.com, or any of our Social Media networks in order to protect your private information from being posted publicly.
I am having the same issues. We’re you able to ever get this resolved?
We are very sorry to hear that this is happening. To best assist you with this, we ask that you reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
i had a similar problem, mine was connected to the app. then i switched wi-fi networks. the app could see the robot just not talk to it. the app tried to make me register the item. then it said i didn’t have an account. i called customer service for help. the had me reset everything. then i couldn’t connect at all. customer service put a call into a tech who would call me sometime in 24 to 48 hours. of coarse, i was at work when they called and not at home. i had gotten it to connect the night before so it was fine that their call was useless. except i went home to find the unit unable to connect. and can not connect again
I’m getting error 21. Turning off and on does not correct this error. What do I do? This is caused me to loose connection to wifi. So ic cannot reset. the unit won’t work at all now.
We are very sorry to hear that you are getting this error. We are happy to help you with this. Please reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
What do you do if when you open the app it goes to map review and all you can do is select delete or accept and no matter how many times you click accept it just pops back up with the same screen wanting you to delete or accept...
We're sorry to hear you're experiencing an issue with the app, Joe. To best assist you with this, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6059MUEv7, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
Sooo...just got as a present and was excited to set up. After 1 hour of trying to set up the vacuum to WiFi and failing after power resets, phone restart, changing router settings, I am not wasting another minute on this thing. Model series RV700 😡
We're very sorry for any confusion on this, Mike. The RV700 series isn't compatible with the app.
@@SharkHome I don't get it - why is the RV700 series on the app to select the type of vacuum to set up? Our model was specifically the RV754CA, there was no option for RV750 series or our model specifically, so I assumed the RV700 series covers my model as it is WiFi compatible. It even created its own network and connected to my phone quickly, just not our home WiFi
We apologize for any confusion on this, Mike. The RV754CA is Wi-Fi compatible. To assist you with getting is connected, please reach out to our phone support (855-427-5125) or chat team (spr.ly/6052MkIgE, click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
I also am having trouble with my shark iq robot vacuum...it seems like it drops the wifi every couple of days... why ?? My router is 1 (one) foot from the docking station... all our phones and tablets are working fine.... all except the shark iq robot vacuum... hummmm it must not be very smary... I have spent hours trying to reconnect.... sometimes it connects and sometimes it doesn't (mostly it doesn't) gurr can you help me..??
Hi Leslie, thanks for reaching out! We're sincerely sorry to hear about this situation, and we can certainly help you resolve it!
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
We'll be looking forward to hearing from you!
I give up. 45 minutes on the phone with Support when I brought my Shark home from Sam's Club only to have them walk me trough connecting the vacuum to my phone, putting in my wifi password and telling me to leave it alone for 48 hours (!) and it would connect and I would be contacted.
48 hours later, no connection, no contact. I'm sick of fighting with this; the device is connected to my wifi (I can see it as a connected device on my router's network map) but the app won't connect to it. So back into the box it goes and back to Sam's with it.
Hi Admiral. We’re so sorry to hear about your experience with the Shark Robot & our support team. This is unacceptable, and we would love to learn more about it. If you can, kindly send us a private message on any of our social media platforms such as Twitter, Instagram, or Facebook, with more details, that will be extremely helpful. Once again, we do apologize for this experience.
I just bought it went back to charging after about 10 minutes of use. The issue im having is in the app when I click map, it says "something went wrong" and doesnt load any map.
We are truly sorry to hear about your experience. To best assist you with this, please reach out to our phone support at 888-228-5531, Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET.
How do you change the password? I've changed password for my wifi and not sure how to update the robot?
Hey there, in this case, we suggest contacting our Robot customer support at 1-888-228-5531, So the correct department can assist you with your request.
Hi, can 2 separate accounts connect to same shark robot?
Hi, thanks for contacting Shark Cleaning. We will be glad to assist you. Our units can be registered only one time and the robot will only be connected to the account registered. Therefore, you can use only one account per robot.
What if our robot has stopped charging?
Hello, Ryan. We're very sorry to hear that you're having charging issues with your Shark. Please reach out to us at 1-855-427-5127, and we will more than happy to help you.
I cant get pass sign in it says i have a already set up an acct and my password is wrong i never set it up and it want let me send a new password to my account the continued button want work ????
Hi Bernadette. We're sorry to hear that you're having issue to sign in with your new account in the Shark Clean app. We're happy to help you at any time. To solve this, please email us at cservices@Sharkninja.com
I changed my wifi password and need to reconnect it. How do i?
Hi Brandon, we'd be happy to assist. Please contact our Customer Care at 1-800-365-0135 Mon - Fri 9am - 9pm ET | Sat. 9am - 6pm ET or you can go to spr.ly/6053zyFbl, and then click the “Chat with us” button in the bottom right corner, during business hours.
Been having a problem with it connecting to wifi. The way I fixed it was that I uninstalled the app and redownloaded it and relogged in to the app. Everything seemed to work after that.
We're happy to hear your robot is connecting now! Thank you for sharing this with us.
I tried ... Nothing
IF YOU HAVE AN ANDROID: Tried to connect for a week, nothing. Would connect to the wifi, even show up on connected devices on my wifi. Had to get a friend with an iPhone to come over and set it up for me. Once he set it up, I was able to connect just fine with my android.
We're very sorry to hear about your experience, Austin. We're happy to hear you were able to get your robot connected.
@@SharkHome This would be a hint to have the software developers see what Android update has caused issues with the app functioning with the robot using logs and then fix it with an update to the app.... you know, that kind of thing.
Why is there not an option for resetting WiFi in the app itself? All this button pressing is archaic.
Hey there, We do apologize for the inconveniences caused and will definitively document your sentiment about our procedures and forward your feedback to the appropriate team so it can be taken into consideration for any future review of our options.
Anyone able to connect to a google mesh network? It says it has both bands. But my phone is on 5GHz, HOw do I get the vac on the 2.4 one.
Hi Stacy, thank you for reaching out to us! To better help you with your inquiry, please contact our quick-response eCare chat at spr.ly/6055PpcYD, and then click the "Chat with us" button in the bottom right corner.
I got a VR725 for Christmas and it was the worst frustrating experience ever. I could not connect to wifi. Horrible user experience. How can you ship a product that does not connect? Horrible! I returned it for another brand.
Hello Mike, thank you for reaching out to Shark. We are deeply sorry to learn your unit is no longer working properly. Please be sure we will do our best to assist you. To do so, we would appreciate if you could please provide us via private message on our Facebook page with the following information:
- Phone number
- Email address
- Physical Address
- Retailer Name
- Date of purchase
- Serial Number
- Date code (4 digits)
We hope to hear from you soon.
So connect Vacmop to an hidden SSID is something impossible ? All my $10 smart bulb can do it ! Come on Shark, im sure its a 10 minutes job for any programmers.
My problem is not so much about disconnecting. It’s that it keeps wanting me to sign in, which is a pain in the ass.
We're sorry to hear the app is not working properly, Jerome. We’d like to do some troubleshooting steps with you in order to best resolve your issue. The troubleshooting can be completed by phone at 1-855-427-5125. Please have your Shark Robot on hand at the time of your call or chat. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET or you can go to spr.ly/60523Lvie, and then click the “Chat with us” button in the bottom right corner, during business hours.
I did them all, and I am still got stuck at configuraing Robot and I still have the error.
We're very sorry to hear that you're having connections issues with your Shark, and we understand how difficult this situation may be for you. We kindly invite you to call our Customer Service Team at 1-888-228-5531 to assist you further. We are open Monday to Friday 9am - 9pm ET as well as Saturday 9am - 6pm ET. Please have your product on hand when calling.
Got one the other day. Same issue. Pathetic app connects to the robot wifi but when I put the network password in the app just spins forever. It never connects. I have turned off my 5ghz band, reset the vacuum, reset the network, rebooted my phone, uninstalled the app. Nothing fixes it. It just spins.
Hello! We’re so sorry to hear about your experience with the app and connectivity. We would love to help you out and look into this issue for you. Please send us a private message on one of our social media platforms, such as Twitter, Instagram, or Facebook with more details, and please include the following:
Model/Serial number(s):
MAC address of the unit:
iOS or Android:
Email address:
Phone number:
Name:
It would be nice to just get a robot that works for more than 3 days
Hi Dakota, thanks for reaching out to Shark! We're sincerely sorry to hear about this situation, and we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I've had mine for about a year and a half now, and just last week after an app update my vacuum won't connect to wifi. I've reset everything just as the video said. Now it doesn't even have my robot name on the app anymore....
Thank you for reaching out, Jacob! We're sincerely sorry to hear that your robot isn't connecting to the app and we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
I seem to be having the same issue as everyone else. my robot continually drops the connection to my network. I am running a Lynksys Velop mesh network. I have excellent coverage throughout the house. Everything else seems to stay connected except for this robot.
Hi Steven. We’re so sorry about this issue. Please contact us on one of our social media platforms such as Instagram, Twitter, or Facebook via DM, and please provide us with the following details:
Serial number:
Phone number:
Email address:
iOS or Android?
App version:
Error message:
Id like a refund on my robot, ive tried all steps and manny others thru forum's and still the wifi light won't turn on
We are sorry to hear about this, Alejandro. To best assist you with this please call us at 1-800-798-7398. We are available on Monday thought Friday 9:00 AM to 9:00 PM ET, and Saturday 9:00 AM to 6:00 PM ET.
So what do you do if the signal is weak ? The damn thing is 3 ft away from the router .. with an unobstructed view ... And the app still showed it has a weak signal .
I believe it's the robots antenna
Hi Skylin, thanks for reaching out to Shark Cleaning. We're sincerely sorry to hear about this situation with the connectivity of your Robot. We would like to reassure you that we are going to provide you with the best customer support possible.
Due to the lack of privacy on this platform, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
My grandmother didn't get the app to connect to her robot and now the robot is lost. What should I do?
Hey there, We are sorry to learn about this situation with your robot. Let us go ahead and help you out.
When you say that the robot is lost, Is it because somebody stole it, or you are not able to find it at home?
Because in these kinds of situation any of our robot have not a location system to find it.
@@SharkHome We don't think it was stolen it just simply got lost somewhere in the house. Is there a way to get it to make some kinda sound without the robot? Like from the dock?
Hey there, The unit won't make any noise if there is no battery, at this point, there is no option to make the unit loud if is off or without battery.
@@SharkHome Alright thank you for your time sir or ma'am.
Horrible unfriendly connection... This has ruined my purchase. I have a balcony that if I don't tell that thing is there judging from the stupidity of this app and connection I am sure that it will jump. You guys truly made one unfriendly system to use.
Thanks for reaching out! We're sorry to hear about this, but we'd like to let you know that the cliff sensors of your unit will prevent it from falling. Nevertheless, we would love to help your unit get connected to your app, and to do so, we kindly invite you to contact us via email with your phone number, email address, model and serial number of your unit, and where and when you purchased it at cservices@sharkninja.com or social media, so we can assist you with this situation.
Came here trying to figure out why my vacuum is constantly losing connectivity. The only way to get it reconnected is to basically reset EVERYTHING or I will get an incorrect password error only to have to do it all over again a later. Anybody have suggestions of different brands they’ve had success with?
We're very sorry to hear your robot keeps losing the connection. To best assist you with this, please reach out to our phone support (888-228-5531) or chat team (spr.ly/6052P2mkC, and then click the "Chat with us" button in the bottom right corner). We're available Mon.-Fri. 9 a.m.- 9 p.m. ET, Sat. 9 a.m.-6 p.m. ET. When you reach out, ensure you have your robot with you.
Can you use without Wi-Fi?
Hello, Pat. Thank you for reaching out to Shark Cleaning. We are happy to assist you with your inquiry. Actually, the Wi-Fi connection will just allow you to use the mapping and scheduling features. Also, that way you can give commands to the robot directly from the phone. By the way, you can still use the robot by pressing the buttons directly on it. Please, let us know if there's something else we can help you with.
Best regards,
Robert