What information does eufy need to resolve an issue with my L50/L60 series?
It's highly recommended to provide as much information as possible when contacting us to resolve issues with your L50/L60 series in a timely manner. Please refer to the following information that will help our engineers diagnose the root cause of the issue and provide you with the best possible solution.
A detailed description of the issue you are experiencing.
Any error messages or codes displayed on the eufy Clean app or any voice alerts emitted by the robot vacuum.
If the issue is either a routing or mapping issue, please launch the eufy Clean app and proceed to Settings --> Robot Settings --> Activity Log Upload. Once we understand your issue more clearly, we will be better equipped to assist you.
To help our investigation and analysis of this issue, please confirm that you have enabled the log upload feature for your RoboVac and run the device several times more. Uploading equipment operation logs will better help engineers analyze the abnormal operation status of your RoboVac.
List the troubleshooting steps you have already done.
Provide videos or photos that show the robot's behavior and its surrounding environment, especially the exact location where the issue occurs. Please note that environmental factors such as flooring and location need to be confirmed.
Any other relevant information that may assist eufy Support Engineers diagnose the issue.
If you have any further questions or concerns, please don't hesitate to contact eufy Support Engineers for assistance.
