Troubleshooting: Neomow X Not Charging Properly

If your Neomow X returns to the charging station but fails to charge properly, please follow the steps below in order to troubleshoot the issue.

To help our engineers analyze and solve the problem efficiently, we kindly ask that you record and share clear videos or photos at each step – even if everything looks normal.

🔧 Without these materials, it may take significantly longer to confirm the root cause.

🔍 Step-by-Step Troubleshooting (With Required Video/Photo at Each Step)

Step 1: Observe LED Behaviors When Docking

📸 Video Required

Record a full video of your robot returning to the charging station. Please ensure the following are clearly visible:

• The LED indicators on the robot, charging station, and charger.
• The entire docking and charging process from start to finish.

🔗 Reference video – LED indicator behaviors

Normal LED behavior:

→ If LED status doesn't match the table, proceed to Step 2.

Step 2: Check Charging Contact Alignment

📸 Photo or Video Required

Without moving the robot, check if the charging pins on the station are misaligned or not making full contact with the pads on the robot.

• Capture a photo or video showing the contact area.
• Try gently pushing the robot forward – observe if the station LED turns green and charging starts.

→ If the issue persists, continue to Step 3.

Step 3: Inspect Charging Contacts for Dirt or Damage

📸 Photos Required (Before & After Cleaning)

Remove the robot and take close-up photos of:

• The robot’s charging pads (on the underside)
• The station’s charging pins

Check for:

• Physical damage (cracks, bent pins)
• Dirt, rust, black residue, or foreign objects

If dirty or oxidized:

1. Unplug both robot and station from power.
2. Clean with a dry soft cloth.
3. If needed, polish with 200-grit then 1000-grit sandpaper, and apply WD-40 Specialist.
4. Let everything dry before reconnecting.

📸 Take photos after cleaning for evaluation.

🔋 Step 4: Test Charger Output Voltage

📸 Video Required

Use this step if charging still fails after the above.

1. Disconnect the charger from the station.
2. Use a voltmeter (DC mode) to check the charger output.
3. A healthy charger should show about 21V DC.

📤 What to Send Us (Required for Diagnosis)

Please send the following to 📧 support@hookii.com:

• Step 1 video: Robot docking & LED behavior
• Step 2 photo/video: Charging contact alignment
• Step 3 photos: Contact area (before & after cleaning)
• Step 4 video: Charger voltage test

⚠️ Why This Matters

Without the above materials, we will not be able to accurately assess the issue or offer a timely solution. Even if everything seems normal during your check, your video/photo feedback is essential for our hardware team to locate the root cause quickly.

Thank you very much for your cooperation and understanding.