Troubleshooting: Neomow X2 Not Charging Properly

If your Neomow X2 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: Tap "Return to Charging Station" in the App and Observe the LED Indicator Behavior During Automatic 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: Manually Place the Mower on the Charging Station

📸 Video Required

Manually push the mower onto the charging station and check whether it starts charging.

If the charging station indicator turns solid green and the mower's indicator light pulses green when manually placed on the station, but the mower fails to charge during automatic docking: The issue may be related to one of the following:

1. Dirty charging contacts.
2. An issue with the caster wheel. When the mower automatically returns to the charging station, the caster wheel may not fit fully into the designated slot. This can cause the charging pins on the station and the contact pads on the mower to become misaligned, preventing proper contact.

Solutions

1. Clean the charging contacts.

Clean the charging contacts thoroughly. After cleaning, they should be as clean as shown in the reference image below.

Check that there is no physical damage, such as cracks or bent pins, and remove any dirt, rust, black residue, or foreign objects.

For detailed cleaning instructions, refer to: How to Clean and Maintain the Charging Station

3. Inspect the caster wheel.

If you notice that the caster wheel does not fit fully into the designated slot when the mower automatically returns to the charging station, inspect the caster wheel for any abnormalities.

For inspection instructions, refer to the following video: How to Inspect the Caster Wheel (rear wheel)

Step 3: Check the Voltage Output of the Charging Station

📸 Video Required

Use a multimeter to measure the voltage output at the charging contacts. 

• Voltage output is approximately 21V: The charging station is supplying power normally. Proceed to Step 5 to check the mower's internal power supply system.
• Voltage output is significantly below 21V: Proceed to Step 4 to check the charger's voltage output.

Step 4: Check the Voltage Output of the Charger

📸 Video Required

Connect the charger to the power supply, but disconnect its cable from the charging station.

Use a multimeter to measure the voltage at the charger's cable connector.

• Voltage output is approximately 21V: The charger is working normally. Since the charging station does not provide the expected voltage despite receiving normal power from the charger, the upper housing of the charging station may be faulty. Replacing the charging station upper housing should resolve the issue.

• Voltage output is significantly below 21V: The charger is faulty. Replacing the charger should resolve the issue.

Step 5: Check the Mower's Internal Power Supply System

Important: This step may require disassembling the mower to inspect the mainboard. Please watch the disassembly video first and assess whether you are comfortable performing the procedure.

If you are unable or prefer not to disassemble the mower, simply provide us with the results from Steps 1–4. Our technical support team will review the information and advise you on the next steps.

Turn off the mower and place it on the charging station. Observe the indicator light on the power button.

Case 1: The Power Button Indicator Light Is Flashing

Record a video clearly showing the flashing indicator light and send it to the HOOKII Support Team.

Our R&D team will analyze the video and provide further instructions based on the results.

Case 2: The Power Button Indicator Light Is Not Flashing

Remove the upper shell and chassis cover to inspect the mainboard. After disassembly, place the mower back on the charging station and observe whether the indicator lights on the mainboard flash regularly.

For disassembly instructions, refer to:

Video: How to Remove the Upper Shell and Chassis Cover

• If the mainboard indicator lights are flashing: The mower's internal power supply system is functioning normally. The power button board may be faulty. Replacing the power button board should resolve the issue.
• 
• If the mainboard indicator lights are not flashing: The mower requires further inspection by our service team. Our engineers will need to examine the mainboard and the mower's overall power supply system to identify the cause of the problem.

📤 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; Contact area (before & after cleaning)
• Step 3 video: Charging Station voltage test
• 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.