7.1 Basic Information

7.2 Phenomenon

1. The 4G and WiFi icons are grayed out, and the APP displays "Offline"

2. At least one of the 4G and WiFi icons is green, but the APP still prompts offline

   

7.3 Possible Reasons

1. Grey 4G icon: Possible causes include exhausted data plan, damaged or poorly connected SIM card, weak signal from local base stations, faulty 4G module, and bugs in the online status
2. Greyed-out WiFi icon: The possible causes include weak router signal, poor signal from the device's built-in WiFi module, modified WiFi frequency band, failed connection between the WiFi network and the server, and bugs in the online status mechanism.
3. At least one of the 4G and WiFi icons is green, which indicates that the server has been connected, but the APP prompts 'offline': the possible reasons are insufficient waiting time or a bug in the online status
4. Show the reason for offline: It is a normal phenomenon for a machine to go offline for a short period, such as a few seconds to over ten seconds.
   1. The offline status detected by the machine occurs periodically, so there is a time interval between the actual offline event and the offline result obtained from the device self-check;
   2. During the robotic lawn mowing process, the system will automatically switch between WiFi and 4G routing, which not only saves 4G data usage but also ensures a relatively stable network connection; each route switch will cause the device to go offline briefly once.

7.4 Troubleshooting Steps

1. Grey 4G icon:
   1. The 4G data plan has run out: Check if the 4G plan is normal
   2. SIM card damaged or poor contact: Reinsert the SIM card 2-3 times, and wait for more than 3 minutes after restarting the device each time after reinsertion
   3. Provide a screenshot of the Network settings page (to rule out weak signal issues, which can also be used to verify 4G signal strength, SIM card recognition status, and 4G module problems)
   4. Online status bug: After reproducing the issue, switch to an available Wi-Fi network and then upload the log
2. Grey WiFi icon:
   1. Weak router signal: Please provide a screenshot of the Network settings page to check whether the signal strength is normal
   2. Poor signal of the body WiFi module: This is caused by a hardware issue. You can use your mobile phone to turn on a 2.4GHz hotspot, hold it close to the side of the lawn mower, and check if a connection can be established.
   3. WiFi frequency band modified: confirm whether the connected WiFi signal is from a band other than the 2.4GHz band
   4. Failed to ping the server over the WiFi network: Connect another device to the WiFi, turn off the device's 4G connection, and check whether the network works properly.
   5. Online status bug: After reproducing the issue, switch to an available 4G network and then upload the log
   6. Large number of Mesh network nodes: When there are a relatively large number of mesh nodes in a user's home, the Wi-Fi module may roam back and forth between multiple nodes, resulting in unstable connection to a single mesh node.
3. At least one of the 4G and WiFi icons is green, but the in-APP prompt shows 'offline':
   1. Reboot the device and wait for 1 minute to check if it can display online status.

7.5 Solutions

If the issue persists after following the steps above, please contact Lymow Support Center at support@lymow.com with the following information:

• Order ID/Purchase Invoice
• Device serial number (SN)
• APP Version
• Troubleshooting results (with photos)
• Time the issue occurred

We will follow up as soon as possible and provide a solution.