Smart home app won't connect to Powerbot 9350 anymore

Constellation

Smart home app won't connect to Powerbot 9350 anymore

My Smart Home app has continually started saying that's it's "Disconnected" from my Powerbot 9350. I've tried setting up the wifi again on the vaccum, removing the vaccum from the app, and even disconnecting my account from the vaccum in the app and nothing seems to help. The vaccum continues to run on the schedule that I setup a while ago, but I now have no means on controlling it or updating the schedule via the app. The wifi logo on the vaccum is illuminated.

 

When clicking on the vaccum in the Smart Home app, it pops up an error saying: "Please make sure your device is plugged in and your network is stable. The network connection mayb be unstable because your WiFi router is far away".

 

What should I do?

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21 REPLIES
Constellation

Re: Smart home app won't connect to Powerbot 9350 anymore

Mine is doing the same thing. How do we fix this problem. I am unable to remap the floor plan without this app. 

Supernova

Re: Smart home app won't connect to Powerbot 9350 anymore

Can I get the full model number and software version of the unit? 

Constellation

Re: Smart home app won't connect to Powerbot 9350 anymore

How do I find the software version on the Vacuum? The model number is VR2AK9350WK/AA. My phone is a Samsung Galaxy S8 with Android 8.0.0. The Smart Home app is version 3.1072.19.204.
Supernova

Re: Smart home app won't connect to Powerbot 9350 anymore

I apologize for the confusion. I should have specified, I meant the software version of the application. The application is completely up to date. Have you tried uninstalling and reinstalling the Smart Home application? 

Constellation

Re: Smart home app won't connect to Powerbot 9350 anymore

I have tried uninstalling and reinstalling. It appears others are having the same issue, so I believe you have a bug somewhere on your side. See https://us.community.samsung.com/t5/Smart-Home/POWERbot-VR2AK9350WK-2-are-no-longer-connecting-to-sa...
Supernova

Re: Smart home app won't connect to Powerbot 9350 anymore

I will reach out to our product specialists regarding this issue and update you as soon as I get a response. 

Astronaut

Re: Smart home app won't connect to Powerbot 9350 anymore

Having the same problem with my 9350. Kind of disappointing when you pay over $1000 for a machine that doesn’t work as advertised or expected. Ready to return mine at this point, which will happen if a fix isn’t made available soon. 

Constellation

Re: Smart home app won't connect to Powerbot 9350 anymore

Any progress on this? It's kinda silly to have paid this much for a robotic vacuum with a bug as bad as this... 

Samsung Moderator

Re: Smart home app won't connect to Powerbot 9350 anymore

Unfortunately, we haven't gotten any updates yet but it has been forwarded to the appropriate teams.