XV SIGNATURE PRO TROUBLESHOOTING FOR RESELLER Video links

XV SIGNATURE PRO TROUBLESHOOTING FOR RESELLER

Video links to assist on some troubleshooting steps… • Cleaning the Brush- https: //www. neatorobotics. com/howto/videos/cleaning-the-brush-xv-series-robots/ • Cleaning the Sensors- https: //www. neatorobotics. com/howto/videos/cleaning-the-sensors-xv-series-robots/ • Recalibrating the batteries- https: //www. neatorobotics. com/howto/videos/recalibrating-the-battery-xv-series-robots/ • Cleaning the Laser- https: //www. neatorobotics. com/howto/videos/cleaning-the-laser/ • Cleaning the Wheels- https: //www. neatorobotics. com/howto/videos/cleaning-the-wheels-xv-series-robots/ Neato Robotics Confidential 2

Models – Signature Pro (XV-28) • • • 3 Black and Gun Metal High Performance Filter High Performance Brush Blade Brush Online and US/Canadian retail stores EMEA online/retail stores

Home Prep • • Put away toys and other items from the floor. Check for small objects like earrings or thumbtacks that can get stuck in the vacuum’s brush. Move or tie up cables and cords from the floor. Lift bed skirts if you want Neato to clean underneath. For area rugs with longer tassels, fold the tassels under the rug: o Neato is usually OK with short tassels Avoid water o Put up pet water dishes and plant containers to keep moisture from damaging the robot’s electronics Use boundary markers o Lay strips down flat on the floor to designate an area as “off limits” to the robot. o Use the boundary markers to block stairs with thick carpeting, which can affect Neato's drop sensors (stairs with thin carpeting are OK). Boundary markers need to be at least 16 cm or 6 in from a ledge or top of the stairs. If possible try to secure the boundary markers to the floor. Neato Robotics Confidential

Charge Base • • Place the charge base against a wall, near an electrical outlet. The robot needs approximately three feet of open space in front to dock successfully. For best results, put the charge base three feet from a corner and at least three feet from a doorway. Ensure the robot can “see” the charge base from various places in the room. So: o Don't hide the charge base behind or under furniture, in a long, narrow hallway, or in closed-off area. o Avoid putting the charge base in constant direct sunlight. o If you have thick carpeting, check that the charge base is not tilted as this can interfere with docking. o Make sure the metal contacts are out facing so the robot metal contacts can touch the charge base contacts. Neato Robotics Confidential

Performance • How to get the best performance from Neato o You will get the most performance from your Neato if you maintain it regularly. § Here a few pointers: v Empty the dirt bin and brush off the filter after every cleaning. v Also ensure the air ducts in the dirt bin area are free of debris. v Clean the brush, brush end caps, and brush bearing after every use. v Periodically inspect the brush area and remove any debris. v Ensure nothing is blocking the robot’s lasers on top. An example would be stickers that are peeling may obstruct the lasers view. Also anything highly reflective. v Periodically dust the robot's wall sensors and drop sensors. v Periodically clean out debris in wheel wells. v Tip: Amonia works well for cleaning the wheels. v Periodically clean out debris inside bumper area v Replace the filter every one to two months. v Do not submerge the robot in water. Ø If Neato does get dirty, use a clean soft cloth to wipe the robot's surface. Neato Robotics Confidential

Performance - Dirt Bin • • Empty the robot's dirt bin after each cleaning cycle: o Remove the dirt bin from the top of the robot. o Remove the filter door from the dirt bin. o Empty the debris into a garbage can. o Tap or brush off the filter to clean it (use a dry and clean toothbrush). o Replace the filter in the dirt bin periodically. o Replace the dirt bin into the top of the robot. Dirt Bin size: o Volume capacity of 0. 6 liter on XV Signature Pro, versus the 0. 4 liter of most other robot vacuums. Neato Robotics Confidential

Performance - Filter • Change the filter in Neato frequently to keep him cleaning optimally. We recommend every 1 -2 months. o To replace the filter, follow these steps: § Take out the dirt bin. § Remove the filter on the dirt bin and throw it away. § It is best to slightly twist the filter as you are pulling it out. § Put a new filter into the dirt bin. § Put the dirt bin back into its slot on top of the robot. § We recommend you change your filter every one to two months. o Factors that determine how often to change the filter include: § Frequency of vacuuming § Size of the area Neato is cleaning § The amount of dirt, debris, and pet hair Neato picks up Neato Robotics Confidential

Charging • • Neato Recharges Automatically o Neato robots are built with a laser-guided navigation system that allows them to recharge and clean longer, automatically. o If Neato can find its charge base, it returns to recharge when it is done cleaning or needs charging. o If the vacuum was started away from the charge base and does not pass it while cleaning, the Neato will return to where it was started from. o Neato will recharge itself twice and run three times during a cleaning cycle if needed. Low battery while cleaning o If Neato's batteries run low while cleaning, the robot will find its way back to its charge base, recharge until it is ready to start cleaning again. o Neato will return to finish cleaning where it left off, with some overlap to ensure it didn't miss a spot. o Neato will recharge itself twice and run three times during a cleaning cycle if needed. (maximum of 2300 Sq. Ft. for XV. ) Neato Robotics Confidential

Charging • • What if Neato accidentally gets knocked off his base station? o Neato will try to reconnect. o If he doesn't make the connection, place him on his charge base. What if Neato cannot find his charge base? o If you start the robot from its charge base or if it passes the base during cleaning, Neato will find the charge base when it needs to recharge or finishes cleaning. o If you start the robot away from its base, it finds the charge base when it passes it during cleaning. o If it cannot find the base, it will return to the spot where it was started from. o When you start Neato from the charge base, ensure the base is flat on the floor with enough room around it (three feet on either side and front). o Put the base in an open and visible area, where the robot can “see” it. Avoid direct sunlight and thick carpeting that can cause the base to lean and make contact difficult. o Try putting the charge base in a new location. Neato Robotics Confidential

Batteries • • • How long does it take to charge the batteries o The XV takes two to three hours to charge fully. The charge level of the batteries affect charging time: v If the battery is almost drained, charging will take closer to three hours. v If partially charged, it will take less time to reach full capacity. v The environment of the room: A robot will charge faster on a hard surface in a cool dry area. v On hot days, on carpet, expect longer charging times. v Charge the batteries overnight before using Neato for the first time. v Run through three complete charging and discharging cycles to optimize the performance of Neato’s batteries. v Discharge means Neato says “Low Battery” LED Ring o Red – Firmware issue o Amber – Charging (pulsating) <80% o Green – Charging (pulsating) >80% (will still clean) o Green – Solid 100% charged (will still clean) How long do the batteries last before needing to charge? o Normal run time for the XV without recharging is 40 – 60 minutes, depending on floor type and environment. o Generally, the robot runs longer on hard surfaces than on carpet. Neato Robotics Confidential

Batteries • How to get the most out of the batteries: o Here are some tips to optimize Neato’s battery. § Run Neato two or more times per week. You get a cleaner house and Neato’s batteries will last through more cleaning cycles. § Keep Neato on its charge base when not in use. § Ensure the charge base is located in a cool, dry area, away from direct sunlight or other sources of heat such as a heating vent. § Keep the charge base on a smooth, hard surface. Thick carpets can cause the charge base to tilt, which keeps the robot from making contact with the base. § Store Neato with the batteries unplugged/disconnected for the XV or if it has an on/off switch turn off. Neato Robotics Confidential

Alerts and Messages • Finished! I’m returning to my Base Station o Displays after Neato has finished cleaning the whole house or designated area • I’m returning to my base station for charging o Displays when Neato’s batteries are low and he needs to charge before finishing cleaning o This can happen twice during a cleaning cycle, allowing Neato 3 full runs, if needed, to clean the house • Finished! I’m returning to my starting location. o Occurs when Neato is finished cleaning and was started from a location other than his base station • I’m returning to my starting location to charge. o Displays when Neato’s batteries are low and has not finished cleaning • Please empty my Dirt Bin and Filter if needed. o Displays when the dirt bin and filter are dirty and Neato is still cleaning. o Displays after Neato has been running for a period of time o The Neato does not know if you emptied the dirt bin or not. The alert happens due to run time since dirt bin last removed. Neato Robotics Confidential

Alerts and Messages – Cont. • My battery is low. I need to charge my battery before I can clean. o Displays when Neato is docked, the batteries are low and a cleaning cycle is started • My Schedule is ON o Displays after Neato’s cleaning schedule is enabled • My Schedule is OFF o Displays after Neato’s cleaning schedule is disabled • LEDs will be ON in sleep mode. o Neato is going into sleep mode and the LEDs will remain ON • LEDs will be OFF in sleep mode. o Neato is going into sleep mode and the LEDs will be OFF • Thank you! o Displays after you have completed a task Neato asked you to do Neato Robotics Confidential

Alerts and Messages – Cont. • My Battery is low. Please charge me. o This occurs when Neato’s battery is low and he has not located a base station during his cleaning cycle. • I need to charge. Please plug in my charger. o Neato’s battery is low and he needs to charge. • Please set schedule to ON first. o You are trying to set the cleaning schedule but have not yet enabled it. • Please set my clock first. o Occurs when you try to set the schedule but have not yet set the clock. • Thank you for emptying my Dirt Bin and cleaning my Filter. o Displays after the dirt bin is emptied and the filter cleaned • Please wait while I cool down my battery. o The batteries are too hot and need to cool o Robot is really hot and you are trying to start a cleaning cycle. § Ensure Neato is not docked in a very sunny or hot location § Example: Heating vent or air duct Neato Robotics Confidential

Most Common Troubleshooting Steps Reset/Calibration: If your Neato has the on/off switch inside the dust bin area. on the left hand side in the top far back corner of the compartment for the xv. Turn off for about 3 to 5 minutes. After doing so, please follow steps 7 through 10. If your Neato does not have the switch please go ahead and follow steps 1 through 10. Please remove one of your batteries and leave it out for 3 5 minutes then put it back in and charge the robot until the light is solid green. To do this, please do the following: 1. Locate the two battery doors next to the wheels. 2. Unscrew the two screws on one of the battery doors. 3. Carefully unplug the battery from its connection 4. Let sit for 3 5 minutes 5. Reconnect the Battery 6. Replace the battery door. 7. Go to Menu, select Support, and then select New Batteries. Neato will say “thank you” 8. Place the Neato on its charge base for about 3 to 5 hours. 9. Run Neato as usual until it needs to recharge again and says low battery (if it does not say low battery send it right out again) 10. Repeat the charge and run cycle 3 times. On the 4 th run you should see an improvement on the Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Error : “My Bumper is stuck. Please free it. ” What the screen says: My Bumper is stuck. Please free it. What it means: The bumper or bumper sensor are being triggered and may be stuck. What to do: Press all four of the bumper sensors to see which one is stuck. When you identify the sensor that is stuck, rapidly tap the area of the bumper to free it — you should hear TWO clicks when the bumper is pressed. One when it is pressed in and one when it pops back out. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Battery Issue (0002, 0003, 0004, etc. ) Errors 0002, 0008 and 0009: your robot's batteries are not connected properly. To resolve, please check the battery connector(s) and check the on/off switch to the on/down position. Errors 0003 and 0004 indicate that your robot has been away from its charge base for too long: the batteries are low on current or voltage. Fully charge your Neato so the batteries can recover. Error 0007 means your robot is cold: it has been exposed to freezing temperatures. Move your robot to a warmer environment. * 90 percent of the time, new batteries will NOT fix any of these issues Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Sensor cleaning (this will frequently help with clear my path and vision block errors): There are 2 sensors on either side of the brush on the underside of your Neato; these are called the drop sensors. There is also a wall sensor on the right side of the bumper of your Neato. You can clean them with compressed air and a soft Q Tip. Short burst, about 6 to 8 inches away will work great. Also if you would like to use a Q Tip(cotton swab) and spin the main laser, which is found on the top of the Neato under the Neato Robotics Logo, 5 times in each direction while spraying the laser will help clear the debris that may be in there. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. • What if Neato can’t find its charge base? If you start your Neato away from the charge base, and it does not pass the base while cleaning, it will return to the location where it started. When you start Neato from the charge base, ensure the base is flat on the floor with enough room around it (three feet on either side and in front). Put the base in an open and visible area, where the robot can “see” it. Avoid direct sunlight and thick carpeting that can cause the base to lean and make contact difficult. Try putting the charge base in a new location. Also have the customer re-calibrate the batteries if the Neato consistently stops short of the charge base. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. My vision is blocked (1000 - 4000) • What causes this error: The LDS laser on the robot is not spinning, or has an internal issue or something is blocking it’s view. How to resolve this error: Make sure nothing is interfering with the robot's "sight: " check that you removed the protective plastic cover from the display and that no debris is blocking the robot's lasers. Spin the laser with a dry Q-tip 5 times to the left and 5 times to the right. Please use compressed air with short bursts 16 cm’s away from the turret Soft reset by holding down the Start button for 15 -20 seconds. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. My Fan is Stuck • What causes this error: Debris in the fan or that it ran over fluid How to resolve this error: • • Remove the dirt bin, and clean any debris from around the fan. • Clean the dirt bin and channels. • Ensure seals are not damaged. • Make sure the customer is running the Neato with a filter. • Complete hard reset by disconnecting power for 3 -5 minutes. Make sure the robot is fully charged: low power can reduce the robot's suction strength, and ability to clear dirt from the fan. -Running over fluid voids the warranty Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. My Brush is Stuck • • What causes this error: In most cases, debris is causing the brush to stick. Hair or debris could be wrapped around the brush itself, the endcaps, bearing(s) or the belt. Debris in the wheel and bumper can also cause this error. How to resolve this error: Turn your robot upside down. Please remove Brush guard by putting your fingers behind the guard towards the wheels and pulling it off. Gently remove the brush and clean it from debris. Please check the end with the bearing and remove hair that may have gotten between the bearing and Brush endcap Wipe the blades and core of the brush with a slightly damp cloth to remove dust. Re-insert the brush into the vacuum. Clean the brush channel thoroughly Put the brush guard back on, and click it to lock the brush guard releases in place. Also run the Neato without the brush and brush guard to dislodge any debris that cannot be seen. Soft reset the Neato by holding down the Start button for 15 -20 seconds. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Please clear my path • What causes this error: This error message can appear when objects block the robot's path – or the environment has changed since the robot mapped the area. This message also shows if you pick up the robot during a cleaning cycle (even if it is paused) and move it to more than two feet from where it was picked it up: this affects the robot's navigation system. Restart cleaning and let Neato run until it finishes. To move the robot to another area, CANCEL the cleaning first. Then, move it, and press START. • Other possible causes of the “Please clear my path” message are: The robot needs charging. Check that the batteries are fully charged. • The robot is tilted Neato usually recovers on its own if it tilts going over a high threshold or cables. If not, press the OK soft key below the display and the robot will continue cleaning. • The robot is tangled in cords. Move cables and cords off the floor – or use a boundary marker to protect your robot. Cables can cause the robot's wheels to slip, and the robot stops. If this happens, move the robot off the cables, and keep it within two feet of where it stopped. Press the OK soft key below the display, and the robot will continue cleaning. • The robot hit a saggy spot under furniture. If the robot is under a bed or piece of furniture where material sags, the fabric can cover up the “eye” of the robot. To avoid this, place a box under the middle of the mattress or piece of furniture to keep it from sagging. • The robot is in a large, open space. If Neato is placed in a wide-open area with little furniture, it can become disoriented. Stop the cleaning cycle, take your robot to an enclosed room with furniture, and start a new cleaning. You can try moving some items around in the larger room so that the robot has landmarks. • This message can also show if more than one area of the Neato is "stuck" - it could be a combination of multiple error messages. • The robot is seeing reflective surfaces. Reflective surfaces such as mirrors, shiny floors mixed with sun, and metallic furniture can cause a clear my path error. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Please clear my path (continued) How to resolve this error: A thorough cleaning of the dirt bin, brush compartment, wheels, and sensors is very important. • Make sure all bumpers move freely and that the battery is fully charged. • Make sure Neato can move freely in its environment, and do not move it in a cleaning cycle. • Soft reset by holding down the Start button for 20 seconds. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Please Put My Dirt Bin Back In or Dirt Bin ERROR What causes this error: Neato does not detect his dirt bin - either the dirt bin is not seated correctly or the sensor is malfunctioning. How to resolve this error: Remove the dirt bin and check the gaskets (in place and not damaged) and the channel to and from the bin (clear, free of debris) • Ensure the dirt bin is inserted completely in the Neato • Make sure the bin clicks securely when inserted If the error persists, remove the bin again and press down on the dirt bin sensor with a finger to see if the error goes away. If the message goes away, replace the dirt bin • If the message persists, replace the Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Navigation errors or trouble with certain types of carpet: -Please check for Debris in Wheels, Bumper and Brush. -If issue persists it may be to the squeegee on the Brush guard. Please replace the Brush guard with the updated part. Neato Robotics Confidential

Most Common Troubleshooting Steps. Cont. Blank LCD Screen, Lit screen with no text or Black lines on the screen What causes this error: The screen can have issues due to a loose connection internally. How to resolve this error: -Hard reset the Neato by unplugging one battery or turning off the power switch for 3 -5 minutes. -When the Neato powers back on, check the LCD screen to see if it is working correctly. Neato Robotics Confidential