How to get support to reply to ticket.....

Support & Solutions
1

I opened another ticket the other day (180107) for a new issue (on 3rd core already). This one worked most of last yard season and once for snow blowing. Started cutting again and things aren’t working. Info is in the ticket but not getting anywhere with it. I even opened a second ticket to ask that my first ticket be taken off of HOLD status. They said they would have someone get back with me but that hasn’t happened yet.

Here is everything that is happening with it.

I start a plan, that requires multiple chargings. Get battery low message and it returns to base to charge. A few mintues later the normal screen that shows charging and has the resume option changes to just start and then I have to start over. I did figure out that if I restart the unit, the resume option shows back up and I am able to resume the plan, manually though, because it now shows SUSPENDED BY USER. So now for my plan to finish (takes 4 charges, over 2 days), I have to check every now and then to see if it is over 80% or so, so that I can manually resume the plan. Not very autonomous at this point.

I’ve included all this detail in the ticket and have included screen shots, but am getting nothing back.

And now today, the unit gets to battery low and doesn’t know how to return to the charging station (WP005), unable to calculate route. It is in the middle of cutting the grass, how can it not know where it is?.

Also the cameras are going bonkers. Most of the time they don’t work at all, sometimes I get 1 to show.

It seems like this unit is starting to malfunction. I really like my yarbo, but at this rate, I’m getting worried about what’s going to happen when the warranty does run out…

If support reads these forums, please help me. Thank you.

2

So, if you just leave it alone if it docks to recharge, it never goes back out on its own? I’ve seen where the app doesn’t indicate the current progress of the plan, but this is just a display issue. Mine always goes back out afterwards.

Another question, did you hot swap the modules or did you power the core down first? Hot swapping can create all kinds of weird issues, especially with the cameras.

What is your halow signal strength when the cameras go bonkers? If it’s close to -80 or worse then that could be why. If it’s closer to zero, then that’s good.

For the failed to calculate a route, was it in an overlapping area when it attempted to recharge? A recharge counts as a calculate plan and overlaps can cause weird issues.

3

Hi there, sorry for the inconvenience caused, and thank you for sharing all these details.

I’ve already asked the team to transfer your case to our Field Service Engineer for further investigation. We will take a closer look at the issue and work on resolving it for you as soon as possible.

Appreciate your patience, and we’ll keep you updated on the progress.

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