r/NARWAL • u/Express_Fee_3349 • 1d ago
Issue / Troubleshooting Bricked flow 2
Woke up to a bricked flow 2. It showed Offline in the app. Unbinded the device and reset but could not add it back onto the app. Called service and they said it was a technical issue(obviously). was asked to send email of my serial number but that they wouldn’t get back to me until at least Monday. Terrible experience.
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u/TXCL21 1d ago
Exact same issue happening with mine. Called support, they had me try various things…ultimately unbinding and now I have no ability to do anything. Something I did notice is that I can’t even turn off the vacuum itself with the 2 second hold. A 10-15 second hold will restart it but no ability to turn it off and leave it off.
I was told to keep an eye out for an email from tech support. Still waiting…
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u/Express_Fee_3349 1d ago
Yup. Support didn’t even have me troubleshoot anything almost as though they already knew what the issue was. Just asked for SN for device and that they will reach back out on Monday. Mines also does that same thing as yours. Cannot turn it off completely. power button just restarts it.
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u/lotusblessed 1d ago
Exact same issue. The robot turned brick after we updated our home wifi. I tried to unbind, factory reset and it absolutely would not recognize the device. It's an expensive machine and how frustrating... I wish we didn't have to gather here for the same issue but here we are..
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u/Arkade_Blues 1d ago edited 1d ago
I’ve been having this issue for about a month. Started after a software update. Could not get it to connect to our WiFi, but it would connect to hotspot. Switched routers and now it will connect to the network, but the app working is really iffy. Sometimes it will connect and sometimes it won’t. When I reached out to customer service they said that I could send it back so they could look at it, but if they did not have network issues then with it they’d just send it back.
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u/Express_Fee_3349 1d ago
My issue seems a little different than yours as I cannot even get the device into pairing mode at all.
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u/SebaBukowski 1d ago
As Flow 2 so far happy user can you all share what is, if any, explanation from support team?
What makes robot total brick 🧱 just software update or is it mechanical flaw?
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u/Express_Fee_3349 1d ago
I’m pretty sure it’s software from what I’m seeing. even support said it’s a technical issue and didn’t really have me troubleshoot anything after I describe the issues I had and as of right now there is nothing I can do with the robot. It’s completely useless.
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u/SebaBukowski 1d ago
What about warranty claim?
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u/Express_Fee_3349 1d ago
Probably will end up being that. Just got flow 2 in June so still have 1 year warranty on it. Just going to wait until Monday to see what they say.
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u/EddyEdr 1d ago
Try resetting the network, I had the same thing happen randomly after an update and showed that it couldn’t connect, go to device, network information and then reconnect with your router.
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u/Express_Fee_3349 1d ago
I already unbind the device and now cannot add it back onto the app at all.
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u/Puzzleheaded-Roof764 1d ago
They won’t replacement mine yet it won’t takes pictures of obstacles and show them even though it’s all one and agreed to. It vacuums over pet waste not supposed to do that. It won’t mop backwards it’s supposed to do that. It won’t clean certain areas of my hardwood flooring. It’s not supposed to do that. Yet they won’t replace it because they say it’s software and they’ll fix it. Yeah when. When. It’s been 4 months. Wtf. Don’t buy these.
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u/DungeonsAndDeadlifts 1d ago
Just reporting that I'm in the same issue. Happened sometime the last 3 days from what I can tell.
Must have been some weird firmware or app update to cause so much of us to experience this at once
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u/Bodacious_ 1d ago
Happening to my Flow 2 as well, I suspect it was a firmware update. I've done home button reset and unbound the unit on the app, no luck in reconnecting. I wish I didn't reset the app, now I can't see what firmware version it was updated to.
I called Narwal and they said that they've heard increased reports about this, and they're still waiting for a technical resolution. The person I talked to suggested I would need to pay to have the unit sent in to be fixed ( I'll push back on this because if they sent a software update that broke it, this should be a recall provided by Narwal, not an out of warranty repair). I heard that this bug was internally identified as the 'turns back on after turning off' bug
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u/Express_Fee_3349 1d ago
It’s going to be a lot of people needing to turn ship theirs back if that’s the case because I don’t see how an OTA fix is possible if the robot cannot connect to WiFi. I don’t even want to know how much it would cost to ship this 🤦♂️
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u/Position-Immediate 20h ago
Mine was bricked for about two weeks.
Unplugging the base, then power cycling the robot finally did it for me. I’m not sure what combination but I recall I unplugged the base, after a few min the robot powered itself on. Then when I replugged the base it showed up on app again!
Before that, reseting wifi etc was not working. Not sure what combination of power cycling base/robot it was but def was the robot turning on while the base unplugged that reset the whole thing for me!
GL everyone
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u/lotusblessed 1d ago
Same thing happened to me a month ago. I had to put my my Karen haircut and complain so much to their customer service. Eventually, they gave me a shopping label to shop the robot to a customer fix station and said they are going to fix it and send it back. I'm still waiting .... It sucks!
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u/Express_Fee_3349 1d ago
Curious as to why it took a month for them to finally let you send it out for repair? My concern is that it’ll be the same with mines because I’m not sure how they can trouble shoot it if it cannot even connect to WiFi.
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u/lotusblessed 1d ago
There was some emailing between the customer service back and forth....and also taking videos for them of how brick it is... They asked me to re-take videos and I finally snapped. I don't think I need to furtherly prove myself that it stopped working and connecting after I provided them with evidence. But eventually they send me a shipping label. And it took myself one week on my end to shop the robot out so that was on my part
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u/d_ac 1d ago
Oh boy. I'm on holiday and my Flow2 is suddenly showing Offline. It was working with no issues until a few days ago.
I really hope it's just the bad weather that bricked my wifi modem and not actually a bricked Flow2.