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Wi-Fi Troubleshooting Guide

The information in this article applies to the following:

  • Neato D3
  • Neato D4
  • Neato D5
  • Neato D6
  • Neato D7




If you are having trouble connecting your Neato to the WiFi? Please make sure that you are putting the robot into the pairing mode correctly, as described here

Ensure the mobile device is close to the robot and that the robot is on the base / charged.

Consider your Wi-Fi routers physical placement. Be sure it’s located in a central area and avoid placing your router behind material that blocks its signal.


Where is the Neato failing to connect?


Connecting to Wi-Fi

Connecting to the internet

Registering robot on Neato Servers

Reconnecting your device



If you are unable to get past the ‘Connecting to Wi-Fi’ step, please check the following. 


  • Make sure your wireless router is either 2.4 GHz or a dual band router that is configured to support 2.4 GHz. The D3, D4, D5 and D6 Connected robots do not support the 5 GHz band.

  • Verify that you have the correct password for your network. The password must not contain any special characters or spaces e.g. !"£$%^&*(). The password needs to be alphanumeric, in some cases the SSID (network name) may need to be changed if it also contains special characters.

  • If you are trying to connect to a hidden network, make sure you have the correct network name, SSID, and that the network is 2.4GHz. Also note that the SSID is case sensitive.

  • The WiFi encryption needs to WPA or WPA2. It has to be one or the other. Not both combined as is the case on most routers. NOTE: Neato currently does not have support for Enterprise level password security (WEP EAP).




If you can’t get past ‘Connecting to the internet’ try the following:



  • If the issues persist, you may need to contact your Internet service provider to solve the problem.




If you can’t get past ‘Registering robot on Neato Servers’. There are two ways to fix this issue:


  • Change the DNS server setting in the Wi-Fi router to use Googles DNS. This can only be done on the Wi-Fi router. Change to the following DNS: Primary Secondary


  • Instead of using your home Wi-Fi we can set up a temporary hot-spot to connect the device. Once the Neato is connected to the hot-spot you can update the Neato firmware and then try connect to your home WiFi again.


    • Set up your hot-spot and go through the connection steps as usual.

    • When the app prompts you to select you WiFi network, choose the hot-spot instead.

    • If the hot-spot does not appear try typing the Name (SSID) manually at the bottom.

    • Once you are connected to the hot-spot, you will see a prompt to update the Neato. After this is done try to add you home WiFi as a second network. How to delete or change the robot's Wi-Fi network.


Note: You will need two devices for this to work. One device to create the hot-spot and another to run the Neato app.




If you can’t get past the ‘Reconnecting your device’ step try the following:


  • Close the app completely. Go to you phones WiFi setting and make sure that you are connected to your Home WiFi network.


  • Open the app and you should see that the Robot is now connected.




Still can’t connect?

Contact customer support, and please consider running a network scan prior to creating a support ticket.  How to Run a Home Network Scan.

Or check the Advanced WiFi Troubleshooting for a potential solution.



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