Shark IQ Robotâ„¢ Vacuum Troubleshooting and Support | RV1001AE series

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Shark IQ Robot Vacuum with XL Self-Empty Base, Self-Cleaning Brushroll, Advanced Navigation
Shark IQ Robot Vacuum with XL Self-Empty Base, Self-Cleaning Brushroll, Advanced Navigation
Shark IQ Robot Vacuum with XL Self-Empty Base, Self-Cleaning Brushroll, Advanced Navigation

Product series

Shark IQ Robot Vacuum with XL Self-Empty Base, Self-Cleaning Brushroll, Advanced Navigation

Model #s

RV1001AE, AV1002AE, AV1010AE, RV1001AEC, RV1001AEES, RV1001AEQ, UR1005AE

Why does my Shark® robot keep emptying into the Self-Empty Base?
Your Shark® robot comes equipped with an Empty & Resume feature that helps the robot manage the debris in your home. With this feature enabled, your robot will return to its base after 30 minutes of cleaning to empty its dust bin, then resume its cleaning session. We recommend keeping this feature enabled for homes with pets or high-traffic areas. You can disable this feature in the app:

  1. Go to the menu in the top left corner of your home screen on the app.
  2. Select Settings.
  3. Select your robot.
  4. Toggle the Empty & Resume feature to the off position.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I turn off or quiet the voice on my robot?
Your robot is equipped with voice recordings to assist you with any troubleshooting you may need to perform. If you would like to turn off the voice feature, you may do so in the app.

  1. Go to the menu in the top left corner of your home screen on the app.
  2. Select Settings.
  3. Select your robot.
  4. Select Device Volume. You can lower or raise the volume. Or, to completely turn it off, turn the volume to "0".
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I view the cleaning report?
  1. Open the SharkClean™ app (if this your first time using the app, you will be prompted to add a robot. Please follow the prompts on screen and skip to step 3).
  2. Log in with your username and password.
  3. From the menu in the top left corner of the screen, select "History".
  4. Your history will show you cleaning reports from the last 30 days.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I control my robot remotely through the app?
  1. Download and open the SharkClean™ app (if this your first time using the app, you will need to follow the on-screen prompts to connect your robot to utilize the in-app features) If this is your first time using the app, you will be prompted to add a robot. Please follow the prompts on screen and skip to step 3).
  2. Log in with your username and password.
  3. If you have multiple robots, use the arrow located next to your robot name to toggle Select the robot you wish to clean with.
  4. From the home screen, press the Clean button. If your map is complete and you have defined and named your rooms, a list will appear with all rooms. If you wish to clean your entire home, select Start Cleaning. If you wish to clean specific rooms immediately, toggle Entire House to the off position and select the specific rooms you wish to clean. Press the Clean button on the home screen to start a cleaning (If your map is complete and you have created rooms, a list of your rooms will appear. To clean your whole home, make sure entire home is toggled on. To clean specific rooms immediately, toggle the rooms you wish to clean.


Once your robot begins its cleaning mission, you can access several features:
  1. You can adjust the cleaning mode using the button with the line indicators to the left of the dock button.
  2. You can pause and resume your robot's cleaning mission using the icon located in the center of the robot image.
  3. You can instruct your robot to return to return to the dock using the 'Dock' button (the button with the house icon).


You can also set Schedules for your robot in the app to clean the entire home, by selecting Schedule from your home screen and selecting the days/times you would like your robot to clean.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I add a robot to my app?
If you are an iOS user and recently upgraded to iOS 14, you need to enable local network access on your phone for the Shark Clean App. Please take the following steps to enable. Go to your phone settings --> Select Privacy --> Select Local Network --> Toggle Shark Clean on. Try connecting again once you take these steps.

  1. Download and open the SharkClean™ app. (If this is your first time using the app, you will be prompted to create an account)
  2. Follow on screen prompts to confirm your account and connect your robot to the app.


To add an additional robot to your app:
  1. Click on name of your robot from the top of your home screen. A menu will appear.
  2. Select Add a Robot and follow the instructions on screen.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I edit a map?
To edit rooms on the map:
  1. Open the SharkClean™ app.
  2. Log in with your username and password.
  3. On the home screen of your app, select Map.
  4. Select the pencil icon to edit your rooms or adjust the orientation of your map.
  5. In the edit menu, choose "Rooms" and press the name of the room to change the room's name, size or position.
  6. Or select "Rotation" to rotate to entire map in 90-degree increments.
  7. When finished, save your map and select done.


NOTE: The AV970 and AV993 do not feature Home Mapping technology.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I delete a map?
If you delete your map you will not be able clean specific rooms.

  1. Select "Settings" from the menu in the top left corner of your home screen.
  2. Select your robot.
  3. Select "Map Data".
  4. Select "Delete Map Data".


NOTE: The AV970 and AV993 do not feature Home Mapping technology.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I select specific rooms to clean?
  1. Use the SharkClean™ app. From the home screen of the app, select Clean. If your map is complete and you have defined and named your rooms, a list will appear with all rooms. You can select up to 3 rooms to clean immediately, then select Start Cleaning to clean.


Or:

  1. Use the voice command through Amazon Alexa or Google Home to clean 1 room.
    • "Alexa, tell Shark to clean the (name of the room)."
    • "Ok Google, tell Shark to clean the (name of the room)."


NOTE: The AV970 and AV993 do not feature Home Mapping technology.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
What should I do if my Shark robot won't connect to Wi-Fi or loses Wi-Fi connectivity?
Make sure your phone is connected to your home Wi-Fi network before trying to connect your robot. Typical home Wi-Fi networks support both 2.4 GHz and 5 GHz. Make sure you are connected to a 2.4 GHz network when you enter your username and password.

Ensure your robot is turned on and you hear an audio prompt.
What should I do if my Shark robot won't connect to Wi-Fi or loses Wi-Fi connectivity?
Do not use a VPN or a proxy server.
Make sure Wi-Fi isolation is turned off on the router.

If you still can't connect:
  1. Restart your phone.
  2. Reboot your robot. Turn the power switch on the side of your robot to the OFF (0) position. Wait 10 seconds, then press the switch again to turn the power back ON (I).
  3. Reboot your router. Unplug the router power cable for 30 seconds, then plug it back in. Allow several minutes for your router to reboot completely.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why isn't my Shark IQ Robot™ going on its scheduled cleanings?
  1. Check the app to verify the scheduling feature is turned on. Select "Schedule" from the menu in the top left corner of your home screen.
  2. Ensure your time zone is set correctly in your device settings.
  3. Make sure your robot is fully charged.
    • Verify that the Self-Empty Base is connected to power and the green light on its base is illuminated. If the green light is not on, try plugging the base into a different outlet.
    • If the light on the base is still green, then the robot is not charging. Verify that the power switch on the side of the robot is in the ON position (I) and that the robot is aligned on the base properly.
    • Note: the indicator light on the side of the base will turn from green to blue once the robot is properly charging. It may take up to 5 seconds after contact is made with the base for the light to change, so if you are adjusting the position of the robot on the base, wait 5 seconds between adjustments.
    • Make sure to run your robot in an area with strong Wi-Fi signal.
    • Run your robot in well-lit conditions. If you run your robot at night, keep the lights on in the area to be cleaned.


NOTE: If you have the Recharge & Resume feature enabled it may interfere with a set schedule.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why isn't my robot cleaning the room I selected?
Your robot may have detected low lighting. When there is not enough light for the robot to navigate, it will attempt to clean the whole home.

Make sure there are no closed doors or obstructions preventing the robot from reaching the desired room.

Make sure you are using the latest version of the SharkClean™ app.

At the beginning of a room select mission, the robot will clean the area in front of the dock to orient itself.

If your robot has an error code, resolve the issue and return the robot to within 6 inches of its last location and press the Clean button to continue the Room Select mission.

Make sure the robot starts its Room Select mission from the dock. If you have recently moved your dock, the robot must create a new map of your floors.

NOTE: The AV970 and AV993 do not feature Home Mapping technology.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I define and name rooms?
  1. You will receive a notification on the SharkClean™ app that your robot has completed its map of your home.
  2. Using the menu, select "Map"
  3. Select "Yes" when asked does the map created look like your home.
  4. Click the + button to add rooms and adjust room size by dragging the square to the desired size. Select from the pre-existing list of room names or use the custom name option to add your own.

  • The layout of the map may appear slightly different from the actual layout of your home, as the map will not include any furniture that the robot cannot fit under.


NOTE: The AV970 and AV993 do not feature Home Mapping technology.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
What should I do if my Shark robot can’t connect to the Wi-Fi?
  • Restart your phone
  • Reboot your robot
    • Make sure the power switch on the back of the DOCK is in the ON position.
    • Press the power button on the side of the ROBOT to the OFF position for 10 seconds, then press it again to turn power back ON.
  • Reboot your router
    • Unplug the router power cable for 30 seconds, then plug it back in. Allow several minutes for your router to reboot completely.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why does my app say "Incorrect Wi-Fi password"?
  • You may have entered the incorrect password for the 2.4GHz network.
  • Some routers are capable of operating at other frequencies.
  • Sometimes networks on other frequencies will have the same SSID and password, and sometimes the passwords may be different.
  • Make sure you are using the correct password for your 2.4GHz network. Verify that the password was entered properly, with no typos.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
What's a dual-band router? How do I know if I have a dual-band router?
  • Modern routers typically use two frequency bands, 2.4GHz and 5GHz. Shark® robots can only connect to 2.4GHz networks. They do NOT work with 5GHz networks.
  • Look up the model on the manufacturer’s website.
  • Check the SSID name. If 2 networks are being broadcast from the router, it is most likely a dual-band router.
  • Be sure to select a 2.4GHz network for all Shark® robots.
  • If there are duplicate SSIDs, confirm that the MAC address associated with the SSID corresponds to the Wi-Fi Access Point. The instructions for finding the MAC address will be in the Administration section of the Wi-Fi Access Point user manual.
  • An issue known as band steering occurs when both the 2.4GHz and 5GHz networks have the same SSID. This can cause connectivity issues when setting up connected devices. We recommended giving the networks separate names to prevent band steering problems.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why does my robot always drop it's Wi-Fi connection?
If your robot frequently loses its W-Fi connection, it may mean that the Wi-Fi signal is not strong enough in the area where the robot drops its connection.

  • Router placement makes a big impact on robot connectivity. Try placing the router centrally, so coverage is uniform throughout the house. Even with centrally placed routers, there could be some dead zones around large metal objects, like refrigerators or stoves.
  • You can often identify those by using your smart phone to search for available networks in areas where the robot disconnects. Check the signal strength of available networks in those areas compared to other areas in your house.
  • If you find a dead zone, try moving the router. Sometimes even a small movement of the router can improve or remove the dead zone.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why can't my robot connect to the internet?
Firewall settings may block certain ports. Check your home connection technology such as router settings. The following ports should be open or whitelisted:

  • 80 (http) and
  • 443 (https)
  • 53, 55055 and 55056


Please check the user manual for your router to verify the instructions on configuring firewalls.

MAC filtering can block some devices from accessing your Wi-Fi network, and could keep your robot from connecting. If your network is set up to only allow certain devices to connect, make sure you add the robot’s MAC address to the list. This can be typically found on the bottom of the robot.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why does my robot's Wi-Fi icon light up, but my app says "Not Connected"?
When the Wi-Fi icon on the robot illuminates, that means it is connected to your Wi-Fi network. The app may say that it is offline for several reasons, which are related to the router.

  1. Using your smart phone or tablet, connect to the Wi-Fi router and make sure you have a strong internet connection.
  2. Turn the robot’s power switch off and on. If this doesn’t resolve the problem, go to step 3.
  3. Try closing out the app and restarting it. If this doesn’t resolve the problem, go to step 4.
  4. Reset the router. This step often helps to reset all connections and allows for all devices to rejoin.


NOTE: Factory reset instructions are available in the device manufacturer user manual.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How do I connect to a hidden network?
Shark® robots support 2.4 GHz networks. To connect your robot to a hidden network, you will need to type the name (SSID) of the hidden network instead of choosing it from the list displayed in the SharkClean® mobile app during the onboarding process. Make sure to enter the correct SSID & password (both case-sensitive) to access your router/home network.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Can other connected products interfere with my connection?
Many consumer devices use a 2.4 GHz frequency, and they can interfere with the Wi-Fi signal from your robot. Turn off those devices if you encounter connection issues.

Here are some products that may use this frequency:

  • Baby monitors
  • Remote control toys
  • Wireless video and audio equipment
  • Microwave ovens
  • Wireless keyboard and computer mice
  • A neighbor’s Wi-Fi Access Point can also be a source of interference.


A Wi-Fi analyzer app can identify interference. If Wi-Fi interference is identified, change the Wi-Fi channel.

NOTE: To change the channel of a Wi-Fi Access Point, please refer to the Wi-Fi Access Point user manual.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
How can I avoid issues with connectivity during initial setup?
A number of things can go wrong when you initially set up your robot. Follow these steps to troubleshoot the setup.

  • To avoid unforeseen environmental issues, set up the robot dock within 10 feet of the Wi-Fi Access Point, and in the same room, if possible.
  • Do not place the robot or dock less than one foot away from the Wi-Fi Access Point. Doing so may result in oversaturation of the Wi-Fi receivers.
  • Once this initial setup is successfully completed, you can move the robot dock to a different location.
  • Once the dock is installed at its final location, make sure that the robot can connect to the Wi-Fi Access point from there.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Does a weak Wi-Fi signal affect my setup?
A weak Wi-Fi signal can be a problem. Pre-check the Wi-Fi signal level and quality at the location you plan to install the robot and dock to help reduce wireless connectivity issues:

  1. Turn on the smart phone or tablet Wi-Fi that is connected to the correct SSID, and place it where the dock will be installed.
  2. Check that the Wi-Fi signal and the data rate are acceptable for browsing. The Wi-Fi signal strength reported by your smart phone or tablet may not be identical to the strength experienced by the robot, but should serve as a reasonable baseline for this location.


NOTE: A Wi-Fi analyzing app can be used to check the signal level. There are many of these apps available on Android and in the iOS App Store. A bandwidth or speed-test app can be used to give a more accurate measurement of your internet connection quality. The performance of the speed test depends on your Internet service plan.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782
Why can't I control my robot through the app?
Your app maybe having trouble connecting to the Shark cloud.
  1. Restart the app.
  2. Make sure you are using the correct Wi-Fi password.
  3. Make sure your WI-FI password is correct.
  4. Go to your phone's network settings.
  5. Select your home 2.4 GHz network and choose Forget.
  6. Reconnect to your home network using the network password. If you were able to connect to your home network, proceed to the app setup process. We recommend that you use the eye icon when entering the password. Turn off your router and wait 30 seconds. Turn your router back on. Check to make sure your 2.4 GHz network is visible in your phone settings.
  7. Turn off the robot using the switch on the side, then wait 10 seconds.
  8. Turn the robot back on and wait for the voice prompt.
  9. Hard-close the app and restart the connection process on the robot. If you can't locate your Wi-Fi password, please contact your ISP to verify your network password.
If you require additional assistance, please contact robot support at 855-519-6782.
Did this solve your problem? Yes NoGreat! We're happy to hear it.Please call robot support at 855-519-6782