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Camera error

If your Matic is showing a "Camera issue, contact support" error, or you're experiencing any of the issues below, this guide will walk you through a quick fix to try and help our support team resolve it as fast as possible.

This guide also applies if you're seeing:

  • Matic stuck in a reboot loop (screen goes blank → Matic logo → restarts repeatedly)
  • Matic stuck on the logo screen and won't progress past startup
  • A cleaning session that ended early with no explanation, or skipped large areas
  • Matic froze mid-clean
  • Problems started after a physical impact (hitting a wall or joysticked into something)

Step 1: Try a hard reboot

A reboot resolves some camera issues. If you haven't already tried this, please do so before contacting support.

  1. Move Matic off its dock.
  2. Hold the power button for 10 seconds until the screen goes completely black.
  3. Wait 2 minutes.
  4. Press and hold the power button for 3 seconds until the screen turns on.
  5. Place it back on the dock and let it fully boot up.
  6. Try running a cleaning cycle and check if the error returns.

If the error is still present after the reboot, continue to Step 2.

Step 2: Contact support

If the reboot didn't resolve the issue, please contact support and include the following — this helps us get to a resolution faster without back-and-forth:

  • Your bot ID : found in the Matic app under Settings → About
  • When the issue first started: date and approximate time if possible
  • What the error message says, if any
  • Whether you've already tried a hard reboot, and what happened afterward
  • A video of the behaviour if there's no error message but something seems off
  • Debugging data sharing enabled : before reaching out, go to Settings → Troubleshooting Data and make sure "Share Robot Debugging Data" is turned on. This allows our team to review your logs and diagnose the issue quickly.

FAQs

Matic finished its clean early with no error message

It can be a camera issue. Unexplained early endings and skipped areas are sometimes caused by camera issues that don't always surface a visible error. Follow Steps 1–2 from above.

The issue went away on its own, do I still need to contact support?

If it's resolved, you don't need to act immediately but keep an eye on it. If the same issue returns within two weeks, contact support and let them know it's a recurrence.

Will I need to send my Matic in for repair?

Some camera issues can be resolved remotely, but others require a repair. Our support team will review your logs and let you know the best next step after you reach out.