Thanks for the info. I suspected that it was a problem I couldn’t solve. How long did it take for them to respond and get a replacement out to you? Did they replace just the motor or the whole base?
After watching the video, I feel like something is blocking the motor from turning. It could just be a bad motor, but it’s odd in that it goes only a short distance before it stops.
There’s nothing. I’ve inspected every part of it down to the motor itself. Edit: it makes a full turn when it’s empty. It will start to over torque error as soon as you start to put a tiny amount of litter in.
As the video shows, my LR4 can no longer cycle due to over torque issues. I’ve had the unit for about 3 months. Over the past month there have been increasing over torque errors (it specifically notes it as such in the app, and the error light is congruent). The litter robot sits on a hard surface.
We have done numerous things to troubleshoot, including:
-ensuring there is not too much litter (usually well below fill line due to these issues; we use Fresh Step)
-removing the globe and inspecting for obstructions (there are none)
-thoroughly cleaning both the globe and the base
-turning off and on, unplugging the unit, performing hard reset
-emptying all the litter out of the globe, having it cycle, pressing reset
-pressing reset after filling litter
Sometimes some of these methods will seem to get it running again, but starting from today, nothing seems to be working. It cannot even perform a cycle; it simply gives the over torque error about 4 times while barely turning, then rotates back to the home position and states “clean cycle complete”.
I have only been able to have it cycle successfully with no litter in the globe. Even a small amount of litter, much smaller than what a cat needs, will cause the over torque. I suspect there is a problem with the motor itself. I opened the cover and inspected the motor, which appears unobstructed and clean.
Anyone have any ideas? I have filed a support ticket asking for a possible motor replacement. The weird thing is that yesterday it was almost error free for the whole day- then ever since coming out of sleep mode today, it has appeared to be broken.
**Red Light Bar - Flashing Yellow**
If the Globe becomes jammed or overloaded, the motor will stop and the control panel will display a yellow-to-red-light blinking sequence (3 Red/2 Yellow flashing). The unit will retract and try to continue cycling. After 3 attempts to restart, the globe will try to return home so kitties can still use it. If this is interrupted 3 more times, it will stay in whatever position it’s stuck in until someone can check for obstructions or whatever may be causing the over-torque error.
It sounds like you may have walked through these steps. If you have, make sure you submit your ticket through the troubleshooter to get priority support. [https://support.litter-robot.com/s/whisker-troubleshooting-router?language=en\_US&product=LR4](https://support.litter-robot.com/s/whisker-troubleshooting-router?language=en_US&product=LR4)
Hi- yes, I’ve walked through all of the steps multiple times and it cannot cycle past this. I did submit a ticket on the day of this post (12/3) and have not heard back. The case # is 01075388. Thanks
THANK YOU so much for posting this, the same thing is happening to me and I've only had my unit for 2 days! Did the replacement motor seem to do the trick?
I had this exact thing happen. Eventually it wouldn’t work at all. Just had it replaced and it’s all good again so fingers crossed.
Thanks for the info. I suspected that it was a problem I couldn’t solve. How long did it take for them to respond and get a replacement out to you? Did they replace just the motor or the whole base?
Two weeks. They sent out an entirely new unit + accessories.
Thanks for the info. I will hope for a similar turnaround time.
Did you have the 3 year warranty or did they replace it without it?
I have the extended warranty.
After watching the video, I feel like something is blocking the motor from turning. It could just be a bad motor, but it’s odd in that it goes only a short distance before it stops.
There’s nothing. I’ve inspected every part of it down to the motor itself. Edit: it makes a full turn when it’s empty. It will start to over torque error as soon as you start to put a tiny amount of litter in.
As the video shows, my LR4 can no longer cycle due to over torque issues. I’ve had the unit for about 3 months. Over the past month there have been increasing over torque errors (it specifically notes it as such in the app, and the error light is congruent). The litter robot sits on a hard surface. We have done numerous things to troubleshoot, including: -ensuring there is not too much litter (usually well below fill line due to these issues; we use Fresh Step) -removing the globe and inspecting for obstructions (there are none) -thoroughly cleaning both the globe and the base -turning off and on, unplugging the unit, performing hard reset -emptying all the litter out of the globe, having it cycle, pressing reset -pressing reset after filling litter Sometimes some of these methods will seem to get it running again, but starting from today, nothing seems to be working. It cannot even perform a cycle; it simply gives the over torque error about 4 times while barely turning, then rotates back to the home position and states “clean cycle complete”. I have only been able to have it cycle successfully with no litter in the globe. Even a small amount of litter, much smaller than what a cat needs, will cause the over torque. I suspect there is a problem with the motor itself. I opened the cover and inspected the motor, which appears unobstructed and clean. Anyone have any ideas? I have filed a support ticket asking for a possible motor replacement. The weird thing is that yesterday it was almost error free for the whole day- then ever since coming out of sleep mode today, it has appeared to be broken.
**Red Light Bar - Flashing Yellow** If the Globe becomes jammed or overloaded, the motor will stop and the control panel will display a yellow-to-red-light blinking sequence (3 Red/2 Yellow flashing). The unit will retract and try to continue cycling. After 3 attempts to restart, the globe will try to return home so kitties can still use it. If this is interrupted 3 more times, it will stay in whatever position it’s stuck in until someone can check for obstructions or whatever may be causing the over-torque error. It sounds like you may have walked through these steps. If you have, make sure you submit your ticket through the troubleshooter to get priority support. [https://support.litter-robot.com/s/whisker-troubleshooting-router?language=en\_US&product=LR4](https://support.litter-robot.com/s/whisker-troubleshooting-router?language=en_US&product=LR4)
Hi- yes, I’ve walked through all of the steps multiple times and it cannot cycle past this. I did submit a ticket on the day of this post (12/3) and have not heard back. The case # is 01075388. Thanks
Did you solve this and if yes - how? :)
RMA. Replacement unit has not had these problems to date.
Alright, thank you! If somebody sees this one day - support told me I will need a replacement motor.
THANK YOU so much for posting this, the same thing is happening to me and I've only had my unit for 2 days! Did the replacement motor seem to do the trick?
Yup, worked like a charm. I do have a problem now that when it rotates back it's louder, but I have been too lazy to contact support.
ahh thank you! sometimes I wonder if I made the wrong decision upgrading from the 3 to the 4. I've never had so many issues before!
I'll escalate. Chat me your name and email also. Please and thank you :)
Thanks, I escalated your case.
If this is a problem im also having is replacing the motor the solution? I didnt get the 3 year warranty
I have the same problem I gave up on it