Lr5 pro -litter hopper issue
I have had the lr5 in our home since it was released. We haven’t had any issues with it at all. Honestly it’s a great product. When I bought it I was interested in the litter hopper, and was a bit dismayed that the hopper wasn’t available when the lr5 pro was released.
When the hopper was finally available in early June for order, I placed an order for it. It arrived yesterday June 2nd. I followed the steps. Vacuumed and wiped down surfaces and connected per instructions. Firmware and app version are as indicated in the onboarding instructions.
When the hopper was seated nothing happened. Having never owned a hopper I had no idea what to expect. But there was no chime or message on the lr5. There was no motor calibration noise or led indicator on the hopper. And there was no change in the app. I tried adding the hopper in the app but nothing ever showed up.
A bit dismayed I called customer support. There were a few areas of concern. 1. The bonnet was pulling up and away from the globe primarily from the weight of the hopper with litter. 2. The app wasn’t showing any hopper. 3. The lr5 connection button pressing for enabling the hopper did nothing. We factory reset the lr5 pro after removing it from the app. We power cycled and reinstalled the hopper. Still nothing. Customer support got my phone model and WiFi device model and said he would send my info to engineering.
I’m just wondering if any one else has experienced this. I am starting to believe that the dc port on the back has no power, or the hopper has not been wired correctly. I was going to go look for my multi meter because the whole process seems like it should just work, but I don’t see any indication that power is present on the hopper.
Additional info. I emptied the hopper and reseated it so the bonnet would not have the weight on it. This did help with the bonnet lifting away. I also removed the bonnet and globe entirely and seated the hopper by its self to visually see that it was flush with the insert area and barrel plug. After reinstalling globe and bonnet there was no change in how the hopper seated. I don’t think it’s a physical connection issue based on this.
Update: whisker reached out to me in this post. They have initiated shipping a new hopper for the lr5 pro. Once I receive the replacement I will update again and let anyone curious know if it was the hopper I initially received. I do want to say here that I am grateful for everyone’s help and the service support whiskers team provided here.