X50 ultra complete

Hi,
Since several days my x50 does only rise the right  „legs“ to climb over the thresholds the left one does not extend anymore. Consequently the robot get into an imbalance and can not climb over any threshhold. Until now to climb over, both legs were extended and after the climb one after the other was retracted. I checked if there is something blocked, but I can not see any difference between left and right legs. Could you please help me there? thanks.

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I'm pretty sure that this is a defect of the device. The best thing to do is to contact customer service

Hello, please check if there are any foreign objects on the left obstacle-crossing wheel. If there are no foreign objects, please try resetting the device to see if the problem is resolved.

Open the robot's top cover. There is a small reset hole on the side near the Wi-Fi indicator light. Press it for 3 seconds until you hear the voice prompt "Starting factory reset." Then start the robot to see if it works normally.

*Please note that resetting the machine will erase all data, including any maps you have built. We sincerely apologize for any inconvenience this may cause.

If the problem persists after resetting the device, it may be due to an internal hardware malfunction. In this case, you can contact customer service via email: aftersales@dreame.tech, where they will provide you with a better solution.

Thanks for your replies, will try that.