Carpet vaccuming issue

• 

Our robotvaccum is having issue vaccuming on our carpets. Even though I have defined where the caroet are exactly, the vaccum from bursh keeps getting stuck on the carpet edge, blocking the vaccum from actually going in to the carpets. Also, when the vaccum eventually makes it onto our large carpet, it keeps "hesitating" where to go. It keeps failing to simply vacuum the carpet normally. Even the most simplest robot vaccums do way better in caroet recognition and vaccuming. Why is the Matrix Ultra 10 having this much trouble with it? Please help, check attched picture where the caroet is aroundand under our bed, but the vaccum just goes all crazy on it. It's a simple one color flat carpet.

ÜbersetzenOriginal anzeigen

Yes, unfortunately that really doesn't look good. Is the carpet high-pile? Which firmware version are you on?

Its firmware version 4.3.9_3185 > latest update. The carpet is not high rise. Its a plain thin "beige color" carpet on our hardwood floors, around/under the bed.

Hello,

To help us more accurately analyze the issue with the device cleaning the carpet, we kindly ask you to provide the following information:

Photos of the actual carpet, as well as images of the area under the bed, and please let us know the height clearance under the bed
The device SN (serial number)
Screenshots of the vacuum settings in the app specifically for this carpet area

With these details, we will be able to investigate the situation more effectively and provide you with a suitable solution. Thank you very much for your cooperation and understanding.

I found the issue, but it shouldn't be.I actually asked Gemeni what could be the cause, it mentioned to check the "Cliff Sensor" as it may think the carpet is a "cliff". Its recommendation is to test it by putting a white tape on the two Cliff Sensors, so it cannot confuse the carpet with cliff. I did it, and it actually works! Whilst I'm glad it now does the job correctly, and I don't have to worry about any cliffs/stairs in my home, I find quite annoying this is the root cause > a premium high cost robot thinking a carpet is a cliff. Any other robot I've had, never had this issue, despite all having a cliff sensor. @Dreame Support DE  what can be done to fix this bug? The device is not worth its cost as it is now.

@Liftwart I did what you recommended, it didn't make a difference unfortunately. As described in my previous comment, the issue comes from the "edge sensors" for some reason.

@Dreame Support DE here are the options selected for carpet

@Dreame Support DE here are the options selected for carpet

Hello, we sincerely apologize for the inconvenience caused.

Based on our review, your carpet surface appears generally flat, however there are some raised areas, which may partially affect the robot’s recognition and cleaning performance on the carpet. At the same time, we also noticed that your current map may be abnormal, which could contribute to incorrect judgments in this area. We recommend trying to restore the existing map or recreate a new map to see whether the situation improves.

To further optimize the cleaning experience, you may also try the following options in the app:

Manually add a carpet area (Map Management → Carpet Editing → Add Carpet) to help the robot apply a more accurate cleaning strategy.
Alternatively, set the affected area as a No‑Go Zone / Virtual Wall (Map Management → No‑Go Zones / Virtual Walls → Vacuum & Mop No‑Go Zone) to improve overall cleaning efficiency.

In addition, we will fully forward your feedback to our product and R&D teams as an important reference for continued optimization of algorithms and sensor recognition logic. We sincerely apologize again for the inconvenience and appreciate your understanding and patience. We will continue to improve the product experience and hope future updates will provide you with more stable and reliable performance.