Aqua 10 Roller Shield

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Hi, I cannot seem to get the plastic roller shield which protects the carpet from the roller to rotate on any carpet type. It appears clean and there is a little bit of spring loaded movement by a mm or two if you try to push it down. I think that must have a wrong setting and would welcome any suggestions please?
Many thanks

it sounds like the roller shield may just not be engaging under pressure as it usually only moves properly when the head is flat on the carpet and pressed down so testing it in the air will only show that slight spring movement. try it on a thicker carpet with normal pressure and check around the sides for any dust or anything that could be stopping it from rotating. also check that you’re not in hard floor mode if it has selectable surface settings because some models reduce brush or shield movement in that mode. if it still does not move at all it could be a stiff spring or factory issue and worth contacting support while it is under warranty