My Dreame X40 Ultra doesn’t clean properly on carpets.

My robot vacuum moves only back and forth directly on the carpet, as if it's stuck. Sometimes, I also get alerts in the app saying the robot vacuum is falling down. The cleaning process looks just like what’s shown in the video, and the result is as shown in the picture. I've reset the map multiple times and tried everything. What do you think I should do?

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Hello, can you tell us the SN number on the label on the bottom and firmware version of your robot? You can send it to me in a private message.