Vacuum getting stuck on open faced railings

My robot vacuum repeatedly tries to drive through my staircase railings. When it gets stuck, the wheels keep spinning and leave black marks on the carpet that I cannot remove.

As a result, the machine is now unusable. I have contacted Dreame support, but their responses have been extremely poor and have not addressed the problem or explained how to prevent it from happening again.

I’m very disappointed with the lack of support for what is a serious design or software issue. If anyone has found a workaround, setting, or practical solution to stop the robot attempting to enter open stair railings, I would really appreciate your advice.

Hello,

We are very sorry to hear that your Aqua10 Ultra Roller Complete became stuck at the open staircase railings and left marks on your carpet. We understand the inconvenience this has caused you and we truly appreciate your detailed feedback.

To prevent the robot from attempting to enter the staircase railing area again, we recommend that you set up a restricted zone/virtual wall in that location. This will effectively stop the device from approaching and getting stuck.

Regarding the black marks left on your carpet, we will re‑verify your case together with our after‑sales department to ensure it is properly reviewed and handled. To help us follow up on this case more efficiently, could you please provide the service ticket number you used when contacting customer support? The ticket number begins with “83” followed by a series of digits.

You can send us this information via private message by clicking on our profile picture and then selecting the message icon. This will allow us to handle your case more promptly.

Out of curiosity can you post a picture of the railing so other users who have the same can set up the no go areas