X50 Ultra says retractable/clearence legs is tangled, but they're not.

The first time we started it, it worked. But after that, every time we're doing a cleaning or if the robot is going by it's schedule, it will ALWAYS fail to start cleaning. EXCEPT if it is not docked.
It will say it's going to start cleaning, goes down the dock and then it pauses for 20-30 secs, then it will say either; retractable legs may be tangled or clearance legs may be tangled. But they are not, I've checked som many times. Then if one press Continue, it will clean as scheduled or chosen. But then, when it goes back to the dock for emptying or whatever, it will then try to continue cleaning - it goes down the dock and then pauses again. Then comes the message again: retractable legs may be tangled or clearence legs may be tangled. Press continue again and it starts as it should, and it goes on like this until the whole cleaning is finished. Every time.Except if the robot is placed on the floor somewhere, and I start a cleaning, it will clean directly, whithour any messages of tangled legs.
I phoned your customer service, explained the problem and the man said to send reciept, serialnr and such, I did and got to send our robot to a mechanic, but after a week they sent it back, because they couldn't find a problem with it. It worked flawlessly. I don't think they tried it from a dock e.g. the basestation. And now they won't answer.

Try sending them an email

Hello,

We apologize for the inconvenience. Does the problem still exist?

Have you tried resetting the device to factory settings? To do this, open the robot's top cover, and near the Wi-Fi indicator, there is a small reset hole. Press it for 3 seconds until you hear a voice prompt saying "starting factory reset." Then, restart the robot to see if it can function normally.

If the issue continues, could you please provide us with the serial numberof your device? We will re-examine your case and prioritize resolving your issue.

Curious, does it only happen when it starts from the dock, or also mid-clean? If you can, post your firmware version too. It helps others match the same issue

Hello,

Thank you for your response.

The issue might also be due to a software conflict or data error. We recommend contacting our customer service team to assist you with updating the firmware version to see if this resolves the problem.

After-Sales and Technical Support
0808 502 1616
aftersales@dreame.tech
(Mon. to Sun. 9:00–18:00)

Definitely keep contact with them