Wheels are suspended from the ground

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Can you please Help me with problem with communicarione  from robot that wheels are suspended  from the ground please move the robot. He get this every 5 min and getting stuck on clear floor. Can you help me.

Can you share an image or video of the wheels.

Hello,

Regarding the issue you are experiencing, please follow the troubleshooting steps below:

1.Please move the robot to another flat surface and restart it.

2.Please clean the cliff sensors with a clean cloth and restart the robot (please refer to Attachment 1 to locate the cliff sensors).

3.Please reset the robot and try again. Open the top cover, press and hold the reset button with the tool for 3 seconds until you hear the voice prompt saying “Start restoring factory settings” (please refer to Attachment 2).

4.Please manually rotate the main wheels to check whether both wheels can turn normally. You may also refer to the video in the attachment to check whether there is any debris tangled around the wheels. If there is, please press and rotate the wheel while using a clean cloth to remove the debris.

5.Please check whether the main wheel is lifted off the ground. If the wheel is suspended, this prompt may also appear.

If the problem still persists, please contact our after-sales support team for further assistance.

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