Wheels tangled but there are no threads etc

• 

I received the Aqua10 robot about 3 weeks ago. Since today it moves strangely and also drives directly into obstacles. After some time it gives the error that the wheels are tangled (see screenshot). I cleaned the front wheel. However, I cannot clean the side wheels, because I do not know how to do this. I examined them, but I did not see anything which hinders them to drive. In addition, the wheels seem to roll as intended. Can you help me? I updated the roboter recently, might this be due to the update?

ÜbersetzenOriginal anzeigen

Hello,

Regarding the error message you reported about the robot's wheels being blocked, we recommend the following steps for inspection:

- Please check whether any foreign objects are entangled in the main wheels and clean them if necessary.

- Turn off the robot and flip it over. Press both main wheels down and observe whether they spring back to their original position. Also, manually rotate the wheels to ensure they can move freely.

If the issue persists after these steps, please send the following information to our service team so we can further assist you:

- The serial number (SN) located on the underside of the robot
- The purchase receipt
- A screenshot or video showing the issue (if available)

Once our customer and technical support team has received the above information, we will analyze and resolve the issue as quickly as possible. Thank you for your understanding and support.

Email: aftersales@dreame.tech