"Roller mop stopped or stuck"

Hello! I keep getting the alert "roller mop stopped or stuck". I've cleaned the unit, removed the roller mop, the fluffing roller, and the mop cover to clean. I've turned the unit off and on. I cannot figure out what's going on.

TranslateView Original Text

It sounds like a potential malfunction in the roller motor! It may be worth reaching out to support over private message here on the forum. They’ll comment shortly 😊 Definitely make sure that the roller mop and cover is installed back correctly.

Hi there,
This error about the stuck roller mop cover usually happens when dirt and grime build up over time after long-term use. The roller cover on your unit is fully detachable for easy cleaning, please follow these steps to troubleshoot:
Refer to the disassembly diagram at the bottom of the robot. Slide out the orange lock buckle on the right side of the roller compartment. Grab the two side handles of the roller cover and pull it straight out.
Thoroughly wash all crevices and gaps on the roller cover with cleaning tools. Once fully cleaned, reinstall the cover and slide the lock buckle back into the locked position.
If you don’t have any carpets at home, you can also remove and store the roller cover separately without it.
If the error still pops up after cleaning and reinstalling, please reach out to our customer care team for further after-sales support.
Customer Care Hotline: +1 (888)308-6159
Working Hours: Monday to Friday, 9:00 - 18:00 EDT
Closed on Saturdays, Sundays and public holidays
Support Email: support@mova-tech.com
If you do not want to disassemble the device by yourself, please share the device to account WN152837 and provide the SN code. Our technical team will remotely check the device status and give you feedback. If it is confirmed to be a device failure, we will properly handle the after-sales service for you.

I don't think the error is about the cover, but rather the roller mop itself

I followed the instructions outlined in the alert but the problem persists. I also swapped to a new mop.

We have enabled the debug log function for your device. Could you please run a complete cleaning task once? If the alert "roller mop stopped or stuck" appears again, kindly let us know and note down the exact time when this issue happens, which will greatly help our technical team locate the fault. Thank you very much for your cooperation.

Hello, please wait a moment. We will arrange our technical team to recheck the situation and inform you as soon as we get feedback.

Hello, this error usually happens due to overcurrent of the roller mop motor, drive wheel motor and fluffing roller motor, or broken wiring of the mop cover motor. Please follow the steps below to troubleshoot:
Power off and disconnect the robot, flip it over, then check the drive wheels and surrounding areas for tangled hair or stuck debris.
Take out the roller mop, fluffing roller and mop cover completely, and clear all trapped foreign objects inside.
Reinstall all parts tightly, wait for 5 minutes, then power on the robot to test again.
If the alert still appears after all the above operations, there may be internal hardware failure of your unit. Please reach out to our customer care team for after-sales repair service:
Customer Care Hotline: +1 (888)308-6159
Working Hours (EDT): Monday - Friday 9:00-18:00; Closed on Saturdays, Sundays and Holidays
Support Email: support@mova-tech.com