Roller brush not activating on carpet

We’ve had this product since August 2025 and it has been fairly reliable. Last week I noticed that my area rug has not been getting cleaned. I observed the unit during its cleaning today and it appears to only be using suction on the carpet. I scheduled an additional cleaning task for the carpet area only and I received the same results. I have maintained the brush roller and confirmed it is in good condition. I confirmed in the app that the unit recognizes the area as being covered with a low-pile rug. Has there been a firmware update that changed the functionality?  

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Hello,

Thank you for your feedback regarding the reduced vacuuming performance on carpets.

For this issue, we recommend checking if the dustbin is too full and cleaning it out promptly.

Also, inspect the filter for any blockages caused by excess dust and clean it accordingly. Ensure the filter is completely dry before using it again. You might also consider replacing the filter with a new one.

Additionally, you can try selecting the "Intensive carpet cleaning" mode in the carpet settings to see if this improves the situation.

If the problem persists, we recommend contacting our customer service team for further assistance.

Customer Care: +1 (888)308-6159

(Mon. to Fri. 9:00-18:00 EDT

Sat. & Sun. Holiday)

Email: support@mova-tech.com