“Roller mop stopped or stuck” error after cleaning

I now get a “Roller mop stopped or stuck” error when I run the vac and mop function. I have removed the roller, thoroughly cleaned all parts and even installed a new roller mop. When the unit is running, I am visibly watching and the roller mop is not turning. Then a few seconds, I get the error.
Please help.

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Hello,
When roller malfunctions occur, please follow these steps:
Check the roller compartment for foreign objects, and promptly clear any hair and debris tangled around the roller compartment, main roller and fluff removal roller.
Wait until the base station finishes washing the mop automatically, then restart the mopping function to check if the error alert disappears.
If the issue persists, please provide your device serial number (SN) and share your device to our account (Account ID: WN152837). Our technical team will remotely check your device status.

I have now verified no visible foreign debris is in the roller compartment. The warning still happens.

S/N: R9540K59NUS0306833


I have shared my device with your account.

Hello, after inspection by our technical team, we suspect the issue stems from a defective motor. You’ve already cleaned the roller brush, but the fault still remains.
Please reach out directly to our after-sales support team and mention our technical diagnosis of the motor malfunction, and they will arrange maintenance or other applicable after-sales solutions for you.
Customer Care Hotline: +1 (888)308-6159
Business Hours (EDT): Monday – Friday 9:00–18:00
Closed on Saturdays, Sundays and public holidays
Support Email: support@mova-tech.com