Only one wheel turns, the other is locked

I opened the app and with notified my system has been updated. I proceeded to clean and the device had trouble trouble getting off the dock. I helped it off the dock and it spun in a circle continuously because only one wheel would turn the other one is locked tight.

I rebooted the system, then I reset the system to factory original settings. Nothing has worked. Has anyone else had this issue or is this something that may be related to the update?

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Hi, could you please record a video that clearly shows the non‑rotating wheel while the robot is running? We also suggest you first check whether there are foreign objects stuck in the mop tray, restart the robot and test again.
If the issue persists, please contact our after‑sales team for support, as there may be a hardware fault with your device.
Email: support@mova-tech.com
US Hotline: +1 (888) 308 6159 (Mon - Sun, 9:00-18:00 EST)