Mop extended, carpet detection failure

• 

I recently purchased the Dreamy L40 Ultra AE robotic vacuum cleaner, and I encountered a couple of issues during the first run. One of the mops remains extended and doesn’t retract back into its position. Additionally, the vacuum is not detecting carpets and is mopping over them, which is not ideal.

I would appreciate your assistance in resolving these issues. Please let me know if there are any troubleshooting steps or if the unit needs to be repaired or replaced.

Thank you for your support.

Hello,

we sincerely apologize for any inconvenience this may have caused.

Regarding the issue with the mop not retracting, you may try restarting the robot, as this problem can often be resolved with a simple reboot.

For the issue of not recognizing carpets and mopping over them, you can try the following actions in the app:

Manually add the carpet area to see if the issue is resolved;
Alternatively, try redrawing the map to help the robot more accurately recognize the environment.

If you have already attempted the above methods and the issue persists, we recommend sending the device's serial number, a screenshot of the map, and your purchase invoice to our customer service team. We will provide you with further support and solutions.

Thank you for your understanding and support. We are committed to continuously improving your user experience.

Toll-free service number:
0800 2244667
(Monday–Sunday
9:00 AM–6:00 PM)
Email:
support.benelux@dreame.tech