Robot not Vacuuming

Greetings,

My recent Vacuum when set to vacuum a surface is not activating its vacuum system which can be confirmed by not being able to hear the vacuum. All it does is attempt cleaning with only the side brush rolling and the dust /hair just accumulating bellow the vacuum without it being pulled inside. I've cleaned whatever can be cleaned and nothing seems to be faulty from the outside. The mopping system seems to work fine.

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Hello!We are sorry for the inconvenience. The issue you described may be caused by a full dust bag or blocked air duct. Please troubleshoot with the following steps:
1.First, check if the dust bag is full and replace it in time if necessary.
2.Check if the dust box and suction port of the main unit are blocked, and clean them promptly.
If the problem persists after completing the above steps, please provide the device's SN code, and we will assist you in further handling the device abnormality.

Hello, we can't identify your serial number clearly. Kindly send us your device SN via private message, thank you.

Sorry for the delay, it seems your app as some sort of problem trimming and duplicating messages.

Either way here is the serial number
R2475A578EU0007933

Hello! We apologize for the delayed reply. We have forwarded your device information to our technical team to check the device status. Since it is the weekend, we may not get back to you right away. We appreciate your understanding and will handle your issue as a priority on working days.

Hello, we are very sorry for the inconvenience caused!
Our technical team has verified through the backend that there is an abnormality with the suction fan of your P50 Pro Ultra.
Please first check and confirm:
Whether the dust bin and filter are installed correctly;
Whether the dust bin and air duct are blocked.
If none of the above components are blocked, to protect your warranty rights and ensure the device is handled professionally, we recommend sending both the robot and its base station back to our official service center for inspection and repair by our professional technicians.
You can contact us via private message or our after-sales email to get the specific return process and address.
Email: aftersales@mova-tech.com
We apologize again for the inconvenience!