Making high pitch sound

My robot is making a very high pitch sound. I have cleaned throughly and checked everything multiple times. I suspect its from the wheel. Any suggestions on what i can do? See the video.

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Hello,

We're truly sorry for the inconvenience you've experienced.

Regarding the high-pitched noise coming from your robot, thank you for already performing a thorough cleaning and inspection. Based on your description and to further troubleshoot the issue, we recommend the following steps:

Abnormal sound during operation:
- Initial check:
- Remove the side brush, main brush cover, main brush, and mop pad holder from the bottom of the robot.
- Start the robot without these components to see if the noise persists.

- If the noise disappears:

- Reinstall the side brush first and run the robot. If the noise returns, check whether the side brush is deformed or tangled.
- If the side brush works normally, reinstall the main brush cover. If you hear friction noises, it may be due to the rubber strip of the cover rubbing against the floor — this can improve after a few uses.
- If the noise starts after installing the main brush, remove it again and inspect both ends for tangled debris. When reinstalling the cover, ensure all four sides are properly secured.

- If the noise still exists:

- With the power off, press down on both main wheels and slide them to check for smooth rotation and proper rebound. Clean any debris if present.
- Rotate the universal wheel to ensure it moves freely; clean it if necessary.
- If the filter element was washed, make sure it is completely dry before reuse, as a damp filter can cause abnormal noise during operation.

If the issue persists after these steps, we kindly ask you to send the device's serial number (SN), proof of purchase, and the video you mentioned to our after-sales support team. This will help us analyze the issue more accurately and provide a suitable solution.

Thank you again for your patience and cooperation.

Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)
support@mova-tech.com
mova.usmkt@mova-tech.com

I have performed all the check you have provided. I'm confident it's coming from one of the big wheel.

Do you have ticket number that I can attach to the subject line when I send the serial number and proof of purchase?

The unit is fairly new, I bought it from Amazon about a month ago.

Hello,

At this time, we’re unfortunately unable to provide a ticket number in advance. When you send your device’s serial number and proof of purchase, we kindly recommend attaching a screenshot or link to this conversation in your email. This will help our support team quickly understand the context and assist you more efficiently.

Thank you very much for your understanding and cooperation.

I have sent the email with all the details you requested.  The auto reply sent the request number 40638.

Thanks for your help.