Mop pad stopped rotating

I have the L20 Ultra and I keep getting an error message that the mop pad has stopped rotating. It suggests I check to make sure hair or something hasn't gotten tangled around it. I checked and nothing seems to be tangled in it, but the one mop pad won't spin and the other does. It won't complete the cleaning task. Has anyone else had this issue? I've tried turning it off and turning back on, replacing the mop pad, and nothing works.

Hi,

If the mop tray stops rotating, please troubleshoot in the following order:

1. Please check whether the main unit is clean in
the carpet area, the friction between the mop
and the carpet is too large may cause the mop
tray to stop rotating,
Please move to a non-carpeted area to start;

2. Re-install the mop pad holder and try again.

3. Reset the robot: Open the upper cover, press and hold the reset button for 3 seconds with a tool until you hear the voice prompt "start to restore factory setting" . Then, restart the robot and try again.*Please note: Resetting the robot will clear the cleaning data and restore the cleaning settings to factory defaults. If the problem persists, please provide your purchase invoice and a photo of the SN  for further assistance（please send to support.na@dreame.tech）.Thank you for your understanding.