Wheels are not in contact with the ground

I have purchased a brand new x50 ultra. I followed the setup instructions, paired the robot and put it on the base. I attempt to start cleaning and get an error stating the wheels are not touching the ground. I took the robot from the base and placed it flat on the floor, same error. Am I doing something wrong or is there an issue with this device.

Hi,

Please try the following troubleshooting：

1. Upgrade the robot firmware to the latest version.

2. Check if the robot's drive wheels rebound properly.
Inspect if they are stuck due to hair or cables getting tangled, clean them, and restart the robot.

If the issue remains unresolved after completing the above steps, please contact support.na@dreame.tech for further investigation and assistance.

I am having this problem. I tried to update the program but it won't update unless it is charging but it won't charge because the wheels aren't on the ground.  Should I put it back in the box and return it?