BB-8 not moving but motor whirring

Our BB-8 makes a whirring sound (seems motor is working) but it isn’t moving. It does move a very small amount of times but rarely. Can this be fixed? Has something disconnected inside?
It’s around 18 months old but has worked up to now. Anyone know why?

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Hi (n_n) I just got one recently, and it doesn’t move, just turn on leds, I don’t know if the battery is low (maybe was a long time in stock) or if the gyroscope is damaged, some idea :'C

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