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Seeing as you are using a spring to force the wheel down I am going to guess it is safe to say that you have a pivot and some sort of hard stop. It is possible that the wheel needs to come down further for more "contact" with the floor. If possible make the stop adjustable so you can lower it down a bit more.
Also is the problem more of an issue when loaded with totes or does it matter loaded or unloaded ?
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