Endstop z still triggered after retract Error

I randomly got “Endstop z still triggered after retract” fault when going to run a print. it will try to Home it self but will stop as soon as it moves up on the Z axis.

Thank you so much for buying from Sovol, and I apologize for all the inconvenience.
Did you already send an email to info@sovol3d.com? If not, please send the above situation with videos and pictures and your order number, and we will check with the engineers asap.

This has been ongoing. working with support but nothing has worked yet…