Shiv-379839

Hi, I bought the GWR R3719 Dcc fitted engine 2 years ago, I've run it only 2 hours. when it start it, it will move only 1 inch and stop, i can hear that the motor is on, I've cleaned the wheels, tracks and pickups but it doesn't seem to work not sure if its a problem with the chip or motor i have 3 other engines all DCC fitted 4 pin that are running smoothly on the same track can anyone advise what to do or does it need to be seen at the service centre thanks