Jetbot ROS AI KIT motors are not working

I recently purchased jetbot ROS AI kit. I followed all the procedures mentioned in the official video and website documentation. I downloaded the image, burned it in a 64 GB SD card, and downloaded the ubuntu jetbot image for the virtual machine. The ROS program is also working without errors, but the robot is not moving, i.e., the motor is not working as I give the keyboard command. I thought the motor was defective, so check it. The motor is working fine when connected with an external motor driver. But the motor is not responding to any keyboard/joystick command. Any suggestions/solutions in this regard will be of great help.

Thanks in advance