Here is a list of important information when contacting the Robotiq support team
Gathering this information will speed up the resolution of your problem. If not provided at first, they will most likely be asked by the Robotiq staff.
Information to provide to the Robotiq staff regarding your current issue:
- Robot information:
- Robot model
- Robot Hardware version
- TM Flow version
- Components installed (Robotiq and others)
- Components version
- Robotiq product information:
- Product
- Serial number (written on chassis)
- Firmware version
- Description of the problem
- Pictures of setup
- Video of the issue
- High-level troubleshooting steps already performed
Troubleshooting steps (if applicable):
- Update TM Flow to its latest version;
- Update Components to their latest version;
- Update firmware to its latest version (available on Robotiq support site);
- Check connections (Robotiq product to its coupling, coupling to cable, cable to adapter
and adapter to robot); - Clean connectors (spring pins on coupling and connector on Robotiq product);
- Wiggle cables to see if a communication drop occurs;
- Try Robotiq product with Robotiq User Interface (RUI), screen capture of communication
settings or any other relevant information; - Replace parts in order to isolate the issue (cable, coupling, adapter, Robotiq product,
robot…). A Robotiq distributor should have a spare of everything; - If an RMA is needed, your Robotiq distributor might be able to loan or rent equipment during the RMA process.