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What Information to Provide When Contacting Robotiq Support (for UR Robots)

Speed up your support case by preparing the right details

When reaching out to Robotiq support for help with a Universal Robots (UR) setup, providing the right information upfront can significantly reduce troubleshooting time. This article outlines the essential details to gather before submitting your support request.

Information

1. Robot Information

Whenever possible, retrieve the robot logs using the Robotiq Magic File

If logs are not available, gather the following details:

  • Robot model (e.g., UR3, UR5e)

  • Controller version (e.g., CB3, CB3.1, e-Series)

  • PolyScope version

  • Installed URCaps (both Robotiq and others)

  • URCaps version

 

2. Robotiq Product Information

  • Product name (e.g., Hand-E, EPick)

  • Serial number (printed on the product chassis)

  • Firmware version

 

3. Description of the Issue

To help our team better understand the situation, include:

  • A detailed problem description

  • Photos of your physical setup

  • A short video showing the issue in action

  • A list of troubleshooting steps already performed

 

Troubleshooting Checklist (if applicable)

Before contacting support, we recommend the following checks:

  • Update PolyScope to the latest version

  • Update all URCaps (Robotiq and third-party)

  • Update Robotiq firmware (available on the Robotiq Support Website)

  • Verify all connections:

    • Robotiq product ↔ coupling

    • Coupling ↔ cable

    • Cable ↔ adapter

    • Adapter ↔ robot

  • Clean connectors (spring pins and product plug)

  • Gently wiggle cables to check for communication drops

  • Test the product using the Robotiq User Interface (RUI) and capture communication settings if relevant. 

  • Try swapping parts (cables, couplings, adapters, Robotiq products, or even robot if available)

If an RMA is required, your Robotiq distributor may be able to loan or rent equipment during the process.

 

Conclusion

Providing complete and accurate information helps our support team assist you faster and more efficiently. Keep this checklist handy whenever opening a new support case for a UR robot.