Required information for support case (UR)

Here is a list of important information when contacting the Robotiq support team:

::important=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.

::heading=Information to provide to the Robotiq staff regarding your current issue:

• Robot information:
  • Recover robot’s logs with the Robotiq magic file
  • If logs can’t be taken, gather the following:
    • Robot model (UR3, UR5e…)
    • Controller version (CB3, CB3.1, e-Series…)
    • PolyScope version
    • URCaps installed (Robotiq and others)
    • URCaps 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

::heading=Troubleshooting steps (if applicable):

• Update PolyScope to its latest version;
• Update URCaps 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.