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:
- 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
::heading=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.
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