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General Troubleshooting Steps:
Please make sure your robot is updated to our current software version
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. How-to check your robots software version How-to Update the Robot
Does this robot usually connect to the network through a 5 Ghz WiFi adapter? If yes, is it plugged into the back of the robot now? How-to Connect your Robot to 5GHz WiFi
Using RoboKind Companion (either iPad version or web companion) run a network test from the hidden menu, which performs a detailed test of all API’s used in the process. How-To Test Companion App & Robot Network Connectivity
If the tests from the above fail, submit a request to your organizations information technology team to review the requirements in RoboKind Getting Started for Information Technology - Robots4Autism
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Troubleshooting: Can't find student tablet device during session setup
Network connection is unreliable:
Using the companion apps network testing tool, run the network test 10 different times and make note of the average latencies for each of the tests. If you see that the times are slow, intermittent, or inconsistent, then that is an indication of a heavy load on the Internet connection.
The Wi-Fi indicator in the top right hand corner of the robot's control panel can indicate wireless signal strength.
If you have fewer than 2 bars of signal strength:
For troubleshooting, physically move your robot closer to the access point it is connecting to.
Please verify that your robot is connected to the correct network.
If you need assistance connecting your robot to the network, please follow the steps found in RoboKind Quick Network Setup Guide.
If the robot works well in one area, but not in the location where it is needed, then we recommend submitting a service request with your internal information technology team to advise of the poor signal strength and request that a router be positioned to better service the coverage area.
If your Wi-Fi indicator changes to an X, it is possible that the internet connection was temporarily lost. Please reset the robot using the Power menu on the chest screen, the reset switch on the back, or the power switch on the foot.
If the Wi-Fi indicator changes to an X on a frequent basis and there are more than 2 bars of signal, this can be a sign of heavy network traffic or interference on the 2.4 Ghz network band used by the robots for WiFi. If your wireless network supports the 5 Ghz band, please see How-to Connect your Robot to 5GHz WiFi
Ensure that affected iPad’s are not connected in Low Data mode. https://support.apple.com/en-us/HT210596
If the above steps do not match and you are having intermittent lesson interruptions affecting more than one lesson, please run an Internet test on the same network using https://www.speedtest.net/ and send a screen print of the results to us at support@robokind.com with details.
Additional Support:
If all of the above fail, please make a short video recording so that we can see what is happening. Please include:
Results of network test when run from the companion app or web companion.
Run a network test - Utilities - Network - Network Test
Show information from the following screens:
Utilities - About - Software Version
Utilities - About - Serial Number
Utilities - Network - Network Info - and then press the WiFi button on the right
Utilities - Network - Saved WiFi
Submit the recording (or a link to the recording) using support.robokind.com and the contact us link at the bottom of the page.
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Troubleshooting: Can't find student tablet device during session setup
How-to Show the IP Address of the Robot
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